AI Governance Doesn't Exist Quite Yet (But Service Designers Should Build It)
Large-scale, company-wide AI adoption needs deliberate and thoughtful strategy and a big part of that strategy needs to be AI operational governance. This is what service design does and has always done best. Process design, development, iteration, and implementation. Service design is and has always been governance work. It’s what we’re trained to do. Let’s dive into what I’m observing around AI ops and how it relates back to service design.
Blurred Lines: We’re in the soup now
Things are changing, fast and constantly. What works today doesn’t work tomorrow. What works tomorrow doesn’t work next week. We flip flop back and forth between “all in on AI” to “pulling back on AI”. We can guess where things will land but we simply don’t know. It can feel overwhelming (it is). It can also feel like we don’t have control over our own lives, professional or otherwise. But I look at flexibility as a mindset reframe. It’s like the active version of a passive “going limp”. Be flexible to get through the chaos.