Blueprinting Agentic AI Ecosystems
The services of the future will increasingly be delivered through ecosystems of interconnected AI agents, requiring new design approaches that go beyond traditional service blueprints. In this highly interactive workshop, participants will explore how to map the relationships between users, AI agents, human actors, data, systems, and decision points within an agentic service ecosystem. Working on a practical case, they will use AI-powered tools, collaborative sketching, and an interactive card game to design and evaluate an agent-enabled service. Together, we will examine critical questions such as: Who is the user of an AI agent, what should remain visible or invisible, and does the resulting frontstage experience truly work from the user’s perspective? How do we make maximum use of AI while creating trustworthy outcomes?
Participants will leave with a practical blueprinting approach they can apply when designing, building or managing agentic AI services, together with guidance on the guardrails and governance these services require. They will map agentic AI ecosystems, translating the complex relationships between users, human actors, AI agents, data, and organisations into tangible agent personas and service concepts.
Date and time: Wednesday, October 28, 2026. 9:00-12:00
Venue: Display room, Berliner Straße 60, Frankfurt.
Note, workshops are not included in the conference ticket price.
Facilitator
Elmo Diederiks
Senior Partner, Innovation & Design, Senior Facilitator at DesignThinkers
DesignThinkers
Elmo is a seasoned innovation and design leader with extensive experience driving customer-centric innovation across global corporations, SMEs and start-ups. Known for his strategic clarity, visionary thinking and collaborative coaching style, he combines a strong background in innovation with hands-on facilitation to help clients such as BMW, Philips, Rockwool, Fairtrade, Emirates NBD, UAE PMO, Tamimi Markets and Adidas turn complex challenges into practical, customer-centred solutions. His work increasingly focuses on helping organisations shape impactful AI strategies while building the capabilities and organisational culture needed to put them into practice. He is currently consulting the UAE PMO Service Excellence team on Agentic AI integration on all governmental services.
Facilitator
Kumsal Kurt
Design Lead & Experience Architect
Kumsal Kurt is a service design consultant and facilitator with an MSc in Design for Interaction from TU Delft. She works at the intersection of strategic design, emerging technology and organisational change, helping teams translate organizational challenges into service models, practical tools and implementable strategies. Her background spans service design, design research, product innovation and branding across sectors including financial services, AI-powered education, government services, retail, and FMCG, with experience working with organisations such as Tamimi Markets, Faber Castell, Colgate-Palmolive, Aviva, and Prime Minister’s Office UAE. She combines service design methods with visual facilitation, AI-enabled service experience, and context mapping to help teams ask why, challenge assumptions, build shared understanding, and identify clearer ways forward. She is also a passionate advocate for design for social impact.
