Erika Flowers
She/her
Service Designer, Author, Speaker
Erika is a concept-to-customer strategist and planner who transforms ideas into real, customer-driven solutions. With 26 years of experience, she specializes in identifying problems, defining solutions, and mobilizing teams to deliver high-impact products and services. Her expertise spans product strategy, service design, AI readiness, digital transformation, and cross-functional leadership.
Erika bridges the gap between customer needs and business goals, ensuring alignment and execution through rapid experimentation, process innovation, and high-stakes facilitation. She thrives in solving complex, ambiguous challenges in cutting-edge spaces, leveraging human-centered design, lean startup principles, and strategic influence to drive real impact.
Former NASA AI and facilitation leader. Product and service strategist driving change and transformation. AI innovation leader.
Talk
Service Design is Dead: The Birth of Probability Design
Forget clean journey maps and tidy service lines, those days are over. In an age of agentic AI, fluid systems, and unpredictable user behavior, experience is no longer designed, it's choreographed. In this provocative talk, Erika Flowers (NASA, Intuit, Mural) introduces a bold new paradigm: Probability Design, a human-centered, story-driven approach to building for uncertainty, complexity, and choice. Come ready to let go of control, embrace ambiguity, and design for what might happen next.