The Invisible Touchpoint Audit: Designing for Agentic AI in Service Experiences
Traditional service blueprints were built for a world where every interaction had a visible human actor.
As AI agents increasingly act on behalf of users and businesses, booking, deciding, escalating, and recovering behind the scenes, designers face a new challenge: how do you design for interactions you cannot see?
This hands-on workshop introduces participants to the Invisible Touchpoint Audit, a service design method for surfacing hidden human-AI moments, mapping Intelligence Handoffs, and building trust into systems that operate beyond the visible interface. Through structured exercises grounded in IBM Design for AI methodology, participants will redesign a real service journey for an AI-first world.
Facilitator
Pansy Bach
Head of Design for AI at IBM Consulting Canada
IBM Consulting Canada
Pansy is best known for her creative approaches to service and systems design, quantitative and qualitative research methods, and Enterprise Design Thinking. Specializing in bridging the gap between emerging AI technology and human expertise, Pansy’s work includes significant collaborations with industry clients such as Google, RBC, Canada Post, Moderna, Teck Resources, Unilever, and Kraft Heinz. Beyond her leadership at IBM, Pansy is a dedicated educator, teaching at York University, guest lecturing at other post-secondary institutions, and actively contributing to Toronto's design community through mentorship and creative initiatives.
