Design customer experience
How design customer experience are reshaped as AGI capability advances.
The bottom line
Roughly 90% of the work in Design customer experience is information-shaped — already within reach of AI delivery. The question here is not whether it shifts, but which tasks go first and who staffs the residual.
Why: The focus lacks seeded child occupations, so the scalar is derived from the lens prior ('Develop business strategy') and the process description. Both strongly signal pure knowledge work, specifically 'analyzing data' from 'surveys, feedback forms, product reviews' to design interactions. Because this value step is entirely information transformation and strategy formulation, it lands firmly in the high digital band.
grounded in the economy graph · digital scalar 0.90 · digital
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How the work flows
Trigger: A strategic initiative, product launch, or shift in satisfaction metrics prompts a review and redesign of customer interaction points.
- Gather voice of customer and interaction data from surveys, reviews, and observational studies
- Analyze feedback to identify behavioral trends and pain points
- Map current-state customer journeys across all business touchpoints
- Design future-state interaction models and service blueprints
- Validate the proposed experience design with target user groups
- Finalize the journey maps and transition to channel implementation
Outcome: A validated future-state customer journey map and interaction design is finalized for implementation across channels.