Introduction to Agentic Experience Design

Learn how to design responsible, effective AI agents using the 12-step CDI Method for Agentic Experience Design (AXD). This introductory course gives you the shape of the method: where agents should act, how to design their behavior, and how to deploy them with governance, trust and human-centric experience at the core. When you're ready to run it end to end, continue with the full Agentic Experience Design course.

Agentic systems are transforming how organisations design and deliver customer experiences. Instead of rigid workflows or scripted bots, AI agents can reason, take action, and coordinate across systems. Designing these experiences requires a new discipline: Agentic Experience Design (AXD).

In this course, you will be introduced to the the 12-step CDI Method for AXD, a structured approach to decide where agents should act, to design how they behave, and how to deploy them responsibly at scale. Rather than focusing on prompts or specific tools, the course emphasises human-centric design, governance, and real-world decision making. You will learn how to define agent roles, map complex context, design golden conversations, structure enterprise knowledge, and integrate agents into systems while maintaining trust and control.

By the end of the course, you will understand how to design, validate, and deploy agentic systems that are effective, safe, and aligned with real human needs. This course gives you the shape of the method. The full Agentic Experience Design course teaches you to run it, with six modules and 60 lessons applying all twelve steps, and prepares you for the Professional AXD certification exam.

Understand the shift from traditional automation to agentic systems, and why it changes how experiences are designed
See how Conversational Capital is built or burned when agents act on people's behalf
Distinguish bots, workflows, assistants and agents
Get an overview of the 12-step CDI Method for Agentic Experience Design (AXD), from scoping use cases to deployment
Recognise where AI agents add value in customer journeys, and where automation should not be used
Understand the role of guidelines, the Agentic Canvas and golden conversations in designing agent behavior
See how testing, knowledge architecture and tool integration keep agents safe and trustworthy at scale

In 2018, Hans co-founded the Conversation Design Institute to establish processes, techniques, and organizational standards to professionalize the role of conversation design within large enterprises.

Hans also sits upon the board of CDI Foundation, which is focused on undertaking research, education and industry development, along with providing scholarships to help people from underrepresented and disadvantaged backgrounds enter the CAI industry.