How AI agent teams, service blueprints-as-code, and autonomous tooling are transforming service design from insight to operations
By Sam Mozaffari · August 2026
An Inflection Point
25
Chapters covering the full agentic service design practice
74
Methods compiled as executable code
About the Book
The Agentic Service Designer covers the entire service design discipline through an AI-first lens: agent teams, service blueprints-as-code, content-addressed evidence registers, and autonomous operations.
Written with AI assistance using an agentic publishing pipeline. The author directed, reviewed, and approved all content. Second edition, August 2026. Free for personal and noncommercial use under CC BY-NC-ND 4.0; commercial and organizational use requires a separate license.
The book includes 25 chapters and 3 appendices: one canonical practice compiled to twelve surfaces, a 10-role agent harness, 74 methods as code, case studies on eight fictional organisations, and a full mastercase engagement run end to end, from discovery to operations.
“The blueprint is no longer a slide. One canonical practice, compiled to every surface, executed by agent teams under human phase gates.”
Sam Mozaffari →
Author & Experience Designer · Sydney
What the book covers:
AI agent teams now run the loop from evidence to blueprint to operations, with humans deciding at every phase gate.
Part I · Foundations
Before agents touch a workshop wall, the discipline needs an operating system: one canonical practice contract compiled to twelve surfaces, an evidence-first shared loop, and a ten-role team. These four chapters establish the mental model for everything that follows.
In this section:
Part II · Discovery & Research
Transcript mining at scale, mixed methods, evidence-backed segmentation, mental models, ecosystem maps, and living journey maps: research ops that produce evidence an agent can cite, not anecdotes it must guess at.
In this section:
Part III · Blueprints & Design
Five-lane master blueprints with a line of visibility, the sixth agentic lane of autonomous workflows, cross-channel orchestration, machine-speed ideation, prototyping, recovery engineering, and CX maturity governance.
In this section:
Part IV · Platform & Tooling
Chapter 17
The 29-tool server that exposes the whole practice to any agent
Chapter 18
The Claude Code plugin and coding-agent host packs
Chapter 19
Multi-agent service design on the open agent network
Chapter 20
The integrated workbench for the agentic practice
Part V · Operations & Outlook
SOPs-as-code, frontline enablement and employee experience, the 15 principles of good public services, a complete mastercase engagement at Meridian Bay Ferries, and the agentic practice ahead.
In this section:
Appendices
The Agentic Service Designer
How AI agent teams, service blueprints-as-code, and autonomous tooling are transforming service design from insight to operations. By Sam Mozaffari. Second Edition, August 2026.
Front Matter
Front Matter
Chapter 01
Chapter 02
Chapter 03
Chapter 04
Chapter 05
Chapter 06
Chapter 07
Chapter 08
Chapter 09
Chapter 10
Chapter 11
Chapter 12
Chapter 13
Chapter 14
Chapter 15
Chapter 16
Chapter 17
Chapter 18
Chapter 19
Chapter 20
Chapter 21
Chapter 22
Chapter 23
Chapter 24
Chapter 25
Appendix A
Appendix B
Appendix C
Free for personal and noncommercial use. Read online, or download the PDF and EPUB from sammozaffari.github.io/portfolio/book.html.
CC BY-NC-ND 4.0 · Personal/noncommercial sharing of the unadapted work · Written with AI assistance