Sam
Mozaffari

As an Experience Designer at KFC South Pacific, I lead and co-lead service design projects in both team member and customer experience. Changes from that work have shipped to a workforce of more than 50,000 people. My research redirected a service-quality programme from speed to competence and set out a roadmap for safety reporting across 900 restaurants. I built the AI-assisted research tool behind the safety work and reviewed each of the study's 232 records by hand.

Outside work, the practice behind the book:

• AI-first service design architectures: One canonical practice compiled to twelve surfaces, from CLI to canvas.
• Service blueprints-as-code: Five-lane blueprints plus a sixth agentic lane, kept as versioned code.
• Evidence-first research ops: Content-addressed evidence registers and deterministic fact-checking behind every claim.
• An agent harness: Ten agent roles and 74 methods as code, worked through case studies on fictional organisations.

I wrote The Agentic Service Designer as the operating manual for that practice: the theory (Service-Dominant Logic, the Service Profit Chain, Good Services), the platform architecture, the ten-role agent topology, the full blueprinting craft, and a mastercase engagement run end to end, so service designers, product managers, design leaders, and transformation architects can build autonomous, evidence-gated service design workflows with AI agents.