Reinventing Your Digital Experience for the Agentic Era

1. Diagnose Your Digital Journey: Find the Friction

Start by reviewing your core digital journeys through a new lens:

• Where do users get stuck, repeat actions, or drop off?
• What are the tedious, repetitive, or complex steps?
• Where are questions unresolved or goals left incomplete?

Tip: Interview customers; shadow them if possible. Listen for: “I wish this just did it for me…”

2. Identify Agentic Value-Adds

For the pain points you find, ask:

• What if an intelligent agent did this on behalf of users?
• Could an agent automate, pre-fill, recommend, troubleshoot, or even surprise?

Examples:

• A customer service portal that proactively suggests solutions based on context
• An e-commerce site where an AI can curate a shopping cart based on a customer’s stated needs
• A workflow tool that drafts emails, updates records, or flags unusual patterns without being asked

3. Redesign User Interactions: From Actions to Delegations

Shift your UX thinking:

• Make it easy for users to express intent (typed, spoken, drag-and-drop).
• Clarify what the agent will do—and ensure there are easy ways to review, revise, or override.
• Build in transparency: What data is used, what will happen next, and how can the user regain control?

Pro tip: Use microcopy and UI cues that express partnership, not just automation.

4. Prototype and Iterate—Quickly

Bring agentic features to life fast:

• Use low-code tools and AI APIs to build rough versions.
• Test with real users—observe how trust is built or broken, what excites them, and what makes them nervous.
• Expect to refine flows around edge cases, error handling, and levels of autonomy.

5. Rethink Metrics for the Agentic Era

Don’t just track clicks or conversions.

• Measure delegation frequency: How often are people letting the agent handle things?
• Monitor resolution rate: How many tasks are successfully completed agent-only or agent-assisted?
• Listen to qualitative feedback on trust, comfort, and delight.

6. Prepare Your People and Tech

• Upskill product, UX, and engineering teams in prompt engineering, AI collaboration patterns, and ethical/transparent AI use.
• Implement robust feedback loops between user behavior, agent actions, and human oversight.
• Ensure your data, privacy, and security practices reflect the new responsibilities of agent-driven systems.

7. Evangelize and Educate

Communicate the value—and safety—of agentic interactions to your users:

• In-product onboarding and tooltips
• Clear options for manual control
• Help resources demystifying how your agent works

The more comfortable, empowered, and in control your users feel, the more adoption you’ll earn.