At Making Science, we’ve always been committed to staying ahead of tech transformation. We’re excited to share that our UX/UI department is evolving into CX/AX Design – a change that represents our vision for the future of digital experiences.
This transition comes at a pivotal moment. After years of remarkable growth and innovation at Making Science, we’ve witnessed firsthand how rapidly the technology landscape is transforming. This evolution in our approach isn’t merely a rebranding – it’s a strategic shift that prepares our clients for the next wave of digital engagement.
Why we’re expanding our focus
For years, User Experience (UX) and User Interface (UI) have been the industry standard terms for describing digital product design. These concepts have served us well, focusing our attention on creating intuitive, beautiful interfaces for human users.
However, as noted UX pioneer Jakob Nielsen recently observed in his article “Hello AI Agents: Goodbye UI Design, RIP Accessibility,” we’re entering an era where direct human interaction with interfaces may no longer be the primary mode of digital engagement.
At Making Science, we’ve anticipated this shift. By expanding our focus to Customer Experience (CX) and Agent Experience (AX), we’re ensuring our work remains relevant and impactful in an increasingly AI-mediated world.
The dual future of design with CX and AX
Customer experience (CX)
CX takes a holistic view that extends beyond interface interactions:
- The entire customer journey across all touchpoints
- Emotional responses and satisfaction at each stage
- Brand perception before, during, and after engagement
- Seamless integration of online and offline experiences
- Service design and delivery
While UX focuses on how users interact with specific products, CX considers the entirety of a customer’s relationship with a brand or organization.
Agent experience (AX)
Here’s where we’re truly breaking new ground. Agent Experience (AX) recognizes the emerging reality that AI agents will increasingly mediate between humans and digital services:
- Designing for AI agents that navigate interfaces on behalf of users
- Creating structured data and content that both humans and AI can efficiently process
- Developing interaction patterns optimized for both direct human manipulation and agent-based operations
- Ensuring our digital products work seamlessly in an agent-first ecosystem
Transforming possibilities for our clients
This evolution significantly expands what we can deliver:
- Comprehensive ecosystem design: We now address not just how your product works, but how it fits into your customers’ lives and interacts with emerging technologies.
- Future-proofed digital assets: Your digital presence will be prepared for both traditional human users and the coming wave of AI agent interaction.
- Strategic advantage: Our approach bridges UX fundamentals with business strategy and technological innovation, positioning your brand ahead of competitors.
- Excellence across all touchpoints: While expanding our scope, we remain committed to creating beautiful, usable interfaces for direct human interaction.
Our unique AI methodology
At Making Science, we’ve been developing our proprietary Synthetic Users Methodology to gain unprecedented insights into how both humans and AI agents interact with digital experiences.
This methodology has become our own “search for intelligent life” – uncovering behaviors and patterns that traditional methods simply can’t detect. The insights we’ve gained have been instrumental in our evolution toward CX/AX Design, allowing us to create experiences that not only meet current needs but anticipate future demands.
Honoring fundamentals while embracing the future
This strategic shift doesn’t abandon the principles that have guided exceptional design for decades. Rather, it expands our perspective to address new realities. The fundamentals of human psychology, visual design, and usability remain relevant – but they’re now applied in increasingly sophisticated contexts.
As Nielsen points out, AI agents don’t replace human users – they serve them. Our goal remains creating exceptional experiences that serve human needs, whether directly or through technological mediation.
Partner with Making Science
As we embrace this new approach, we invite forward-thinking organizations to join us in exploring the expanded possibilities of CX/AX Design. The tech landscape continues to evolve at a breathtaking pace, and together, we can create solutions that work brilliantly today while anticipating the needs of tomorrow.
Ready to transform your digital experience?
Our CX/AX Design team is ready to help elevate your digital presence. Whether you’re looking to enhance your customer journey, prepare for an AI-first future, or simply create more engaging digital experiences, we have the expertise and vision to help you succeed.
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