AI is transforming how work gets done, but with it comes disruption. New tools, new interfaces, and new behaviours that people need to adopt. Too often, technology solutions are rolled out without considering the people who will use them, leading to poor adoption and limited business impact.

This session takes a different approach. Hamish Sheild will show how applying human-centered design principles to AI agents built with Copilot Studio leads to higher adoption, happier users, and stronger ROI.

You’ll learn:

- How to run workshops that help users understand the potential of AI agents and how these tools can enhance their work rather than replace it.

- Ways to uncover user needs and preferences for how they want to interact with agents.

- Practical techniques for designing agent interfaces and experiences that feel natural, useful, and trustworthy.

- A real-world case study from the education sector where a thoughtfully designed agent achieved rapid adoption and delivered measurable business value.

This session is about more than building agents. It’s about building the right agents. Ones that empower people to do their best work, while giving organisations the return on investment they expect.