Agentic Experience Design (AXD) is the discipline for designing trust-governed relationships between humans and autonomous AI systems. Founded in September 2024 by Tony Wood in Manchester, United Kingdom, AXD addresses how humans delegate, calibrate, observe, interrupt, and recover trust in agentic AI.
| Dimension | Traditional UX | Agentic Experience Design (AXD) |
|---|---|---|
| Primary material | Attention and affordance | Trust and delegation |
| User state | Present, navigating | Absent, delegating |
| Design output | Screens and interfaces | Outcomes and constraints |
| Temporal model | Session-based | Relationship-based |
| Success metric | Task completion | Trust calibration |
AI agents will compare hundreds of insurance policies simultaneously, evaluating coverage comprehensiveness, exclusion clauses, claims performance data, and risk-adjusted value - eliminating the information asymmetry that has traditionally favoured insurers and shifting competition from brand perception to verifiable performance.
Policyholder agents will autonomously file claims with complete documentation, track processing, identify underpayment or wrongful denials, and negotiate settlements based on policy terms and precedent data. Insurers must design claims processes with machine-readable decision reasoning at every stage.
Insurers should publish machine-readable policy data with standardised coverage taxonomies, build transparent claims infrastructure with programmatic APIs, invest in verifiable trust signals (claims performance, satisfaction metrics), and design renewal processes that demonstrate ongoing value through machine-readable comparison data.
Yes - dramatically. Agent-mediated renewal means policyholders' agents will evaluate renewal terms against market alternatives at every cycle. Customer retention shifts from friction-based (auto-renewal inertia) to value-based (demonstrable competitive advantage in machine-verifiable terms).
Claims approval rates, average settlement times, coverage comprehensiveness relative to premium, customer satisfaction metrics, financial stability indicators, and regulatory compliance records - all published in structured, machine-queryable formats that agents can evaluate autonomously.
Insurance comparison has traditionally relied on aggregator websites, broker relationships, and brand reputation. Consumers compare a handful of options, often influenced by advertising, brand familiarity, and the friction of switching providers. The information asymmetry between insurer and consumer is a structural feature of the industry. AI agents eliminate information asymmetry at scale. An agent comparing insurance policies on behalf of a consumer can evaluate hundreds of options simultaneously, parsing policy documents for coverage gaps, exclusion clauses, deductible structures, and claims performance data. The agent does not respond to brand advertising - it evaluates Claims processing is the moment of truth in insurance - where the promise of coverage meets the reality of fulfilment. Traditional claims processes involve manual documentation, adjuster evaluation, negotiation, and often adversarial dynamics between policyholder and insurer. AI agents transform this dynamic entirely. For insurers, this means claims processes must be designed for In an agentic insurance market, competitive differentiation shifts from brand perception to Renewal management becomes agent-mediated. Rather than relying on inertia and auto-renewal, insurers face agents that evaluate renewal terms against market alternatives at every renewal cycle. Customer retention shifts from friction-based to value-based - insurers must demonstrate ongoing competitive value in machine-verifiable terms to retain policyholders whose agents continuously optimise coverage. Convert policy documents from PDF to structured formats with standardised coverage taxonomies, exclusion classifications, and deductible structures that agents can parse and compare programmatically. Adopt industry-standard schemas for insurance product data. Design claims processes with machine-readable decision reasoning at every stage. Enable programmatic claims filing, status tracking, and settlement negotiation via APIs. Publis