frog North America's Head of Service Design, Bethany Brown, joins Lou to explore the intersection of service design, operations, and AI. With roots in industrial design and global experience across firms like EPA and Engine, Bethany brings a unique lens to tackling large-scale organizational friction.
She walks us through a real-world case study from her upcoming talk at the Advancing Service Design conference (November 19-20), where her team used service design principles to help a company identify costly operational breakdowns, before applying AI to streamline processes and improve financial outcomes. Instead of leading with technology, Bethany’s approach centers on deeply understanding human workflows, mapping them visually, and uncovering where systems are failing frontline workers.
Through this lens, “operations” becomes less about rigid systems and more about the connective tissue of a service experience. And service design becomes the glue that aligns people, technology, and strategy. It’s a talk—and a conversation—not to miss.
Plus, Bethany shares the best career advice she ever received, and pays tribute to the educator who helped her realize design is an ever-evolving discipline, not a fixed path.
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frog North America's Head of Service Design, Bethany Brown, joins Lou to explore the intersection of service design, operations, and AI. With roots in industrial design and global experience across firms like EPA and Engine, Bethany brings a unique lens to tackling large-scale organizational friction.
She walks us through a real-world case study from her upcoming talk at the Advancing Service Design conference (November 19-20), where her team used service design principles to help a company identify costly operational breakdowns, before applying AI to streamline processes and improve financial outcomes. Instead of leading with technology, Bethany’s approach centers on deeply understanding human workflows, mapping them visually, and uncovering where systems are failing frontline workers.
Through this lens, “operations” becomes less about rigid systems and more about the connective tissue of a service experience. And service design becomes the glue that aligns people, technology, and strategy. It’s a talk—and a conversation—not to miss.
Plus, Bethany shares the best career advice she ever received, and pays tribute to the educator who helped her realize design is an ever-evolving discipline, not a fixed path.
Navigating the AI-Driven Shift in DesignOps with Aletheia Delivre
Rosenfeld Review Podcast
30 minutes 24 seconds
2 months ago
Navigating the AI-Driven Shift in DesignOps with Aletheia Delivre
Design operations is increasingly about navigating a moving target. AI-infused tooling is upending established models, and the pace of change is forcing teams to rethink everything from handoffs to team dynamics to what quality even means.
As systems fracture and new patterns emerge, Ops leaders are stepping into roles that feel more like architects than managers—shaping the blueprint for how design and engineering build together in real time.
One of those leaders is Aletheia DeLivre, Senior Program Manager of Design Engineering Collaboration & Strategy at Microsoft, and a featured speaker at the upcoming DesignOps Summit. In this conversation, she and Lou unpack how AI is disrupting workflows, accelerating timelines, and reshaping power dynamics between disciplines.
Rosenfeld Review Podcast
frog North America's Head of Service Design, Bethany Brown, joins Lou to explore the intersection of service design, operations, and AI. With roots in industrial design and global experience across firms like EPA and Engine, Bethany brings a unique lens to tackling large-scale organizational friction.
She walks us through a real-world case study from her upcoming talk at the Advancing Service Design conference (November 19-20), where her team used service design principles to help a company identify costly operational breakdowns, before applying AI to streamline processes and improve financial outcomes. Instead of leading with technology, Bethany’s approach centers on deeply understanding human workflows, mapping them visually, and uncovering where systems are failing frontline workers.
Through this lens, “operations” becomes less about rigid systems and more about the connective tissue of a service experience. And service design becomes the glue that aligns people, technology, and strategy. It’s a talk—and a conversation—not to miss.
Plus, Bethany shares the best career advice she ever received, and pays tribute to the educator who helped her realize design is an ever-evolving discipline, not a fixed path.
