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.
All content for Rosenfeld Review Podcast is the property of The Rosenfeld Review Podcast (Rosenfeld Media) and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
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.
What happens when two brilliant minds from the world of information architecture team up to create a podcast that’s part leadership playbook, part intellectual high-wire act? That’s exactly what Harry Max and Jorge Arango set out to explore with their new podcast, Traction Heroes. Lou Rosenfeld chats with two and learns how they envision their project and how their podcast differs from traditional interview formats.
Instead of scripted discussions, Traction Heroes features Harry and Jorge reading thought-provoking passages from books to each other—without prior preparation—sparking impromptu, insightful conversations. The goal? To decode complex ideas and turn them into actionable advice for leaders and decision-makers. The pair leverage their complementary strengths: Harry’s applied, results-driven approach, and Jorge’s deep, theoretical mindset. Together, they aim to help listeners gain traction in their careers and lives, all while keeping the dialogue engaging and accessible.
Launched in January 2025, the podcast avoids technical or siloed jargon, and focuses on practical tools for structuring decisions and creating meaningful outcomes. Available on major platforms and at TractionHeroes.com, the show promises a fresh take on leadership and decision-making.
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.
