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.
Tough conversations can feel like real-life horror stories—but they don’t have to. In We Need to Talk: A Survival Guide for Tough Conversations, Joshua Graves offers a practical, psychologically grounded toolkit for navigating conflict with clarity and courage. Drawing on insights from neuroscience, psychology, and his own lived experience, Graves explains why our brains react so strongly to tension and conflict—and what we can do about it.
Lou and Joshua discuss workplace power dynamics, emotional triggers, and avoidance patterns, showing how even a moment of pause can shift the outcome. Joshua’s advice? Slow down. Breathe. Ask questions that begin with what or how instead of why. And remember, you're allowed to step away and come back—conflict doesn't need to be resolved in the heat of the moment.
Whether you're facing pay disputes, boundary violations, or breakdowns in trust, Joshua’s goal isn’t to script your response but to equip you with flexible, self-aware tools you can adapt to your own voice.
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.
