What do a Brazilian retail strategist and an Indian industrial designer have in common? A passion for transforming complex systems through service design—and a shared mission to push the profession forward. In this episode, Lou welcomes Gustavo Vieira and Shreya Dahwan, two of the curators behind the upcoming Advancing Service Design conference, for a behind-the-scenes look at how service design is evolving—and how they’re helping shape that evolution.
Gustavo shares how his early work in franchising sparked a fascination with aligning brand strategy, operations, and customer experience, eventually leading him to service design as a more holistic lens. Shreya’s journey began with product design in hospitals, where she realized the real challenge wasn’t just designing a better object—it was improving the entire system around it.
Together, they reflect on the emerging trends in the field, including the move toward systems-level thinking, new contexts like journalism and B2B, and the rich global collaboration shaping this year’s conference. The conversation is full of thoughtful insight, heartfelt reflection, and a few unexpected gifts—from Ken Wilber to Picasso.
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What do a Brazilian retail strategist and an Indian industrial designer have in common? A passion for transforming complex systems through service design—and a shared mission to push the profession forward. In this episode, Lou welcomes Gustavo Vieira and Shreya Dahwan, two of the curators behind the upcoming Advancing Service Design conference, for a behind-the-scenes look at how service design is evolving—and how they’re helping shape that evolution.
Gustavo shares how his early work in franchising sparked a fascination with aligning brand strategy, operations, and customer experience, eventually leading him to service design as a more holistic lens. Shreya’s journey began with product design in hospitals, where she realized the real challenge wasn’t just designing a better object—it was improving the entire system around it.
Together, they reflect on the emerging trends in the field, including the move toward systems-level thinking, new contexts like journalism and B2B, and the rich global collaboration shaping this year’s conference. The conversation is full of thoughtful insight, heartfelt reflection, and a few unexpected gifts—from Ken Wilber to Picasso.
Behind the Scenes of Advancing Service Design with Shreya Dhawan & Gustavo Vieira
Rosenfeld Review Podcast
32 minutes 34 seconds
6 days ago
Behind the Scenes of Advancing Service Design with Shreya Dhawan & Gustavo Vieira
What do a Brazilian retail strategist and an Indian industrial designer have in common? A passion for transforming complex systems through service design—and a shared mission to push the profession forward. In this episode, Lou welcomes Gustavo Vieira and Shreya Dahwan, two of the curators behind the upcoming Advancing Service Design conference, for a behind-the-scenes look at how service design is evolving—and how they’re helping shape that evolution.
Gustavo shares how his early work in franchising sparked a fascination with aligning brand strategy, operations, and customer experience, eventually leading him to service design as a more holistic lens. Shreya’s journey began with product design in hospitals, where she realized the real challenge wasn’t just designing a better object—it was improving the entire system around it.
Together, they reflect on the emerging trends in the field, including the move toward systems-level thinking, new contexts like journalism and B2B, and the rich global collaboration shaping this year’s conference. The conversation is full of thoughtful insight, heartfelt reflection, and a few unexpected gifts—from Ken Wilber to Picasso.
Rosenfeld Review Podcast
What do a Brazilian retail strategist and an Indian industrial designer have in common? A passion for transforming complex systems through service design—and a shared mission to push the profession forward. In this episode, Lou welcomes Gustavo Vieira and Shreya Dahwan, two of the curators behind the upcoming Advancing Service Design conference, for a behind-the-scenes look at how service design is evolving—and how they’re helping shape that evolution.
Gustavo shares how his early work in franchising sparked a fascination with aligning brand strategy, operations, and customer experience, eventually leading him to service design as a more holistic lens. Shreya’s journey began with product design in hospitals, where she realized the real challenge wasn’t just designing a better object—it was improving the entire system around it.
Together, they reflect on the emerging trends in the field, including the move toward systems-level thinking, new contexts like journalism and B2B, and the rich global collaboration shaping this year’s conference. The conversation is full of thoughtful insight, heartfelt reflection, and a few unexpected gifts—from Ken Wilber to Picasso.
