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.
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.
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.
Design operations isn’t just about process—it’s about shaping better products, teams, and organizations from the inside out. José Coronado joins Lou to unpack why DesignOps deserves to be treated as a true design discipline. Drawing on his experience leading global teams at JPMorgan Chase, Target, and beyond, José shares strategies for embedding operational roles into business units, measuring impact, and scaling design without sacrificing quality.
They explore how enterprise UX has evolved since the iPhone, why service design is the right lens for thinking about internal operations, and what it takes to foster effective cross-functional collaboration. The conversation offers a preview of José’s upcoming panel at the 2025 DesignOps Summit—and plenty of practical insights for DesignOps professionals at any stage of their journey.
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.
