Rosenfeld Review Podcast

What happens when a designer starts questioning “craft” itself? In this episode of the Rosenfeld Review, Lou Rosenfeld sits down with longtime collaborator and community builder Uday Gajendar to explore his provocative new idea: “anti-craft.” Drawing on decades of experience across enterprises, startups, and academia—as well as his role curating Rosenfeld conferences—Uday shares how his thinking on design craft has evolved from statecraft, stagecraft, and tradecraft into something more contrarian and expansive. Rather than treating craft as polish or perfection, Uday argues for looking inward—at the emotional, personal, pragmatic, and even spiritual layers that influence a designer’s work. He and Lou discuss how these hidden layers shape our taste, decisions, and impact, especially in an era where AI is transforming the practice of design. Uday makes the case for self-awareness and reflection as a way to strengthen both individual designers and teams, and hints at how his “anti-craft” framework might become a new tool for mapping the human side of design alongside its technical layers.

The second edition of Service Design: From Insight to Implementation, by Lavrans Løvlie, Andy Polaine, and Ben Reason isn’t just a refresh—it’s a reintroduction to a field that’s evolved significantly in the last decade. Whether you’re new to service design or a seasoned practitioner who read the first edition cover to cover, there’s something new to gain here. This second edition continues to serve as a foundational reference for teaching and learning, but now with updated language, contemporary case studies, and clearer frameworks for measuring service impact. Lavrans and Andy join Lou in today’s episode, and they acknowledge that their original work, while groundbreaking, often painted a slightly utopian picture of design practice. This edition brings a more grounded perspective, reflecting the messy realities of organizational politics, cross-functional collaboration, and measuring the value of design. Tools like service blueprints have been sharpened, not just described—making it easier for designers to move from abstract ideas to tangible outcomes. And for experienced professionals? You’ll find new material that helps you advocate for service design more effectively within complex organizations, alongside updated thinking on ROI, team structures, and evolving roles in product-led environments. It’s not just a book—it’s a toolkit for navigating what’s next.

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 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 Dhawan, 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.

Jen Briselli’s journey into service design didn’t start with design at all—it started in a physics classroom. From studying the fundamental workings of the universe to teaching high schoolers how to grasp complex physics concepts, Jen’s interdisciplinary curiosity has always driven her path. That same intellectual agility eventually led her to discover information design, dive headfirst into Carnegie Mellon’s legendary design program, and eventually rise to executive leadership at Mad*Pow. Now co-founder of Topology, Jen continues to explore how systems thinking, complexity science, and human-centered design intersect to build adaptive organizations. In this episode, Jen and Lou preview her upcoming talk at Advancing Service Design 2025 and unpack why learning—not certainty—should be the North Star of design practice. She shares how service designers can operate more effectively by zooming out to see systems-level patterns and zooming back in to take practical action. From breaking down spatial and temporal complexity to explaining how constraints inhibit organizational learning, Jen reframes service design as an adaptive, constantly evolving practice. Whether you're a seasoned designer or simply service-design curious, this episode will stretch your thinking about what service design is—and what it can become.