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Rosenfeld Authors Answer your Questions

A collection of Ask Me Anything (AMA) sessions with Rosenfeld Media authors.

Recent Videos All videos

Jeff Gothelf

"Everyone has a customer — whether external users, third-party vendors, or internal colleagues; those humans consuming your product are your customers."

Jeff Gothelf

Who does what by how much?

November 20, 2025

Ben Reason

"Designers act as mediators and neutral parties to get stuck projects unstuck through design diplomacy."

Ben Reason Aline Horta Majid Iqbal Fabiano Leoni

Making the system visible: The fastest path to better decisions

November 20, 2025

Bethany Brown

"Co-creation only works when it has boundaries."

Bethany Brown

Rewiring operations with service design and AI

November 20, 2025

Dharani Perera

"Buy-in is critical: stakeholders need to believe the team can move through change and support them."

Dharani Perera

The mandala of service design: unlocking alignment and action through service design

November 20, 2025

Milan Guenther

"Edgy asks three fundamental questions: Why are we here? What’s the role this enterprise plays in people’s lives? And what do we need to make it work?"

Milan Guenther Benjamin Kumpf

The $212 billion ‘so what?’: unlocking impact in development cooperation

November 20, 2025

Tamara Kartoziia

"Combining customer journey mapping and jobs to be done gave us a clear set of opportunities stemming directly from the garage’s reality."

Tamara Kartoziia

Think global, adapt local: how service design accelerated B2B market entry by 6 months

November 20, 2025

Gabriela Barneva

"You don’t need a huge planned research study; even two participants can uncover valuable insights."

Gabriela Barneva

Operationalizing Inclusive Design in Service Design

November 20, 2025

Ned Dwyer

"Training non-researchers in bias awareness and methodology is essential to prevent poor data and insights."

Ned Dwyer

Right horses for the right courses – how and when to democratize research

November 20, 2025

Shreya Dhawan

"We design interactions and hope to influence the experience, but we don’t control the system fully."

Shreya Dhawan Victor Udoewa Xènia Viladas Florian Vollmer

Making service tangible: the fastest path to higher performance

November 19, 2025

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