{"id":6139,"date":"2025-11-20T09:18:52","date_gmt":"2025-11-20T14:18:52","guid":{"rendered":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/?page_id=6139"},"modified":"2025-11-20T09:18:52","modified_gmt":"2025-11-20T14:18:52","slug":"day-1-service-design-performs-value","status":"publish","type":"page","link":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/day-1-service-design-performs-value\/","title":{"rendered":"Day 1: Service Design Performs Value"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6142\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-14-300x170.png\" alt=\"\" width=\"529\" height=\"300\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-14-300x170.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-14-1024x582.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-14-768x436.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-14-600x341.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-14.png 1458w\" sizes=\"auto, (max-width: 529px) 100vw, 529px\" \/><\/p>\n<p>\u2014 Welcome everyone and will start by stating I\u2019m so pleased to be here and work with the Rosenfeld teams<!-- notionvc: 287867d0-ca63-4340-9418-519330561678 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6143\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-15-300x169.png\" alt=\"\" width=\"618\" height=\"348\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-15-300x169.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-15-1024x576.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-15-768x432.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-15-600x338.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-15.png 1450w\" sizes=\"auto, (max-width: 618px) 100vw, 618px\" \/><\/p>\n<p>\u2014 Start with acknowledging that I\u2019m not a formal services designer, but began my career in finance<\/p>\n<ul>\n<li>My Dad ran a medical device business, and asked me to get involved with it, and often handed me term sheets and asked me to help figure it out<\/li>\n<\/ul>\n<p>\u2014 Tried to understand things, but some things didn\u2019t click, so I decided to go into finance after college to unravel the mystery of it<\/p>\n<p><!-- notionvc: 980c5c51-78f8-44da-92c1-9d323f3f0ab3 --><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6144\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-16-300x169.png\" alt=\"\" width=\"600\" height=\"338\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-16-300x169.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-16-1024x576.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-16-768x432.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-16-600x337.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-16.png 1430w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/p>\n<p>\u2014 I went in thinking that I\u2019d learn about the language of finance, and wanted a decoder ring for what to do<\/p>\n<ul>\n<li>And I expected finance to be numerical and rational\u2014 with precision<\/li>\n<\/ul>\n<p>\u2014 I ended up working in development finance and equity finance, and learned finance is not just a system<\/p>\n<p><!-- notionvc: a1b6f9e8-d907-4b62-92ca-c258acbe28f9 --><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6145\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-17-300x167.png\" alt=\"\" width=\"602\" height=\"335\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-17-300x167.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-17-1024x570.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-17-768x428.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-17-600x334.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-17.png 1426w\" sizes=\"auto, (max-width: 602px) 100vw, 602px\" \/><\/p>\n<p>\u2014 Finance is how institutions is rehearse judgment and decide what\u2019s possible by determining who gets funded or who doesn\u2019t<\/p>\n<ul>\n<li><strong>Every spreadsheet is emotional, and every metric performs a worldview<\/strong><\/li>\n<\/ul>\n<p><!-- notionvc: 935c7d30-b0d5-4151-9a98-f7d00c0c3329 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6146\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-18-300x174.png\" alt=\"\" width=\"647\" height=\"375\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-18-300x174.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-18-1024x595.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-18-768x446.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-18-600x349.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-18.png 1422w\" sizes=\"auto, (max-width: 647px) 100vw, 647px\" \/><\/p>\n<p>\u2014 I then escaped Wall Street for a company that was part of the dot-com boom and thought I was leaving the world of performance behind <!-- notionvc: a0ffc29e-23d5-44a9-9f97-b5f7c73761fb --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6147\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-19-300x166.png\" alt=\"\" width=\"604\" height=\"334\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-19-300x166.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-19-1024x566.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-19-768x424.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-19-600x332.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-19.png 1444w\" sizes=\"auto, (max-width: 604px) 100vw, 604px\" \/><\/p>\n<p>\u2014 Then at Frog Design while lighting was different and fixtures were different, I was still performing<\/p>\n<p>\u2014 At Frog, I was there to prepare projects to greenlight and getting buy-in from the Executive Director of product, to C-suite, and even presenting to the board room<\/p>\n<ul>\n<li>The Disney TV set above was Frog\u2019s performance based contract, and it\u2019s lifecycle included hosting students for pitch night<\/li>\n<\/ul>\n<p>\u2014 Went on for leading for strong relationship with Disney<\/p>\n<p><!-- notionvc: 7cec3b5f-f35d-440d-98ea-598f0ed6f261 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6148\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-20-300x162.png\" alt=\"\" width=\"633\" height=\"342\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-20-300x162.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-20-1024x554.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-20-768x416.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-20-600x325.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-20.png 1470w\" sizes=\"auto, (max-width: 633px) 100vw, 633px\" \/><\/p>\n<p>\u2014 I was never able to break from the performance choreography, no matter what I did<\/p>\n<ul>\n<li>Social data, health data, venture backed growth, worked in non-profits, government, teaching&#8230;<\/li>\n<\/ul>\n<p>\u2014 Each org had performative script about value<\/p>\n<ul>\n<li>It\u2019s not just reflecting on what we want out of performance, but core question of what we are grappling with, and where markets and society are converging<\/li>\n<\/ul>\n<p><!-- notionvc: c3251ae4-2181-4d30-bfd8-0f43d1a4de90 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6149\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-21-300x165.png\" alt=\"\" width=\"636\" height=\"350\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-21-300x165.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-21-1024x562.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-21-768x422.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-21-600x329.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-21.png 1406w\" sizes=\"auto, (max-width: 636px) 100vw, 636px\" \/><\/p>\n<p>\u2014 Here\u2019s my argument<\/p>\n<ul>\n<li><strong>Performance is where service designers can get more ambitious and re-imagine what performance can be<\/strong><\/li>\n<\/ul>\n<p>\u2014 The way we design systems and how we measure what matters is important for performance<\/p>\n<p><!-- notionvc: ed6658a4-b24e-4a5e-9c93-40d64fab87b7 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6150\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-22-300x157.png\" alt=\"\" width=\"617\" height=\"323\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-22-300x157.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-22-1024x535.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-22-768x401.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-22-600x314.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-22.png 1278w\" sizes=\"auto, (max-width: 617px) 100vw, 617px\" \/><\/p>\n<p>\u2014 In service design, there is the idea of the front-stage and back-stage for a service blueprint<\/p>\n<ul>\n<li><strong>Front stage<\/strong>: What the customer sees when interacting with the service\u2014 where experience is delivered and expectations are formed.<\/li>\n<li><strong>Back stage:<\/strong> The processes, people and technologies that enable the front-stage experience, but that are invisible to the customers<\/li>\n<\/ul>\n<p>\u2014 Comparable to numerator and denominator of an equation<\/p>\n<p><!-- notionvc: 14da80bf-9cca-4df8-be41-6bbc76599297 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6151\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-23-300x141.png\" alt=\"\" width=\"630\" height=\"296\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-23-300x141.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-23-1024x482.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-23-768x362.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-23-600x283.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-23.png 1202w\" sizes=\"auto, (max-width: 630px) 100vw, 630px\" \/><\/p>\n<p>\u2014 There\u2019s also the numerator and denominator value of \u201ccreating value and capture value\u201d<\/p>\n<p>\u2014 This leverage can be skewed<\/p>\n<ul>\n<li>It was a lesson we learned in the dot-com bust 25 years ago, and will likely repeated in the coming LLM bust\n<ul>\n<li>But there will be plenty to rebuild when the crash happens, and that\u2019s where design will be strongest<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- notionvc: 75ba3a0f-8bef-4b7f-b366-ed73ac3f9820 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6152\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-24-300x141.png\" alt=\"\" width=\"638\" height=\"300\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-24-300x141.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-24-1024x480.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-24-768x360.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-24-600x281.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-24.png 1276w\" sizes=\"auto, (max-width: 638px) 100vw, 638px\" \/><\/p>\n<p>\u2014 Then there is a broader business model canvas<\/p>\n<ul>\n<li>Concept of business model accessible generate revenues, and activities, resources and partners to pay for to generate costs<\/li>\n<\/ul>\n<p>\u2014 It\u2019s a gift that service designers and business model designers can provide to any organization<\/p>\n<p><!-- notionvc: 7c1ff024-6680-4c6e-9357-ec0803578b7e --><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6153\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-25-300x151.png\" alt=\"\" width=\"624\" height=\"314\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-25-300x151.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-25-1024x516.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-25-768x387.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-25-600x302.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-25.png 1444w\" sizes=\"auto, (max-width: 624px) 100vw, 624px\" \/><\/p>\n<p>\u2014 Investment resources can impact numerator and denominator of the canvas, along with the speed of expected return for capital deployed <!-- notionvc: 0441f25e-19e9-42b7-b4ca-bdeb3e4096af --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6154\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-26-300x170.png\" alt=\"\" width=\"611\" height=\"346\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-26-300x170.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-26-1024x579.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-26-768x435.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-26-600x339.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-26.png 1428w\" sizes=\"auto, (max-width: 611px) 100vw, 611px\" \/><\/p>\n<p>\u2014 And the curve varies depending on the enterprise<\/p>\n<p>\u2014 The value proposition expected to drive growth and costs to invest<\/p>\n<p><!-- notionvc: 957de397-5452-48dc-9838-16c8d19a628d --><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6155\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-27-300x165.png\" alt=\"\" width=\"618\" height=\"340\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-27-300x165.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-27-1024x563.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-27-768x422.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-27-600x330.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-27.png 1412w\" sizes=\"auto, (max-width: 618px) 100vw, 618px\" \/><\/p>\n<p>\u2014 Graph above shows how venture capital views the world, with hockey-stick growth and ever increasing growth of J-curve, and a tolerance for losses to generate customer value and get demand going<\/p>\n<ul>\n<li>Some people work in these spaces, or competing with companies that are in them<\/li>\n<\/ul>\n<p><!-- notionvc: cbacabf5-f28c-400c-83b6-657c93c6fc2c --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6156\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-28-300x158.png\" alt=\"\" width=\"621\" height=\"327\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-28-300x158.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-28-1024x540.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-28-768x405.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-28-600x316.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-28.png 1456w\" sizes=\"auto, (max-width: 621px) 100vw, 621px\" \/><\/p>\n<p>\u2014 Private equity, on the other hand, has a tighter field of action within debt repayment schedules, and discount with uncertainty about the future, which is embedded in every net present value number you\u2019ve had to argue with <!-- notionvc: d7ef93ce-3bf9-4cce-bb94-498fd04f0f6f --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6157\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-29-300x163.png\" alt=\"\" width=\"602\" height=\"327\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-29-300x163.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-29-1024x557.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-29-768x418.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-29-600x326.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-29.png 1438w\" sizes=\"auto, (max-width: 602px) 100vw, 602px\" \/><\/p>\n<p>\u2014 Corporate venture capital has different growth expectations<\/p>\n<ul>\n<li>Weigh the options of acting on a bet, versus the discount value, and what is the cost of not acting<\/li>\n<\/ul>\n<p><!-- notionvc: 7f7077c7-b3f3-40fa-b6de-44f4affefaca --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6158\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-30-300x169.png\" alt=\"\" width=\"604\" height=\"340\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-30-300x169.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-30-1024x578.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-30-768x433.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-30-600x338.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-30.png 1450w\" sizes=\"auto, (max-width: 604px) 100vw, 604px\" \/><\/p>\n<p>\u2014 The metric most designers identify with is Corporate Net Present Value ROI, and NPV within company structure where the innovation context needs to deliver value to sustain core business, and get revenue growth while launching adjacent markets to explore<!-- notionvc: 2e4bcd92-3b53-4368-adfe-f0aa16c9ad0e --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6159\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-31-300x158.png\" alt=\"\" width=\"604\" height=\"318\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-31-300x158.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-31-1024x539.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-31-768x404.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-31-600x316.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-31.png 1444w\" sizes=\"auto, (max-width: 604px) 100vw, 604px\" \/><\/p>\n<p>\u2014 And there is the framework for Government Cost Benefit Analysis to imagine what will happen with what government has to spend<\/p>\n<ul>\n<li>Clear cost and expected benefit are the rules here<\/li>\n<\/ul>\n<p><!-- notionvc: 87101270-6631-45a4-87bb-dc43903c1549 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6160\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-32-300x163.png\" alt=\"\" width=\"633\" height=\"344\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-32-300x163.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-32-1024x557.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-32-768x417.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-32-600x326.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-32.png 1446w\" sizes=\"auto, (max-width: 633px) 100vw, 633px\" \/><\/p>\n<p>\u2014 Then we have the exciting world of portfolio outcomes finance that talks about the possibility of projects interacting with each other<\/p>\n<ul>\n<li>Enabling environments for adaptive capacities to invest in, before market-based subscriptions can come in<\/li>\n<\/ul>\n<p><!-- notionvc: 16d9886a-8d06-44a7-ac4a-cd6e5bf7f2f7 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6161\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-33-300x171.png\" alt=\"\" width=\"600\" height=\"342\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-33-300x171.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-33-1024x583.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-33-768x437.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-33-600x341.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-33.png 1420w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/p>\n<p>\u2014 Where I spend time today is focusing on systemic finance with investors, communities, and philanthropists that have more of a portfolio approach<\/p>\n<ul>\n<li>You are not dealing with a company and program, so much as a nested set of interdependent outcomes, much like life<\/li>\n<\/ul>\n<p><!-- notionvc: b7517422-2030-4699-8edf-27aa46751db5 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6162\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-34-300x185.png\" alt=\"\" width=\"644\" height=\"397\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-34-300x185.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-34-1024x630.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-34-768x472.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-34-600x369.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-34.png 1200w\" sizes=\"auto, (max-width: 644px) 100vw, 644px\" \/><\/p>\n<p>\u2014 We will focus on the idea of performing value<!-- notionvc: 4b3fe2ae-4a23-4d03-9648-5e86bcce2088 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6163\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-35-300x159.png\" alt=\"\" width=\"583\" height=\"309\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-35-300x159.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-35-1024x542.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-35-768x407.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-35-600x318.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-35.png 1462w\" sizes=\"auto, (max-width: 583px) 100vw, 583px\" \/><\/p>\n<p>\u2014 I\u2019ll focus on specific set of interactions on how value is performed for the task of diabetes monitoring, with different funding frameworks<\/p>\n<ul>\n<li>Diabetes tech solution that was structured as a small business<\/li>\n<li>AI scribing and ambient AI adoption, that was venture capital backed<\/li>\n<li>A broader community focus on managing diabetes<\/li>\n<\/ul>\n<p>\u2014 We\u2019ll compare performance and outcomes across these frameworks<\/p>\n<p><!-- notionvc: 7315ccdb-07cc-4ab6-887f-9554ab277ddc --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6164\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-36-300x162.png\" alt=\"\" width=\"556\" height=\"300\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-36-300x162.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-36-1024x552.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-36-768x414.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-36-600x324.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-36.png 1398w\" sizes=\"auto, (max-width: 556px) 100vw, 556px\" \/><\/p>\n<p>\u2014 App was called OneDrop and was reimbursed by insurances, with set price per users<\/p>\n<ul>\n<li>Company had good run, and we raised a lot of money, and I jumped off the J-curve before it ran upwards<\/li>\n<\/ul>\n<p>\u2014 The KPI for this space was to lower the A1c value\u2014 which was the average amount of blood sugar in red blood cells<\/p>\n<ul>\n<li>Investors, insurers, pharma narrated the plot, and UX design came in afterwards<\/li>\n<li>It was a performance of care for those with smartphones and steady-data plans<\/li>\n<\/ul>\n<p><!-- notionvc: 9117b990-fb29-46e2-8159-413190756a13 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6165\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-37-300x155.png\" alt=\"\" width=\"588\" height=\"304\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-37-300x155.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-37-1024x529.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-37-768x397.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-37-600x310.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-37.png 1350w\" sizes=\"auto, (max-width: 588px) 100vw, 588px\" \/><\/p>\n<p>\u2014 The above equation of \u201cLifetime Value over Customer Acquisition Costs\u201d, was the key tool for service design teams, and applies to my work as a business modeler<\/p>\n<ul>\n<li>Lifetime value and cost of customer acquisition, changed how investor sees cost equation, and ultimately investing in LTV and average order values, while focusing on reducing the cost of acquisitions<\/li>\n<\/ul>\n<p><!-- notionvc: 438cb826-fa66-4027-bdd8-c49c8892ec01 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6166\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-38-300x163.png\" alt=\"\" width=\"541\" height=\"294\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-38-300x163.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-38-1024x556.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-38-768x417.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-38-600x326.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-38.png 1418w\" sizes=\"auto, (max-width: 541px) 100vw, 541px\" \/><\/p>\n<p>\u2014 Job in this company was to sell the product first, and the break the current razor blade-like business model for monitoring diabetes <!-- notionvc: 26d4451a-1394-429a-85f4-4cfbd7d38754 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6167\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-39-300x174.png\" alt=\"\" width=\"619\" height=\"359\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-39-300x174.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-39-1024x594.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-39-768x445.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-39-600x348.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-39.png 1424w\" sizes=\"auto, (max-width: 619px) 100vw, 619px\" \/><\/p>\n<p>\u2014 There was also an app to control day time use, food intake, and community readings that the broader team was doing, which led to greater net retention of revenue, allowing us to spend more <!-- notionvc: 209a21c2-bd3b-47de-8d47-a15553788d46 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6168\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-40-300x171.png\" alt=\"\" width=\"609\" height=\"347\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-40-300x171.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-40-1024x585.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-40-768x439.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-40-600x343.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-40.png 1418w\" sizes=\"auto, (max-width: 609px) 100vw, 609px\" \/><\/p>\n<p>\u2014 We could also add a diabetes educator and see how that impacted the margins <!-- notionvc: 6495c4ab-fbc2-4bbe-baed-915153fae656 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6169\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-41-300x172.png\" alt=\"\" width=\"602\" height=\"345\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-41-300x172.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-41-1024x586.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-41-768x439.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-41-600x343.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-41.png 1420w\" sizes=\"auto, (max-width: 602px) 100vw, 602px\" \/><\/p>\n<p>\u2014 Scenario explains why the company was allowed to lose money and intent model is rehearsed with same volume<\/p>\n<ul>\n<li>This defines how stages are set before service design even enters the picture<\/li>\n<\/ul>\n<p><!-- notionvc: e4a88821-c51a-4602-a33c-6fe6c7d3292d --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6170\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-42-300x145.png\" alt=\"\" width=\"623\" height=\"301\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-42-300x145.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-42-768x371.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-42-600x290.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-42.png 984w\" sizes=\"auto, (max-width: 623px) 100vw, 623px\" \/><\/p>\n<p>\u2014 Our second story, with a second set of metrics, that include merger of remote patient monitoring company, a revenue cycle management firm, and a for-profit hospital<\/p>\n<ul>\n<li>Existing hospitals took too long to close deals<\/li>\n<\/ul>\n<p><!-- notionvc: ef6e17d7-c459-49b3-ae9f-a140238a11e3 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6171\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-43-300x154.png\" alt=\"\" width=\"660\" height=\"339\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-43-300x154.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-43-1024x525.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-43-768x394.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-43-600x308.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-43.png 1404w\" sizes=\"auto, (max-width: 660px) 100vw, 660px\" \/><\/p>\n<p>\u2014 New act of revenue cycle management was a place for AI to enter for billing automation, and performance was tied to interaction with the tool, and key for providing connected financial performance <!-- notionvc: d245a321-39f1-4d45-8589-a355cb90b15e --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6172\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-44-300x170.png\" alt=\"\" width=\"588\" height=\"333\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-44-300x170.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-44-1024x581.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-44-768x436.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-44-600x340.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-44.png 1460w\" sizes=\"auto, (max-width: 588px) 100vw, 588px\" \/><\/p>\n<p>\u2014 The still allowed humans to be there, and the tools were offered for free<\/p>\n<ul>\n<li>Doctors cast in their role, with the goal of giving them more time<\/li>\n<\/ul>\n<p><!-- notionvc: d2bf4db7-6fe2-4811-8922-bedf0e9f0ee6 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6173\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-45-300x161.png\" alt=\"\" width=\"572\" height=\"307\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-45-300x161.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-45-1024x549.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-45-768x411.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-45-600x321.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-45.png 1426w\" sizes=\"auto, (max-width: 572px) 100vw, 572px\" \/><\/p>\n<p>\u2014 The equation here is on-tech site consultants, turning interaction patterns into product requirements, creating data ontology, and front load data and figure out how to define health value<!-- notionvc: c79c1e64-2580-4284-b64b-0a0a3b25cd2f --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6174\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-46-300x167.png\" alt=\"\" width=\"602\" height=\"335\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-46-300x167.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-46-1024x569.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-46-768x427.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-46-600x334.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-46.png 1414w\" sizes=\"auto, (max-width: 602px) 100vw, 602px\" \/><\/p>\n<p>\u2014 So if you come across these organization as a service designer, don\u2019t wait for the brief to show up<\/p>\n<ul>\n<li><strong>Understand the stage is already set by the funding model and metrics, and work to gather data accordingly<\/strong><\/li>\n<\/ul>\n<p><!-- notionvc: 9dbb8c30-32e4-4389-a32e-21ca8488d6f9 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6175\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-47-300x170.png\" alt=\"\" width=\"559\" height=\"317\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-47-300x170.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-47-1024x580.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-47-768x435.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-47-600x340.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-47.png 1412w\" sizes=\"auto, (max-width: 559px) 100vw, 559px\" \/><\/p>\n<p>\u2014 For our final model, I\u2019ll go to Winnipeg, Canada and the island lake region where healthcare is provided by helicopter and boat, and the First Nations people that have relied on land for sustenance for centuries<\/p>\n<ul>\n<li>These First Nations communities have much higher-levels of diabetes compared to the general population<\/li>\n<\/ul>\n<p><!-- notionvc: e9bf5f52-cccc-483b-8dfb-8e97fa7d07e9 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6177\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-49-300x172.png\" alt=\"\" width=\"556\" height=\"319\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-49-300x172.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-49-1024x588.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-49-768x441.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-49-600x344.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-49.png 1450w\" sizes=\"auto, (max-width: 556px) 100vw, 556px\" \/><\/p>\n<p>\u2014 This intervention was initiated only by community demands, rather than pre-determined and ensuring health markers and culturally relevant communicators are included<\/p>\n<ul>\n<li>Community sense of intervention\n<ul>\n<li>Reducing poverty as initiatives in pursuit of good life<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- notionvc: 1448f2c7-d038-4b61-91ec-1171e3aee6c4 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6178\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-50-300x177.png\" alt=\"\" width=\"634\" height=\"374\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-50-300x177.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-50-1024x603.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-50-768x453.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-50-600x354.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-50.png 1232w\" sizes=\"auto, (max-width: 634px) 100vw, 634px\" \/><\/p>\n<p>\u2014 It wasn\u2019t a top-down model where outside experts determine solutions, set care, fund guidelines, and create programs that don\u2019t reflect the reality on the ground<\/p>\n<ul>\n<li>Community driven outcomes steered the contract<\/li>\n<\/ul>\n<p><!-- notionvc: 4e2a5d32-a191-4878-b5c4-994f2def1462 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6179\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-51-300x169.png\" alt=\"\" width=\"579\" height=\"326\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-51-300x169.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-51-1024x576.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-51-768x432.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-51-600x338.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-51.png 1318w\" sizes=\"auto, (max-width: 579px) 100vw, 579px\" \/><\/p>\n<p>\u2014 Service Design involved here dealt with convening community members and public health<\/p>\n<ul>\n<li>Something that doesn\u2019t happen as provision of project and ongoing performance with outcomes to work toward<\/li>\n<li>Community elders, medical experts, public health agency reps<\/li>\n<\/ul>\n<p>\u2014 Community members are equal partners, and provide key outputs<\/p>\n<p><!-- notionvc: 9af513b5-139c-4251-add8-d58fca7a3d2e --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6180\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-52-300x168.png\" alt=\"\" width=\"645\" height=\"361\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-52-300x168.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-52-1024x575.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-52-768x431.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-52-600x337.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-52.png 1454w\" sizes=\"auto, (max-width: 645px) 100vw, 645px\" \/><\/p>\n<p>\u2014 Outcomes tied to the A1C value and participation in community design programs, and the vitality of a shared kitchen model\u2014 something done by community itself<\/p>\n<ul>\n<li><strong>Investors show-up but on the community\u2019s terms, with payments released based on community alignment<\/strong><\/li>\n<\/ul>\n<p><!-- notionvc: 7dded077-32f4-44de-9351-0dad2f395391 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6181\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-53-300x166.png\" alt=\"\" width=\"582\" height=\"322\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-53-300x166.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-53-1024x566.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-53-768x425.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-53-600x332.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-53.png 1428w\" sizes=\"auto, (max-width: 582px) 100vw, 582px\" \/><\/p>\n<p>\u2014 Performance begins with people and land who co-create value they wish to sustain<\/p>\n<ul>\n<li>When performance itself is the act of care<\/li>\n<\/ul>\n<p><!-- notionvc: 9d73d3b6-8419-474f-ac95-e1715adac190 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6182\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-54-300x169.png\" alt=\"\" width=\"628\" height=\"354\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-54-300x169.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-54-1024x578.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-54-768x434.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-54-600x339.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-54.png 1374w\" sizes=\"auto, (max-width: 628px) 100vw, 628px\" \/><\/p>\n<p>\u2014 So, to summarize:<\/p>\n<p>\u2014 These stories unfold within the healthcare system, but in different ways<\/p>\n<ul>\n<li>Not just technical, but also the funding source<\/li>\n<li>In first two commercial spaces, service design comes after financial arrangement is set\n<ul>\n<li>In the last community-oriented space, service design came first, and defined performance first<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- notionvc: e3d6db39-16f5-4d4a-a837-95e3b6da5665 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6183\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-55-300x168.png\" alt=\"\" width=\"612\" height=\"343\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-55-300x168.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-55-1024x573.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-55-768x430.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-55-600x336.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-55.png 1430w\" sizes=\"auto, (max-width: 612px) 100vw, 612px\" \/><\/p>\n<p>\u2014 So what kind of world do we want to perform?<\/p>\n<p>\u2014 We can show up to imagine what else systems can perform, with metrics contracts and flows that determine world we want to exist<\/p>\n<p><!-- notionvc: 280881f7-a5ab-4b8c-b7f7-f984e5b18219 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6184\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-56-300x162.png\" alt=\"\" width=\"602\" height=\"325\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-56-300x162.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-56-1024x554.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-56-768x416.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-56-600x325.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-56.png 1408w\" sizes=\"auto, (max-width: 602px) 100vw, 602px\" \/><\/p>\n<p>\u2014 Imagine scaling this third project out, and reimagining the world, according to our values even in a place like NYC<\/p>\n<ul>\n<li>About choreography and not control<\/li>\n<\/ul>\n<p>\u2014 Service design works as the rehearsal space as medium where contribution becomes visible and challenge and opportunity to show what it means<\/p>\n<p><!-- notionvc: 1c6124cb-63ba-4611-9379-56788361fac5 --><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6185\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-57-300x170.png\" alt=\"\" width=\"544\" height=\"308\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-57-300x170.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-57-1024x582.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-57-768x436.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-57-600x341.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/33\/2025\/11\/image-57.png 1422w\" sizes=\"auto, (max-width: 544px) 100vw, 544px\" \/><\/p>\n<p>\u2014 In the end, our models and metrics are temporary scripts, but the goal is the rehearsal for the script, and how we show-up and keep rewriting the score together<\/p>\n<p>\u2014 Thank you!<\/p>\n<p><span style=\"text-decoration: underline\">Q&amp;A<\/span><\/p>\n<ol>\n<li>If not waiting for brief, what are you doing?\n<ol>\n<li>Don\u2019t wait for phone to ring, <strong>but be intentional about work and contribution you\u2019d like to make to it<\/strong>\n<ol>\n<li>I often had to knock on doors and have ideas\u2014 if you see something in the world and don\u2019t like how it works, figure out how to approach and propose something to people impacted by the problem<\/li>\n<li>Most rewarding work has been what I found people, instead of people finding it for me<\/li>\n<\/ol>\n<\/li>\n<li>And within companies \u2014 <strong>we have to recognize that<\/strong> <strong>orgs are their own marketplaces with their own needs and ambitions<\/strong>\u2014 if you wait to ask what design can do, you can wait a long time\n<ol>\n<li>Focus on pitching value of design, and how it can tackle problems the organization is facing<\/li>\n<li>Showing up with services and practice for people<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/li>\n<li>When leaders ask for performance metrics they want to see movement and results\u2014 sometimes front or back stage. How can SD use this approach for our advantage?\n<ol>\n<li>Don\u2019t accept boundaries where SD is not pigeonholed as just a customer experience function, and <strong>walk into situation for understanding pressures facing the company, and the broader financial situation of company.<\/strong>\n<ol>\n<li><strong>Even if your direct client is not embedded in that financial situation, their role in the organizational hierarchy will be, and will permeate budget decisions that are made<\/strong><\/li>\n<li>Use your skills to read the annual report, if it\u2019s a public company. Walk into that frame, and have understanding how financial arrangement will bind the range of your performance\n<ol>\n<li>Your decisions in the numerator of the value equation can help with denominator\u2014 and position client to go further in the org<\/li>\n<\/ol>\n<\/li>\n<li>Leveraging the desirable, viable, feasible framework \u2014 we can\u2019t be myopic about front stage and interactions for customers\n<ol>\n<li>Finding ways to create conversation ahead of time, of what we were all about\u2014 and link to business performance issues to the decisions being made and design choices being decided on<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p><!-- notionvc: 0ebb02ba-9b18-41ff-b983-0e8d6a338624 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u2014 Welcome everyone and will start by stating I\u2019m so pleased to be here and work with the Rosenfeld teams \u2014 Start with acknowledging that I\u2019m not a formal services designer, but began my career in finance My Dad ran a medical device business, and asked me to get involved with it, and often handed [&hellip;]<\/p>\n","protected":false},"author":334,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","om_disable_all_campaigns":false,"footnotes":""},"class_list":["post-6139","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/pages\/6139","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/users\/334"}],"replies":[{"embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/comments?post=6139"}],"version-history":[{"count":4,"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/pages\/6139\/revisions"}],"predecessor-version":[{"id":6392,"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/pages\/6139\/revisions\/6392"}],"wp:attachment":[{"href":"https:\/\/rosenfeldmedia.com\/advancing-service-design\/wp-json\/wp\/v2\/media?parent=6139"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}