Reinventing Operations Transformation
summary
Shows how a redesign program moves from building apps to re‑engineering processes, using 120–130 processes recorded via Zoom and QuickTime recordings to storyboard every step, screen and data point. Defines metrics (time × frequency = cost, number of applications, clicks) and a new error metric called manual process gaps. Demonstrates staged automation: rules-based sending of emails, AI to classify unstructured client replies, always with a human checker, and uses benchmarks to prove efficiency and risk reduction.
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chapters (11)
- 0:00Introduction to operations transformation
- 2:18What is market operations
- 8:18Flaws in traditional transformation
- 10:33Process visualization with storyboards
- 13:59Capturing process details remotely
- 19:14Measuring process efficiency and risk
- 24:11Re-engineering process steps
- 27:41Phased automation roadmap
- 28:02AI integration lessons learned
- 34:05Innovation framework for designers
- 36:33Q&A on AI and design impact
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