How Does Design Own Key Deliverables?

As a chief design officer you're responsible for the experience of everyone at toast. How does that work when you're engaging with the people who came up with the idea in the first place? "Working with founders resonate a lot because again it brings back the deep empathy they have for customers" You've had to change your way of thinking about how technology plays in their lives and i'm wondering how you've been able to serve this new audience.