Service design of AI: Designing the first Copilot w/ Microsoft & OpenAI

Our guest is Yasemin Cenberoglu, who was the first designer to work on Microsoft’s Copilot, all in secret, before the world was exposed to ChatGPT for the first time.

Yasemin is a Principal Design Manager at Microsoft, leading the Copilot product for Teams Meetings, Calling, and Devices. She’s the first designer to shape what Copilot is today. Previously, she served as the Director of Design at Digitalist. Yasemin is an advisory board member at IDEA School of Design at Capilano University. She studied in Germany and then at Cal State, in the Bay area.

00:49 Yasmin's Background and Role 02:09 Design Differences: Europe vs North America 03:44 Service Design Methodologies 03:58 Co-Creating with OpenAI 04:38 Blueprints and Customer Journeys 05:27 Rapid Prototyping and Testing 06:20 Reconnecting with Yasmin 07:06 The Excitement of Innovation 10:04 Defining Value Drivers 11:50 Building High-Level Scenarios 12:49 Managing Feasibility and Vision 15:53 Lessons Learned from GenAI 21:05 Testing and User Feedback 22:51 Iterative Design and AI 31:52 Building Trust in AI 34:12 Service Design in AI 39:11 Deciding Between Co-Pilot, Agent, or Chatbot 43:41 Future of Assistive Software 47:27 Advice for Aspiring AI Designers

Episode is hosted by:

Arpy Dragffy Guerrero (Founder & Head of product strategy, PH1 Research) https://www.linkedin.com/in/adragffy/

Brittany Hobbs (VP Insights, Huge) https://www.linkedin.com/in/brittanyhobbs/

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