Workflow Design
Clarify how work actually happens, reduce friction, and identify where AI can create meaningful value without removing human judgment.
Evidence: McKinsey, State of AI 2025AI is not the transformation. Organizational capability is.
Turn AI investments into lasting organizational capability.
I help technology start-ups and service organizations make AI useful in everyday work through practical workflow design, behavior change, and responsible governance.
A familiar pattern
The tools are available.Everyday work has not changed.
Many organizations have already invested in AI. Yet old workflows remain, knowledge stays trapped in a few people, and teams are left to improvise around risk.
That is not simply an adoption problem. It is a sign that the organization has not yet built the surrounding capability needed to make the technology useful.
“The more meaningful question is not whether people are using AI. It is whether the organization has become more capable.”
The capability system
Three connected disciplines.One lasting change in how work gets done.
Behavior Change
Turn new ways of working into everyday habits through practical learning, thoughtful reinforcement, and training designed around real work.
Evidence: Hughes et al., Training SustainmentResponsible Governance
Give people clear, usable boundaries for privacy, accuracy, accountability, and human oversight so confident use can grow.
Evidence: NIST AI Risk Management FrameworkHow it works
Begin with the work.Build toward capability.
- 01
See the whole system
We begin with curiosity: how work moves, where friction appears, what people need, and what the technology can realistically support.
- 02
Design for real work
Together, we shape practical workflows, learning experiences, and guardrails around the realities of your organization.
- 03
Learn from evidence
We observe what changes, strengthen what works, and turn useful lessons into knowledge your organization can continue to build on.
The learning loop
Grounded in research. Refined through practice. Validated by evidence.
01Research
02Architecture
03Practice
04Evidence
more customer issues resolved per hour by novice and lower-skilled support agents using a generative AI assistant
NBER field studyAI-using workers reported better performance. Training and worker consultation were linked to more positive outcomes.
OECD worker surveyof training transfer explained by peer, supervisor, and organizational support
Hughes et al. meta-analysisWhat lasting capability looks like
AI becomes part of how your organizationthinks, works, and improves.
The goal is not more AI activity. It is a system in which people can make confident decisions, use technology where it adds value, and keep learning as the work evolves.
- WorkflowsImproved through thoughtful design and practical AI
- PeopleConfident about when, why, and how to use AI
- GuardrailsClear enough to support responsible experimentation
- EvidenceTurning isolated improvements into shared knowledge
01Workflow Design
02Behavior Change
03Responsible Governance
Capability / Practice / Evidence
Meet Heidi Konrad
Meta · Intuit · Baker Tilly · M.S. in Education
Technology changes.People make change possible.
My perspective is shaped by two worlds that do not often intersect.
A master’s degree in education and more than 20 years in Learning and Development taught me how people learn, build confidence, and change behavior. My enterprise work with Meta, Baker Tilly, and Intuit showed me what happens when technology advances faster than the systems supporting people.
Researching and experimenting with emerging AI capabilities has shown me the other side of that challenge. When people, knowledge, workflows, and governance are intentionally designed to work together, AI can become more than another tool. It can make the organization more capable.
That is why I created Intelligent Ops Labs. To help organizations move beyond simply using AI and build the capability to work, learn, and make decisions differently because of it.
Ways to work together
Start with what your organization needs now.
Each engagement is shaped around your current reality. The first step is understanding the challenge before deciding what kind of solution belongs there.
A focused starting point
AI Opportunity Discovery
Identify where work can be simplified, where friction can be reduced, and where AI is most likely to create meaningful value.
- Workflow and process reviews
- Friction and opportunity mapping
- AI use case prioritization
Build one meaningful change
Build AI Capability
Help your team introduce one meaningful improvement with the guidance, learning, and support needed for successful adoption.
- Workflow improvement recommendations
- Learning and enablement
- Adoption support and reinforcement
Build lasting capability
Capability Partnership
Support your organization's continued growth through evidence-informed workflow improvement, adoption strategy, and practical governance.
- Ongoing adoption support
- Practical governance resources
- Evidence-informed improvement
Not sure where to begin?
That's completely normal. Tell me what you are noticing, and we can make sense of it together.
A thoughtful first conversation
What would be possible if your organization used AI to work with greater clarity, confidence, and capability?
Tell me what you are noticing. We will start by making sense of the challenge together.