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Tuesday, April 6
 

9:00am EDT

Leadership Forum: Using Strategic Foresight to Envision Future Health Experiences (Invite Only)
The past year has taught us that preparation, resilience, the agility to pivot and bring new solutions to market quickly while also focusing our long term strategy on what matters most are all key. In a system mired by frustrations, complexities, regulations, and shifting priorities we have no shortage of obstacles to overcome. We also are aware of the real and present opportunity in front of us to fundamentally improve people’s lives. How do we best guide our organizations to manifest a desired future state? How do we react to current trends and signals of where things may head in the future? How do we appropriately prepare for various potential future events?
 
Futures thinking, strategic foresight and the concept of exploring potential horizons are all about leading discussions that look progressively further and further out into what “future health experiences” might look like, while also exploring potential implications. We will lead the group in a discussion that takes us progressively further out onto a limb, metaphorically speaking. We will start in the near term where things feel very stable, and then move to out to the tips of the branches, where the ideas are a bit more tenuous, and more likely to yield unexpected results.
 
In practical terms, this means talking about the near term (Horizon 1) where we can still see how our work is manifesting and change feels linear and predictable, to a further out (Horizon 2) likely more discontinuous future where equilibrium is punctuated by events, technologies, attitudes, generational shifts and the like that will likely make it different from what we may expect. 
 
Join us and leaders across the health ecosystem on this important journey as we collaborate to understand and define the future of health that we would like to see.

To request an invite please reach out to roundtable@madpow.net

Tuesday April 6, 2021 9:00am - 12:00pm EDT
Zoom

9:00am EDT

(Socially Distanced) Participatory Design: Discovering Unmet Needs & New Solutions
As organizations embrace design-led innovation, they sometimes struggle to reap the full value of human-centered design. A design team’s interactions with customers may often be limited to only the early research and late evaluation phases of the design process, while the work in between – when ideas are being generated – is left to the internal team alone. When this is the case, we miss the opportunity to discover some of the most valuable and customer-centered solutions. Cue participatory design. Participatory design is an approach to design strategy that brings customers into the heart of the design process. Also known as “co-creation”, “co-design”, or “cooperative design,” it encompasses techniques useful to both initial discovery and subsequent ideation phases of a project, where the end-users of a product, service, or experience take an active role in co-designing solutions for themselves. Understanding how someone would solve a challenge they face directly often surfaces new insights about their experiences. This new information better informs how designers focus their efforts, and the ideas users propose serve as actionable inspiration for the solutions created. Whether designing for customers, employees, service providers, or other audiences, when we move past the challenge of designing for them and begin designing with them, we find the outcomes are more innovative and customer-centered.
 
All that said – the global coronavirus pandemic has raised new challenges for participatory design. Can we truly achieve the same ends via remote, virtual methods? What aspects of participatory design are most successful in-person, and what can be achieved remotely? The stay-at-home period of 2020 has forced us to innovate methods that not only work during a global pandemic but may also be useful when seeking collaboration from audiences that are distributed geographically, limited by disability or access, and other constraints.
 
In this workshop, we'll cover:
  • What is Participatory Design?
  • How can you use participatory design methods in your practice?
  • What does it look like?
  • How do you choose the right methods to achieve your goals (and accommodate remote/virtual constraints)?

Speakers
avatar for Jen Briselli

Jen Briselli

SVP, Experience Strategy & Service Design, Mad*Pow


Tuesday April 6, 2021 9:00am - 12:00pm EDT
Zoom

9:00am EDT

Experience Research 101: Kickstarting Your Research Practice
The only way you will truly learn about your users, members, patients, or customers is by talking and interacting with them.

The greatest innovations are the ones that seem to fit seamlessly into people's lives, meeting their needs, adding value, and making things easier. Coming up with new ideas for products and services is easy, but designing ones that fit in this way is trickier.
To truly understand and empathize with your audiences, you need to take the time to really learn about them – not just what they do, but why they do it. Through targeted experience research, you can inform the design and decision making that goes into your creations with user-focused data.

And the great thing about user experience research is that anyone can do it!
Experience research helps to uncover users’ unmet needs by:
·         Asking the right questions of users at the right time in the design lifecycle
·         Learning not only if a product is intuitive and usable, but also if it would be useful to potential users
·         Triangulating on unmet needs through the use of different research methods

Conducting experience research & getting users’ input early in the design process can save costs of having to redesign later when the design does not align with user's expectations. Through qualitative interrogatory, experience research aims to learn about users’ core behaviors so that designers can anticipate users’ need and create an intuitive and useful product or service.

 In this workshop you will learn...
·         Best practices for clarifying your research goals to make sure that you focus on the right problems
·         Several methods for initial information gathering, including: ethnography, interviews, diary studies, collaging, and focus groups
·         How to navigate the different types of UX research available and choose the right one(s) for your project
·         How to facilitate meaningful sessions, build rapport, instill trust, and stay neutral and accepting while conducting research and collecting useful data
· How to capture and analyze qualitative data in an efficient and effective manner

Speakers
avatar for Dan Berlin

Dan Berlin

SVP, Experience Research, Mad*Pow
Resident foodie and ... gulp ... Frank Zappa fan, Dan leads our research team where we perform both traditional and novel user experience research techniques. All our client engagements are varied; Dan helps determine which research activities are the most appropriate, will maximize... Read More →


Tuesday April 6, 2021 9:00am - 12:00pm EDT
Zoom

9:00am EDT

From Intervention to Interaction: Applying Behavior Change Techniques to Digital Design
You’ve defined your problem and the outcomes you wish to achieve. Identified precisely who needs to do what for desired outcomes to occur. Established your intervention strategy in terms of what behavioral determinants need to change and what techniques you’ll use to change them. Well done! Now you just need to translate and apply that strategy into the exact content, features, and functionality that will attract, engage, and deliver the active ingredients of your intervention to those who will benefit. No problem, right?
Crossing the chasm from evidence-based strategy to functioning application can seem like a daunting challenge to even the most tightly integrated teams or cross-disciplinarily practitioners. This workshop will focus on methods, tools, and artifacts for rendering intent and communicating intervention functionality (while remaining safely distanced from other collaborators).
Participants in this workshop will learn:
  • How to communicate research insights and key strategic elements to design collaborators who might not have behavior change expertise.
  • How to run collaborative ideation and validation sessions to apply intervention strategies and behavior change techniques to concept visions, application content, features, and functionality.
  • How to render granular behavior change techniques (and clusters of techniques) into interface design and interaction flows.
  • Best practices for remote collaboration using different browser-based software platforms.
  • How to effectively include your target audience in the design process through generative co-design sessions and evaluation studies.

Speakers
avatar for Dustin DiTommaso

Dustin DiTommaso

SVP, Behavior Change Design, Mad*Pow
Dustin is Senior Vice President of Behavior Change Design at Mad*Pow. A designer and researcher, Dustin’s work involves the study and application of behavioral and decision science, motivational psychology, and human-computer interaction to the design of technology-assisted behavior... Read More →


Tuesday April 6, 2021 9:00am - 12:00pm EDT
Zoom

9:00am EDT

Unthinking Design Thinking
Design Thinking has been widely embraced as the process de rigueur for teams looking to create value and improve health outcomes through creative and collaborative problem-solving. In the context of corporate innovation, Design Thinking provides what businesses and leaders crave most: a more-or-less standardized, predictable, and repeatable process for generating insight and developing new ideas. The challenge that arises is this: by focusing on Design Thinking as an executable process, teams quickly lose sight of the more important matter of how they show up -- individually and collectively -- within the process to challenge assumptions, identify limiting beliefs, build trust-based relationships, and embrace change.
 
This transformational workshop will explore the tension between "doing" and "being" within the Design Thinking process, equipping participants with the knowledge and skills for adaptive and collaborative problem-solving in this scary era of unprecedented change and uncertainty.

Speakers
avatar for David Franke

David Franke

VP, Client Experience & Strategy, Mad*Pow
Winner of the 2017 CX Innovation Award for his work to co-create the medical imaging clinic of the future, David has 20 years of experience helping many of the world’s most reputable companies work through their “knottiest” brand and business problems – from facilitating agile... Read More →


Tuesday April 6, 2021 9:00am - 12:00pm EDT
Zoom

12:45pm EDT

The State of Health with Dr. Sanjay Gupta
Join Dr. Sanjay Gupta, the multiple Emmy® award winning Chief Medical Correspondent for CNN, at HXD 2021 for an exploration of health & wellness, with Mad*Pow Founder and CXO, Amy Heymans. Amy & Dr. Gupta will discuss the primary lessons learned from COVID-19 and how they might shape our future in positive ways. Dr. Gupta will also share his perspective on how stress affects our health, how we keep our brains sharp, how a sense of community and relatedness is essential to our health, what his vision for a system that yields health looks like and what innovators and designers in health can do to improve health experiences.

Speakers
avatar for Dr. Sanjay Gupta

Dr. Sanjay Gupta

Chief Medical Correspondent, CNN
Dr. Sanjay Gupta is the multiple Emmy® award winning chief medical correspondent for CNN. Gupta, a practicing neurosurgeon, plays an integral role in CNN's reporting on health and medical news for all of CNN's shows domestically and internationally, and contributes to CNN.com. His... Read More →
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →


Tuesday April 6, 2021 12:45pm - 1:20pm EDT
Hop.in Main Stage

1:20pm EDT

Stress Addiction: From Morning Coffee to the Cardiac Wing
“I work best under pressure.” “No worries—I’ll get it to you ASAP.” “It’s fine, I can handle it.” Sound familiar? It did for me, as well, until I woke up one morning with the intent for a normal day. Instead, I found myself in the cardiac wing of my local hospital for a short stay that included a lot of “we’re not sure why this is happening.”

Speakers
avatar for Taylor Cashdan

Taylor Cashdan

Senior UX Designer, Fidelity Investments
Taylor is a North Carolina-based multidisciplinary creative and community builder that’s passionate about people, design, and all the intersections in between. He has a burning desire to collaborate with others to create exceptional work for people who give a shit.With nearly a... Read More →


Tuesday April 6, 2021 1:20pm - 1:40pm EDT
Hop.in Main Stage

1:40pm EDT

Futures Thinking: Engaging Vision Concepting in Design
Join Woodrow W. Winchester, III, Professor of the Practice and Graduate Program Director, Professional Engineering Programs at the University of Maryland Baltimore County (UMBC), and Liz Possee Corthell, Experience Strategist at Mad*Pow for their fireside chat. They will be discussing how organizations can use futures thinking and vision concepting today to push boundaries, experiment, and create the futures they want to live in. Through futures thinking and vision concepts, we can better understand the unintended consequences of our designs and products. This talk will provide insights and perspectives both from the realm of academia, and the realm of practice, and seeks to provide the audience with tangible examples to inspire them.

Speakers
avatar for Woodrow W. Winchester, III, PhD, CPEM

Woodrow W. Winchester, III, PhD, CPEM

Graduate Program Director, Professional Engineering Programs, University of Maryland, Baltimore County (UMBC)
A seasoned academic program director, Woodrow is the Graduate Program Director, Professional Engineering Programs at the University of Maryland, Baltimore County (UMBC). Woodrow is a Certified Professional Engineering Management Professional (CPEM) with over ten (10) years of project... Read More →
avatar for Liz Possee Corthell

Liz Possee Corthell

Experience Strategist, Mad Pow
Liz got into the world of design because she had a passion and desire to improve the world. She began by studying environmental design and social sustainability at the University of Massachusetts, then moved on to earning her MFA in industrial design at Savannah College of Art and... Read More →


Tuesday April 6, 2021 1:40pm - 2:05pm EDT
Hop.in Main Stage

2:05pm EDT

Coffee Break
Tuesday April 6, 2021 2:05pm - 2:20pm EDT
Hop.in

2:20pm EDT

Reimagining Health Promotion and Behavior Change with Patients: Lessons Learned From Former “Non-Designers”
Hey team, here’s the brief for your next project. Can you build a bariatric surgical preparation and support program that takes into account… -the diverse medical needs and demographics of our patients, -how histories of trauma impact many of the patients considering surgery, -our clinical guidelines and regulatory requirements, -the limitations in staffing resources across all medical centers, -the need for consistency from the Department of Managed Health Care …oh, and can you figure out what it means to use human centered design and then use that to do all this for the largest bariatric surgery provider in the world – Kaiser Permanente Southern California?” Wait…what?! This was how we embarked on a journey to reimagine the preparation and support program for bariatric surgical patients, known as the Options Program. Little did we know in 2017, this project would transform the mindsets and methods used to design disease prevention and management strategies at Kaiser Permanente Southern California’s Center for Healthy Living. Through a practice-based examination of the redesign of the Kaiser Permanente Options Program, this talk will accomplish three goals. First, demonstrate how human centered design was applied to designing solutions to the complex challenge of health promotion and long-term behavior change. Second, demonstrate how human centered design was applied from an operational lens to design systems that allow patient-centered solutions and needs to truly be realized within a massive healthcare system. And finally, share practical takeaways and lessons learned for embracing the methods and mindsets of human centered design while still incorporating organizational goals, performance metrics, and a public health/population-based approach.


Speakers
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →
avatar for Angela Shumaker

Angela Shumaker

Senior Consultant, Kaiser Permanente
Angela Shumaker has worked in the fields of nutrition, health promotion, as well as disease prevention and management for over 13 years. Angela received her Bachelor of Science Degree in Health Science and Kinesiology from California State University Fullerton. In her early career... Read More →
avatar for Kelly Dumke

Kelly Dumke

Senior Learning Consultant, Kaiser Permanente
Kelly Dumke has worked internationally in public health focusing on systems change that confronts upstream root causes of disease. She received her bachelor’s degree in Psychobiology from UCLA and her master’s degree in nutrition from Tufts University, Friedman School of Nutrition... Read More →


Tuesday April 6, 2021 2:20pm - 2:35pm EDT
Hop.in Sessions

2:20pm EDT

Heard: Creating Digital Allyship
Abstract: In this session, you'll be learning how Kaiser Permanente's Hatch Group was inspired by the idea of "trusted advocates" to create it's newest concept prototype, Heard, a new teen mental health support experience. It is evident that Gen Z is going through a mental health crisis and needing better care solutions to meet their needs. How might Kaiser Permanente support teens mental wellness? And how might this be done before they enter the emergency room? You'll also get an inside peak into the five key design principles that make Heard a reliable, trusted, and most importantly, a safe online space for teens. Join us to explore how to utilize human-centered design and empathy to create a safe space of your own! 

Moderators
avatar for Amy Bucher, Ph.D.

Amy Bucher, Ph.D.

VP, Behavior Change Design, Mad*Pow

Speakers
avatar for Misa Misono

Misa Misono

Co-Founder and CEO, obvi design co
Misa is co-founder and CEO of obvi design co, a research and design studio. She guides clients in creating change through the use of human centered design practices. She particularly enjoys working with youth and amplifying their voices through design. Formerly a Design Director at... Read More →
avatar for Valerie Vegera

Valerie Vegera

Design Strategist, Kaiser Permanente
Laura Janisse and Valerie Vegera lead the Research & Design efforts at Hatch, an internal design and innovation group at Kaiser Permanente that focuses on creating for the future. Specifically, their research is aimed at connecting with and understanding young demographics. They also... Read More →
avatar for Laura Janisse

Laura Janisse

Research Director, Kaiser Permanente, Hatch Group
Laura Janisse and Valerie Vegera lead the Research & Design efforts at Hatch, an internal design and innovation group at Kaiser Permanente that focuses on creating for the future. Specifically, their research is aimed at connecting with and understanding young demographics. They also... Read More →


Tuesday April 6, 2021 2:20pm - 2:40pm EDT
Hop.in Sessions

2:20pm EDT

Research in a Time of Crisis
Think about where you were and what you were doing one year ago. Think about the services, products, supports, and routines you were using to help you manage your health. Think about what problems you were using them to solve, and what needs you were using them to meet. Now, think about the same thing one or two months ago. Then think about what’s happening for you now. Throughout 2020, how people navigate their social, financial, physical and mental health needs has looked different for them with every day, week, and month that has gone by. In a systems-level crisis context, how do we capture and design for rapidly evolving user experiences and needs? We’ll talk about how the Livongo User Research team established a practice of dynamic, crisis-aware user research in response to the COVID-19 pandemic, and how this practice helped to generate empathy and make informed product strategy decisions in a time of all-encompassing uncertainty. We’ll reflect on how this experience has better prepared us to respond and adapt with agility and empathy in a potential future crisis, and share some thoughts on the lessons that could be taken from this experience on what it means to be resilient and create resilience-building product and health experiences.

Speakers
avatar for Rob Gifford

Rob Gifford

Managing Director, Experience Design, Mad*Pow
Rob is that guy who grew up spending hours drawing and painting in the basement. Quickly abandoning a stereotype, he headed to college to study psychology. That explains why he’s at Mad*Pow as an Experience Design Director, after earning his wings at companies like Medullan, Wiklund... Read More →
avatar for Marianne Berkovich

Marianne Berkovich

Senior Manager, Teladoc Health
Marianne Berkovich leads the User Research team at Teladoc. She has helped teams at Google, Adobe, and Lockheed Martin understand people's needs in order to build great products. She holds a Masters in Human-Computer Interaction from Carnegie Mellon University.
avatar for Marie Huber

Marie Huber

Senior User Researcher, Teladoc Health
Marie Huber is a Senior Use Researcher at Teladoc. She has worked in humanitarian contexts around the world like Afghanistan and Iraq with research to help address some of the most difficult problems we face as humans. She holds a Master of Philosophy in International Peace Studies... Read More →


Tuesday April 6, 2021 2:20pm - 2:55pm EDT
Hop.in Sessions

2:40pm EDT

Workplace Team Approach to Increase Engagement in Digital Health Wellness Solution
The digital solution would not replace the actual wellness program deployed by employers, as it should be an augmentation as the workplace team has established the engagement. In this talk, the speaker, Dr. Nitchakorn, a former oil platform physician, will walk through the health and safety team's structure in the oil and gas industry and how digital solutions could embed seamlessly. Each heavy industry has a unique work environment where innovative digital behavioral health solutions could significantly augment traditional health promotion. The talk will discuss a co-creation between employers and digital health solutions to tailor-made the program to enhance employee engagement and satisfaction. The speaker, Dr. Nitchakorn, worked in the offshore oil platform before as a physician in both primary care and occupational health. Her unique perspective has given her insight into how to advocate and build a comprehensive workplace health system. She is currently continuing to research on this topic as a System Design and Management Fellow at MIT.

Moderators
avatar for Amy Bucher, Ph.D.

Amy Bucher, Ph.D.

VP, Behavior Change Design, Mad*Pow

Speakers
avatar for Nitchakorn Tangsathapornpanich

Nitchakorn Tangsathapornpanich

System Design and Management Fellow, MIT
Dr.Nitchakorn is a primary care doctor who is passionate about disease prevention in the adult workforce. She has led the clinic that oversee over 3,000 diabetes patients and 200 chronic kidney disease patients for two years, where she developed the passion for preventing before it's... Read More →


Tuesday April 6, 2021 2:40pm - 2:55pm EDT
Hop.in Sessions

2:40pm EDT

Expanding Pediatric Healthcare Access Through Design: Lessons from a Children's Hospital
Addressing social determinants of health, the conditions in which people are born and grow, is critical to ensure children can reach their full potential. The Children’s Hospital Los Angeles (CHLA) is a nonprofit pediatric healthcare organization dedicated to creating hope and building healthier futures for children. CHLA serves a diverse community of pediatric patients from all over Southern California. Our patients and their families face several barriers to care including transportation, access to health insurance, language barriers, and, more recently exacerbated due to the COVID-19 pandemic, access to internet and technology for telehealth. This talk will showcase examples of how the Children’s Hospital Los Angeles is using design thinking to improve access, address social determinants of health, and bring exceptional healthcare experiences to children and families in our community.

Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Speakers
avatar for David Delgado, MPH

David Delgado, MPH

Innovation Strategist, CHLA’s Innovation Studio
David Delgado, MPH, is an Innovation Strategist with CHLA’s Innovation Studio. A bilingual healthcare innovation professional with design thinking, implementation, and change management experience within both large healthcare systems and small healthcare start-ups, David is dedicated... Read More →
avatar for Margeaux Akazawa

Margeaux Akazawa

Innovation Strategist, Children's Hospital Los Angeles
Margeaux Akazawa, MPH is a Human-Centered Designer and Innovation Strategist at Children's Hospital Los Angeles, where she focuses on building impressive healthcare experiences for patients and families. Prior to Children's Hospital Los Angeles, Margeaux served for 5 years in federal... Read More →


Tuesday April 6, 2021 2:40pm - 2:55pm EDT
Hop.in Sessions

2:55pm EDT

For You, By You: Empowering Choice and Maximizing Impact in Daily Health Decisions
How can we help people with multiple chronic conditions choose the best course of action to reach their goals and integrate healthy behaviors into their daily lives? How do we empower individuals with choice while operating within a framework of clinical best practices? In this talk, we’ll dive deep on how the structured nature of clinical guidelines and machine learning can be leveraged to provide intelligent options and preserve autonomy instead of imposing a single path forward. We’ll share insights from Livongo’s user research, design, and content strategy teams from the past year of working on digital self-care concepts. To meet people where they are—as individuals, who need both routine and variety, focus, and independence to engage when they’re ready—we designed a unique series of “health actions” that users can combine into a plan. You can think of these actions like the movies of Netflix or the products of Amazon; they are the individual building blocks that deliver value to the user, while continuously helping us learn how they want to work on their health. These discovery efforts culminated in “Action Plan,” a unique digital coaching experience that invites people to set goals and work through short, personalized activities that combine their biometric data with interactive self-discovery. Action Plan helps people make decisions about how to manage their health at the right level of abstraction—not choosing among the “raw materials” of digital health like coaching, content, or medical devices, but choosing what they want to learn, or which healthy habits they want to unlock.

Moderators
avatar for Amy Bucher, Ph.D.

Amy Bucher, Ph.D.

VP, Behavior Change Design, Mad*Pow

Speakers
avatar for Emma Townley-Smith

Emma Townley-Smith

Group Product Manager, Teladoc
Emma Townley-Smith is a Group Product Manager at Teladoc Health. From pre-seed to Fortune 500, Emma has led small, early-stage teams through product definition, development, and launch. As an early Product Manager at Livongo, she built out the chronic condition management platform’s... Read More →
avatar for Uyen Phan

Uyen Phan

Sr. Manager, Product Design, Teladoc
Uyen is a Sr. Manager on the Product Design team at Livongo, now part of Teladoc Health. Over the last 3 years, she’s worked closely with multidisciplinary teams on the complex challenges of providing support and care for people living with chronic conditions. She’s led several... Read More →


Tuesday April 6, 2021 2:55pm - 3:10pm EDT
Hop.in Sessions

2:55pm EDT

Human Connections: Leading with Agile Empathy During A Crisis
As companies adapted to meet unexpected demands of the COVID-19 pandemic, staff teams were often dealing with their own personal, pandemic-related challenges. Stephanie Moritz, CMO at the American Dental Association, led a large scale cultural transformation when she joined the company in 2015. But with the new considerations of 2020, she realized that the human-centered aspects of work—namely empathy and flexibility—would need to be prioritized in order to achieve meaningful impact and, most importantly, the long-term wellbeing of her Integrated Marketing and Communications team. In turn, Stephanie has created an inclusive, sustainable model for scaling human talent and knowhow while meeting evolving business needs. In professional cultures where empathy and business appear to be at odds, there’s a way to leverage both for noteworthy results as well as happy, healthy teams. In her presentation, Stephanie will highlight the unique leadership learnings presented during the COVID-19 pandemic, including how real conversations, human-centered connections, and agility (in both project and people management) served as core elements for helping a busy team thrive in stressful times.

Moderators
avatar for Rob Gifford

Rob Gifford

Managing Director, Experience Design, Mad*Pow
Rob is that guy who grew up spending hours drawing and painting in the basement. Quickly abandoning a stereotype, he headed to college to study psychology. That explains why he’s at Mad*Pow as an Experience Design Director, after earning his wings at companies like Medullan, Wiklund... Read More →

Speakers
avatar for Stephanie Moritz

Stephanie Moritz

Chief Marketing and Communications Officer, American Dental Association
Stephanie Moritz is chief communications and marketing officer of the American Dental Association (ADA) and is responsible for leading the transformation of ADA communications, integrated and membership marketing, research and intelligence, digital experience, creative services and... Read More →


Tuesday April 6, 2021 2:55pm - 3:25pm EDT
Hop.in Sessions

3:00pm EDT

Achieving Life-Long Wellness for Pediatric Patients Growing Up with Chronic Illness
A healthcare system designed for acute care doesn’t work very well for children and adolescents who are chronically ill. This presentation highlights a transformative approach to chronic illness care that is currently under development at UCSF. By definition, children with chronic illness will never be cured. They will carry their chronic disease to adulthood, and many will develop secondary morbidities as they age adding to their already complex medical needs. The Chronic Illness Center for Children and Adolescents (CIC) takes the long view of care with a service platform centered around optimizing the future health of these young patients with important adjuvant care that is not currently systematically provided at UCSF. Human-centered design methods are an integral part of this work in progress. The effort brings together patients, caregivers, UCSF physicians and clinicians, and community providers applying experience principles to design: the center as a service, a physical space, and a ‘living’ personalized needs assessment that will guide patients to wellness services. The needs assessment will serve as ‘case study’ for this collective co-creation and design learning experience.

Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Speakers
avatar for Jan Yeager

Jan Yeager

Service Designer, University of California San Francisco


Tuesday April 6, 2021 3:00pm - 3:15pm EDT
Hop.in Sessions

3:10pm EDT

Building and Sustaining the Success of Telehealth: Lessons from an Early Adopter and COVID-19
As COVID-19 spread, providers quickly pivoted to deliver virtual care using new technology, workflows and treatment pathways to care for patients remotely. As providers review their use of telehealth now and prepare to move forward with virtual care as a new normal, this session offers insight from a provider organization that has been using telehealth and Facilitated Virtual Care, an innovative new way to bring providers to patients in their homes, for 8 years. During this session attendees will learn how Facilitated Virtual Care can be implemented to: 1. Improve Access to Care: Bring the care/doctor to the patient 2. Reduce inappropriate ED visits and avoidable hospital admissions 3. Improve the health of populations (patient health) 4. Enhance the experience of care for individuals (better care) 5. Reduce the Total Cost of Care 6. Improve Quality and HEDIS scores 7. Increase integration across providers and care settings 8. Advance health equity and address social determinants of health

Moderators
avatar for Amy Bucher, Ph.D.

Amy Bucher, Ph.D.

VP, Behavior Change Design, Mad*Pow

Speakers
avatar for Dennis Mihale

Dennis Mihale

Chief Medical Officer, Upward Health
Dr. Mihale is Clinical Advisor for Blue Cross Blue Shield Venture Fund, CMO of Upward Health, and Assistant Professor at USF Medical College. A former executive at IBM and McKesson, founder of two HMOs and three healthcare technology firms, Mihale helped launch several biomedical... Read More →


Tuesday April 6, 2021 3:10pm - 3:25pm EDT
Hop.in Sessions

3:20pm EDT

Design for Empathy: How the Environment Impacts a Cancer Patient’s Journey
According to the World Health Organization (WHO), cancer is the second leading cause of death globally, and accounts for about 1 in 6 deaths. A recent study by Texas A&M’s Department of Public Health summarizes the main drivers of future cancer centers as: Technology, integrated medical services, access to big data, multidisciplinary coordinated care, and high-quality physical environments. Along with these main drivers, cancer patients themselves, are another important design driver of these facilities. One of today’s main cancer care trends is personalized medicine, where patients receive treatment plans specific to their unique complex medical conditions. In this presentation, we will present our study where we used a unique methodology to understand and visualize a cancer patient’s journey. Our process starts with DISCOVERY, where we explore emerging models of cancer care delivery, trends and innovations in cancer treatments, and empirical evidence on design for cancer patients. Second, RESEARCH, where we gather the data and detailed stories told by cancer survivors or family members of survivors, particularly parents of pediatric patients. Third, MAPPING, where the stories are mapped based on stages, touchpoints, and actors/artifacts to understand patients’ feelings, thoughts, and behaviors. Fourth, COMMUNICATION, where graphics are used to visualize patient pain points and needs. Finally, OPPORTUNITIES, where the map is used to identify gaps and generate new solutions to enhance the patient experience. This presentation will arm attendees with an understanding of these unique patient experiences and give them practical takeaways on how they can enhance these patient journeys by providing a sense of place, connectivity, flexibility, and supportive care.

Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Speakers
avatar for Adeleh Nejati

Adeleh Nejati

Healthcare Architect and Researcher, HMC Architects
Adeleh Nejati, AIA, PhD, LEED AP, WELL AP, EDAC, is a healthcare planner and researcher with HMC Architects in San Francisco, CA. Adeleh brings a wealth of industry-leading experience and a unique skillset rooted in advanced research, innovation, and genuine knowledge of healthcare... Read More →


Tuesday April 6, 2021 3:20pm - 3:35pm EDT
Hop.in Sessions

3:25pm EDT

Building Digital Health Programs that People Trust Panel
Moderators
avatar for Amy Bucher, Ph.D.

Amy Bucher, Ph.D.

VP, Behavior Change Design, Mad*Pow

Speakers
avatar for Valerie Vegera

Valerie Vegera

Design Strategist, Kaiser Permanente
Laura Janisse and Valerie Vegera lead the Research & Design efforts at Hatch, an internal design and innovation group at Kaiser Permanente that focuses on creating for the future. Specifically, their research is aimed at connecting with and understanding young demographics. They also... Read More →
avatar for Laura Janisse

Laura Janisse

Research Director, Kaiser Permanente, Hatch Group
Laura Janisse and Valerie Vegera lead the Research & Design efforts at Hatch, an internal design and innovation group at Kaiser Permanente that focuses on creating for the future. Specifically, their research is aimed at connecting with and understanding young demographics. They also... Read More →
avatar for Nitchakorn Tangsathapornpanich

Nitchakorn Tangsathapornpanich

System Design and Management Fellow, MIT
Dr.Nitchakorn is a primary care doctor who is passionate about disease prevention in the adult workforce. She has led the clinic that oversee over 3,000 diabetes patients and 200 chronic kidney disease patients for two years, where she developed the passion for preventing before it's... Read More →
avatar for Emma Townley-Smith

Emma Townley-Smith

Group Product Manager, Teladoc
Emma Townley-Smith is a Group Product Manager at Teladoc Health. From pre-seed to Fortune 500, Emma has led small, early-stage teams through product definition, development, and launch. As an early Product Manager at Livongo, she built out the chronic condition management platform’s... Read More →
avatar for Uyen Phan

Uyen Phan

Sr. Manager, Product Design, Teladoc
Uyen is a Sr. Manager on the Product Design team at Livongo, now part of Teladoc Health. Over the last 3 years, she’s worked closely with multidisciplinary teams on the complex challenges of providing support and care for people living with chronic conditions. She’s led several... Read More →
avatar for Dennis Mihale

Dennis Mihale

Chief Medical Officer, Upward Health
Dr. Mihale is Clinical Advisor for Blue Cross Blue Shield Venture Fund, CMO of Upward Health, and Assistant Professor at USF Medical College. A former executive at IBM and McKesson, founder of two HMOs and three healthcare technology firms, Mihale helped launch several biomedical... Read More →


Tuesday April 6, 2021 3:25pm - 3:55pm EDT
Hop.in Sessions

3:25pm EDT

Improving Medicare Enrollment Outcomes Through Journey Management
Medicare being one of AARP's primary mission impact areas, many teams and business units across the organization were designing and managing Medicare literacy tools, resources, and touch-points. The consumer resources were numerous and rich, but were disconnected, inconsistent, and therefore, difficult to navigate. Further, disparate measurement plans made it impossible for us to understand how our offerings were impacting consumer outcomes. Learn how the implementation of a journey management framework, including transformation of processes, teams, governance and technology enabled AARP to design, manage and measure end-to-end consumer journeys and understand social impact by measuring real consumer outcomes. Potential add on: Learn how AARP integrated behavior change science into the Medicare Education experience to encourage the adoption of new mindsets and habits that lead enrollees to their ideal outcomes

Moderators
avatar for Rob Gifford

Rob Gifford

Managing Director, Experience Design, Mad*Pow
Rob is that guy who grew up spending hours drawing and painting in the basement. Quickly abandoning a stereotype, he headed to college to study psychology. That explains why he’s at Mad*Pow as an Experience Design Director, after earning his wings at companies like Medullan, Wiklund... Read More →

Speakers
avatar for Tara Townsend

Tara Townsend

Senior CX Designer, AARP
Tara is a 10-year CX professional with a background in consumer research and product/experience design. She is currently leading an organizational transformation to enable consumer-centricity, journey management, and the delivery of experiences that propel consumers to their ultimate... Read More →


Tuesday April 6, 2021 3:25pm - 3:55pm EDT
Hop.in Sessions

3:40pm EDT

Designing for Patient Engagement: Developing Tools to Support and Empower Patients and Caregivers During a Cancer Diagnosis
When a person finds out they have cancer, the stakes are high: they need to understand their diagnosis, make potentially life-changing decisions, prepare for their unique journey through treatment, and adjust to a new reality. Effective communication is essential, but a number of barriers often stand in the way, including the psychological shock of a diagnosis, the health literacy of the patient and their caregiver, the urgency to make treatment decisions, and the institutional limitations that providers face, including time constraints. Patients experience a range of emotions during their initial diagnosis: disorientation, fear, anger, even shame. When communication breaks down during the diagnosis appointment—and it often does—these emotions are compounded. At one of the most difficult and vulnerable moments of a person’s life, what does “good communication” look like, and how can healthcare teams better communicate with patients to support them through this experience? In this talk, dandelionRX and Greater Good Studio will share the process and products of their efforts to develop communication tools for healthcare professionals to use with ovarian and endometrial cancer patients that establish an essential foundation of trust, bring about learning, and empower patients to be active partners in the treatment process. To ensure the tools would meet the varying needs of these stakeholders and work within the realities of healthcare institutions, we learned firsthand from patients, caregivers, and healthcare professionals through research and prototyping, as well as engaged an advisory team of providers and patient advocates throughout the design process. We also merged our firsthand discovery with research on the efficacy of visuals and metaphors to convey complex medical information. We’ll discuss the utility of and lessons learned from employing a collaborative, human-centered design process, and demonstrate how the tools can jumpstart trust building, comprehension, and empowerment.

Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Speakers
avatar for Adrienne Moore

Adrienne Moore

Patient Advisor Steering Group Member, Endometrial Cancer Action Network for African Americans (ECANA).
As a Respiratory Therapist for 25yrs, I have passionately dedicated my clinical expertise to assisting my patients in improving their lives despite barriers presented to them by their respiratory illnesses. It is with that same compassion and dedication that I have navigated my own... Read More →
avatar for Betsy Ramaccia

Betsy Ramaccia

Design Research Lead, Greater Good Studio
Betsy Ramaccia is a Design Research Lead at Greater Good Studio, a design firm dedicated to the social sector. She brings a decade of experience as a researcher and strategist to her role there, where she leads projects and research with a range of partners across education, community... Read More →
avatar for Katherine Crawford-Gray

Katherine Crawford-Gray

Project Director, dandelionRX
Katherine Crawford-Gray is the Project Director at dandelionRX, a public benefit corporation dedicated to finding innovative ways to improve how healthcare teams communicate cancer diagnoses and treatment options to patients and caregivers. There, Katherine oversees the delivery of... Read More →


Tuesday April 6, 2021 3:40pm - 3:55pm EDT
Hop.in Sessions

3:55pm EDT

Coffee Break
Tuesday April 6, 2021 3:55pm - 4:10pm EDT
Hop.in

4:10pm EDT

From Intervention to Interaction: Applying Behavior Change Techniques to the Design of Digital Health
Speakers
avatar for Dustin DiTommaso

Dustin DiTommaso

SVP, Behavior Change Design, Mad*Pow
Dustin is Senior Vice President of Behavior Change Design at Mad*Pow. A designer and researcher, Dustin’s work involves the study and application of behavioral and decision science, motivational psychology, and human-computer interaction to the design of technology-assisted behavior... Read More →


Tuesday April 6, 2021 4:10pm - 4:30pm EDT
Hop.in Main Stage

4:30pm EDT

Own Your Health Data: An Open Source Path
We demand that patients own their data. We demand that healthcare services are open source. Because healthcare is too important to be closed. We are getting screwed. We’re dying younger, maternal mortality is ticking up, and big money is running healthcare, at our expense. The data that drive our care, the algorithms that dictates our parents care, our neighborhood’s care, our nation’s care, and the everyday services we rely on, feed on our experiences, are governed by black boxes and crooked biases, and are owned by others. It’s our health. Our very lives are at stake. We demand that patients own their data. We demand that healthcare services are open source. Because healthcare is too important to be closed. See how we, the atomic units of the health system, can bend it back to the light.

Speakers
avatar for Juhan Sonin

Juhan Sonin

Creative Sandpaper, goinvo, MIT
Juhan designs the future of healthcare at GoInvo. His design infects local, state, and national healthcare systems from food stamps in Massachusetts to care planning for half of US residents. Our healthcare is too important to be closed, which is why he drives an open source agenda... Read More →


Tuesday April 6, 2021 4:30pm - 4:50pm EDT
Hop.in Main Stage

4:50pm EDT

Designing (Human Centered) Science Communication
How do we apply design thinking to health & risk communication, especially when audiences are conflicted and disagree on ideological world views? Too often, organizations assume that people who don’t share our attitudes toward topics like mask wearing and vaccination are generally uninformed, or worse, misinformed… if we can explain the facts clearly and make a compellingly rational argument, everyone should accept what we already know to be true, right? Unfortunately, that’s not how risk perception works. Research consistently shows that simply giving people more information does not persuade them — it may even polarize them further, depending on whether that information threatens or affirms their values and social identity. This talk offers a primer on identity-protective cognition - how four archetypal world views influence perception - and a strategy for communicating with (and persuading, when necessary), those folks across the worldview-aisle when their, and our, collective wellbeing depends on it.

Speakers
avatar for Jen Briselli

Jen Briselli

SVP, Experience Strategy & Service Design, Mad*Pow


Tuesday April 6, 2021 4:50pm - 5:05pm EDT
Hop.in Main Stage

5:05pm EDT

Honoring Caregivers
Speakers
avatar for Alexandra Drane

Alexandra Drane

Co-Founder and CEO, Rebel Health and ARCHANGELS
Alexandra is co-founder and CEO of Rebel Health and ARCHANGELS.  She serves as Wellness Expert for Prudential, and co-founded Eliza Corporation (acquired by HMS Holdings Corp: HMSY), Engage with Grace, and three other companies (all boot-strapped).  A serial entrepreneur, she is... Read More →


Tuesday April 6, 2021 5:05pm - 5:25pm EDT
Hop.in Main Stage

5:25pm EDT

Day 1 Closing Remarks
Speakers
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →


Tuesday April 6, 2021 5:25pm - 5:30pm EDT
Hop.in Main Stage
 
Wednesday, April 7
 

9:00am EDT

Day 2 Kickoff & Design Challenge Announcement
Speakers
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →


Wednesday April 7, 2021 9:00am - 9:10am EDT
Hop.in Main Stage

9:10am EDT

Revolutionizing the Maternal Health Experience
Callie will examine what it takes to build equity, center communities and embed equity-based thinking into every aspect of a business & direct it toward something as complex as maternal health.

Speakers
avatar for Callie Chamberlain

Callie Chamberlain

Community Impact, Culture, and Corporate Social Responsibility, Optum
Callie Chamberlain is committed to health, health care, and well-being for all. She is currently responsible for advancing health equity across Optum, a global health services organization.A strong commitment to intercultural and interreligious dialogue, Callie has filmed an award-winning... Read More →


Wednesday April 7, 2021 9:10am - 9:30am EDT
Hop.in Main Stage

9:30am EDT

Incubating Social Innovation and Empowering Entrepreneurship at Johns Hopkins Sibley Memorial Hospital
Speakers
avatar for John Johnson

John Johnson

Founder, Verbal Gymnastics Theater Company
John Johnson is a native Washingtonian and is the founder of Verbal Gymnastics Theater Company. He uses an innovative approach to storytelling that gives voice to community through Playback Theatre. Mr. Johnson is a director, actor, public radio contributor, arts educator, and father... Read More →
avatar for Mary Blackford

Mary Blackford

Founder, Market 7
Mary Blackford is the Founder of Market 7, a community marketplace that features  Black-owned food and lifestyle businesses for the purpose of alleviating food and retail deserts in Washington, DC.Mary graduated from Babson College with a BS in Business Management. As a student she... Read More →
avatar for Veronica X. Vela, DrPH, MEng

Veronica X. Vela, DrPH, MEng

Director of Community Health Design + Innovation, Sibley Memorial Hospital
Veronica X. Vela, DrPH, MEng, is a design and innovation leader focused on improving the health and well-being of communities.  She serves as the Director of Community Health Design + Innovation at Sibley Memorial Hospital, where she leads Sibley’s social innovation program and... Read More →


Wednesday April 7, 2021 9:30am - 10:00am EDT
Hop.in Main Stage

10:00am EDT

Designing for Health Equity: From the Inside Out

Join Antonio Melo, Vice President, Experience Center, Digital Health & Analytics at Humana and Amy Heymans, Mad*Pow’s Chief Experience Officer, in a fireside chat exploring how to address gaps in health equity both locally and at scale. As a global provider of healthcare solutions, Humana has recently made a number of changes to address health equity at the corporate level, including appointing a Chief Equity Officer to address them. But how do you implement solutions that will bring equity to life in a meaningful way both inside the organization and for the millions of people served by the organization? This lively discussion will cover ideas on how to address the inherent bias in creative output and team composition to boost innovation, create radically new forms of care, stimulate community, and unlock dormant aspects of the economy.

Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Speakers
avatar for Antonio Melo

Antonio Melo

Vice President, Experience Center, Digital Health & Analytics, Humana
Antonio Melo is the founder and leader of Humana’s Digital Experience Center, an interdisciplinary, human-centered healthcare innovation accelerator. A self-taught creative, he employs passionate curiosity, careful observation, and a playful, sometimes absurdist imagination in his... Read More →


Wednesday April 7, 2021 10:00am - 10:20am EDT
Hop.in Main Stage

10:20am EDT

Lunch & Learn Announcements
Wednesday April 7, 2021 10:20am - 10:30am EDT
Hop.in Main Stage

10:30am EDT

Coffee Break
Wednesday April 7, 2021 10:30am - 10:45am EDT
Hop.in

10:45am EDT

Field Visits During the COVID-19 Crisis: Remote Observation of Remote Work
In-context observation, shadowing, and interviews are essential tools for design and innovation. When our carefully laid out plans to do in person clinic visits ran into a still active public health crisis, we thought we would have to skip this step. We decided to attempt virtual site visits instead. It worked better than expected, and we gained some key insights for a new health coverage program and the application, eligibility, and enrollment system supporting it. Additionally, it allowed us to see how assisters themselves were coping with remotely assisting patients with applications for health coverage. This talk will explain how we conducted the research, what we learned, and how we might improve upon our methods in the future.

Moderators
avatar for Emily Treat Czar

Emily Treat Czar

Experience Strategy Director, Mad*Pow
Emily has been designing interactive games for a range of publishers for more than a decade, including executive producing the Half the Sky Movement games portfolio, which included a 33-part Facebook game, three Java phone games, and a series of 20 mobile game apps. Oh, that was among... Read More →

Speakers
avatar for Shannon Ford

Shannon Ford

Sr Manager, Human-centered Design, Alluma
Shannon Ford is the Sr. Manager of Human-centered Design at Alluma, a non-profit social enterprise whose mission is to eliminate barriers to getting people connected to help, so that all people have access to support and services when they need it. Shannon focuses on improving the... Read More →


Wednesday April 7, 2021 10:45am - 11:20am EDT
Hop.in Sessions

10:45am EDT

How the US can Learn from Developing Countries' Approach to Healthcare
The U.S. healthcare system delivers care primarily through hospitals and as the COVID-19 pandemic hit, hospitals in the U.S. were overburdened. While the existing healthcare system struggled to manage the outbreak within communities, the hospitals were also becoming epicenters which increased the spread of the disease.   We have identified the following behavioral challenges related to accessing healthcare based on literature from past epidemics and continuing research on COVID-19: Poor care seeking behavior resulting from low perceived risk, fear within communities, lack of trust in healthcare Poor compliance and adherence behavior   Community distrust and resistance to the COVID-19 response   Increased stress, anxiety, and other mental health challenges for healthcare workers and communities Decreased utilization of health services due to fear and perceived risk of contracting COVID-19   While a hospital-based care delivery system works well in a treatment focused approach to healthcare, during pandemics and infectious disease outbreaks, a more prevention focused approach is required. Most developing nations have utilized a community centered care approach to overcome epidemics including SARS, MERS, TB and HIV. Drawing out conclusions from the vast literature, an increased role of communities and community-based care is suggested for adapting to the new normal and being better prepared for future pandemics. We propose an integrated approach to healthcare that outlays the leading and supporting roles of both hospitals and communities to draw a balance between treatment focused and prevention focused healthcare.   We have seen the promise of programming that focuses on community level originated solutioning to address HIV and COVID-19 in our work in Eswatini and Kenya. This community of practice-based model offers a structured process to encourage and support local ownership of problem-solving initiatives with human centered design as ‘the glue’. By leveraging community knowledge and building capacity in their problem-solving process, we have seen the development of contextually appropriate solutioning that are sustainable and scalable.


Moderators
avatar for Nedret Sahin

Nedret Sahin

Senior Experience Designer, Mad*Pow
For Nedret, humans are the best part of human-centered design. Her fascination with people and their behavior led her to experience design and strategy, a perfect fit for her endless curiosity and desire to learn.Nedret comes to Mad*Pow with a B.S. in Marketing, Information Design... Read More →

Speakers
avatar for Christina Hanschke

Christina Hanschke

Sr Design Associate, Final Mile
avatar for Namiya Jain

Namiya Jain

Behavior Architect, Final Mile Consulting
Namiya Jain is curious about human behavior and is passionate about understanding why people do what they do and how that changes in different contexts. She believes in an interdisciplinary approach to understanding and solving problems that involve humans and societies. Namiya is... Read More →


Wednesday April 7, 2021 10:45am - 11:20am EDT
Hop.in Sessions

10:45am EDT

Digital Charisma
In the 1990 racing movie "Days of Thunder" a crew chief talks to his newly built race car. As he gently explains the need for optimum performance on race day he’s met with the sound of an engine oil leak to which he stares at the car disappointingly and says, “This was not the answer I was looking for from you.” This probably sounds more familiar than strange. We humans have been talking to machines for a long time. Now, we’ve reached a point where our real life creations are talking back. The explosion in conversational agents like Siri, Alexa, Tess are as ubiquitous as smartphones and have entered the health space as virtual proxies of knowledge and guidance. These agents are desperately needed. ⅔ of people worldwide suffer from chronic diseases that are preventable and the result of poor health behaviors in sleep, nutrition, and exercise. The problem is beyond that of building good habits. Users need daily, personalized interaction through an ever-present, intelligent, and responsive bot to promote intentional, health behaviors. Bots have to be part of the solution as there simply aren’t enough human experts to meet the demand. Unfortunately the current health bot landscape has bogged down around use cases of either recording biodata or simple instruction. Much like the fictional health robot Baymax these bots are soft spoken, passive, and polite. I argue that more effective, persuasive bots can result from a focus on creating AI models that express more personality, or “digital charisma.” Humans exhibit a wide array of emotions. Bots able to appropriately respond with traits perceived as frustration, surprise, excitement, curiosity, anxious concern, and humor can create a stronger emotional bond between agent and human. Trust and emotional appeal are powerful ways to persuade users down specific behavior paths.

Moderators
avatar for Dustin DiTommaso

Dustin DiTommaso

SVP, Behavior Change Design, Mad*Pow
Dustin is Senior Vice President of Behavior Change Design at Mad*Pow. A designer and researcher, Dustin’s work involves the study and application of behavioral and decision science, motivational psychology, and human-computer interaction to the design of technology-assisted behavior... Read More →

Speakers
avatar for Ravi Komatireddy

Ravi Komatireddy

CEO, Motiv Health Inc.
Dr. Ravi Komatireddy is a digital health entrepreneur who is currently the Founder and CEO of Motiv Health Inc, a startup passionately focused on using human and AI coaches for health behavior change. He is an Internal Medicine physician who trained at Dartmouth Hitchcock Medical... Read More →


Wednesday April 7, 2021 10:45am - 11:20am EDT
Hop.in Sessions

11:20am EDT

Demystifying Data Analysis in Healthcare
The question of our time, wrote Eric Ries of "The Lean Startup," is not can it be built but should it be built. The future of healthcare is more and more being built based on abstractions of people into data and algorithms. As designers and researchers of healthcare, we share a concern that the future is being built without people in mind. In their place are apps that no one wants, new services without service, and products that discriminate against users. In this talk, we advocate for the perspectives of patients, clinicians, and caregivers to be at the center of healthcare design and innovation. By understanding how exclusion is built into design, we share methods to document our biases and bring the voices of patients, clinicians, and caretakers to the forefront of health. We draw upon case studies from our work in service delivery, substance use, and the COVID vaccine to examine new ways of listening to and learning from healthcare users and practitioners.

Moderators
avatar for Emily Treat Czar

Emily Treat Czar

Experience Strategy Director, Mad*Pow
Emily has been designing interactive games for a range of publishers for more than a decade, including executive producing the Half the Sky Movement games portfolio, which included a 33-part Facebook game, three Java phone games, and a series of 20 mobile game apps. Oh, that was among... Read More →

Speakers
avatar for Lisa Yoshiko Radecki

Lisa Yoshiko Radecki

Innovation and Design Lead, Kaiser Permanente
Lisa Yoshiko Radecki, MDes, is the Innovation and Design Lead at Kaiser Permanente. She believes that sustainable design depends upon context-driven research to frame challenges and tell the appropriate story. She applies this philosophy by using design methods to align human behavior... Read More →
avatar for Rachel Carmen Ceasar, PhD

Rachel Carmen Ceasar, PhD

Researcher, Culture of Health+Tech Consulting
Rachel Carmen Ceasar, PhD, is an Latinx and medical anthropologist working at the intersection of health, technology, and design. Her work and research examine the impact of cultures and systems on how people navigate and negotiate their health and wellbeing. She's the founder of... Read More →


Wednesday April 7, 2021 11:20am - 11:50am EDT
Hop.in Sessions

11:20am EDT

Designing for an Unequal Experience of Pregnancy and Motherhood
Although pregnancy is a shared experience of women globally, it is not experienced equally or similarly. Equal access to quality information and quality healthcare for all women cannot be assumed, and is not a reality. There are many factors that influence a woman’s access to information and her experience of healthcare including her age, literacy, nationality, socio-economic status, location, disability, HIV status, LGBTQI+ identification, marital/partnership status, ethnicity, mental health, involvement in sex work etc. MomConnect’s vision is to make quality information available to all women in South Africa, with a special focus on women that do not have access to the sources of information that many of us take for granted: internet, unlimited data, email, apps, antenatal classes, and a private doctor. The women registered on MomConnect attend public health facilities in South Africa where no appointments are possible, they have to wait for hours in line to see a nurse, and discrimination against women that do not fit the ‘norm’ is prevalent. At best, these women receive decent basic information and healthcare. And at worst, they experience extreme discrimination because they are ‘too young’; unmarried; have HIV; are part of the LGBTQI+ community; or are a foreign national. Our challenge is: how do you design a service that makes every woman feel understood, supported and empowered in her unique journey to becoming a mother, and help her to adopt healthy behaviors for her and for her unborn child?


Moderators
avatar for Nedret Sahin

Nedret Sahin

Senior Experience Designer, Mad*Pow
For Nedret, humans are the best part of human-centered design. Her fascination with people and their behavior led her to experience design and strategy, a perfect fit for her endless curiosity and desire to learn.Nedret comes to Mad*Pow with a B.S. in Marketing, Information Design... Read More →

Speakers
avatar for Lauren Kotzé

Lauren Kotzé

Programme Design Lead: Maternal & Child Health, Praekelt.org
Lauren Kotze is the Strategic Lead for Maternal Health and Early Childhood Development at Praekelt.org, an organization that uses mobile technology to solve some of the world's largest social problems, predominantly in the area of public health. Their flagship projects are the South... Read More →


Wednesday April 7, 2021 11:20am - 11:50am EDT
Hop.in Sessions

11:20am EDT

Data-Driven Behavior Change: From Awareness > Understanding > Action
Today’s consumer and clinical tracking tools offer unprecedented views into what’s happening in our bodies. For people with Type 2 Diabetes, wearable Continuous Glucose Monitors (CGM) offer a novel and detailed view into their glycemic control. But while all this data does reveal more about what’s happening, it can’t always tell us why, or what to do next — and certainly can’t guide people through the ups and downs of a healthy behavior change journey. In this talk, we’ll share learnings from a large-scale research and design effort that aimed to do just that: to help people not only see, but understand, and act on their own wealth of health data. We’re thrilled to share our own learnings from the front lines, and to learn alongside others seeking to do the same.

Moderators
avatar for Dustin DiTommaso

Dustin DiTommaso

SVP, Behavior Change Design, Mad*Pow
Dustin is Senior Vice President of Behavior Change Design at Mad*Pow. A designer and researcher, Dustin’s work involves the study and application of behavioral and decision science, motivational psychology, and human-computer interaction to the design of technology-assisted behavior... Read More →

Speakers
avatar for Eli Myers

Eli Myers

Director of Design, Omada Health
Eli Myers is the Director of Design at Omada Health. He leads their product design team in bringing the core tenets of behavior change science to life through the company's suite of novel health programs—not only the engaging and effective programs we deliver to our members, but... Read More →
avatar for Camille Rocca

Camille Rocca

(Former) Lead, Product Insights, Omada Health
Camille Rocca is a health design researcher and strategist. She leads Product Insights at Omada Health, where she, in close collaboration with her design, data science, and clinical partners, works to understand and address the challenges their members face in managing chronic conditions... Read More →


Wednesday April 7, 2021 11:20am - 11:50am EDT
Hop.in Sessions

11:50am EDT

Taking Action on Complex Data: How We Set a Vision for a Global Emergency Department Product
As UX professionals in health care technology, we have a unique opportunity to revolutionize patient care and clinician satisfaction. We were given the overwhelming but exciting task of creating a next-generation product for emergency departments in hospitals around the world. Within 12 weeks we led an international and interdisciplinary team through a user-centered process to create a clear product vision. During this talk we will explain our steps, provide example activities, and share lessons learned along the way. From a unique twist on journey maps to ideas for remote workshops, the audience will walk away with practical tips and inspiration for their own large-scale projects.

Moderators
avatar for Emily Treat Czar

Emily Treat Czar

Experience Strategy Director, Mad*Pow
Emily has been designing interactive games for a range of publishers for more than a decade, including executive producing the Half the Sky Movement games portfolio, which included a 33-part Facebook game, three Java phone games, and a series of 20 mobile game apps. Oh, that was among... Read More →

Speakers
avatar for Jody Butts

Jody Butts

Manager | Senior Global User Experience Strategist, Cerner
Jody is a Senior User Experience Strategist working on international health care technology platforms for Cerner. She leads a team of clinical UX professionals across Europe. Working alongside business and engineering leadership, Jody is propelling the organization toward a user-centered... Read More →
avatar for Antonia Lorz

Antonia Lorz

Associate Senior User Experience Designer, Cerner
Antonia is an Associate Senior User Experience Designer. She is focused on concept development and design of a next-generation electronic health record (EHR) through a user-centered design process. Antonia also has design and research experience in multiple global regions focused... Read More →


Wednesday April 7, 2021 11:50am - 12:20pm EDT
Hop.in Sessions

11:50am EDT

IBM Watson Health Design Justice Initiative: Elevating Diverse Voices in Research
Black, Indigenous, and People of Color (BIPOC) experience significant health disparities as a result of racism embedded in the social, economic, and political forces that impact individual and community health. As a result, it is our responsibility as designers to amplify and support voices of BIPOC and other marginalized groups throughout the design process by listening to them and speaking truth to power if they are overlooked. This talk will provide an overview of one of the main objectives of IBM-Watson Health Design Justice Initiative—developing methods of enabling more inclusive research participant recruitment practices in industry. The speaker will specifically provide a case study of applying design thinking to create an internal solution that empowers BIPOC participants to contribute their expertise and lived experience throughout the entire design research process—from initial planning to knowledge transfer. Note: The IBM-Watson Health Design Justice Initiative is a volunteer, grassroots effort that seeks to address racial health disparities through IBM-Watson Health’s digital health products. Although our initiative is carried out within IBM, it provides a perspective on how to approach similar projects in other business organizations. This initiative is supported and led by Raven Veal, PhD, MSPH, Andrea M. Barbarin, PhD, JD, MSI, Cherese Cooper, MS, and Morgan A. Foreman.

Moderators
avatar for Nedret Sahin

Nedret Sahin

Senior Experience Designer, Mad*Pow
For Nedret, humans are the best part of human-centered design. Her fascination with people and their behavior led her to experience design and strategy, a perfect fit for her endless curiosity and desire to learn.Nedret comes to Mad*Pow with a B.S. in Marketing, Information Design... Read More →

Speakers
avatar for Raven Veal

Raven Veal

Design Researcher, IBM Watson Health
Raven is a design researcher at IBM Watson Health with ten years of combined research experience in psychology, behavioral science, and public health. In her current role, she leads and conducts research to produce evidence-based insights that inform product design for clinical development... Read More →


Wednesday April 7, 2021 11:50am - 12:20pm EDT
Hop.in Sessions

11:50am EDT

Novel Technologies for Behavior Change Design
Moderators
avatar for Dustin DiTommaso

Dustin DiTommaso

SVP, Behavior Change Design, Mad*Pow
Dustin is Senior Vice President of Behavior Change Design at Mad*Pow. A designer and researcher, Dustin’s work involves the study and application of behavioral and decision science, motivational psychology, and human-computer interaction to the design of technology-assisted behavior... Read More →

Wednesday April 7, 2021 11:50am - 12:20pm EDT
Hop.in Sessions

12:20pm EDT

Lunch and Learn: HCI Digital Advisory Service Line; Case Study AltaMed Health Services
The HCI Group is a global leader in healthcare IT consulting and technology solutions. HCI continues to expand its digital advisory services by facilitating its customers’ healthcare digital transformation through passion, quality, innovation, and in-depth customer commitment. HCI brings the power of Tech Mahinda, ZEN3 TECH, Mad*Pow, B!O, Pininfarina, BORN, and HealthNxt to create a holistic approach to digital transformation with a human-centered design. Will Conaway will walk you through the exciting services HCI can offer to ensure that we can tailor our services to fill your needs best.

Ray Lowe and Connie Harmsen will share the digital experience including Remote Patient Monitoring for CHF at AltaMed Health Services. AltaMed is the largest independent Federally Qualified Community Health Center in the US delivering more than 930,000 annual patient visits through its 43 sites in Los Angeles and Orange Counties. AltaMed’s patient-centered care model is delivered through a caring team of culturally competent health care professionals. The integrated system emphasizes prevention and healthy living and is designed to reduce health care disparities and avoid unnecessary trips to emergency rooms or other more costly forms of care.

HCI is committed to improving healthcare globally through a combination of disruptive innovation and cost reduction. HCI’s vision is to transform the healthcare industry into a leader in the adoption of digital technology.

Speakers
avatar for Connie Harmsen, PhD, MHA, MSN

Connie Harmsen, PhD, MHA, MSN

Senior Vice President US West and APAC, and Chief Clinical Information Officer, The HCI Group
Connie Harmsen, PhD, MHA, MSN is Senior Vice President US West and APAC, and Chief Clinical Information Officer for The HCI Group. She has served in health care leadership positions for 35 years, including 20 years in nursing practice, and 12 years within healthcare informatics and... Read More →
avatar for Raymond (Ray) Lowe

Raymond (Ray) Lowe

SVP/CIO, AltaMed Health Services
Raymond (Ray) Lowe is the SVP/CIO for AltaMed Health Services in Los Angeles, California, which serves over 300,000 people in the Los Angeles and Orange County.He is a skilled transformational IT leaders focusing on visionary strategic and innovative approaches to solve complex business... Read More →
avatar for Will Conaway

Will Conaway

Vice President of Provider Delivery, The HCI Group


Wednesday April 7, 2021 12:20pm - 1:20pm EDT
Hop.in Sessions

12:20pm EDT

Lunch and Learn: Reaching all Communities with a COVID Vaccine: How 25 Years of US and International Experience Can Inform More Equitable Vaccine Distribution
Global public health and health care systems are faced with the monumental task of vaccinating the world’s population. It’s time to share best practices. What can the United States learn from international vaccine introductions - and what can our lessons teach other countries?

The new COVID-19 vaccine roll-out has roiled our US public health system, despite the ongoing emergency preparedness planning that all states have undertaken since 2003. Even with the experience of Influenza A (H1N1) our systems are challenged to equitably administer the COVID vaccine to 330 million people.

This panel will examine the issues that public health systems, health care systems, and communities are confronting around equity in vaccine distribution and reaching communities with limited access to the health system. We will share learnings from JSI’s extensive experience in successfully reaching those at “the last mile” in developing countries, and explain how those approaches can be adapted for equitable vaccine delivery here in the US. Based on our years of experience in vaccine distribution, including the COVID-19 Vaccine Equity Project and supporting 75 new vaccine introductions in 24 countries, speakers will map out key approaches to reaching diverse, rural/remote communities, as well as under-resourced communities around the world. A few lessons learned from this experience can help shape the US-approach to the COVID-19 vaccine introduction: the importance of community mapping to identify those individuals in the target group to receive the vaccine; assessing cold chain equipment to plan the needed capacity based on the target population and roll-out introduction plan; and rapid response to fill in the cold chain and transport gaps for vaccine distribution. Participants can engage and exchange their challenges and lessons and learn from each other in this fast-moving environment.

Speakers
avatar for Amy Cullum

Amy Cullum

Senior Consultant, JSI
Amy Cullum is a Senior Consultant focusing on public health and health care preparedness at JSI. Amy works with organizations at the local, state, and federal level to build public health and health care response readiness through planning, training and exercising to address capabilities... Read More →
avatar for Margaret Franckhauser, BSN, MS, MPH

Margaret Franckhauser, BSN, MS, MPH

Director of Aging Services, JSI
Margaret Franckhauser, BSN, MS, MPH, is the Director of Aging Services at JSI. She has over 40 years of experience at the intersection of healthcare, aging and public health. An adult/geriatric nurse practitioner by background, she served as a clinician and community health administrator... Read More →
avatar for Dr. Elizabeth Talbot

Dr. Elizabeth Talbot

Professor of Medicine in the Section of Infectious Diseases and International Health, Geisel Medical School at Dartmouth
Dr. Talbot is an infectious diseases- and tropical medicine-trained internist, who has had extensive experience in international and domestic infectious disease control through outbreak investigation, clinical projects, research, and consultation. She trained at Duke University and... Read More →
avatar for Durrell J. Fox, BS, CHW

Durrell J. Fox, BS, CHW

CHW-Health Equity Consultant, JSI
Durrell J. Fox, BS, CHW is a Community Health Worker (CHW) with over 29 years of experience providing community/street outreach, direct services, case management support and advocacy for HIV+ adolescents/young adults, their families and communities. For 2 years served as a Technical... Read More →


Wednesday April 7, 2021 12:20pm - 1:20pm EDT
Hop.in Sessions

12:20pm EDT

Lunch and Learn: Storytelling, Theatre and Lunch
Stories are like human DNA . When we share authentic stories with others they stick to us and become a part of our being. Verbal Gymnastics Theatre company will take stories from community members (you at the HXD conference) and "Playback" these stories in a spontaneous creative way.

Speakers
avatar for John Johnson

John Johnson

Founder, Verbal Gymnastics Theater Company
John Johnson is a native Washingtonian and is the founder of Verbal Gymnastics Theater Company. He uses an innovative approach to storytelling that gives voice to community through Playback Theatre. Mr. Johnson is a director, actor, public radio contributor, arts educator, and father... Read More →


Wednesday April 7, 2021 12:20pm - 1:20pm EDT
Hop.in Sessions

1:25pm EDT

Prioritizing Financial Health & Wellness
Physical, mental and emotional are the 3 pillars of total wellness. Often overlooked, includes prioritizing financial health. Financial uncertainty can be overwhelming and can show up physically affecting sleep patterns potentially causing more colds and minor illnesses, and can also exacerbate existing medical conditions. And yet less than 15% of employees take advantage of their employer offered FSA / HSA accounts. These accounts not only save you money, they can reduce the uncertainty around how you’re going to pay for a trip to the doctor or a medical emergency. Is it education or skepticism that is holding people back from taking advantage of this financial perk? At Aetna (a CVS Health Company) one of the financial service companies is PayFlex which offers a variety of financial solutions that help clients with health savings plans, commuter benefits, tuition assistance and more. PayFlex recognized the need to go further to educate their target markets while keeping the information simple and easy to understand. Most UX problems can be solved by asking “What is the problem we are trying to solve?” The design challenge of creating multiple educational experiences and yet sticking to classic UX principals and not skimping on the process (as tempting as it can be) proved to work. Six months after launching the new website user interest has increased in the double digits. This talk will walk users through what worked and some surprises along the way when it came to rethinking the PayFlex experience.

Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Speakers
avatar for Emily Running

Emily Running

Sr Digital Designer, Aetna
Emily Running is a Senior UX Designer at Aetna, a CVS Health Company. She is an experienced design leader and strategist who has practiced human-centred design since 2004. Her diverse background includes product management, photography and creative direction in addition to having... Read More →


Wednesday April 7, 2021 1:25pm - 1:45pm EDT
Hop.in Sessions

1:25pm EDT

Out of the Haze and Into your DMs
How might we foster an inspiring and supportive environment to combat teen vaping addiction over Instagram DMs? In 2019, 28% of high school students reported vaping in the past month, up 7% from the year prior. More than 5 million youth reported having used e-cigarettes in the past 20 days, and nearly 1 million reported daily use. It is no secret that teen vaping is an epidemic. There is a clear need to give engaging, meaningful support to teens who are addicted to nicotine through vaping, many of whom would actually like to stop but have few options for where to go for help. Instagram DMs offer the opportunity to meet teens who vape where they already are, in readiness and in social nature, to deliver evidence-based treatment to engage young vapers looking to quit. In this session learn how Hopelab, behavior change strategists at Rescue Agency , and scientists at the University of California San Francisco partnered to design an intervention not just for teens, but with teens. Introduced by Senior Director of Research, Dr. Danielle Ramo, Design Lead Robin Hayashi, will share the process of creating a unique prototype on Instagram to support and engage young vapers looking to quit through Instagram DMs. They will share how this prototype was inspired by a well-tested smoking-cessation intervention model on Facebook that provided a clinical foundation for an engaging, empathetic, and human-centered program to help teens quit vaping. They will talk through the opportunities and challenges of designing a supportive environment with a true human touch in a digital space ripe with patient opportunity. What assumptions were challenged in the process of designing for a new generation of nicotine users, who are grappling with the unique stressors of adolescence in 2020? Listen to what we learned about co-creating every step of the way with our partners and end users, in order to design a clear supportive path to quit vaping.


Moderators
avatar for Amy Wicks

Amy Wicks

Senior Content Strategist, Mad*Pow
A good beginning is half the job. - Slovak ProverbIt’s no surprise that someone who began her career as an English teacher and native-speaker-for-hire in Bratislava, Slovakia, describes herself as curious about people’s journeys. Amy Wicks’ unique journey started in Montana... Read More →

Speakers
avatar for Dr. Danielle Ramo

Dr. Danielle Ramo

Senior Director of Research, Hopelab
Dr. Danielle Ramo is Senior Director of Research at Hopelab, where she helps to oversee the design and implementation of research efforts across Hopelab’s projects. Danielle is also an Adjunct Associate Professor in the Department of Psychiatry and Weill Institute for Neurosciences... Read More →
avatar for Robin Hayashi

Robin Hayashi

Design Lead, Hopelab
Robin Hayashi is a Design Lead at Hopelab. With a background in brand, visual communication and human-centered design, she is equal parts graphic designer, design researcher, and strategist. Especially in the face of many other concerns and constraints, she continuously pushes teams... Read More →


Wednesday April 7, 2021 1:25pm - 2:00pm EDT
Hop.in Sessions

1:25pm EDT

Driving Change in a Mobile Vision Clinic
When the Covid-19 pandemic hit, clinical trials across the country were impacted as sites closed down and patients were unable to travel. Studies were suddenly at risk of missing critical assessments to keep trials on track and keep patients enrolled. 2020 On-site had been operating a mobile optometry company for over six years, but suspended operations in the Spring in line with local guidance. With our fleet of licensed clinics and an industry need for patients to receive eye exams without traveling to a site, an opportunity emerged to bring ophthalmic care directly to patient's homes. Now, nine months into the pandemic, we regularly travel the country to see patients. We've partnered with biopharma companies, CROs, and clinical sites to develop programs to assess their patients close to home, or even right at their front door. With STERIS certification, hospital grade HEPA filters, and modifications to the mobile clinics we meet or exceed COVID protocols for cleanliness and safety. The one resounding message we've heard from both patients and our clients about this new program is this: they love it. The pandemic accelerated the timeline for this type of access to care change, but the industry has been talking about patient-centricity for years. When the country starts to shift from pandemic emergency mode in the coming years the main answer to uncover is how do we help more sites and sponsors embrace this shift to more patient-centric care?


Moderators
avatar for Tiffany Mura

Tiffany Mura

VP Client Experience, Health, Mad*Pow
Tiffany is a Renaissance woman: a published author, fluent in several languages, avid runner, and a brilliant businesswoman who also loves to travel, bake, read, paint and write. She’s creative, curious, and adventurous. She considers the publication of her nonfiction book, The... Read More →

Speakers
avatar for Jessica Mays

Jessica Mays

Senior Director of Life Sciences, 2020 On-site
Jess Mays is the Senior Director of Life Sciences at 2020 On-site, a Boston-based mobile vision company that has reinvented the way patients and companies receive eye care.She has worked with leaders across 2020 On-site to build the design and implementation of all Life Science offerings... Read More →


Wednesday April 7, 2021 1:25pm - 2:00pm EDT
Hop.in Sessions

1:45pm EDT

The Business Case for Health and the Growing Intersection of Physical and Financial Health
About 40 percent of GDP in the United States is spent on either the health or financial industries, yet workers themselves are in increasingly dire health and financial straits. The plight of a large segment of the American public should be a siren call to sector leaders to align their business goals with actions that enhance financial health and healthy communities. With pressure mounting on all systems from the COVID-19 pandemic and the American public teetering on the ledge of mental, emotional and financial breakdown it has never before been more important for leaders to understand both the intersection of health and finance but also to have implementable solutions to see us through this unprecedented era. Using the Financial Health Network’s data-driven research and first-hand insights gained from across its broad membership base in multiple industries, Jennifer Tescher, a nationally known expert on the subject of financial health, will provide clarity for how leaders across the healthcare industry can maximize their contributions to the financial and physical health needs of their constituents to deliver better financial and health outcomes in the midst of uncertainty.   Ms. Tescher’s presentation will include an overview of how financial factors contribute to physical wellbeing and how providers can deliver medical services in a way that supports positive financial health;examples that illustrate how the advancement of patient and employee financial health is also an investment in a health system’s own bottom line;and, the connections between the commitment to behavior change that health provider can make in order to design more effective solutions and programs that work together to underscore patient health and reinforce overall financial health.

Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Speakers
avatar for Jennifer Tescher

Jennifer Tescher

President & CEO, Financial Health Network
Jennifer Tescher is the Founder, President and Chief Executive Officer of Financial Health Network (formerly the Center for Financial Services Innovation), the nation’s authority on financial health. The Financial Health Network is a trusted resource for business leaders, policymakers... Read More →


Wednesday April 7, 2021 1:45pm - 2:00pm EDT
Hop.in Sessions

2:00pm EDT

Making the Case for Global Healthcare Systems
Through global reports and personal experiences, we know healthcare costs in the United States have soared in recent years: total US healthcare spending is now 16.9% GDP, more than any other OECD country (OECD, 2019). These financial implications burden patients, clinicians, and the system itself. The context of American healthcare is defined by factors including private insurance, changing healthcare models (i.e. fee-for-service to value-based care), Medicare, and regulatory entities. These factors converge to determine the bottom line of a hospital stay. While we may understand American healthcare, this is only one example of how healthcare systems operate. What about the rest of the world? This talk explores global healthcare systems — how they are maintained economically, how they react to different situations, and how they impact individual patients. Utilizing case studies from UX research conducted at 3M, the talk starts at a macro level outlining the context of healthcare systems in Australia, Belgium, Canada, Germany, Italy, and Saudi Arabia. The context of regulations, authorities, and structure all change the business case for healthcare nationally and at individual hospitals. Finally, the talk reviews different scenarios to illustrate what happens when the system copes with stress and how this changes the outcome for the patient.

Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Speakers
avatar for Jamie Maier

Jamie Maier

Senior UX Researcher, 3M
Jamie Maier is a senior UX research at 3M, supporting the Health Information Systems division. She has conducted international healthcare research with 3M’s global subsidiaries and hospitals. As a researcher, Jamie describes herself as a translator, absorbing and understanding the... Read More →


Wednesday April 7, 2021 2:00pm - 2:15pm EDT
Hop.in Sessions

2:00pm EDT

Designing for Taboo Topics as a Step Towards Holistic Health and Well-Being
Taboos are like ‘’open public secrets’’ and often dealing with these topics can be challenging due to the negative societal view. However, taboos can have a strong impact on the well-being of people, therefore, addressing these subjects is of high importance. In my talk I would share seven building blocks to design for taboo topics. These blocks were identified during my master thesis desk and field research project on the taboo of menstruation in India. Menstruation is a taboo that is prevalent worldwide, but in the low and middle income countries such as India, it has an even stronger negative impact on the lives of women. It is a subject that women deal with in secrecy and shame, often without involving men into the subject. However, India is a patriarchal country where men have a direct impact on the lives of women and the way women conduct their periods. Though efforts do exist to deal with the issue of menstruation, none so far have a focus on the stigma and shame that prevent from dealing with the subject openly. Through the talk I would describe the seven building blocks by showcasing them through my project on menstruation.

Moderators
avatar for Amy Wicks

Amy Wicks

Senior Content Strategist, Mad*Pow
A good beginning is half the job. - Slovak ProverbIt’s no surprise that someone who began her career as an English teacher and native-speaker-for-hire in Bratislava, Slovakia, describes herself as curious about people’s journeys. Amy Wicks’ unique journey started in Montana... Read More →

Speakers
avatar for Petra Salaric

Petra Salaric

PhD student, TU Delft Alumni I Loughborough University
Petra Salaric was born in Zagreb, Croatia in 1993. She received her BA from the School of Design in Zagreb, with a major in Product Design. After various internships from different areas of art and design, she graduated with cum laude from Delft University of Technology. The focus... Read More →


Wednesday April 7, 2021 2:00pm - 2:30pm EDT
Hop.in Sessions

2:00pm EDT

A Human-centric Approach: Now More Important Than Ever.
The rise in consumerism of healthcare combined with radical changes to the daily norm due to the global pandemic continue to shift the locus of control in healthcare management away from the traditional provider/health system model to the patient. In light of this new paradigm shift, customer (patient) behaviors and expectations have changed. How do we ensure we meet and exceed them? Instituting a human-centered design process is a crucial initial step to better understand real people – not just “patients” – and their experience, needs, motivations, obstacles and what really counts.

Moderators
avatar for Tiffany Mura

Tiffany Mura

VP Client Experience, Health, Mad*Pow
Tiffany is a Renaissance woman: a published author, fluent in several languages, avid runner, and a brilliant businesswoman who also loves to travel, bake, read, paint and write. She’s creative, curious, and adventurous. She considers the publication of her nonfiction book, The... Read More →

Speakers
avatar for Amy West

Amy West

Head of Digital Transformation & Innovation, NNI
Leader of Novo Nordisk US digital health innovation strategy including establishing and advancing the customer experience strategic focus areas and roadmap, digital health business development and innovative partnerships for the Novo Nordisk portfolio.


Wednesday April 7, 2021 2:00pm - 2:30pm EDT
Hop.in Sessions

2:15pm EDT

Designing for the "New World" of Value Based Reimbursements
At Nuna, we have an ambitious mission to make high-quality healthcare affordable and accessible for everyone. We achieve this by enabling health plans to successfully transition their provider contracts from Fee for Service to Value Based reimbursement. By providing a suite of data analytics products that enable both sides to easily navigate the complexities of new value-based reimbursement programs, we empower healthcare providers to provide better, more affordable care to all their patients. However, transitioning from Fee for Service to Value Based Payment is incredibly hard for all stakeholders involved. This talk will focus on insights from our work conducting research for and designing one of Nuna's newest data analytics product offerings, Contract Modeler, and how Nuna helps solve one of the greatest barriers on the road to adopting and operationalizing these new value-based reimbursement programs — getting into a value agreement in the first place.

Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Speakers
avatar for Rayna Allonce

Rayna Allonce

UX Designer/Researcher, Nuna Inc.
Rayna Allonce is a UX Designer and Researcher at Nuna Inc., where she designs products that help make high-quality healthcare affordable and accessible for everyone. She is interested in health equity and believes that technology can have a huge impact in driving systemic change at... Read More →


Wednesday April 7, 2021 2:15pm - 2:30pm EDT
Hop.in Sessions

2:30pm EDT

Health Literacy: Seeing the System to Catalyze Collaboration: The Design in Health Landscape
Taking the nod from scientific collaboration across the globe in lightning speed COVID-19 vaccine development, we see the urgent need to break out of the deadly silos that scatter the impacts of design in health.

Quality Improvement is a well-documented discipline and has progressed inter-institutionally due to agreed upon norms and nomenclature. However, Design as a discipline is not measured and progressed within the domains of health and well-being in the same manner. Disparate groups, multi-stakeholder initiatives, communities of practice, graduate education programs, and incorporated organizations exist within this nascent domain, but to date no effort has been made to visually represent their relatedness and the distinctions between them.

At the Design Institute for Health within Dell Medical School, we have created a prototype map of the design in health space, which we invite participants to co-create with us. This map illustrates the landscape of change agent organizations and highlights collaborative opportunities for shaping new paths forward in how people get and stay healthy. We seek to leverage this map and its co-creation process to create momentum to formalize our practice, provoke conversations, bring cohesion to the field, and catalyze change.

Today’s unprecedented times require radical collaboration. We must broaden our view of collaboration beyond our organizations and partnerships to collaborate widely across the entire domain of design in health. The initiatives, institutes and organizations seeking systemic change in health through design must build interconnectedness and collaboration to truly revolutionize well-being.

Moderators
avatar for Amy Wicks

Amy Wicks

Senior Content Strategist, Mad*Pow
A good beginning is half the job. - Slovak ProverbIt’s no surprise that someone who began her career as an English teacher and native-speaker-for-hire in Bratislava, Slovakia, describes herself as curious about people’s journeys. Amy Wicks’ unique journey started in Montana... Read More →

Speakers
avatar for Natalie Privett

Natalie Privett

Systems Designer, Design Institute for Health
Natalie Privett is a Systems Designer at the Design Institute for Health, a radical collaboration between Dell Medical School and the College of Fine Arts at The University of Texas at Austin. Natalie explores all aspects of complex health ecosystems and illustrates conflicting priorities... Read More →


Wednesday April 7, 2021 2:30pm - 3:00pm EDT
Hop.in Sessions

2:30pm EDT

A Patient Services Team Responds To The Needs Of Its Patient Community
2020 was a year of unprecedented change, resiliency and challenges. In an organization centered around the access and educational support of its patient community, we swiftly evolved our standard of support to meet the changing needs of our stakeholders. Early on in the pandemic, our Patient Services team assembled a cross-functional response team to address the unmet needs of “whole patient” – frequently meeting with key stakeholders, soliciting and responding to feedback, solving for challenges together, and using a variety channels and communication points in supporting our patients. We found a way to speak with a unified voice, knowing that together we could make a greater impact.  

Moderators
avatar for Tiffany Mura

Tiffany Mura

VP Client Experience, Health, Mad*Pow
Tiffany is a Renaissance woman: a published author, fluent in several languages, avid runner, and a brilliant businesswoman who also loves to travel, bake, read, paint and write. She’s creative, curious, and adventurous. She considers the publication of her nonfiction book, The... Read More →

Speakers
avatar for Beth Lisogorsky

Beth Lisogorsky

Patient Services Marketing - USBU, Digital Lead, Takeda
Over 15 years experience in interactive marketing and digital strategy for Fortune 15 companies and start-ups. Highly skilled in working across multiple cross-functional technical, marketing, legal and business teams on complex web projects spanning ideation through implementation... Read More →


Wednesday April 7, 2021 2:30pm - 3:00pm EDT
Hop.in Sessions

2:30pm EDT

The Relationship Between Health & Finance
Moderators
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Wednesday April 7, 2021 2:30pm - 3:00pm EDT
Hop.in Sessions

3:00pm EDT

Coffee Break
Wednesday April 7, 2021 3:00pm - 3:15pm EDT
Hop.in

3:10pm EDT

You Are the Future of Health Equity.
To this point hospitals have taken a very insular approach to addressing the healthcare needs of underserved patients. While disruptive technologies like travel shopping websites, ride sharing apps, social media, and online retailers have changed nearly every facet of how we engage with the world, very little has changed with how we engage patients, especially non-white, non-English speaking communities. This talk will discuss two initiatives which heavily relied on collaboration with groups/individuals outside of the typical Community Health/Health Equity space to argue that more collaboration is not only necessary, but vital to bring about equitable care for all patients.

Speakers
avatar for Daniel Burje Chonde, MD-PhD

Daniel Burje Chonde, MD-PhD

Resident Physician, Radiology, Massachusetts General Hospital
Daniel “Dan” Burje Chonde, MD, PhD is a radiology resident at the Massachusetts General Hospital (MGH) who is interested in reimagining clinical spaces so they better support equitable care for patients. A physicist by training, Dan graduated from MIT with his SB in physics and... Read More →


Wednesday April 7, 2021 3:10pm - 3:30pm EDT
Hop.in Main Stage

3:30pm EDT

Creative Confidence
Speakers
avatar for Dr. Natalie Nixon

Dr. Natalie Nixon

President, Figure 8 Thinking
Natalie Nixon, PhD is a creativity strategist, global keynote speaker and the president of Figure 8 Thinking. She helps leaders apply creativity and foresight to achieve transformative business results and amplify value. Natalie is the author of The Creativity Leap: Unleash Curiosity... Read More →


Wednesday April 7, 2021 3:30pm - 3:50pm EDT
Hop.in Main Stage

3:50pm EDT

Co-Creating Haiku for Healing, Health, and Change
Physician poet Rafael Campo states, “I think of poetry as a kind of primary care. It’s so based on the experience of community, of joining together”. Our healthcare system is based on silos of practice, training and access. For patients, they are swept into this disconnected world with a new or changing diagnosis. A new and changing landscape that is disconnected from the life they have lived. For clinicians they are thrust into a system that focuses on fixing body parts that have failed, and a sense of disconnection from the suffering that they observe daily. Current healthcare is grounded in fixing but not adept at healing. A chasm only widens when we separate ourselves from the experience of simply being human. Our interprofessional team of nurse researcher/educator, physician and e-patient will join together in a collaborative presentation designed to bridge the chasm and build community through co-creation of haiku. Why haiku? Haiku are structured in form and can easily be taught to many ages and literacy levels. Many people remember being taught simple haiku in elementary school, using three lines of five, seven, five syllables. Because the haiku form may feel familiar it is often more accessible and less daunting than other less structured ways of expression. Haiku invite observation, thoughts and emotions that are grounded in the present moment. They are micro-poems that can be said in one breath yet profoundly express many aspects of the human experience. While ambiguous, they invite connection, listening and understanding. We will describe and lead the audience through a simple, yet profound exercise in co-creation of haiku using a visual prompt (piece artwork) that evokes emotion through observation. Using the words elicited by members of the audience, a collaborative haiku will be created that expresses a deeper level of understanding of the human experience.

Speakers
avatar for Britta Bloomquist

Britta Bloomquist

Customer Account Specialist, Loll Designs
Britta Bloomquist is an ePatient from Duluth, Minnesota. She has lived with many health issues for over 20 years, including, but not limited to, Ankylosing Spondylitis and mental health ailments. Bloomquist previously wrote on her blog titled Chronically Young where she documented... Read More →
avatar for Brian Stork

Brian Stork

Dr., Michigan Medicine West Shore Urology
Brian Stork, MD is an Assistant Professor in the Department of Urology at the University of Michigan. His current area of research interests is the effects of Adverse Childhood Experiences (ACES) on Physician mental health and behavior. Brian will discuss how toxic stress, trauma... Read More →
avatar for Pamela Ressler

Pamela Ressler

Founder, Stress Resources
Pamela Ressler, MS, RN is an Adjunct Clinical Assistant Professor at Tufts University School of Medicine in the Pain, Research, Education and Policy Program and the founder of Stress Resources. Her work with connection, mindfulness and resilience informs her research and her life... Read More →


Wednesday April 7, 2021 3:50pm - 4:15pm EDT
Hop.in Main Stage

4:25pm EDT

I Pledge Allegiance to Health-Care
This talk centers around the need to see people as people and not numbers, and once we move to doing that we will final crack the code of what health-care should be.

Speakers
avatar for Rashad Rayford

Rashad Rayford

Founder, Speaker, Elevate Your Vibe LLC
Rashad Rayford, is an award-winning actor, poet, author and speaker.His work has been featured at TEDx, on NPR, The Wall Street Journal, HuffPo, and USA Today.He is the reigning"The MOTH story hour Nashville GRAND slam champion".His company Elevate Your Vibe, LLC is a nontraditional... Read More →


Wednesday April 7, 2021 4:25pm - 4:45pm EDT
Hop.in Main Stage

4:45pm EDT

Conference Wrap Up
Speakers
avatar for Amy Heymans

Amy Heymans

Founder & CXO, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →


Wednesday April 7, 2021 4:45pm - 4:50pm EDT
Hop.in Main Stage
 
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  • Filter By Date Health Experience Design 2021 Apr 6 - 7, 2021
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  • Track: Building Digital Health Programs that People Trust
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  • Track: The Relationship Between Health & Finance
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