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Track: Evolving Design & Innovation Practices [clear filter]
Tuesday, April 6
 

2:20pm EDT

Evolving Design & Innovation Practices: 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

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
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2:55pm EDT

Evolving Design & Innovation Practices: 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

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
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3:25pm EDT

Evolving Design & Innovation Practices: 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

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
 
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