From Vision to Transformation:
How Service Design Disrupts Business

October 26-28, 2020 | 12PM ET / 9AM PT

Post-Conference Focus Day: Wednesday, October 28th

11:55 am - 12:00 pm EST Opening

12:00 pm - 12:30 pm EST How to Improve the Value of Health Care Interactions Between People & Technology

Viraj Patwardan - Vice President, Digital Design and Consumer Experience, Jefferson Health

There exist a myriad of digital interactions in healthcare and across health systems, including both face-to-face interactions and more behind-the-scenes interactions. COVID’s impact accelerated digital evolution across all organizations, healthcare included, making stronger digital strategy a necessity.  In this session, Viraj Patwardhan speaks to Thomas Jefferson University Hospital’s journey of rising to the challenge of elevating digital interactions to meet the needs of a post-COVID world.


Viraj Patwardan

Vice President, Digital Design and Consumer Experience
Jefferson Health


Shawn Nason

Founder, CEO & Chief Disruptor

Penn Medicine’s migration from a fee-for-service model to value-based care provided a massive opportunity for a robust innovation framework across the health system. Hear from Penn Medicine’s Health Care Innovation team about their journey building and scaling innovation.


Lauren Hahn

Innovation Manager
Penn Medicine Center for Health Care Innovation


David Resnick

Innovation Manager
Penn Medicine Center for Health Care Innovation

COVID is causing unprecedented disruption in all industries, with healthcare at the front and center of the crisis. Service Design represent a powerful tool to re-engineer the design and delivery of healthcare service experiences at scale. How can and should Service Design be your secret weapon in the context of COVID? This open discussion joined by Healthcare Focus Day speakers Matt Van Der Tuyn and Viraj Patwardhan seeks to spark open and honest conversation about the challenges and opportunities of Service Design in the current environment.


Matthew Van Der Tuyn

Director of Design & Strategy
Penn Medicine Center for Health Care Innovation


Viraj Patwardhan

Vice President, Digital Design & Consumer Experience
Thomas Jefferson University & Jefferson Health

2:30 pm - 3:00 pm EST Apply a Design Systems Approach Across a Service Portfolio

Kyle Vice - Studio Director, Philips

Design systems traditionally provide design teams with the tools and building blocks needed to build consistent products and software experiences. The same principles can be applied to service experiences, democratizing design tools for all stakeholders involved to improve the end-to-end customer relationship. Join Kyle Vice, an Experience Design Studio Director at Philips, as he shares how Philips expanded their design systems approach beyond products and software to include their service portfolio.


Kyle Vice

Studio Director

3:00 pm - 3:05 pm EST Closing