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 -
VP, Digital Design & Consumer Experience,
Thomas Jefferson University & 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
VP, Digital Design & Consumer ExperienceThomas Jefferson University & Jefferson Health
12:30 pm - 1:00 pm
EST
Keynote
Shawn Nason -
Founder, CEO & Chief Disruptor,
MOFi
1:00 pm - 2:00 pm
EST
Insourcing Innovation: How to Build an Innovation Model in Your Health System
Lauren Hahn -
Innovation Manager,
Penn Medicine Center for Health Care Innovation
David Resnick - Innovation Manager, Penn Medicine Center for Health Care Innovation
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.
2:00 pm - 2:30 pm
EST
Open Discussion: Service Design in the Context of COVID
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
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 & StrategyPenn Medicine Center for Health Care Innovation
Viraj Patwardhan
Vice President, Digital Design & Consumer ExperienceThomas 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.
