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Tuesday, April 12 • 2:30pm - 2:50pm
Designing Friction-free Experiences with Service Design

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As all industries seek to improve their end-to-end customer experience, there are typically complex orchestrations of digital and physical interactions, resources, and technologies required to make it happen. As the healthcare industry becomes more challenging to navigate—both with how patients access care and how providers deliver it—there’s no better time to embrace transformation through service design; to leverage technology, people, and processes that support healthcare consumers in the convenience economy.

The modern consumer expects all of their experiences to be flawless and friction-free, but often has low confidence that this expectation will be met in their healthcare journey. Barriers exist everywhere, from scheduling an appointment to filing a complaint to accessing customer support. To meet consumer expectations, healthcare providers need to fundamentally rebuild their experiences for a connected world. This is a transformation that requires us to elevate our thinking beyond just making products easier to use. Instead, it requires us to focus on human-to-human interactions first, and design digital experiences as an extension of them, to transform how we serve patients across every touchpoint, digital and physical.

In this talk, I’ll explore how healthcare organizations can leverage service design with confidence to improve touchpoints across the consumer end-to-end experience. And how service design methodology can align teams on a shared vision of surface-to-core functions that support them, seamlessly. All in effort to provide consumers of healthcare with frictionless, holistic, and superior experiences that enhance quality of care.

avatar for Kevin Silver

Kevin Silver

VP, Experience Design, Mad*Pow
Kevin is a design leader and strategist who lives to create meaningful products and services that delight customers and meet business goals. His career as a user experience designer includes working with companies like Wayfair, IDEXX Laboratories and Tyler Technologies, as well as... Read More →

avatar for Jon Robinson

Jon Robinson

Director of Product Design, Pager
Jon is the Director of Product Design at Pager, a platform delivering an all-in-one care experience to healthcare consumers. Prior to that, he was a Principal of Experience Strategy and Design at Slalom—a global consulting firm—where he helped organizations react to the Covid... Read More →

Tuesday April 12, 2022 2:30pm - 2:50pm EDT
Room 1