April, 2018 Archive
How can a new service model improve the doctor’s visit?
There’s no room for waiting when you need to visit the doctor. How do people experience the doctor’s visit? How does technology play into today’s experience? What is the greatest stressor present in the experience? At Sequence, a San Francisco based design consultancy, we wanted to know. We conducted a research study and discovered that for […]
Carrie: a Care Coach for caregivers
How might we reduce the emotional cost of the caregiver experience? Introducing a Care Coach for caregivers. Carrie is a concept service designed to improve the quality of life for caregivers. The Carrie service won second place in the 2017 AARP design and innovation challenge. I led this effort as part of the Salesforce Experience Design team. The problem: The […]
Building Service Experience Into Your Organization: It’s a Journey
Service Experience Conference 2016 More than ever, business leaders recognize that customer expectations are changing and that the way to differentiate from the competition is not through their product or service, but through the experience delivered across all interactions with their brand. Enter service design. Not only is service design an approach that fits the […]
Transforming the healthcare billing experience
Goodbye, Bills: modernizing the healthcare experience by changing the way we pay. I led the team at a San Francisco-based design consultancy called Sequence to win the first prize in the transformational category in a national design and innovation challenge sponsored by the Department of Health and Human Services and the AARP to transform the healthcare […]