HXD 2019 has ended
Wednesday, April 3 • 11:35am - 12:05pm
Patient Experience, From Three Unique Perspectives: Cynthia Sharpe & Steven Merahn, ThinkWell Group

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Why People Will Pay Hundreds of Dollars to Wait Two Hours in Orlando for a 90 Second Ride, But Are Frustrated by Healthcare

A theme park is about narrative – and the power of the principles of theme park design to engage, inform, motivate, and inspire action, are all equally applicable to the design of systems of care delivery: patient activation, treatment plan adherence, health-related behavior change, affinity, and loyalty.

Whether the narrative is about the quest of Harry Potter to vanquish Voldemort or about a quest to get a chronic illness stabilized, the scenarios are remarkably similar. There’s feelings and challenges to be managed; there’s vocabulary and technical skills to be mastered.

But theme park design is also about safety, organizational capacity, throughput, compressed time sequences, human resources, inventory management, and quality. It’s about performance consistency, managing transitions, being prepared for common deviations from the structured experience, and acknowledging the human factors for both patients and the professionals who are providing their care.

"Experience Management" means more than just customer service, and can have influence and impact beyond patient satisfaction scores, including optimizing patient access strategies, achieving better alignment around goals of care, improving efficiency and quality of clinical operations, and raising levels of professional/staff satisfaction.

This presentation seeks to share the principles of experience design in non-healthcare environments that share the challenge of 24/7, high volume, technology-enabled human performance focused on safety and outcomes -- including theme parks and resorts, museums and cultural attractions, and live events -- and show how they can be applied to, and successfully support, quality and performance objectives for 21st century healthcare. Using case studies, participants will learn how the basic principles of experience design can inform extraordinary transformation.

avatar for Jonathan Podolsky

Jonathan Podolsky

VP, Strategy & Service Design, Mad*Pow
Jonathan  Podolsky  started  his  career  as  an  architect,  designing  hospitals,  clinical  facilities  and  community  spaces.  A  passion  to  design  what  people  experience  in  these  spaces,  drove  Jonathan  to  become  a  service  designer... Read More →

avatar for Steven Merahn, MD

Steven Merahn, MD

Chief Medical Officer, Centria Healthcare
avatar for Cynthia Sharpe

Cynthia Sharpe

Principal, Cultural Attractions and Research, Thinkwell Group
As Principal of Cultural Attractions and Research for Thinkwell Group, Cynthia is responsible for bringing guest behavior, museum, and education perspectives to Thinkwell projects. Her twenty years of experience spans from permanent and traveling museum shows to multi-use destination... Read More →

Wednesday April 3, 2019 11:35am - 12:05pm EDT
Room 3 40 Edwin H Land Boulevard, Cambridge, MA, USA