Sara Brandon & Giselle Valencia. Two experience leaders from Neighborhood Health Plan of Rhode Island will join the show to discuss the role that experience plays in health care:Sara Brandon is the Director of Customer Experience and Communications. She’s a dynamic strategist and storyteller with deep roots in customer experience, design, and communications. With a passion for analytics and a fire in her belly for healthcare, she uses the creative process to drive action and human-centered change in the workplace.Giselle Valencia is the Director of Human Resources and brings a wealth of experience in employee engagement, operations, and strategic HR. Known for her ability to lead across all five pillars of HR (Operations Management, Coaching, Government, Community Partnerships, and Employee Communications), Gisselle is a connector of people and purpose, always working to align organizational goals with human needs.

Fix the Flow: Turning Process Friction into Customer-Centric Growth This follow-up session to the September Roundtable will give you tools to improve operational flow while keeping the customer at the center. We'll share a practical framework for identifying, prioritizing, and addressing broken processes using VOC, internal insights, and cross-functional collaboration.You’ll walk away with strategies to improve digital adoption, reduce service costs, and create measurable CX wins — fastKey Takeaways Include: - Apply a VOC-driven method to prioritize process improvements.- Learn how to balance cost-efficiency with human-centered design.- Gain practical tools for breaking silos and co-owning CX across functions.

In this episode of Experience Heals, host Leslie Pagel explores how Child Life Specialists play a vital role in shaping healing healthcare experiences. Guest Jennifer Sciolla, a Certified Child Life Specialist with nearly three decades of experience, shares insights from her work supporting hospitalized children and families. As Assistant Vice President of Child and Family Services at Nemours Children’s Health, Jennifer highlights how empathy, communication, and advocacy create experiences that comfort and empower patients. Listeners will gain valuable lessons on what healthcare—and all organizations—can learn from Child Life Specialists in creating experiences that truly heal.

This video will provide a step-by-step guide to leading a design thinking workshop.

The article outlines a three-step process to create a stakeholder map: brainstorming stakeholders, categorizing them based on influence and interest, and visualizing their relationships to inform effective collaboration and communication strategies.

This article discusses two essential choices in journey mapping: (1) deciding between creating a current-state map, which visualizes existing customer experiences, or a future-state map, which envisions ideal experiences; and (2) choosing between an assumption-first approach, starting with existing knowledge, or a research-first approach, beginning with primary user research. The author recommends a hybrid strategy, combining elements of both decisions, to effectively guide teams in understanding and enhancing customer journeys.

The Double Diamond model as a visual representation of the design process, emphasizing the importance of both problem-finding and problem-solving through divergent and convergent thinking phases. This framework aids designers in navigating complex challenges by systematically exploring problems and developing effective solutions.

In the video "Jobs-to-Be-Done vs. Personas," the presenter examines the distinctions and complementary aspects of the Jobs-to-Be-Done (JTBD) framework and user personas in understanding user needs and behaviors. The JTBD framework centers on the tasks or "jobs" users aim to accomplish, focusing on the context and motivations behind their actions. In contrast, user personas are detailed, fictional profiles representing different user segments, highlighting their demographics, goals, and pain points. The video suggests that while JTBD offers insight into the functional reasons behind user choices, personas provide a holistic view of the user, including emotional and social dimensions. Utilizing both approaches can lead to a more comprehensive understanding of users, informing more effective product development and marketing strategies.

In the article "How to Answer the Question 'What's the Job-to-Be-Done?'," thrv provides guidance on accurately identifying and articulating a customer's job-to-be-done (JTBD). The article emphasizes that a JTBD is a goal customers aim to achieve, independent of any products or solutions

In the article "Jobs To Be Done Examples, Theory, Framework, Templates & Statements," Digital Leadership explores the Jobs to Be Done (JTBD) framework, an outcome-driven innovation process designed to identify and address customer pain points. This approach shifts the focus from creating solutions in isolation to understanding and fulfilling crucial yet unmet user needs.

This content piece outlines a structured approach to integrating user data into the UX design process.

The article explains how customer journey maps serve as essential visual tools that help businesses understand and optimize every interaction a customer has with a brand. It covers the process of creating these maps by gathering data, identifying key touchpoints, and uncovering pain points in the customer experience. The guidance provided includes practical tips for mapping the customer journey to reveal insights that can improve user experience, boost conversions, and enhance overall business performance.

Dr. Rachel Hitt’s presentation highlights the critical role of effective communication in healthcare, demonstrating its benefits for patients, clinicians, and financial outcomes. Key topics include patient experience (PX) measurements, the economics of communication, and practical skill sets like active listening and empathy. Strong communication enhances satisfaction, care quality, and hospital profitability.

Michelle Kaptur and Laura Casey’s presentation, Simplifying Customer Communication for Immediate Clarity, explores the importance of using plain language to improve customer experience. It highlights challenges with complex writing, showcases case studies on clear communication, and provides strategies for writing concisely, organizing content effectively, and ensuring accessibility. The session emphasizes that plain language builds trust, enhances understanding, and leads to better outcomes.

The presentation explores how customers select experiences to alter their emotional states, highlighting the pivotal role emotions play in memory formation. It emphasizes integrating desired emotions into experience design to enhance customer satisfaction and retention. By understanding emotional triggers, businesses can create impactful experiences that resonate with their audience’s needs.

The Double Diamond" by the Design Council introduces a visual model outlining the design and innovation process, divided into four phases: Discover, Define, Develop, and Deliver. This framework emphasizes alternating divergent and convergent thinking to explore problems thoroughly and develop effective solutions.

25 perspectives to approach designing customer, user, and employee experiences, emphasizing the importance of viewing customer experience (CX) as a system involving time, interactions, and cycles

Design Operations focuses the orchestration and optimization of people, processes, and craft to enhance design's value and impact at scale

Design Operations focuses the orchestration and optimization of people, processes, and craft to enhance design's value and impact at scale