As a member of the Regional Care Experience team, I employ Human-Centered Design, service design, and innovation to improve patient and physician experience across Kaiser Permanente Northern California's 4.5 million members and 10k physicians.

IMPACT
 

• Young Adult Care Experience: Orchestrated research, including 30+ patient interviews and translation of quantitative and qualitative data into 6 actionable insights informing design sessions with multi-disciplinary teams​. Lead regional Obstetrics & Gynecology department through idea prototyping and 10 tests of change.

• MCAHPS Care Coordination: Led 6-month co-design project with 25 physicians and regional leaders, resulting in 12 proven interventions; 85%+ of participants found value in the identified solutions. This work led to an 3% increase in region wide Medication Review scores.

• Care Experience Management (CareXM): Led CareXM training design and implementation across 21 medical centers, equipping teams for effective adoption by 10k physicians and leaders. Supported development of patient surveys with 2 mil. responses to date. Assisted creation of 10 dashboards for physicians, care teams and administrators, translating patient experience data into actionable insights, driving a 5 point improvement in intent to renew metric.