The Affordable Care Act put the squeeze on healthcare—patients give you good ratings or you pay for it. Literally.
Patient Experience (PX) was a new role for me, but I was quickly able to find actionable programs for Fairview along with a core team of researchers and business analysts. A book for patients was perhaps low-fi, but I'm a strong believer in not assuming every solution is technological. On the technology side, I was compelled to show them an alternate path for digital UX at the hospital, spending a fraction of the millions planned with healthcare focused tech-providers.