Service Design and Change of Systems: Human-Centered Approaches to Implementing and Spreading Service Design
Michael Lin
www.kpinnovation.org
Kaiser Permanente
Mike C. Lin is a senior design strategist at the Innovation Consultancy at Kaiser Permanente. Keenly interested in the neurological basis for behavior, he started out as a Ph.D. candidate at Columbia University. Mike then went on to work at various consumer insight, brand and innovation consultancies. Over the last 10+ years, Mike has contributed his energy and expertise to helping companies like PepsiCo, Diageo, Samsonite, Microsoft, and Royal Caribbean understand their consumers better, and articulating fresh opportunities, platforms and product ideas to better engage and connect with them. In his most recent role at Kaiser Permanente, Mike guides a team of designers and clinicians to develop and implement human-centered solutions aimed at addressing some of the most challenging frontline patient care challenges. Over the last couple of years at the Innovation Consultancy, Mike has been leading the team in exploring how design can be used to motivate and sustain change in a health care setting.
Bobby Hughes
Kaiser Permanente
United States
Bobby L. Hughes is a senior designer and innovation consultant with a passion for creating engaging, playful experiences that promote learning and cultivate lasting, positive change. Prior to his experience as Lead Designer with Kaiser Permanente’s Innovation Consultancy, Bobby served as a product designer and innovation consultant at IDEO, a design and consulting firm based in Palo Alto, CA. He is a part-time lecturer at the HassoPlatner Institute of Design at Stanford University (a.k.a. the d.school), and has consulted a variety of organizations including Nike, Smith Sport Optics, Walmart, and Teach for America, bringing a design approach to tackling complex systemic problems. Bobby holds a BS in Physics from the University of Washington and an MS in Engineering/Product Design from Stanford University.
Mary Katica
www.kpinnovation.org
Kaiser Permanente
United States
Mary K. Katica is a senior innovation and design analyst with Kaiser Permanente’s Innovation Consultancy. A creative problem solver, Mary has focused on bringing human centered design to healthcare – working in her previous role with the University of Pittsburgh Medical Center to use design thinking to explore home healthcare opportunities. In her current role with Kaiser Permanente, Mary thoughtfully ideates and creates solutions to improve the care experience. Mary holds a BFA in Industrial Design from Carnegie Mellon University.
Christi Zuber
www.kpinnovation.org
Kaiser Permanente
United States
Christi Dining-Zuber is a nurse with a passion for design. She is the director of the Innovation Consultancy at Kaiser Permanente. Christi has been with Kaiser Permanente since 2001, in roles that have encompassed finance, strategy, facilities design, and her current position in the Innovation Consultancy which she began to build in 2003. In her innovation and design work, Christi has partnered with IDEO to learn and internalize a human centered design methodology into Kaiser Permanente. Christi and her team have spent thousands of hours of time shadowing, conducting ethnographic observations in clinics, hospitals and patient’s homes, and field testing ideas in the front lines of healthcare. Christi has a master’s degree in Health Administration and a Bachelor of Science in Nursing from the University of Oklahoma.
Paul Plsek
Directed Creativity
Paul E. Plsek is an internationally recognized consultant on service innovation and change management in complex organizations. A systems engineer, former director of corporate quality planning at AT&T, and developer of the concept of DirectedCreativity, his work can be described as “helping organizations think better.” Clients have included the Ministries of Health in England and Norway, Kaiser Permanente, the Veterans’ Health Administration, and the Mayo Clinic. He is the Chair for Innovation at the Virginia Mason Medical Center in Seattle; the Director of the Academy for Large-Scale Change in the UK; a former senior fellow at the Institute for Healthcare Improvement; a research investigator with the Vermont-Oxford Network; and a popular conference speaker. Paul is the author or coauthor of dozens of journal articles and seven books. He holds an MS in systems engineering from the Polytechnic Institute of New York (Brooklyn).