At the 2019 HXD Conference by Mad*Pow we asked patients, clinicians, researchers, designers, public health advocates and other stakeholders in the healthcare ecosystem to share their thoughts on designing thinking and its role in improving healthcare experiences for people interaction with the healthcare system. Here is a recap featuring snippets of these conversations.

About Mad*Pow

Mad*Pow’s Center for Health Experience Design is a community of change makers who take a collaborative approach to improving health and humanizing the health system. With almost two decades of experience partnering with health organizations, the Center leads the design and delivery of transformative health services, behavior change interventions, and digital solutions.

Meet Tami Rich A Patient & Family Advocate

Tami Rich, is a passionate ePatient / eFamily partner with 2 decades of medical case management experience for her son Jameson, who was diagnosed at birth with chronic, complex congenital heart disease.  After participating in patient / family included bedside daily rounds at Mass General Hospital for Children, Tami championed its’ use in 2009 as a member on the newly formed Boston Children’s Family Advisory Council. By 2011, Family-Centered Rounding (FCR) was being rolled out throughout BCH. Three years later, FCR formed the basis for iPASS, an MD handoff tool newly required to meet JCAHO standards for safe care.

Complex Congenital Heart Disease | Parent Caregiver | Work & Caregiving | Family Caregiver

 Key Phrases: Medical Error | Patient Safety | Medication Error | Handoff Errors | Family Care giver | Opportunity for Better Design | Design Thinking | Handoff Errors

Mom Caregiver | Patient Safety | Change of Shift | Hospital Transitions | Pediatrics to Adult Ward | ER | OR | ICU

Key Phrases: Disability Rights, Consulting with Patients | Discharge Process | Family Centered Bedside Rounds | Scientific Model of Change | Inclusive Language

MEET MESHARI F ALWASHMI, BN, MSc. (MED), Ph.D. (c) | Digital Health

Meshari is an epidemiologist and a Ph.D. candidate. His primary research interest is user-centered design and usability testing of innovative technologies in chronic disease management. He has published and peer-reviewed articles in the Canadian Agency for Drugs and Technologies in Health and the Journal of mHealth and uHealth.

Key Phrases: Design Thinking | Bad Design | Good Design | End Users | Patient Users | Healthcare Professionals | Patient | Health Care Professional | Global Health


With a passion  to design what people experience in  these spaces, drove Jonathan to become  a service designer in 2005 when the practice  was new and methodology rapidly evolving. Over  the next 13 years Jonathan helped introduce and evolve  the practice of service design at multiple companies, eventually  leading Experience Strategy and Service Design at Mad*Pow. Jonathan  is an occasional contributor to Service Design Magazine and has taught  Service Designclasses at Tufts University and Mass College of Art.

Key Phrases: Design Thinking | Patient Experience | Pediatrics | Rare Disease | Design Experience

Meet Kathryn Hautanen. Kathryn boasts degrees in Physics, Materials Science, Nuclear Engineering, and Design Strategy.

She’s taking her commitment to innovation in health care to the CHXD, which provides a base for organizations to connect and generate a shared understanding of problems faced in health care experience design and collaborate around solutions. Partners have included Boston Children’s Hospital, Massachusetts Health Quality Partners, Cigna, Muskegon Family Care, the U.S. Department of Health and Human Services, and Behavioral Health Innovators (BHI).

Key Phrases: Design for Change | Collaboration in Healthcare | Innovation Challenge | Mad*Pow

Meet Vanessa Mason a public health educated advisor to health care startups. Enthusiastic about data & impact

She is a research director for the Institute for the Future’s Future 50 Partnership, a circle of future-smart organizations who think strategically about near-term choices to reshape the long-term future of their organizations.

Key Phases: Global Health | Digital Health | Public Health | Improving Health outcome | Health Care | Wellbeing

Key Phrases: Global Health | Burnout | Digital Health Improving Health outcome | Non Traditional Entrepreneurs Social Impact

Key Phrases: Traditionalism | Opportunities for Startups | Affirmative Spaces | Wellbeing & Impact

Key Phrases: Public Health, Futurist, Addressing Illness, Disparities, Optimal state of Being, Health & Wellness, Design Thinking

Meet Jen Briselli an insatiable curiosity and passion for science, education, and empowering people through design.

She considers herself an enabler more than a problem solver, because she dislikes framing every design opportunity as a problem to be solved.

Key Phrases: Design Thinking | Collaboration in Healthcare | Patient Experience | Behavior Change | Experience Innovation | Clinician Collaboration

Meet Dr. Bryce Rutter, Founder and CEO of Metaphase Design Group Inc., is a leading expert in the research, ergonomics and design of medical products and worldwide specialist in hand-intensive products and packaging.

His work includes collaborations with numerous global prestigious brands and high-profile start-ups on products ranging from robotic surgical systems, powered and manual instrument design, and drug delivery systems to disposables, mobile and wearable devices to personal care products, IFUs, and usability and contextual inquiry research programs. Metaphase delivers innovative designs that redefine industry standards, invigorate sleepy brands and create new product categories. Under Dr. Rutter’s leadership, Metaphase has received more than 120 international design excellence awards and 117 patents. Most recently, he was awarded a Silver 2019 Edison Award for the design of I.V. House’s TLC Splints, revolutionizing intravenous site therapy. Dr. Rutter holds degrees in industrial design and PhD in kinesiology, specializing in hand function.

Key Phrases: Clinical innovation | Smart Technology | User Experience | Medical Device |

Robotic Surgical Systems

Meet Kevin Dedner, MPH founder and CEO of Henry-Health, a technology start-up, app and digital platform that provides self-care support and mental health services to black men.

Kevin has a deep commitment to the health and well-being of black men. He has transformed having experienced depression into a tool for helping black men adequately address their emotional and mental health. An award-winning public speaker, Kevin brings over 15 years of experience in public health having worked on a variety of issues including childhood obesity, HIV/AIDS, to tobacco control. He has led strategic planning processes and facilitated convenings on behalf of several clients including the nation’s largest public health foundation, the Robert Wood Johnson Foundation. A recovering politico, Kevin has worked on political campaigns and successfully led health policy wins. However, these days, Kevin is focused on Henry Health’s moonshot of increasing the life expectancy of black men by ten years within the next twenty-five years.

Key Phrases: Telatheraphy | Lifestyle change | Mental health | Wellbeing | Public Health | Black Men’s Health

Key Phrases: Cultural Competency | Social Determinants of Health | Behavioral Health | Public Health

Meet Elizabeth Markle, Ph.D., a licensed psychologist, professor, and chair of Community Mental Health at California Institute of Integral Studies.

She is also Founder and Executive Director of Open Source Wellness, a clinical-community integration initiative offering experiential behavioral health and wellness via a “Behavioral Pharmacy” approach for individuals and families. Dedicated to multitheoretical and multi-level approaches to individual and community health and healing, her research and entrepreneurship are focused on systems design to generate social support, social capital, and social sustainability in health and healthcare.

Key Phrases: Transforming Healthcare | Population Health | Behavioral Health, | Empathy | Community Health | Human Needs | Clinical System

Key Phrases: Social Systems | Health Technology | Wholistic Care | Community Health | Design Thinking