Putting the Care Into Health Care Designs

Christi Zuber, director of the Innovation Consultancy at Kaiser Permanente, will discuss how her small team of innovators introduced human-centered design to an organization of more than 172,000 employees, which provides health care across eight regions and the District of Columbia. Starting in partnership with IDEO, the team observed industries outside health care and adapted their methodologies to begin small pilots and tests of change within the context of the larger organization. She used real-life examples, including some that are now considered industry best practices, to illustrate the challenges and opportunities of this unique work, and discuss the evolution toward integrating innovative design processes into the fabric of the entire organization.