Human-centered Design for Inclusive and Empathetic Resident Services

Gorham Palmer, IBM & Sarah Preputnik

Human centered design offers a powerful mechanism to bring an outside-in perspective that builds alignment while accelerating progress toward meaningful outcomes. Engage in an interactive discussion about how these practices can not only help envision a future state desirable to your residents, but how they can be used to build on successful practices and capabilities in place today that are essential for demonstrating rapid results. We explore keys that make Enterprise Design Thinking successful, provide examples of the framework in action, and work with participants to develop their own ideas around key priorities for human-centered design. Participants will leave with pathways to continue their journey applying this framework to solve complex problems that will provide the foundation for more equitable, inclusive, and empathetic government services.

About Gorham Palmer: Gorham is an IBM Distinguished Designer leading IBM’s UX practice in North America. For over 25 years he has been fusing systems thinking with design craft to solve big, challenging, ambiguous problems. He draws on his experience as an illustrator, designer, and design thinker in creative services and customer experience consulting to deliver customer experience strategy, creative and brand strategy, conceptual problem-solving, organizational design transformation, and compelling creative execution in both traditional and digital media.
Thu 9:15 am - 10:15 am
Government-as-a Service