Jennifer Porteous
Executive Director / Head of National Experience & Design Strategy
Kaiser Permanente
Jennifer Porteous oversees Experience Design Strategy, Journey Design, Research, and CX Product Strategy. Since joining Kaiser Permanente in 2022, Jennifer has been dedicated to transforming healthcare experiences by unifying the KP ecosystem for the benefit of consumers, members, and patients.
Talk
From Projects to a Practice: Using Journey Management to Transform Experience Design and Delivery in Healthcare
Healthcare design is uniquely complex and has a very real impact on patient health and well-being.
At Kaiser Permanente, we're transforming how we organize, design, and deliver experience to be more holistic--anchored in journey management.
In this talk, we'll share how we're laying the foundation for journey management as a core operating model and what we've learned along the way.