Lisa Hingson
Managing Director of Innovation
Southwest Airlines
Experienced Innovation leader that values empathy, collaboration and optimism. I lead a creative problem solving team that takes ideas from inception to impact. Our approach is to gain a deep understanding of human needs, imagine new possibilities and prototype them to learn what's desirable, feasible and viable.
Talk
From Projects to a Practice: Using Journey Management to Transform Experience Design and Delivery in Healthcare
Southwest Airlines and Other Tomorrows build massive yet inexpensive physical airport mockups—using simple materials like foam-core and printouts—where stakeholders quickly test complex service innovations before implementation. This fast, cost-effective approach reveals insights conventional testing misses, transforming how regulated industries bridge the gap between service concepts and real-world operations.
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This is a co-presented talk with Tim Radville