Designing Next

Originally released August 20, 2020

Guest

Rick Evans

Senior Vice President & Chief Experience Officer

NewYork-Presbyterian

Summary

Rick Evans, Senior Vice President & Chief Experience Officer at NewYork-Presbyterian, joins Designing Next for the first part of a two-part interview. In this episode, our focus will be on the role of culture in delivering employee, patient, and consumer experience. Look forward to hearing Rick discuss building and scaling out experience-focused cultures at large, multi-location organizations like NewYork-Presbyterian, as well as the role culture played as NYP navigated - and continues to navigate - the unprecedented crisis of COVID-19.

Show Details

Rick Evans started his career in the non-profit world before transitioning into patient and customer experience work - almost before the discipline existed! In his career, he has led patient experience at two of the country’s most recognized hospitals - NewYork-Presbyterian (NYP) and Mass General - and is considered one of the most influential and innovative leaders in the patient and staff experience space. 

As you listen to this episode, which is part one of a two-part interview, you will be struck by Rick’s dedication to culture. When he rejoined NYP for the second time a few years ago, one of the first things he did was co-create a Respect Credo with leadership and staff. As you will hear in our interview, that Credo guides much of what Rick and the team at NYP does. It played an essential role as they navigated the unimaginable challenges of COVID-19 this past Spring.

There is a lot we can all learn from Rick, which is why our conversation will last over two episodes. In this first part of our interview, you can look forward to learning: 

• The lessons Rick has learned from building and scaling out an experienced-focused culture at large, multi-location organizations
• How the Respect Credo guides team members of all levels at NewYork-Presbyterian
• The role culture played as NYP navigated the unprecedented experience of COVID-19

We’ve been looking forward to our conversation with Rick since we launched the podcast. We hope you enjoy Rick sharing his experience and approach to culture - and we’re sure you’ll learn a bit too. 

Originally released August 6, 2020

Guest

Brandi Overstreet, CCXP

Sr. Manager and VP

T. Rowe Price Central Services

Summary

Brandi Overstreet, Sr. Manager and VP at T. Rowe Price Central Services, joins Designing Next to discuss her role guiding product leadership initiatives and product development teams as they scale customer-centric and agile delivery practices at T. Rowe Price. In this episode, Brandi shares the learnings from setting up an innovation center separate from their main campus, how they scaled a new approach to innovation, how it has changed the way people work at T. Rowe Price and how being a DJ can prepare you for a career in Customer Experience. 

Show Details

T. Rowe Price is an 83-year old investment management firm based in Baltimore, MD that serves clients in 47 countries around the world.  In 2017, T. Rowe Price launched Innovation Centers in Baltimore, New York, and Maryland. All the Innovation Centers focused on bringing business and technology teams together to develop products in an agile approach, and the Maryland Innovation Center had an emphasis on client experience. Now, T. Rowe Price is working integrate and scale approaches from the Maryland Innovation Center into their full organization, and our guest this week, Brandi Overstreet, is guiding that process. 

Brandi is a senior manager and VP at T. Rowe Price. She has been with the firm since 2007 and currently guides product leadership initiatives and product development teams as they scale customer-centric and agile delivery practices that were born out of the Maryland Innovation Center. Prior to this role, Brandi spent five years focused on defining strategy and executing programs to enhance the workplace retirement plan investor’s experience. We’re excited to speak with her to learn more about the process of integrating T. Rowe Price’s new practices from their off-campus Maryland Innovation Center into the broader organization. 

When you listen to this episode, you can look forward to learning: 

• How T. Rowe Price approached the challenge of rolling out and scaling new approaches innovation at such a large organization
• The importance of bringing together cross-functional teams from the beginning of a project so they collaborate from end to end
• How T. Rowe Price been able to keep the momentum around innovation during the COVID-19 Pandemic 
• How being a DJ can prepare you for a career in Customer Experience
  

We’re excited to share this episode of Designing Next with you. We hope you enjoy Brandi sharing her experience and perspective and that you gain interesting insights and contribute to your knowledge around innovation and experience design. 

Originally released July 22, 2020

Guest

Russ Maloney

Director of Innovation Services

Banner Health

Summary

Russ Maloney, Director of Innovation Services at Banner Health, joins episode one of Designing Next to talk about how he and his team have introduced innovation into Banner Health, a large health system with 28 hospitals and over 50,000 employees. In the episode, he shares the lessons he’s learned over the last few years, how they’ve introduced innovation into the culture, and what they are focusing on moving forward. 

Details

Banner Health is a large non-profit health system, with 28 hospitals and over 50,000 employees. About four years ago, the system amped up its innovation effort, creating several teams called Imaginariums, which were similar to incubators. The Imaginariums drew talent from Banner Health itself as well as the worlds of retail, start-ups, and design agencies. Last year, all of those teams came together to form Banner Innovation Group (BIG). In this episode, we speak with Russ Maloney, Director of Innovation Services at BIG. Russ has been with Banner Health since the launch of the Imaginariums and has a unique perspective on Banner Health’s innovation journey that he will share with us. 

Both Steve and Chad know Russ well, as before he joined Banner Health, Russ was a co-founder of Cast & Hue and worked closely with Chad when he was the Chief Experience Officer at Nebraska Medicine. Russ is fascinated by knotty problems, emphatic ideas, hearty openness, and how they all converge in the healthcare environment. As a culture leader with Banner Innovation Group, Russ develops engagement models and tools from a foundation of empathy. He’s working toward a future healthcare system that is not only simpler, but more intuitively human.

When you listen to this episode, you can look forward to learning: 

• The strategies and tactics that Russ and his team use to integrate innovation into the Banner Health culture
• The importance of listening to and collaborating with the audiences they are creating for
• The role of openness and transparency in innovation

We’re excited to share episode #1 of Designing Next and we hope you enjoy every minute of it!