Better Experiences

As technological innovation has continually evolved in the last several decades, marketing has had to change along with it. Almost everything about how marketing is done today, including the notion of a brand itself, needs complete re-imagination. Raja Rajamannar is a master of this transformative work, most notably in his current role as Chief Marketing Officer and President of Healthcare at Mastercard, where he oversees the creation, development, and successful scaling of Mastercard’s healthcare business across multiple regions. Raja shares the forward-thinking ways all companies must reinvent their entire marketing landscape to win the mindshare, business, and loyalty of consumers worldwide.

Antonio Melo brings his personal passion for social justice as a 1st generation American from Columbia to Humana’s Digital Experience Center, where he leads the charge to educate and advocate for Black and Latinx access to healthcare. As an ally for equality and justice, Antonio is empowering Humana to push the conversation from performative to actionable outcomes. Humana leads the charge as a brave company invested in uplifting disenfranchised communities to make informed decisions about their own health and wellbeing.

Design justice harnesses universalist design principles and practices to uplift intersectionally disadvantaged and multiply-burdened groups. Design justice is fundamentally about the power struggle within the design process - Who has it, what they do with it, and how it affects those without it. We must acknowledge that designers tend to unconsciously default to imagining users whose experiences are similar to their own.This becomes inherently problematic due to the current breakdown of the tech industry, which is largely cis - gendered, white, heterosexual, able - bodied, college - educated, literate and with access to high - speed internet and smartphones.

We cannot afford to leave communities behind, and Richard Bynum Chief Corporate Responsibility Officer for The PNC Financial Services Group is taking steps to uplift their internal and external communities, recognizing their responsibility to A.C.T: Build Acumen around the things you do not know, Challenge the norm, and seek Transparency throughout the learning process. By investing in grassroots community development, education, and financial wellness, PNC is changing the game when it comes to economic empowerment.

Dr. Sanjay Gupta, the multiple Emmy® award winning Chief Medical Correspondent for CNN, joined us at our annual Health Experience Design Conference this past April2021 for an exploration of health & wellness, with Mad*Pow Founder and CXO, Amy Heymans (and host of this podcast!). Amy & Dr. Gupta discussed the primary lessons learned from COVID-19 and how they might shape our future in positive ways. Dr. Gupta also shared his perspective on how stress affects our health, how we keep our brains sharp, how a sense of community and relatedness is essential to our health, what his vision for a system that yields health looks like and what innovators and designers in health can do to improve health experiences.

This episode of Better Experiences features Janaki Kumar, Head of Design for JPMorgan Chase & Co. Janaki is a thought-leader in design-led innovation. She is committed to delivering award-winning products and services that help businesses transform the way they work. In this episode Janaki and Amy discuss as design leaders, you must step back and let your team make design decisions that you might not make yourself - the best way to contribute to the success of your team is to step back and let them find their own creativity. The foundation of every high performing team is to have psychological safety – to enable your team to shine! Mindset transformation and change management is difficult at the organizational, team, and individual level. Empathize with people that are nervous about innovative changes – you have to bring them along.

This episode of Better Experiences features Robin Glasco, Co-Founder & Managing Partner at Bambü. It took a horrendous healthcare experience to compel Robin Glasco to forego a potential career at Nike to go after her calling. Equal parts healthcare strategist, entrepreneur and mother of dragons, Robin has found her place in the world that aligns her purpose with her passion and prowess. As a strategist, she rebukes complacency and has an innate need to torch monotony. As an entrepreneur, she is in constant pursuit of annoying problems to eliminate. As a mother of dragons, Robin runs towards the fire in her relentless pursuit to protect human dignity by fearlessly setting ablaze legacy mindsets. Robin is passionate about designing for equity in every realm and brings that passion to her showThe Pink Couch, where she and her fellow hosts discuss uncomfy topics on a comfy couch. This discussion will focus on the important topics of health equity, diversity, and inclusion as well as boldly leading change.

This episode features Russ Wilson, Chief Experience Officer & Head of Design at Fidelity. Russ Wilson is a user experience and product executive with 20 years experience in designing and developing successful software applications. Russ focuses on results, balancing innovation and creativity with practical considerations. He has a special expertise in product strategy, user experience design, user interface engineering, and creative thinking. Throughout his career Russ has Managed direct and matrixed teams worldwide consisting of engineers, designers, product management and other functions. Amy and Russ discuss the evolution of design, design leadership, building a culture of design across the organization and what we can expect for the future of finance.

This episode of Better Experiences featuresa conversation withAdrienne Boissy, Chief Experience Officer of the Cleveland Clinic Health Systemand a staff neurologist at the Cleveland Clinic Mellen Center for Multiple Sclerosis. Dr. Boissy leads initiatives to address and improve every aspect of a patient’s encounter with the Cleveland Clinic Health System – from their physical comfort to their educational, emotional and spiritual needs.This conversation explores how empathy can inspire us to deliver better experiences to patients, families, and caregivers.