![Page 1: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/1.jpg)
@ Amy Cueva
@ MadPow - Founder & Chief Experience Officer
@ HxRefactored - Chair of Design Track – April 5-6, 2016
DESIGN FOR CHANGE:
EMPATHY AS OUR GUIDE
![Page 2: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/2.jpg)
“The world hates change, yet it is the only thing that has brought progress.”
Charles F. Kettering
![Page 3: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/3.jpg)
Design provides us with a creative and human-centered pathway to inspire, motivate, and guide change – helping us to improve the experience of health for the populations we serve.
DESIGN FOR CHANGE
![Page 4: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/4.jpg)
DESIGN FOR CHANGE Empathy Inspired Design
Behavior Change Design
Organizational Design
![Page 5: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/5.jpg)
Individual: Inspired Direction
Business: Customer Focused Results
Societal: Positive Human Impact
USING EMPATHY AS OUR GUIDE IN DRIVING CHANGE
![Page 6: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/6.jpg)
![Page 7: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/7.jpg)
WE ARE pioneers, innovators, designers, technologists, strategists, believers, change makers, patients, doctors, family members, executives, people,
WOUNDED HEALERS.
![Page 8: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/8.jpg)
”…a good half of every treatment that probes at all deeply consists in the doctor's examining himself... it is his own hurt that gives a measure of his power to heal.”
Carl Jung
![Page 9: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/9.jpg)
FUELS OUR DRIVE.OUR EMPATHY
![Page 10: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/10.jpg)
PEOPLE WILL TELL US WE ARE WRONG.
![Page 11: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/11.jpg)
“Insist upon pretense and you’ll have it. Insist upon mediocrity and it is yours. Insist upon beauty and you will find it. Insist upon learning and you will learn. Insist upon living with great passion and you will see differently.”
Paula Darcy
![Page 12: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/12.jpg)
MAKES US STRONGER.ADVERSITY
![Page 13: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/13.jpg)
WHAT IS GOOD FOR THE PEOPLE WE SERVE IS ULTIMATELY GOOD FOR THE BUSINESS.
![Page 14: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/14.jpg)
“There is nothing soft about it. Empathy is a hard skill that should be required from the board-room to the shop floor.”
HBR: Belinda Parmar
CORPORATE EMPATHY IS NOT AN OXYMORON
![Page 15: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/15.jpg)
THE VALUE OF DESIGN Design-Driven Companies Outperform S&P by 228%
Over Ten Years - The ‘DMI Design Value Index' Posted
By Michael Westcott, Monday, March 10, 2014
Updated: Monday, March 10, 2014
+228% over 10y
![Page 16: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/16.jpg)
Improving the Rx Experience = 20% Increase in Online Orders
![Page 17: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/17.jpg)
THE MATURATION OF DESIGN INSIDE ORGANIZATIONS Pretty Stick
![Page 18: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/18.jpg)
Masseuse
PCP
Support Network: Friends & Family
Pharmacist
Lawyer
Chiropractor
Health Coach
CSR
CSR
CSR
HR
Cardiologist
Nurse
Therapist
Weight Watchers
Gym
Lobbyists
Social Worker
Politicians
Lobbyists
Patient Advocate Translator
Financial Entities
Transportation Service
Heart Health Start Up
Hospital Network
Hospital
Cardiology
Lab
Pharmacy
Pharma
PBM Insurance Company
Insurer for Hospital
Federal Government
HHS
FDA
CDC
Legislature
Executive Branch
Employer
Condition Management Companies
Information: Google, Web MD, YouTube, iTunes
Condition Management Start Up
Walk in Clinic
Organizations & Non-Profits
Health Tech
Health Exchanges
State Government
Local Agencies
Health Communications
Patient Community
THE HEALTH ECOSYSTEM
![Page 19: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/19.jpg)
THE HEALTH ECOSYSTEM
Masseuse
PCP
Support Network: Friends & Family
Pharmacist
Lawyer
Chiropractor
Health Coach
CSR
CSR
CSR
HR
Cardiologist
Nurse
Therapist
Weight Watchers
Gym
Lobbyists
Social Worker
Politicians
Lobbyists
Patient Advocate Translator
Financial Entities
Transportation Service
Heart Health Start Up
Hospital Network
Hospital
Cardiology
Lab
Pharmacy
Pharma
PBM Insurance Company
Insurer for Hospital
Federal Government
HHS
FDA
CDC
Legislature
Executive Branch
Employer
Condition Management Companies
Information: Google, Web MD, YouTube, iTunes
Condition Management Start Up
Walk in Clinic
Organizations & Non-Profits
Health Tech
Health Exchanges
State Government
Local Agencies
Health Communications
Patient Community
WE CAN GATHER TOGETHER AROUND SHARED OBJECTIVES & DESIGN AN ECOSYSTEM OF CARE.
![Page 20: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/20.jpg)
What Motivates?CDC Designs forMedication Adherence
![Page 21: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/21.jpg)
SHARED VALUES + SHARED ACTION = SHARED PROFIT Cindy Gallop
(FINANCIAL & SOCIAL)
![Page 22: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/22.jpg)
EXPERIENCE ECONOMY
IT IS AN
![Page 23: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/23.jpg)
WHEN SOCIETY WINS, THE BUSINESS WINS.
![Page 24: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/24.jpg)
PURPOSE BEYOND PROFIT?
WHAT IS YOUR
![Page 25: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/25.jpg)
“As organizations operationalize their purpose, we will see Corporate Social Responsibility & Customer Experience disciplines converge. ”
Little Ole’ Me
![Page 26: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/26.jpg)
THE DESIGNER’S HIPPOCRATIC OATH
@DesignersOath
![Page 27: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/27.jpg)
INTEGRATING EMPATHY INTO YOUR ORGANIZATION
METHODS FOR
![Page 28: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/28.jpg)
BECOME STUDENTS OF THE PROBLEM, INCLUSIVE IN OUR APPROACH.
![Page 29: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/29.jpg)
in ethnographic studies so they can experience customers first hand and feel empathy for them. A research report alone won’t do it.
IMMERSE KEY STAKEHOLDERS
![Page 30: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/30.jpg)
"You have to have a good theory. Every time we take an action it is predicated upon a theory. It is in understanding the people we serve in the present that we construct a theory about the future.”
Clayton Christenson
CONSTRUCT A THEORY
![Page 31: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/31.jpg)
Where to FOCUS,
where we are DOING WELL,
& where we need to IMPROVE.
EMOTION WILL SHOW US
![Page 32: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/32.jpg)
Sara Wachter-Boetcher “Everybody Hurts: Content for Kindness”
…if we’re able to consider users at their worst, and if we’re able to make experiences feel good for people at their most vulnerable, most difficult moments, then we can make them work for everybody."
DESIGN FOR PEOPLE AT THEIR WORST
![Page 33: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/33.jpg)
Walk in the customer’s shoes.
![Page 34: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/34.jpg)
EXAMINE THE INTERPLAY OF EMOTION WITH THE JOURNEY
![Page 35: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/35.jpg)
Evidence-basedmaternity decision making for PregnantMe
![Page 36: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/36.jpg)
CUSTOMER NEEDS
FORMULATE AHIERARCHY OF
Trustworthy
Easy
Kind
Meaningful
Very Cool Delightful
Relatable
Functional
![Page 37: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/37.jpg)
CVS
Helping a Hospital Empower the Newly Diagnosed
![Page 38: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/38.jpg)
STRATEGIC PARTNERS
PEOPLE
FAMILY & FRIENDS
SOCIAL MEDIA COMMENTATERS
WELLNESS SALESPERSON
STATE/FED LEGISLATION
STATE/FED REGULATORS
HR BENEFITS ADMIN
CONTENT CREATOR
INTERNAL SALES DTF/DSPOC
COMPANY CONTACT
UCCIIT
OFFICE ASSISTANT
3RD PARTY VENDOR
OTHER PATIENTS
GOVN’T ADMIN
BLOGGERS RECEPTION BROKER
HYGIENIST
DENTIST STATES VS. OVERSEAS
CONFERENCES
AT WORK
AT HOME
BENEFITSFAIR
MILITARY EVENTS
PROVIDER OFFICE
EXAM ROOM
WAITING ROOM
PARKING LOTS
COMMUNITY OUTREACH
TRAVELING
ONLINE
IN CAR
REMOTE VS. POPULATED AREA
CO-WORKERS
DEPENDENTS REPORTERS
RECOVERY
KIDS BEGIN DENTAL CARE
USE MYDENTAL BENEFITS
UNDERWRITING
ONBOARDING
CHANGE PLAN
CHOOSE DENTAL
TREATMENT
EMERGENCY PROTOCOL
BENEFITS SELECTION
ACCOUNT INSTALLATION
MEMBER REGISTRATION
MAKE AN APPOINTMENT
SUBMIT A CLAIM
INQUIRY
REFERRALMAKE A PAYMENT
HOME CARE & MAINTENANCE
ONLINE REGISTRATION
CAN CREATION
ACTIVE DUTY ACTIVATION
TRAVEL TO DENTIST
COST-ESTIMATOR
AUTHORIZATION APPROVAL
LODINJURY
STRATEGIC PARTNERS
INFO STORE
AUTHORIZATION SUBMISSION
LOD APPROVAL
MILITARY INSTALLATION
GRIEVANCES
SUBMIT AN APPEAL
AUDITS
GO TO DENTIST
FIND A DENTIST MOVING
PLAN/PRODUCTS
OPINIONLAB
NEWSCOVERAGE
COMPUTER
BILLS
COVERED SERVICES TABLET
EMPLOYER WEBSITES
PROVIDER AMENITIES
BENEFITSGRID
MY DENTAL BENEFITS
WEBSITES
MONEYPHONE
LETTERS (WEB APP)
MARKETING MATERIALS
CHOMPER CHUMS
PREDETERMINATION
GOOGLEMAPS
ID CARD
MEMBERAPP
SOCIALMEDIA
MOBILE APPS UCD WEBSITE
ENVIRONMENTS PROCESSES
DENTAL SUPPLY REP
PEOPLE
ORAL SURGEON
OTHER DENTISTS
PHARMACY
LAB
INSURANCE COMPANY
FAMILY
OFFICE MANAGER
HYGIENISTS
SPECIALISTS
RECORD KEEPING
TRAFFIC
PARKINGLOT
ADMINSPACE
OPERATING ROOM
LOCATION
WAITING ROOM
OFFICE ASSISTANT
RECEPTIONIST PATIENTS
SENDING EMAILS
FILINGCLAIMS
SCHEDULINGAPPOINTMENTS
FACILITY MAINTENANCE
GREETING PATIENTS
CREDENTIAL-ING
OBTAINING LICENSING REQ
CLEANING TEETH
BILLING PATIENTS
CONDUCTING PROCEDURES
BEING ON-CALL FOR HOURS
CONDUCTING EXAMS
PHONECALLS
ORDERSUPPLIES MARKETING
FAX
WEBSITE
MY PATIENT BENEFITS EMAIL
PRACTICE MANAGEMENT
SOFTWARE
DENTAL EQUIP-MENT/TOOLS
PHONE
COMPUTERS NETWORK
ENVIRONMENTS PROCESSES ARTIFACTS
BANKING
PEOPLE
PARTNER ENROLLMENT DEPARTMENT
PARTNER SALES REP
TPAS
OTHER EMPLOYEES
DENTAL ELECTRONIC
SERVICES
IT SUPPORT
OTHER CARRIERS
PARTNER ACCOUNT
INSTALLATION
TRADEEVENTS
PAPER
HEALTH & BENEFITS FAIRS
OPEN ENROLLMENT
BROKER OFFICE
PRIVATE EXCHANGE
MOBILE
PUBLIC EXCHANGE
ACCOUNT INSTALLATION
MEMBERSHIP AND BILLING
PEGA SYSTEM ANALYST
OPEN ENROLLMENT
ENROLLMENT PROCESS
PERFORMANCE GUARENTEE
RESEARCH ON AN EXCHANGE
REVIEW CLAIMS EXP.
BILLING PROCESS
MEMBER COMPLAINTS
BROWSE ON THE WEBSITE
REVIEW OF LAWS
BILLPAYMENT
REVIEW NETWORK
SUFFICIENCY
DETERMINE FUNDING
NEED FOR INSURANCE
ONBOARDING EMPLOYEES
REVIEW OF COMPETITORS
FINALIST PRESENTATION
DETERMINE BENEFIT
BUDGETS
REQUEST A QUOTE
GEMUS
ERROR REPORTING
PREMIUMFILES CERTIFICATIONS
E-DELIVERY (ENROLLMENT)
SHARPOINT (MAINT. FORMS)
POLICY DOCUMENT
AGL (INSTALLA-TION & MAINT.)
DEMO-GRAPHICS CARD
SALES BROCHURES
GPA (POLICY) COBE (INSTALLATION TOOL)
GEO-REPORT
PRIVATE EXCHANGE
ELECTRONIC FORMS
ADMIN KITS GLI E-QUOTE
ACCOUNT MANAGEMENT
PORTAL
E-BILL
INVOICES
ELECTRONIC COMMUNICATION
PAPER ENROLLMENT
ENVIRONMENTS PROCESSES ARTIFACTS
DENTAL SUPPLY REP
PEOPLE
ORAL SURGEON
OTHER DENTISTS
PHARMACY
LAB
INSURANCE COMPANY
FAMILY
OFFICE MANAGER
HYGIENISTS
SPECIALISTS
RECORD KEEPING
TRAFFIC
PARKINGLOT
ADMINSPACE
OPERATING ROOM
LOCATION
WAITING ROOM
OFFICE ASSISTANT
RECEPTIONIST PATIENTS
SENDING EMAILS
FILINGCLAIMS
SCHEDULINGAPPOINTMENTS
FACILITY MAINTENANCE
GREETING PATIENTS
CREDENTIAL-ING
OBTAINING LICENSING REQ
CLEANING TEETH
BILLING PATIENTS
CONDUCTING PROCEDURES
BEING ON-CALL FOR HOURS
CONDUCTING EXAMS
PHONECALLS
ORDERSUPPLIES MARKETING
FAX
WEBSITE
MY PATIENT BENEFITS EMAIL
PRACTICE MANAGMENT
SOFTWARE
DENTAL EQUIP-MENT/TOOLS
PHONE
COMPUTERS NETWORK
ENVIRONMENTS PROCESSES ARTIFACTS
ECOSYSTEMS
MEMBER
PROVIDER
EMPLOYER
BROKER
Audit every touch point in the ecosystem against hierarchy of needs.
![Page 39: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/39.jpg)
is a byproduct of how we are organized internally to deliver it.
THE EXPERIENCE
![Page 40: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/40.jpg)
TRAIN YOUR ORGANIZATION IN EMPATHY & HUMAN CENTERED DESIGN
![Page 41: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/41.jpg)
HBR: Belinda Parmar
"Empathy can be measured, and your business’s empathy quotient can be assessed, allowing CEOs to pinpoint their companies’ strengths and weaknesses, and see how they rank alongside their competitors."
EVALUATE AND MEASURE
![Page 42: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/42.jpg)
EMPATHY WILL INSPIRE OUR DIRECTION,
FUEL BUSINESS INNOVATION, &
DELIVER POSITIVE HUMAN IMPACT.
![Page 43: Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center for Connected Health Symposium - Boston](https://reader030.vdocuments.mx/reader030/viewer/2022012813/587f11901a28abc26f8b7119/html5/thumbnails/43.jpg)
THANK YOU.
@ Amy Cueva
@ MadPow - Founder & Chief Experience Officer
@ HxRefactored - Chair of Design Track – April 5-6, 2016