Description:

World-class experiences don’t happen by accident — they are designed with intentionality and discipline. Drawing on lessons from his time at the Disney Institute and years in healthcare consulting, Paul Grossman shows leaders how to translate Disney’s proven experience design principles into healthcare settings. This session delivers practical strategies to hardwire human-centered care at every level — from culture to operations — for outcomes that last.

 

Learning Objectives:

• Understand how experience design principles translate to healthcare environments.

• Identify key touchpoints where small shifts can create lasting human impact.

• Apply practical tools to elevate patient and staff experiences through intentional design.

 

Target Audience:

• Healthcare executives

• Patient Experience leaders

• Service line and operations leaders

• Culture transformation teams