How Emotion Transforms Experience
Monday, October 22, 4:15-5:00 PM
by Ryan Armbruster
The healthcare experience is a physical and emotional journey. The experience deals with human well-being, and is literally often a matter of life or death. Yet, even in the most remarkably emotional industry, many organizations develop and implement services that remove consideration of human emotions. Why? Incorporating human needs and emotions can add significant complexity to any effort, and traditional business/quality methods don’t offer a reliable or effective way to incorporate the consideration of these elements. In this session you will learn how Mayo Clinic, the world’s largest and most specialized integrated clinical practice, continues to advance its ability to incorporate and address the complexity of human emotions in every element of its experience design.
About Ryan Armbruster
As a Director for Mayo Clinic’s SPARC Innovation Program, Ryan Armbruster leads a multi-disciplinary team in their daily quest to change the way healthcare is delivered. An early champion of a more patient centered approach to healthcare service innovation, Ryan spends his time building relationships, both internally and externally, that allow SPARC’s visionary concepts to take root and grow. His commitment to design thinking and design methodologies combined with his position in a large healthcare organization provide him a unique viewpoint on the challenges of innovating in today’s corporate and cultural climates.
Ryan brings with him a rich history in consulting, product development and healthcare. Following his experience as a management consultant with Deloitte Consulting, he started a custom golf club company, Meridian Golf, before joining Mayo Clinic. He holds a Masters in Healthcare Administration with an emphasis in New Product Design and Business Development from the Carlson School of Management at the University of Minnesota.
Ryan frequently delivers presentations and facilitates sessions on service design. Recent forums have included Fortune 100 organizations, prominent academic institutions and leading design summits, both nationally and internationally. Mayo Clinic’s SPARC Program has also been featured in FastCompany, BusinessWeek and other national press.