Lisa is a product strategy and design leader. She works with organizations in healthcare and life sciences to discover, develop, and operationalize innovative ways to improve the patient and clinical experience amidst increasing regulatory demands, consumer expectations, and technological complexity.
After more than two decades creating award-winning products and commercial successes for businesses within and beyond healthcare, Lisa founded Forge Harmonic, LLC, a customer insights and strategy firm that’s on a mission to humanize the digital transformation in healthcare by shaping breakthrough solutions that put people at the center. Previously, she was VP of Design at Confer Health, a health tech startup building at-home clinical diagnostics and, prior to that, she was Head of Product Design at Imprivata, a leading healthcare IT security company.
She co-authored the book Designing for Emerging Technologies: UX for Genomics, Robotics, and the Internet of Things and is formerly an adjunct professor in the Digital Media Master’s Degree Program at Northeastern University. She holds a MS degree in Human Factors in Information Design from Bentley University and a BS degree from Rochester Institute of Technology.
UX Camp Spring 2022
Good Intentions and Bad Actors
As designers, we are able to leverage our understanding of the human condition and systems to transform technology into offerings that make millions of dollars for companies, while remaining idealistic about our goals of making people’s lives better or “changing the world.” But our process doesn’t make room to consider what things might just go sideways. I think this borders on negligence. We have a responsibility to ourselves, our profession, our customers, our colleagues, and the businesses who employ us to forecast the impact of our work at scale and work to mitigate risks. Let’s talk about how to integrate appropriate tools and the processes to do so properly.
Leadership By Design 2021
Designing for Death: A Framework for Creating the Final Experience of Your Customer’s Journey
What happens to your customer’s digital assets when they pass away? Do you have a way for next of kin to notify you? Policies in place for verification? Processes to handle archival and/or transfer of control? Employees who are trained on what to do and how to do it well?
In this brief talk, I will explain why it’s of great importance to design this part of the customer experience well and the risks involved when you don’t, and share a 4 part framework that will help you put the right things in place to protect the business and your customers.