I am currently Senior Director of Patient Experience and Director of
the Center for
Patient Experience Innovation
at Akron Children's
Hospital, one of the top 10 largest children's hospital in the
United States. I also oversee the hospital's efforts in telehealth
and telemedicine and serve as Director of the Center for Telehealth
Service Design. In these roles I am applying the principles of
human-centered design directly within a health care institution to
innovate in patient and family experience, service delivery over a
distance, and the use of digital media in health care.
I am also a Visiting Associate Professor of Engineering at New York University Abu Dhabi where I lead an intensive learning experience in design and innovation for first-year university students.
I am also a member of the editorial board of the Patient Experience Journal, published by The Beryl Institute.
I earned my PhD from the Massachusetts Institute of Technology (MIT) and have over 10 years of experience inside the MIT Media Laboratory, first as a student and later as one of the founding research directors at Media Lab Europe, its former sister lab in Ireland. There, I led a design-oriented research group (Human Connectedness) that was the birthplace of several award-winning product concepts pertaining to the future of human relationships as mediated by technology.
I later became the founding chief executive and research director of Distance Lab, a research initiative in Scotland that created technology and design innovations to address challenges in rural and remote areas of the world, particularly focused on health care but also learning, relationships and cultural heritage. In 2010, this lab became part of the Institute of Design Innovation at the Glasgow School of Art.