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Health Care Design Conference - 2013 Boston


About Me

Daniel Brousseau is veteran strategist and consultant based out of San Francisco. In 2010 he co-founded Emperia, whose mission is to help organizations transform themselves around the customer experience.

Daniel launched his career at a think tank called SRI International (formerly the Stanford Research Institute) as a member of the Technology and Innovation Management practice. Over 10 years with SRI Daniel led research on innovation best practices and worked with Fortune 100 companies worldwide to bring innovations to market based on methods the practice pioneered for rapidly commercializing technology, aligning innovation and business strategy using scenarios, and bringing customer insights into the innovation process.

After SRI Daniel led client engagements and consulting practices at boutique strategy consulting firms and as an independent consultant. Since 2002 He has focused on researching best practice in customer experience management and helping business leaders across industries with customer experience strategy and operational transformation around the customer experience.

Daniel has been a speaker and workshop facilitator on topics of customer experience, innovation and strategy in company and public forums.

Whenever possible, Daniel tries to clear his head by biking, sailboat racing and hiking with his wife and 10 year old son.

Q&A with Dan

HxD asked speakers to tell us what inspires and drives them in healthcare and design. Check out our Q&A with Dan Brousseau!

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  • Q1: What is your burning mission in health?

    To empower people at healthcare organizations to make the patient (and non-patient) experience the primary driver of innovation and change.

  • Q2: What is something you want everyone to see?

    A picture of a hospital imploding.

  • Q3: Why it inspires you?

    It represents the massive and disruptive change happening in healthcare. When organizations are faced with this, widespread innovation and change happens. Ultimately a few winners emerge and show the way by focusing on customers.

  • Q4: What is your patient story?

    My good friend Rob, age 54, recently died from lung cancer. He never smoked a day in his life and he was a very active sailor, hiker and writer. His doctors told him he had 6 months to a year of life to live. He made it 3 years, mostly in a quality health state, checking off almost everything on his bucket list. At one point it looked like he’d actually beat cancer. He could not have done that without his girlfriend who he then married (checking off the 1st item on the list). She was his advocate, health system navigator, researcher, driver, scheduler, compliance reminder and more. It opened my eyes to how intensely personal healthcare is, and really how much help we all need to utilize what amounts to a highly uncoordinated universe of healthcare resources. It also revealed to me how truly different healthcare experiences are from all other types of customer experiences we encounter daily.

  • Q5: Why HxD?

    Plenty of work to improve the patient experience is underway in the healthcare industry. It’s a top priority for 90% of hospitals. But step-function or disruptive innovation in any domain is most often spurred by cross-discipline interaction. I see HxD as one forum making that happen in a very positive way.

  • Q6: Why come to your session?

    This approach to experience analysis and the case I will present of personalized health navigation (which applies across channels) as an enabler of better healthcare experience is still emerging. It’s something hospital leaders can move into and make change happen relatively quickly, and for designers, engineers, org development people and others to use as one platform for driving innovation and change.

Dan at the Conference

CONFERENCE | Monday, March 25

Health Navigation

Dan’s talk will describe how service at hospitals can help transform the overall experience. He will describe of how a large unit within a major teaching hospital that he worked with is innovating the concept of service and support through ‘health navigation’ to engage patients and families at a deeper level and bring new value to their healthcare experiences. He will provide strategic context for customer experience at hospitals and show how a technique called Experience Value Mapping can be used to examine and redefine the customer experience from the outside-in.

"Last year's HxD conference was so amazingly inspiring, and has definitely caused me to strive harder and become more passionate about improving our healthcare system." - 2012 HxD Attendee

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Watch the 2012 HXD Conference Recap