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In 2018, Kaiser Permanente engaged IBM to help envision a roadmap for the future state of their online experience. They had recently experienced a digital outage resulting in an online ‘freeze’. It was crucial that systems and redundancies be put into place that would assure an outage of this nature would never happen again.

With this in mind, I was asked to lead a series of IBM Enterprise Design Thinking workshops. Key stakeholders, in many areas of expertise, were invited to define personas, explore solutions that solve user pain points, as well as find opportunities to create new transformative opportunities for both Kaiser Permanente and their patients.