Ben and Jay welcome Steve Koch, co-founder and Senior Vice President at customer experience consultancy Cast & Hue.  Steve talks about his career transition from marketing and advertising to human-centered design, and the critical connection of customer experience to brand.  He discusses how to overcome barriers to employing human-centered design to enhance the healthcare experience and how Jobs To Be Done enhances design work at Cast & Hue.  In addition, Steve offers helpful advice for conducting virtual design work, and a preview of upcoming Cast & Hue research on telemedicine customer experience during COVID-19.Cast & Hue Research Report - Rebuilding Patient Volume in a Time of Fear & UncertaintyMckinsey & Company - The Business Value of DesignOn Twitter:Steve KochCast & HueBen TingeyJay GerhartA Sherpa's Guide to Innovation- A Sherpa's Guide to Innovation is a proud member of the Health Podcast Network @HealthPodNet - Support the show

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