Aligning Experience to Drive Scalable, Sustainable Change

In today’s complex healthcare landscape, turning insights into meaningful action is critical. This webinar explores how experience alignment tools like journey maps, service blueprints, and prioritization frameworks can uncover hidden risks, align diverse stakeholders, and spark lasting transformation.

Attendees will learn how these tools connect clinical, operational, and digital touchpoints, creating a clear, shared understanding of current and future states. Through real-world examples, you will see how structured approaches can drive scalable, sustainable improvements. We’ll explore the value of systems thinking, the role of “neutral zone” leadership, and how to activate action-oriented clinicians. You’ll also gain strategies to build internal capabilities, promote self-service opportunities, and embed experience alignment as an iterative, value-generating practice. Whether you’re a process improvement leader, digital strategist, or healthcare executive, you’ll gain practical strategies to accelerate enterprise-wide change.

Speakers
-Erika Smith, PharmD, FACHE, FASHP | Executive Director, Transformation & Integration Office, Froedtert ThedaCare Health
-Anna Schwinn | Healthcare Service Designer, Access & Experience, Tegria
-Kristal Wittmann, DHSc, CPXP | Director, Access & Experience, Tegria

Learning Objectives
-Describe how experience alignment tools can be used to visualize service complexity and identify gaps.
-Discuss how these tools support stakeholder alignment and scalable, sustainable change
-Explain the role of transformation support and systems thinking in accelerating healthcare improvement.

Download presentation slides.

*PX Marketplace webinars are complimentary.

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