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Designing change starts with

people

Meaningful change succeeds when insight, design, and change strategy work together.

Reduce risk, spend less, and move forward with confidence. We’ve helped healthcare organizations elevate their customer experience — here is what we’ve learned along the way.

IMPACT

Develop strategy that sticks - build for adoption from day one.

EMPATHY

Activate customer insight - turn understanding
into action.

ALIGNMENT

Mobilize people
to move forward - build buy-in and readiness for change.

Meet the mentors

Over the past 25 years Gwen and Paul have partnered with healthcare organizations to develop, deliver and implement innovative customer centric products and services.

Gwen Conner, MBA, MS

Adaptive Change Consultant;
Prosci®-certified practitioner  

Led large-scale transformation for a major U.S. healthcare organization

Paul Backett, Evolve CoFounder

Customer Insight, Innovation Strategy & Human‑Centered Design Consultant

Deep experience across Health, Tech, Sports and Lifestyle industries

To introduce and embed a customer centric mindset we offer a hands-on workshop series that introduces teams to human-centered design enhanced with change readiness and leadership alignment - ensuring that insights don’t just inspire ideas, but translate into solutions that stick.

Customer-Centric Design for Lasting Change

Scalable Workshop Series

    • Framing and building a hypothesis of target customers, their current experience and key needs

    • Incorporating organizational context, stakeholder perspectives, and success measures

    • Alignment, feasibility, and readiness for change as we prepare for research

    • Plan and structure qualitative (and quantitative) research, including practical tools for building discussion guides and creating compelling research activities

    • Ensuring research uncovers not just customer needs, but also barriers to adoption for stakeholders, readiness for change, and key drivers of behavior

    • Synthesize research, identify opportunities, and kickstart collaborative ideation

    • Turning insights into prioritized, actionable solutions with a clear path to execution and change

    • Learn how to use AI tools to ideate against the insights they uncovered in the field.

  • “Evolve's designers have brought a new way of thinking about how to solve health care problems to Providence. Evolve challenged us to embrace our customer and understand their problems in a much deeper way.”

    Former Chief Strategy Officer - Providence

  • "Gwen possesses a unique ability to guide individuals and teams through complex transformative change with clarity and purpose. Her dedication to helping people navigate and embrace new challenges is truly inspiring."

    Healthcare Consultant/ Executive Coach

  • "You all did such an amazing job working with us through the entire process and presenting (learnings) in a simplified and meaningful way. We are all jazzed and looking forward to our next steps together!"

    Director, Member Experience & Innovation - Ambetter

  • "Leveraging Gwen’s leadership, we delivered better care and a better experience to our patients at a lower cost. We were so successful that this initiative won the President’s Award, an internal designation of excellence.”

    VP Clinical Institutes - Providence

  • “Evolve was an integral part of our EOB redesign project. They helped us better understand our customer and ideate in new ways to deliver a wow experience for our members.”

    VP, Sales & Account Services - Providence Health Plan

  • “Gwen’s ability to translate & communicate across all levels - technical, operations, executive - was key to our successful scale. I've appreciated her outstanding collaboration skills & bringing to life ambitious possibilities for how our products can change people's lives.”

    Founder - Digital Health Company

What you’ll learn…

  • A shared understanding of customer realities to drive decisions

  • Practical tools for recognizing how people respond to change

  • Methods to uncover meaningful insights

  • How to translate research into opportunities that matter

  • How to move from insight to action

  • Building stronger “change management muscle”

  • A repeatable, human-centered approach

Highlights in healthcare.

A platform for wellness.

In partnership with one of the largest health insurance providers in the US, Evolve helped to elevate their loyalty and rewards program into an on-the-go, on demand modern digital platform. Evolve crafted a member-centered vision that encourages year-round engagement to build and sustain healthy habits.

Supporting behavioral health redesign.

In partnership with a leading state health organization, Gwen helped lead the design and facilitation of a new behavioral health care model. This included mapping real customer experiences, evaluating readiness with leaders and frontline teams, and building communication and engagement plans to improve how care is delivered and funded.

Member-first care management.

Evolve helped the Care Management team at a national health plan to define and design a new customer experience for members managing chronic conditions. From service guidelines to employee support systems, our holistic vision was integrated into their roadmap and informs the organization’s current approach to care management.

What you can expect.

Fast paced and informative, this scalable workshop series will provide foundations for embedding and activating customer centric thinking in your team’s day-to-day work.

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