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 CX — here is what we’ve learned along the way.
IMPACT
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 Leadership Consultant; Prosci®-certified change leader
Led large-scale transformation in a top health system
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
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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
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How to 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, readiness for change, and key drivers of behavior
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How to 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.
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 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 bringing leaders together, mapping the customer journey to understand real experiences, assessing readiness, and creating clear communication and engagement plans to support improvements in 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.