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In her role as the VP of Product and Design for Collective Health, Susan is committed to smoothing a patient’s interaction with the healthcare system. From her point of view, creating a “minimal awesome experience” for patients can be as simple as improving user experience and interface. By making health insurance interactions painless, patients usually have a much better impression of their overall healthcare journey.
Dybbs explained that the customer – or patient – journey is not just about external stakeholders but also the internal users. For her, a computer, smartphone, and associated apps are just tools we use to conduct business or manage our tasks. So it makes sense that as our familiarity grows so do our expectations and demands of those tools.
Dybbs is encouraged by the recent embrace of many technologies and innovations that have transformed other industries. She says employers in particular are helping drive this by adopting modern software tools, leveraging modern analytics capabilities, and deploying alternative digital health solutions ranging from new clinical models to telehealth.
After completing an immersive training at Havard’s Graduate School of Design, Dybbs became obsessed with influencing people’s experience. She loved the mix of right and left brained thinking and was fascinated with how architecture allowed her to influence the way in which people navigate through space.
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