Innovation – going from zero to one (Indianapolis)
Natalie Schneider is the Vice President of Consumer Experience for one of the nation’s largest health insurance companies. She’s applied design thinking to solving a perennial favorite problem — fixing healthcare. Along the way, Natalie stumbled upon an insight – we can use design thinking in our own lives to overcome the knowing-doing gap. That insidious habit of using talking, meeting and excessive planning as a substitute for action. Through experiments and ‘learning while doing’, she shares how we can get off the starting block and cross the threshold from knowing to doing; and from an idea to a product.
As Anthem’s Vice President of Consumer Experience, Natalie leads a team of passionate design thinkers located around the country who are driving one of the largest B2C healthcare transformations in the nation’s history. Applying her service design orientation, Duke Fuqua MBA rigor and McKinsey & Company business acumen to a single goal: revolutionizing the way consumers experience healthcare.
She is a frequent speaker on the topic of design and consumer experience in healthcare and has addressed diverse audiences of 6,000 to corporate boards. You has spoken at audiences at Forrester, Merck, Google/MedTech, Samsung, Duke, the Blue Cross Blue Shield Association, the National Business Group on Health, American’s Health Insurance Plans and other health companies, physician groups and government councils.
She has authored numerous articles on the topic of design thinking in healthcare. Her work has been cited in publications including the Wall Street Journal, and she is often featured on healthcare and consumer experience podcasts and media outlets including C-SPAN.
Throughout her 20 year career, she has designed and implemented award-winning customer experiences that have dramatically improved both customer retention and the bottom line. Ultimately, she designs experiences and services through the eyes of consumers, patients and physicians while creating financial value.
Natalie is also a frequent guest lecturer at Kelley School of Business and Rutgers University and serves on the Board of the Consumer Experience Professionals Association and Kelley School of Business. She holds several consumer experience awards including Consumer Experience Expert (2016), Top 10 Consumer Experience Innovator award (2016), and winner of the Consumer Experience Impact Award (2016), which recognizes individuals around the world who exemplify excellent customer experience.