About
A thought-leader in the Health Services practice at IDEO Chicago, Mark is committed to designing memorable services that humanize the health-care experience. Recognizing that positive patient outcomes can and should be combined with positive service experiences, Mark has worked closely with such industry giants as the American Red Cross, Blue Cross/Shield, and Geisinger to create innovative offerings that extend the continuity of care and address the unmet needs of everyone from patients and doctors to insurers and pharmaceutical companies. He is especially interested in bridging the physical-digital divide by integrating new ideas and technology — electronic medical records, the Medical Home care model, and convenient self-care services — into current practices.
Before joining our Health Services practice, Mark designed award-winning retail-banking and food-service experiences for Bank of America (“Keep the Change”), PNC (“Virtual Wallet”), and McDonald’s, among other major IDEO clients. Trained as a human factors researcher, Mark has 15 years of experience in qualitative and quantitative research methodologies. His career began at Accenture, where he used human-centered design thinking to develop innovative solutions in the areas of smart environments, wireless services, and collaborative tools.
Mark holds a master’s degree in design from the Institute of Design at the Illinois Institute of Technology, a bachelor’s in fine arts from Amherst College, and an associate’s degree in Fashion Design from the Fashion Institute of Technology. When he’s not renovating his century-old farmhouse in Michigan, he frequently lectures about service innovation and teaches service design at the Institute of Design at IIT and Northwestern University.