Mark is an award-winning service designer and senior thought leader who is the VP of Design for UnitedHealthcare leading the HCD Studios in Chicago and Minneapolis. His extensive design background and broad experience in qualitative and quantitative research methodologies allow him to uncover user issues, convert them into actionable design strategy, and create memorable service experiences that not only serve customers’ needs, but inspire true, long-term loyalty. Prior to joining UHC, Mark was Managing Director of IDEO Chicago where he worked on projects that include reinventing retail banking for State Farm, designing a new service strategy for Walgreens, and developing a healthcare toolkit called Gutcheck that helps patients achieve better cancer-screening outcomes.
Prior to joining IDEO in 2000, Mark was a researcher at Accenture, where he used user-centered design methods to develop innovative solutions in the areas of smart environments, wireless services. and collaborative tools. Mark’s design philosophy is based on the principle that the introduction of new products and services can fundamentally change how people live their lives. Mark’s leadership focuses on anticipating the nature of those changes and exploring how they influence the design approach of next-generation products and services. Mark frequently lectures about innovation in services and teaches Service Design at the Institute of Design at IIT.
Mark has a BA in Fine Arts from Amherst College, an AAS in Fashion Design from the Fashion Institute of Technology, and a Master of Design from the Institute of Design at the Illinois Institute of Technology.