In this episode, I sit down with Luke Sommer, a student at Brigham Young University with a passion for healthcare leadership and experience design. I met Luke at a healthcare leadership seminar, and his insights on problem-solving and patient experience immediately stood out. I knew I had to get him on the podcast.

Luke introduces the concept of experience design, a structured approach to solving people-centered problems creatively. He breaks down the five-step design thinking process—empathize, define, ideate, prototype, and test—and explains how healthcare leaders can use this framework to improve patient and staff experiences.

We dive into a real-world example: a nurse leader facing declining patient satisfaction scores. Luke walks us through how to start by gathering real data through empathy, defining the actual problem (not just surface symptoms), and brainstorming creative solutions. He stresses the importance of psychological safety in ideation—allowing every idea to be heard without immediate judgment—and explains how to manage egos while refining and implementing solutions.

Luke also highlights the role of AI in identifying patterns within data, the value of prototyping small-scale changes before full implementation, and why leaders must embrace iteration rather than expect a one-time fix. Throughout our conversation, he reminds us that effective leadership starts with empathy and a willingness to listen—whether to patients, staff, or colleagues.

If you’re a healthcare executive, nurse leader, or anyone working to improve the healthcare experience, Luke’s insights offer practical strategies you can apply today. The future of healthcare leadership is in great hands with voices like his. Tune in to learn how experience design can transform your approach to problem-solving and innovation.

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