In years’ past, “healthcare” really involved going to your doctor’s office or hospital to receive care. In today’s world, it means an entirely different and diverse thing. We have access to care via our phones or tablets, urgent care or walk-in clinics, and even with diagnostic technology like continuous diabetes monitoring. While some of these advances foster convenience, it can also create a very disparate experience for healthcare consumers. Or, as Kelly Jo Golson, Chief Brand and Consumer Experience Officer at Advocate Aurora Health coins it, “discombobulated.” Golson’s goal, along with Jamey Shiels, VP of Consumer Experience at Advocate Aurora Health, ...