Chief Experience Officer
Why I’m Here
This is my life’s work—my passion.
An emergent family health care event ignited my passion for creating a new kind of health care Experience—changing my life and the trajectory of my life’s work forever. For nearly 20 years I have poured my heart and energy into transforming every aspect of the health care Experience for team members, providers, patients, and guests—designing meaningful and memorable Experiences to positively impact life stories and lifelong memories.
Through The Experience Lab, we can be the architects of a brighter future for health care. It’s time to shine a light on all that is good, inspire people to think big, create deeper human connection, and push beyond our current boundaries to create new possibilities. Together we can heal health care from the inside out.
Where She’s Been
A leader. A tireless champion. A human-connector. Sonia is both a student and an architect of large-scale transformational change. For more than 20 years she has been instrumental in leading and integrating positive change in health care systems, orchestrating shifts to the Experience mindset. Sonia excels in pushing boundaries, spreading ideas, sparking action, and bringing entire organizations together for inspiration, education, and celebration. Her infectious joy and passion for her work create an environment where “what if” transforms into “why not?”
A true Experience visionary, Sonia was the first in the nation to serve as a health care executive responsible for Experience transformation. Imagining new possibilities for Sharp HealthCare, she incorporated Experience Design principles across its 30+ locations and 15,000+ team members, garnering unprecedented organizational results, including Sharp’s recognition as a Malcolm Baldrige National Quality Award recipient—the nation’s highest presidential honor for organization excellence. Prior to joining The Advisory Board Company, Sonia ran her own Experience Design firm guiding large, complex health care systems through the design and staging of their Experience strategy.
Sonia is the co-author of The Complete* Guide to Transforming the Patient Experience (HCPro, 2009) and an acclaimed national speaker. She is an Emmy award-winning producer of the television documentary series Stories of The Sharp Experience. In addition to her Experience Design work, Sonia serves on various non-profit health care and education boards and is a member of TED (Technology, Entertainment, Design). In 2002, Sonia was one of the first to be nationally recognized for her individual achievement in the emerging Experience Economy, receiving the Experience Management Achievement (EMA) award.