Scott Johnsen is the head of design at Alto Pharmacy, a modern pharmacy that delivers to patient's homes or offices in the areas they service.

From August 2017 to to April 2019, Johnsen worked at UserTesting, first as a design manager for brand and design systems and new products, later as the head of design.

Prior to beginning his work as a designer, Johnsen worked as a firefighter with San Luis Obispo County Fire Department for nearly 10 years. As a firefighter, he experienced the worst days of people's lives time and again. These experiences gave Johnsen a heightened sense of empathy.

His teams make a conscious effort to not let empathy become a buzzword, to use it as a driving force in understanding their users and their problems. When an understanding of users and their problems is paired with generative thinking, value is given to the customer, the true impetus of design.

Customer Experience, User Experience Creativity, Design, Designers, Leadership, Technology,