Welcome to the Cast & Hue blog, where we discuss current news and insights surrounding customer experience, and how to create digital and in-person experiences by looking through the lens of the people you serve. 


Each Friday, we send out a handful of articles from the past week, related to healthcare and design, as well as an in-depth look at a current trend affecting healthcare right now. How Design Thinking Turned One Hospital into a Bright and Comforting Place Design thinking can be a powerful tool in any organization's toolbelt. Going beyond simple ideation or brainstorming, the ...

Each Friday, we send out a handful of articles from the past week, related to healthcare and design, as well as an in-depth look at a current trend affecting healthcare right now. Design through the lens of uncertainty With the election at an end, we as a healthcare industry need to stop looking at what could have been, and instead focus on what lies ahead. No matter one’s ...

Each Friday, we send out a handful of articles from the past week, related to healthcare and design, as well as an in-depth look at a current trend affecting healthcare right now. How social media can impact HCAHPS Digital marketing and medicare reimbursement are not often thought of as complementing functions of a business, but as we learned in our latest podcast, they may ...

Each Friday, we send out a handful of articles from the past week, related to healthcare and design, as well as an in-depth look at a current trend affecting healthcare right now. Multiple Platforms for Many Customers Sometimes a single strategy isn’t enough. As various segments of the population grow, especially millennials and other groups that value convenience, having m ...

Each Friday, we send out a handful of articles from the past week, related to healthcare and design, as well as an in-depth look at a current trend affecting healthcare right now. Anticipating patient needs to improve access In our latest podcast, we had the opportunity to speak with Christi McCarren, SVP of Retail Health and Community Based Care at MultiCare. The Crux of o ...

Each Friday, we send out a handful of articles from the past week, related to healthcare and design, as well as an in-depth look at a current trend affecting healthcare right now. Disruption doesn’t always equal progress This past week the results of a study pitting human doctors against symptom-checker apps hit the news. It turns out that humans are in fact still superior ...

Each Friday, we send out a handful of articles from the past week, related to healthcare and design, as well as an in-depth look at a current trend affecting healthcare right now. The importance of access We feel access is one of the most important aspects of care, and as such is critical to the patient experience. Access is not only about being easy to get to, but extends ...

We feel access is one of the most important aspects of care, and as such is critical to the patient experience. Access is not only about being easy to get to, but extends to aspects as varied as building design, digital strategy, and capacity. It so happens that access was the topic of one of the talks at SHSMD 2016. Last week we recapped our top takaways, but this week we want ...

Why do patients go to the hospital? Or a better question is what are patients hiring a hospital to do? Is it for a surgery? An annual exam? To fix a broken bone? These all may be use cases that a hospital sees, but it’s not what they actually want from the hospital. One of our favorite methodologies here at Cast & Hue is “Jobs-to-be-done”. Jobs-to-be-done, or JTBD, is not a ...

Each Friday, we send out a handful of articles from the past week, related to healthcare and design, as well as an in-depth look at a current trend affecting healthcare right now.  Jobs-To-Be-Done: The story behind why patients "hire" us Why do patients go to the hospital? Or a better question is what are patients hiring a hospital to do? Is it for a surgery? An annual exam ...