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Healthcare
Journey Mapping
Design Sprints
Experience Design
Design Thinking
24 journey maps
85 patient and family member participants
150+ co-created ideas
Read about our approach of journey mapping to deeply understand patient's OhioHealth ED visit, and how we leveraged design sprints to build a new experience.
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Consumer Insights
44 Virtual Interviews
1,550 Survey participants
7 Demand profiles (needs-based personas)
Learn how we built needs-based personas and a customer journey map for P.F. Chang's key audiences to inform their marketing strategy, targeting, and messaging.
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Healthcare
Consumer Insights
Journey Mapping
Design Sprints
Experience Design
25 interviews
70+ patient participants
6,313 qualitative data points
Read how we used Jobs-to-be-Done, journey mapping and design sprints to build a consistent urgent care experience that delivered on the MedStar brand promise.
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Consumer Insights
Journey Mapping
Design Sprints
Experience Design
Design Thinking
130 In-depth interviews with employees and end-users
85 design sprint participants
28 Concepts prototyped
Discover how we created a people-first benefits application experience with Arizona DES, using in-depth interviews, journey mapping, and design thinking.
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Healthcare
Journey Mapping
Design Thinking
Experience Design
Design Sprints
43+ patient and staff participants
Experience blueprint
100+ co-created ideas
See how we reimagined the hospitality experience for traveling patients and their families by mapping their journey and facilitating design thinking workshops.
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Healthcare
Experience Design
Journey Mapping
Design Thinking
Design Sprints
13 Key stakeholders trained in Human-Centered Design
30 Patient & Family Participants
67 Ideas Generated
Explore how we built a culture of human-centered design at Baystate Health by reimagining the ED using journey mapping, design thinking and experience design.
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Consumer Insights
37 In-depth Interviews
5 Regional Competitors Analyzed
3 Needs-based Personas Developed
Read how we conducted Jobs-to-be-Done interviews to understand what motivated patients when deciding to get orthopedic surgery at MultiCare or competitors.
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Healthcare
Employee Insights
Design Sprints
Experience Design
Design Thinking
41 In-person Ethnographic Associate Interviews
5,900+ Associates surveyed
24 Ideas prototyped and tested
See how our in-depth interviews and design sprints created an associate-centric experience for OhioHealth that boosted engagement and streamlined communication.
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Healthcare
Consumer Insights
Experience Design
20 patient interviews
Design thinking workshop
Experience blueprinting
Find out how we used journey mapping and experience design to launch a human-centric specialty urgent care for patients suffering with back pain.
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Journey Mapping
Healthcare
Design Sprints
Experience Design
Design Thinking
25 Patient & Family Member Interviews
8 Referring Physician Interviews
7 Prototypes Built & Tested
Discover how we reimagined the Arkansas Children's heart center experience with journey mapping and design sprints to drive service-line growth and loyalty.
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Healthcare
Consumer Insights
Journey Mapping
19 patient & practitioner interviews
2 maps showing the bariatric journey for patients and practitioners
A new understanding of how patients and practitioners perceive Bariatric vitamins
Learn how we used interviews and journey mapping to develop insights on what motivated practitioners and patients to choose bariatric vitamin products.
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