Igniting Innovation for World-Class Patient Experience

The Ask

To augment the voice of customer findings that the organization already had from patient surveys, this organization wanted to engage their frontline team, managers, and clinicians to identify, innovate, and resolve the barriers to world-class care.

The Approach

• Ignite alignment. We brought together triads—executive, clinical, and operational leaders from each site—for fast-paced igniter sessions to identify barriers, priorities for innovation, and desired outcomes.
• Equip with design thinking. Teams learned and applied tools including Empathy, Moments that Matter, and our Redesign Canvas to map key moments in the patient and provider experience, then conducted surveys, observations, and insight-gathering at their sites to better understand the challenges and opportunities.
• Converge and design. In a two-day workshop, leaders synthesized insights, converged on the highest-value opportunities, and co-designed “test-and-learn” experiments.
• Coach to capability. Over six months, we provided coaching as each site learned to create, design, implement, measure, and iterate its own Signature Service Moments—while influencing stakeholders and tracking results.
• Celebrate and scale. The engagement culminated in a “science fair + happy hour,” where every site shared experiments and outcomes with peers and executives, designed to build and sustain an ongoing community of innovation practice.

The Outcome

• Improved patient experience metrics across all participating sites.
• Local ownership of solutions (e.g., addressing bullying, charting challenges, signage gaps, etc.) with shared visibility of success across the organization.
• A durable culture of experimentation, with a repeatable model for accountability, support, and innovation.
• Transformation and innovation as a capability, not a one-time initiative.