To better understand the experience of a key stakeholder—the patient—team members attached a camera to a patient’s head and captured his experience in the ER. The result: nearly ten full hours of film of the ceiling. The sensemaking provoked by this perspective led to a redesign of the ceiling that made it more aesthetically pleasing and able to display important information for patients.
Excellent example of sensemaking on Harvard Business Review.
What a fascinating — and enlightening — experiment. I’m so glad the “customer experience” idea is extending into the medical field. Having spent four hours in an ER myself just two weeks ago, I can attest to the fact they have a ways to go. 😉