Sensemaking

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.

One thought on “Sensemaking

  1. 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. 😉

    Like

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