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.

Categories News

1 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

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this:
search previous next tag category expand menu location phone mail time cart zoom edit close