Experience, Quality, and Outcomes Improvement
We help organizations enhance patient and customer experience, care quality, and outcomes—turning frontline realities into measurable impact across the continuum of care.
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Needs assessments at the enterprise, program, or population level
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End-to-end journey mapping and experience insights
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Quality and experience improvement roadmaps
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Elevation tools such as video ethnography and storytelling
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Measurement and outcome improvement strategy
Case Study
Designing from the Frontline
Care experience and quality varied widely across home health services within Kaiser Permanente, a national health system. This work combined quantitative data analysis with qualitative research, including interviews and video ethnography, to capture frontline realities and patient experiences. Insights were translated into experience-led improvement strategies through storytelling, journey mapping, and the creation of training content—working closely with operational executives, managers, and frontline staff to embed changes into daily practice.
Impact: Achieved statistically significant HHCAHPS improvements above CMS averages across all KP regions (NW +6.1, Hawaii +4.5, NCAL +2.1, SCAL +2.1).
