Our Featured Work
CO-DESIGNed Academic medical center’s (AMC) Emergency Department (ED) EXPERIENCE STRATEGY
JWC worked with ED leaders and care team members (CTMs) at a large AMC for six months to understand challenges and formulate a recommended strategic framework. Their issues were significant, complex, and entrenched.
It was clear that no simple strategy would “solve” all their problems. We addressed them with a combination of strategic and systems thinking as well as human-centered co-design. We started with understanding the dynamics at play - by talking directly to the people closest to the problems and opportunities - patients, loved ones, and care team members.
Where possible, we included those same stakeholders in the process of analysis, synthesis, insight discovery, opportunity development, and the creation of a strategic framework, conditions for success, signature experience platforms, and a strategic roadmap to implementation.
DEVELOPed A DIGITAL STRATEGY Strawman TO FOCUS AND ALIGN RESOURCES TODAY WHILE SETTING THE FOUNDATION for TOMORROW
A small, customer-facing health organization sought to develop a full digital experience strategy, wasn’t quite sure how to start, and had limited resources available during that fiscal cycle to figure it out. Through early discussions, we realized there were a range of unanswered questions and foundational misalignments that precluded developing a holistic strategy at that juncture. To bridge that gap, we facilitated a workshop series with key cross-functional stakeholders to unlock ideas and prioritize the best ones to carry forward.
As a result of the workshops, we were able to collectively define and align around a high-level, qualitative, two-year digital experience plan—a straw man—to help the team prioritize the biggest rocks to focus on for the next fiscal year, and develop business cases for the upcoming budgeting`.
Equipped with that strawman, the team has been able to engage more effectively with fiscal decision-makers to prioritize resources for a more holistic, Member-centered digital experience to deliver what members need in a sustainable rollout.
Facilitated a Leadership Retreat focused on growth alignment and human-centered, Strategic Capability Building
The client organization had undergone tremendous change over the previous three years - a span that included the onset of the pandemic and its reset aftermath. Senior leaders were concerned about their employees, and their own, well-being and the prospect of burnout. Still, growth and innovation were necessary, so focusing on the right things, not all the things, was essential. Further, while the organization had made great strides on individual team collaboration, they were seeking to carry that into cross-disciplinary collaboration across teams and departments.
We developed a full-day retreat workshop with a primary focus of teaching human-centered design as a competency and capability for change-making in a highly immersive, interactive, and structured way. We incorporated the organization’s real context, constraints, and challenges to ensure it was relevant and actionable.
Ultimately, it was the power of convening, connecting, feeling heard, having a voice, hearing new perspectives, seeing things in new ways, re-framing challenges, and committing to a shared purpose together that unlocked possibilities for participants.