If asked “How would you change the current process or pathway if your child or mother needed care?” many health care staff would describe a system or experience that is not currently available. This session will introduce an approach to improving health care services that focuses on the actual experiences of patients, caregivers, and staff that have been captured in film, pictures, and conversation. How those experiences and using a co-design approach, where patients and staff work together, led to changes in the health care process will be described.

      After this presentation you will be able to:

• Describe the key concepts for using experience-based design methods and the resulting impact for health services.
• Apply practical experience-based design techniques in your organization to collaboratively redesign health services with patients and staff.