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https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454801194656-LWP8ATSP7NG1HMOCC2TO/mockup.jpg Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454804340328-I6ZBJJ3GACR1TPYX2PTW/Screen+Shot+2016-02-06+at+6.18.31+PM.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454804625162-Q4GWPKEZP3HKQDL1N7NY/static1.squarespace.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454805478715-NNFIX98A2SUFHPZ5UZYZ/IMG_4262.JPG Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454871189819-GLYCBM39QMEC2XRPL98F/beautifully-organized-closet.jpg Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1461941803628-D2VDV5KFF442FI0XR3R0/GTY_kid_ipad_sr_131127_33x16_1600.jpg Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454803301000-YG49WOM6MESHZHQ4RI7X/image-asset.png Home Applicaiton Concept Screens. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454803337347-MGSQFIICMAPE7YKTTYW3/image-asset.png Home Health wearable design concept. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454803354763-2US203BNX3MKFB8H3CDA/image-asset.jpeg Home User Interface Mock up. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454803508942-QJ2U3657CIBQ1C65G56V/image-asset.png Home Value web exploring both B2B and B2C value exchange. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454803577690-USMNCBRNDDDQBSTLTMM7/image-asset.png Home Profit projections based off of real user data collected from micropilots and survey methods. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454803590173-CUB885W19V3I6SY7T8EK/image-asset.png Home Profit projection based on hospital involvement. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454803465879-84U2V228FAJV4VX7H7YK/image-asset.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454803479916-XEQJYVDUU399UT5TQKZJ/static1.squarespace-1.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990188132-IL5EVPIW18DIND63PAGR/image-asset.png Home We conducted 28 interviews with 23 organizations in industries ranging from hospitality to retail and financial services. These interviews included front line staff as well as corporate level experience leads https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990207995-BD22X0IJJ6XDD6T9X2EJ/image-asset.png Home We created a framework to act as a strategic lens and unify the hospital's tactics towards a common goal. From a high level, framework falls into 3 large buckets; strategy and vision, delivery of service and implementation, and gaining knowledge to strengthen the system. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990221411-X4EZUI2081AYYUT8HYD1/image-asset.png Home The Framework can cascade down and be utilized differently on each level. At the organizational level, we have senior leadership who drive and define the overall vision for the hospital. At the strategic group level, we have and guiding tools to make sure that management is supporting their team to provide the best service. At the individual level, we see it being personalized by hospital staff and the generation of insight that will influence systemic changes. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990233348-K12G53OII147P7KZYJZK/image-asset.png Home An example of how information and insights move throughout the cascade is shown above. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990608458-ML57KP9LP3QXVAILHMH1/north+star+images+.png Home - Organizational North Star Statment A customer-service ‘north-star’ guides staff decisions about care delivery when interacting with patients. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990477061-7PJJ150NH00GBBEQDGS8/north+star+images+.png Home - Personalized North Star Workshop We saw that staff with their own statement of purpose would internalize the patient experience. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990268472-UVJK2ZZD15RE2AOGCHM5/service.png Home - Customer Service Acronym A set of principles that outline specific goals and outcomes for patient interactions to guide the hospital's staff and bridge the abstract customer service philosophy to the tangible delivery of service. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990265243-32GKID6R0F4G0L7TJTVK/award.png Home - Weaving Customer Service into Job Evaluation Prioritize customer service in job evaluation and during the consideration of promotions and bonuses reinforces the importance of customer service throughout the organization. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454991074310-ZJBWE00XNV8XEZT39OY4/all+stars+.png Home - Customer Service All-Star Committee Create additional customer experience champions by pulling together existing service leaders to screen applicants. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990267504-WPEOCVRKZ2X7OAIVZY0X/msk+pride.png Home - Showing Your Team’s Colors Make it ok to brag, promote employees to show their organizational pride in unique ways. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990270753-SKI1TDSLZI4K4GJLPZZU/white+board.png Home - Keeping Patients’ Goals Top of Mind It's easy to focus on the illness not the patient, help staff recognize and remember patient goals by having them posted in the room. This makes it easy to connect with the patient and make healthcare decisions that support a patients personal goals as well as their clinical outcomes. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990266520-IKJEIIW49HV3V8DXL9OP/first+2+weeks+of+training.png Home - Master Customer Service First Patient facing roles are extremly demanding and complex. Before overwhelming new hires make customer service the default. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990265930-AY3MOB5R9R4G7RSC90WP/constant+rating.png Home - “In-the-moment” Patient Feedback Break down the barrier from a survey to a nudge, we heard from hospital staff members that their job is emotionally taxing. Directly asking patients for feedback can feel like a hurdle. How can we make it fun for patients and easier for staff to collect useful information? https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990270921-ZJMQM9RRKWLX9RPLOYNE/Tracking+analytics.png Home - Expanding Data Collection Channels By utilizing new forms of data collection useful insight won't be overlooked. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454991288204-F82O2NIM05IKL0KY90D4/hackathon.png Home - Interdisciplinary Customer Service Committee Oversight and accountability at every level to track progress, ensure alignment with north star, and provide a sense of progress. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990269775-7PP12RSY7MM78YYGGRBV/sisters+are+doing+it+for+themselves.png Home - Patient Experience Experts and Advocates To ensure that patient experience is held as a priority through out the organization we recommend bringing experience expets into leadership roles. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990268708-VVTPUMDRIM5J72VL1ZMM/phone+call.png Home - Communicating Care Five minutes a day can make all the difference. Opening up a dialogue between people throughout the organization can make all the differnce. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454991407300-WVAE2EGPKZSY9800X9G7/hackathon.png Home - Interdisciplinary Hackathon Melding of the minds. Through a facilitated event, harnes the experience of existing staff. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990267820-5EAE1A0F5ZOLGD7Q9HE0/museum.png Home - Sharing Company Culture https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454990269298-DN2CWVKTQ9BMTLFH44W9/share+out.png Home - Open and Accountable Communication https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454814816427-DH4LVA8J9P34XUN2QHHD/image-asset.png Home User Interface design concept. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454814840679-V6TUMOS6K5VBDZ6OJ17B/image-asset.png Home Navigation and problem reporting through wearable app. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454814859493-5P2788OG7S6HTJJ0NWO3/image-asset.png Home Users can lower insurance premiums buy investing in security gear, purchase through the app allows for additional revenue streams. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454814660120-F8VQ9IY9C4TNW9NLPEC1/image-asset.jpeg Home Initial concept clustering. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454814676245-JC5TS9G8TZDIKFTATRNF/image-asset.jpeg Home Rough draft exploring business model. This led us to pivot our offering from a traditional car insurance model to a new more accessible service. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454814693514-XARAMNVAT0WWOQY9CRW6/image-asset.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454901969940-1KHHK8PTF6718681BQSZ/image-asset.jpeg Home Mumbai's Dadar Flower Market. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454901994491-18Y1E9TEUEAAC1HYXIM1/image-asset.jpeg Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454902021919-OT0PXW43OLVVM4J7UR12/image-asset.jpeg Home Interviews with subjects in their homes. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454991669421-M9Y27Q3NX1HUCDPNQAUU/image-asset.jpeg Home Inventory storage in Chor Bizarre. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454900542276-PYWTLM307JGX155GGIOP/image-asset.jpeg Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454900555475-IOEHN86N6EEN37SXZNXA/image-asset.jpeg Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454991869564-B129TH0J15H7FXSKYIAB/IMG_6933.jpg Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454991816498-31W588HAATCJIUFSA7B4/image-asset.jpeg Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454991848584-97JJY1UM2166QV2QYYSK/image-asset.jpeg Home Organizing and clustering concepts from ideation session. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455032035208-92OLM522B8OQYL2V5WDT/Screen+Shot+2016-02-09+at+9.29.27+AM.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455031965833-Q1RHMMY0HZDF2C8ZUGWW/image-asset.png Home Along with the Digital application I also utilized ethnographic user research and knowledge of developing technologies to create use case scenarios that explore other digital/physical problems in the realm of home organization.   Above: Image recognition combined with RFID Tags, and augmented reality allow the user to easily find important documents lost in a move.   Below: The user is able to collect paper notifications with an image. Recognition software not only tags and organizes content but creates notifications and creates payment system automatically. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455031989097-A9SHSCA9OE68RR07OFDS/image-asset.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455032004202-2QY9NXMJN2NPMSTE6BN9/image-asset.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454992033452-MN9SLELG3XOO3NR0IAC5/image-asset.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455031239023-W83GVP6EW8UL1U5V42ZR/image-asset.jpeg Home We held a 10 Types of Innovation Session to explore new ways to engage and entice customers. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455031296627-3IPX3H0QTH6NBE3BZUZD/image-asset.jpeg Home I had the opportunity to work of the amazing insights research of other designers and engineers. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455031316783-0KZ6GJIVNBIJ4JXUTH66/image-asset.jpeg Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455638189838-TFOOFJ9MKIBWH6GEW2Q5/image-asset.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455414583669-UCHKG2L36QGHQV0QYCDY/image-asset.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454902616485-5GZEVKHLM0Q3Y3VWQWXP/image-asset.png Home Storyboards exploring how one tv broadcast could provide the content for two levels of education. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454902737747-VDVR1ZJ9HTC3HTZ0TCBW/static1.squarespace.png Home Wireframes exploring parents setting up individual accounts for their child https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454902708942-VN57WXZVMESGH7XPZQP5/static1.squarespace-1.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455234251386-4AS0Q7T9FWJUIQLEBGTT/image-asset.png Home Developing delightful ways for children to access and interact with content. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455234383881-WI6MRG0NOA5LDGXNA0S1/image-asset.png Home Planning parent's monitoring experience. https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455414712747-1LCGTQZZMI21OIQ87NFN/image-asset.png Home https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455234462833-FOO9LH6L6RYTEPBF92AE/image-asset.png Home http://www.gordongrado.com/new-cover-page-1 daily 1.0 2026-03-23 http://www.gordongrado.com/new-cover-page-2 daily 0.75 2023-04-30 http://www.gordongrado.com/intro daily 0.75 2023-04-03 https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455404391092-BOK8X67R7B2T5WR1COCJ/Portrait+copy.jpg Intro https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454643817901-T0ME2Y7SBI6ZMHGLVZNY/image-asset.png Intro https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454643859278-IUUWO2J2EA9JG5SU7X1L/image-asset.jpeg Intro https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1454645408456-Z378CTJ6VYVTZSCZ9LN7/Lima01.jpg Intro http://www.gordongrado.com/new-page-4 daily 0.75 2023-04-24 https://images.squarespace-cdn.com/content/v1/530e474fe4b0191af3e0b813/1455404391092-BOK8X67R7B2T5WR1COCJ/Portrait+copy.jpg New Page - 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