Most hospital staff value the high patient-satisfaction numbers that reflect high-quality care, yet even world-class teaching hospitals may keep patients waiting for hours without reliable information about next steps in their treatment plans. This research initiative involved a mock restaurant experience in which actors, playing waiters, treated hospital staff, the restaurant patrons, in the same manner that hospital patients are treated. This immersive learning experience helped the client, a group of hospital caregivers, connect with patient research in a powerful new way.

Credits: IDEO design team
Client: IDEO
Andrea Pomerance   [email protected]