Healthcare giant, Kaiser Permanente’s Innovation Consultancy takes a customer-centric approach to healthcare innovation. The team uses drawing, writing and photography to record how healthcare professionals interact with each other and with patients. This unique blend of anthropology, journalism and customer empathy creates a treasure trove of qualitative data which can be used to improve the health care service reaching 8.6 million members. The Garfield Center, equipped with an entirely virtual medical-surgical unit, from waiting room to radiology suite, is where innovative ideas and practices are tested developed in their native environment.
Leaders: Chris McCarthy (Director at the Innovation Consultancy)