No beakers or petri dishes here. Lens Lab is our process of embedding, experimenting, and designing new experiences. In Lens Lab, we deconstruct and reconstruct interactions, systems, and resources to improve the patient and care team experience. We tailor each session to address the needs and goals of your project. From discovery to launch and beyond, we’ll work with you to keep patients and staff satisfied and happy.
THERE ARE FIVE PHASES OF LENS LAB
Embed, identify performance indicators, empower staff
We begin by engaging frontline staff in a visioning workshop that helps identify internal and external goals, and the barriers keeping you from achieving them.
Measure impact of barriers, uncover root causes, establish targets
We examine the systems, processes, and cultural barriers that shape experiences. We evaluate the impact on competitive growth and performance improvement and recommend a series of impactful objectives.
Map the experience, pilot ideas, evaluate interventions
We work with frontline staff to brainstorm, evaluate, simulate and test new ideas on the floor.
Generate momentum and excitement, develop metric tools, build capabilities
We establish a user-friendly rollout and adoption plan. We develop tools and systems to measure progress.
Communicate data with care teams, design feedback channels, share insights
We implement a framework for ongoing improvement, including methods to attract feedback from patients and care teams. We design meaningful ways to share progress and metrics with care teams and internal stakeholders.
The power of compelling experiences
Lens finds opportunities to redefine care at nearly every stage of the patient journey. Whether it’s reducing wait times in the ER, increasing face-to-face time with primary care providers, or finding new ways to make home care available, we believe rewarding experiences have the power to make patients feel valued, cared for, and satisfied. Yet it’s not just patients who want a better experience: physicians and care teams thrive in productive work environments that support collaboration and knowledge sharing.
We immerse ourselves in the experience
We get our feet wet in day-to-day operations to explore how people, services, and systems influence the behaviors of patients and care teams. We observe, listen, and challenge clients at every stage of the process.
We are left brain meets right brain
We are one part design meets one part number-crunching analytics. Our team of strategists balance creativity with problem solving to produce valuable experiences that empower patients and care staff.
We are dedicated and determined
What fuels us? It’s that moment when we discover how the slightest modification to a system can profoundly impact the patient experience. Count on us to be there with you through the entire process—and beyond—to ensure that metrics are met and goals are achieved.