Human-Centered Design @ KP: Building Organizational Capacity in Innovation and Patient Engagement

Abstracts from the Kaiser Permanente2018 National Quality Conference


Loulia Kachirskaia, PhD; Jeff Hall; Jonathan Bullock

From Program Offices

Background: This is a new time in health care. Engaging and delighting our customers is a critical part of the Triple Aim. Human-centered design helps us uncover customer needs, define opportunities, imagine new possibilities, and rapidly test new ways to improve and design care. At Kaiser Permanente (KP), we take human-centered design to the next level by also partnering with our members through CoDesign.
Methods: Applied to multiple projects.
Results: We have trained 1000+ KP staff in human-centered design and CoDesign. By using Human-Centered Design@KP, staff report the following benefits: Greater customer engagement, more innovative solutions, solutions that meet customer needs better, and avoiding working on the wrong problem.
Discussion: Human-Centered Design @ KP is spreading across the organization as a way to navigate a complex health care future together with our members and to tackle new challenges. It is an approach that is applicable to any role at KP. Learn how to leverage it for your team.

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The Kaiser Permanente National CME Program designates this journal-based CME activity for 4 AMA PRA Category 1 Credits. Physicians should claim only the credit commensurate with the extent of their participation in the activity.


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