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The Power of Why We Work

If your Experience is focusing too much on metrics and not enough on change, it is most likely missing the mark. In this Harvard Business Review article, Ryan Smith and Luke Williams, co-founder and head of Customer Experience at Qualtrics, unbundle aim and Intention from measures and metrics. They suggest that:

  • Experience must be based on change that is rooted in the why of work.
  • Experiences must add value, have purpose, and be about meaningful change – not just about measurement.

All organizations rely on data to mark progress toward goals and ensure that Intention is activated in service of a better outcome. When it comes to “Big E Experience” in health care – creating meaningful and memorable experiences for team members, providers, patients, and guests – our Intention sets us on the positive path for change and our data helps us verify that we haven’t strayed from the path.


Extra (Extra, Extra, Extra, Extra) Ordinary

Writer, Director, and friend of The Experience Lab, Brad Montague, set a very clear Intention when he began his work with his younger brother-in-law Robby: to bring childlike wonder to the lives of all humans, no matter their age. The result of their Intention was a wildly popular YouTube video series called Kid President. Kid President shares uplifting and inspiring messages to remind all viewers that we can use the power of positive Intentions to leave the world better than we find it.

When we think of bettering the world, we often think of heroes. Watch this Kid President video as a reminder that heroes are made when ordinary people – like all of us – decide to be extraordinary (or extra, extra, extra ordinary).

Health care is a life-changing industry filled with heroes who literally save lives every day. When we don’t live each day with the Intention to see those we lead and those we serve as heroes, we risk critical players on our teams falling into the shadows.

How might we use Intention to guide the way we see our team members as heros in our organizations? How can we ensure that each team member realizes his or her true hero-ness?

What Does a Healing Orchestra Sound Like?

“Unnecessary noise is the cruelest absence of care,” observed Florence Nightingale, long before hospitals reached their current cacophony of noise that, according to this fascinating article, can hit more than 100 decibels at night. 100 decibels! The good news? We can tune into the soundscape and make improvements.

With every beep, whirr and ring, we have an opportunity to better coordinate and expedite healing. With the evolution of hospital design, more attention is being paid to the overall sound Experience and how it affects healing. Hospitals and doctors are coming together with researchers and musicians to explore the ideas of alarm fatigue, nighttime disturbance, and the role that technology can play in making improvements.

Friend of the Experience Lab, Yoko K. Sen, takes our focus on the sensory Experience in health care to the next level with her innovative orchestration of noisy medical tools, ensuring that not only patients but also team members have a space to focus and recharge. Yoko is helping to push wearables to the forefront to mitigate the alarm fatigue and is seeking new ways to turn the discordant noises of the hospital into a gentle healing symphony.

Think about what our offices sound like? What about our hospitals? Consider the feelings these sounds evoke.