Texas Children’s Patient Experience
How many times does a copywriter and a designer get to impact the experience of a child in the hospital? Not often—but we were a lucky bunch. We all know a well-defined culture shapes the way an organization grows and impacts the final customer, or patient, experience. Texas Children’s Hospital values were in full effect across the organization, so they saw their new hospital in The Woodlands, Texas, as an opportunity to set the tone for before the first one was even seen.
Branding
Copywriting
Experience Design
Opperations
After months of reacquainting ourselves with their culture and speaking with doctors, nurses, and staff about their daily struggles, we applied our hospitality branding chops to a children’s hospital. We broke out the experience by patient type and concepted ways to create impact without hindering the hospital’s operations.
It began with a summit to discuss the desired patient outcomes. They wanted patients to feel personally cared for, like the Texas Children’s Hospital team was on their side, and a sense of community. With a little rearranging, we arrived at the acronym chrp—a new way to look at caring for patients.
One of the pain points identified for doctors was how often children are scared of them. To create moments of friendship and interaction, we designed a patient passport, something that turned meeting doctors into a fun game. The passport was an automatic success and as helpful for parents as it was for patient.
