Case Study: Children's Hospital of Wisconsin improves ER family experience with Highland

Children's Hospital of Wisconsin - Customer Case Study

Children’s Hospital of Wisconsin worked with Highland to better understand the experience families have when a child needs emergency care. The hospital wanted to identify where digital improvements could make the biggest difference in its Emergency Department and reduce confusion and anxiety for worried parents and sick children.

Highland facilitated a journey mapping project that included leadership alignment, in-person discovery interviews, and analysis of parent experiences from an outside-in perspective. The work helped Children’s Hospital of Wisconsin identify “warm competency” as a key point in the patient journey, refine staff training, and surface new product ideas such as an app with doctor videos about common symptoms.

Children's Hospital of Wisconsin

Christopher Neuharth

Director of Digital Health & Experience