Case Study: Cincinnati Children’s improves patient experience with Mad*Pow journey mapping

Cincinnati Children’s improves patient journeys with Mad*Pow’s 240-hour research

Cincinnati Children’s Hospital, a premier pediatric institution, partnered with experience design firm Mad*Pow to transform its patient and family experience. The challenge was to build deep empathy for patients and families in order to create a more intuitive and less stressful experience. Mad*Pow was engaged to build comprehensive patient journey maps to help define the hospital's strategic objectives.

Mad*Pow implemented a multi-faceted research solution involving over 240 hours of on-location observations, staff shadowing, and a longitudinal digital patient journal study. This process identified key patient engagement touchpoints and challenges. The resulting patient journey maps provided Cincinnati Children’s with a strategic tool to align business objectives with patient needs, guiding long-term investments. For this work, Mad*Pow won the 2019 Design & Innovation Award for Empathy.

Cincinnati Children’s