office space

Getting from Vision to Reality: How Ethnography and Prototyping Can Solve Late-Stage Design Challenges

BRADY SIH Kaiser Permanente HILLARY CAREY Winnow Research MICHAEL C. LIN Kaiser Permanente Cast Study—In 2014, Kaiser Permanente began implementing a next-generation medical office model that reimagines the outpatient care experience, combining new architecture, workflow, and technology to create a more convenient experience for patients and a connected, efficient experience for staff and care teams. As the first next-gen facilities were being built, challenges emerged as teams across a variety of disciplines attempted to translate the model's vision into reality. Teams were making design and operational decisions in parallel, without the ability to see how their decisions impacted the overall user experience. To resolve these challenges, our innovation team at Kaiser Permanente used a hybrid make-and-observe method of prototyping and ethnography. Employing a co-creation mindset (Bødker and Grønbaek 1991), we engaged staff and patients to help us bring the future state of these next-gen clinics to life in a minimally viable way....

Disrupting Workspace: Designing an Office that Inspires Collaboration and Innovation

RYOKO IMAI Hitachi America MASAHIDE BAN Hitachi America Case Study—Hitachi America's R&D, comprised of five technical laboratories, opened the Center for Social Innovation in January, 2016. When the new office project emerged, the R&D group used the opportunity to reflect on and strengthen collaborative practices, organizational culture, and our customer engagement approach. We conducted an internal ethnographic study to investigate how space was used in our previous office, and based on our findings designed a new office space to facilitate collaboration and innovation for our group....