The COVID-19 Situation: Creating Connected Experiences
The story of COVID-19 has been told through numbers: number of cases, number of people affected, number of days quarantined, number of deaths. What has not been at the forefront are the stories of the people affected, of the Experience of being quarantined, of the team members and providers courageously taking a stand for the health and well-being of their patients. In The Experience Lab, we believe that Experience is not another thing to do, Experience is a way to do everything. The COVID-19 situation provides health care systems the opportunity, both in-person and virtually, to use Experience design skills to create memorable moments for those you care for and care with. It is an opportunity to instill confidence, trust, and calm.
As health care Experience designers, we invite you to consider how you might thoughtfully use your personal or organizational Experience intention – the feeling you wish to impart throughout your Experience – as a design tool in your COVID-19 planning and actions. How will you use your Experience design principles and the lens of humanity as a guide for your organization and your communities?
The first quarter of each year we spotlight our LEADING theme in The Experience Lab and explore fully the principle of Connection. Many are pointing to our interconnectedness as the cause for the spread of coronavirus and the difficulty in containing it. While that is physically true, we also believe it is our collective human Connection that may provide the best Experience response to this virus. One story that moved us was from China about a new way to greet one another called the “Wuhan Shake” an infection resistant way to interact in public, named after the epicenter of the COVID-19 outbreak. This video shows how the resilience of Connection can be so important to our shared humanity.
Our industry’s important clinical response to this virus is to swiftly contain, quarantine and limit its spread. Might we, as a collective, consider our Experience response to be finding new ways for creating human Connection that helps us to thrive, together.
I was just having this conversation today with a colleague. We are moving more to virtual experiences in general, but now at a new and more rapid pace because of the fears of infection. Creating new ways to connect, meaningfully, is our next task.
Strategic HR Professional | Employee Engagement Enthusiast | Customer and Employee Experience Innovator
5 年From a first impression standpoint, you should look at face masks.? Staff wearing face masks can be scary for patients. "Why do you have it on?" "Am I in danger?" "Are you friendly?" "I don't understand what you are saying." Staff wearing masks have to go the extra mile to comfort and reassure patients, your eyes can only do so much.? Script the "why," practice talking through a mask, put a fun smile sticker on your mask.