When executives at a healthcare provider wanted to improve the experience for their patients, their design firm, IDEO, came back with an unexpected recommendation: paint the hospital ceilings. Where did this recommendation come from? An IDEO researcher hopped on a hospital gurney and videotaped the cracked ceiling tiles, flickering fluorescent lights, and other stark surroundings that produced a harsh patient experience.
From a Forrester report on ‘Experienced Based Differentiation’ (making customers happy)
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