134 ◾ Accelerating Health Care Transformation
e experience- based design approach is a four- stage methodology that
helps staff work very closely with patients and their families to first
capture, then, second, to really understand in great detail, the experi-
ence that people are having as they journey through health services.
Of particular interest is understanding if there are clusters of negative
or positive feelings, as indicated by their use of emotion words as they
talk about certain parts of the care pathway. We call such clusters of
emotional response a touch point. e third step is improvement, where
we work with the patient and family member to co- design a new way of
working that better meets their needs. e final step is measu