Using Patient Experience to Drive Innovation ◾ 139
try. e intent was to replace the current kit with a version that was more patient
centered and could be easily used. After seeing the three samples, the team assumed
patients would go for one particular bag they felt was an upgrade, looked better,
and was more user friendly. eir assumption was completely busted when they
took the samples out on a hospital unit, asked patients and their families to play
with the bags, and then conducted interviews.
One sample kit was a large bag that could be reused as a tote bag after dis-
charge. ere were large pockets and room for other items. Some team members
felt that this would be very useful. One patient put it the best, “I would rather have
someth ...