Video: Christi Zuber
Putting the Care into Health Care Designs
Filmed on October 10, 2012, at “Gain: AIGA Design and Business Conference”
About this video
Christi Zuber, director of the Innovation Consultancy at Kaiser Permanente, will discuss how her small team of innovators introduced human-centered design to an organization of more than 172,000 employees, which provides health care across eight regions and the District of Columbia. Starting in partnership with IDEO, the team observed industries outside health care and adapted their methodologies to begin small pilots and tests of change within the context of the larger organization. She used real-life examples, including some that are now considered industry best practices, to illustrate the challenges and opportunities of this unique work, and discuss the evolution toward integrating innovative design processes into the fabric of the entire organization.
Christi Zuber is a nurse with a passion for design. She is the co-founder and leader of the Innovation Consultancy at Kaiser Permanente, whose purpose is to develop human-centered designs that positively impact the experience of patients and the clinicians who care for them. Zuber has partnered with IDEO to learn and internalize a human-centered design methodology into Kaiser Permanente. She and her team have spent thousands of hours of time shadowing; conducting ethnographic observations in clinics, hospitals and patients’ homes; and field testing ideas in the front lines of health care. A few of the projects developed using this methodology include a nurse shift change initiative, called Nurse Knowledge Exchange (NKE), which the Institute for Healthcare Institute named a best practice in health care, and a medication administration solution, called KP MedRite, named a good practice by Joint Commission on Accreditation of Healthcare Organizations. These solutions have been spread across Kaiser Permanente’s 37 hospitals and have even been implemented abroad. Zuber has a master's degree in health administration and a bachelor of science in nursing from the University of Oklahoma.