In this video, viewers learn how improvement in healthcare begins by listening to the voices of everyone impacted by care delivery, not just analyzing data. The video introduces the concept of "Voice of the Customer" and demonstrates how empathy maps can be used to synthesize feedback, helping teams understand real experiences and design more meaningful improvements. Then use the provided templates—one with prompts and one without—to begin applying the process.
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Content Development
Primary script writers
- Jennifer Eramo, MSN, RN
- Catherine Quatman-Yates, DPT, PhD
Script collaborators
- Jess Donovan, PT, DPT, MPH
- Allison Heacock, MD
- Courtney Hebert, MD, MS
- Steven Holfinger, MD, MS
- Ruth Laberdee, DNP, RN, CNL, NEA-BC, CPPS, LSSGB
- Lauren Teuschler, M.Ed
Acknowledged contributors
- Holly Chignolli, DNP, APRN-CNP, MBA, EBP-C
- Keri Cooper, MBA, RN, CPHQ
- Riley Summers, MPH
Video Development
Video animation and production by Robbie McCord, MS.Ed., Instructional Design Senior Specialist in the Office of Curriculum and Scholarship for the College of Medicine. Visit the OCS site to book an instructional project consultation.
Questions?
Please reach out to osu-qi-hub@osumc.edu