Experience-Based Design:
Accelerating Improvement and Adding Value

Held February 9, 2015



Engaging patients and citizens is an essential lever for quality improvement, where partnerships provide different insights and better ideas than providers working on their own. At Virginia Mason Hospital and Medical Center, understanding the experience of those delivering and receiving care is foundational to all quality improvement initiatives undertaken through the Virginia Mason Production System.

Using case examples of their improvement work in pancreatic cancer, Susan Haufe and Mary Cranny will illustrate how Experience-Based Design is integrated into LEAN processes in order to understand what customers consider value-add while improving quality, including the experience of patients and families.

In this session, participants will:

  • Identify how assumptions could be shaping your improvement work and impeding understanding what really matters to your patients
  • Learn the concepts and basic approaches of experienced-based design
  • Identify strengths and gaps in your organization that suggest practical steps you can take post-webinar


Mary CrannyMary Cranny

Mary Cranny is the administrative lead at United Way of King County and pancreatic cancer survivor. Ms. Cranny is currently partnering with Virginia Mason Hospital and Medical Center’s Pancreatic Cancer Experienced-Based Design Team to enhance the patient/caregiver experience through patient centered processes.


Susan HaufeSusan Haufe

Susan Haufe, MHA, is the Administrative Director of Patient Relations and Service at Virginia Mason in Seattle, Washington. Susan has more than 16 years of experience in health care in the areas of patient relations and fund development. She has led her organization’s eight year journey to create the perfect patient experience and is passionate about bringing the patient and family voice to the table. She is certified in lean methods, has a bachelor’s in social work, and master’s in health care administration.


Maria JuddMaria Judd, Senior Director, Patient Engagement and Improvement

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