Healthcare Experience Design Consultancy

Be patient-centered.

By design.

Join leading hospitals and health systems taking a human-centered approach to care with Cast & Hue.

Patients

Employees

have many choices. We make sure you're their first.

Failing to meet the needs of consumers and employees comes at a cost. Cast & Hue specializes in healthcare experience design, crafting competitive employee and patient experiences.

The average patient splits their care among 4-5 providers each year.
Nearly 80% of patients who switched providers cited experience as their reason for leaving.
In the past 5 years, the average hospital turned over 106.6% of its workforce.

Experience makes a difference.

Engagement

The first touchpoint with your brand leaves a lasting impression. Use your healthcare customer experience as a competitive advantage to attract new patients and staff.

Retention

State-of-the-art facilities aren’t enough to secure long-term loyalty. People remember (and base decisions on) how you made them feel.

Referrals

Happy customers are a force to be reckoned with. Turn customers into brand advocates by designing experiences worth talking about.

Empathy

Human-centered design is about connection. We help you understand and better support healthcare consumers, patients and employees.

You can guess how they feel.

Concerned.

Fearful.

Relieved.

Confused.

Frustrated.

Comforted.

Anxious.

Or you can know for sure.

There’s wisdom within the human perspective. We capture it, organize it and build with it as our foundation. Human-centered design begins with consumer and employee insights.

How we helped OhioHealth improve the Emergency Department experience.

Everyone wants to feel heard, including your consumers. This is the philosophy behind using human-centered design in healthcare. Our approach creates people-centric experiences that exceed expectations.

Up to 6 point increase in “likelihood to recommend” scores.

5.1 point increase in “informed about delays” score.

Up to 7.6 point increase in one emergency department’s “comfort of waiting area” score.

Over 4 point increase in “helpfulness of first person encountered” scores.

The power of our approach.

Clients tell us that our research probes deeper than traditional surveys or focus groups. Their patients tell us that they feel heard.

All organizations should put their clients at the center. But in medicine, you’re more than a client.

When a healthcare company takes time to understand how patients feel — whether it’s stressed, concerned, worried — it’s very comforting. It shows you that you’re going to the right place.

Patient Participant

Cast & Hue Design Thinking Workshop

This turned my bad experience with the organization into a good one.

The workshop sent a message that they care about their service and how they provide care.

Patient Participant

Cast & Hue Design Thinking Workshop

Frequently Asked Questions

How does healthcare experience design impact patient retention?

A well-designed patient experience leads to higher levels of satisfaction, loyalty, and trust. Cast & Hue’s healthcare experience design services help create positive experiences that engage and retain patients.

What are some strategies for how to improve HCAHPS scores?

Improving HCAHPS scores starts with involving patients first hand in designing a patient experience. Survey results might not show you the whole picture, and can be influenced by cognitive bias. We recommend digging deeper than surveys with deep qualitative research to understand the underlying patient needs and motivations driving perceptions.

What do healthcare experience design projects include?

Most Cast & Hue projects start with understanding the current patient experience through ethnography, in-depth interviews, or journey mapping. Once we have identified where there is opportunity to improve, we recommend involving patients in the design thinking process to co-create what the experience should be.

How does healthcare experience design help reduce staff burnout?

When healthcare experience design involves employees, we take a truly human-centered approach and design solutions that look at the system as a whole. This helps staff feel heard, and accounts for their perspective. As a result, the new experience is sustainable for employees while fostering a patient-centered environment.

Curious about healthcare experience design?

Read more about our work impacting healthcare.

all insights

All Insights

The Hidden "Why" Behind Patient Choices: Are You Missing It?

Uncover hidden reasons behind patient choices and how digital ethnography and in-depth interviews can reveal blind spots and help attract and retain patients.

Speed Journey Mapping at NESHCo 2024

Explore our learnings and takeaways from our speed journey mapping session at the 2024 NESHCo conference.