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Thank you

To everyone we met at the Beryl Institute conference!! We so enjoyed the discussions, learning and being inspired by such passionate, dedicated professionals. We look forward to future conversations as we #PXTOGETHER

Words on Experience

As part of our speaking engagements, we had fun handing out our board books which include lessons on experience design in the form of Burma-Shave jingles. But if we somehow missed you, we'll be happy to send you one (or more!).

“In the end, it comes down
to both dollars and senses.
Design: for the best of


The Beryl Institute: Featured Content

We were honored to present a case study and moderate a round table discussion for the 2018 Patient Experience Conference in Chicago, along with our clients from the Copper Ridge Surgery Center. To those who attended, thanks so much for your insights and feedback! 


April 17, 2018

Case Study

March 2018

Engaged and Empowered Staff Fuel the Ambulatory Surgery Center Patient Experience

Making meaningful change required adopting a different perspective. Working alongside caregivers, we visualized the patients' journeys through their eyes: as someone who may never have been to the surgery center, who may have a low level of health literacy, what's the one thing that they most need?

The answer: give them clarity. At every point in the process. Tell them what's expected of them, what will happen to them, and when. Read more

Guest Blog Post

January 2018

The Invaluable Gift of Clarity

The gift of clarity establishes the roots needed to visualize, design and deliver a human centered healthcare experience: to understand the potential points of confusion, then meet individuals at each step in their journey with simple, consistent and well-supported tools. Whether these are designed to support small initiatives or large-scale transitions, anticipating the “ripple effects” of human interactions is critical to achieving sustainable success.

Creating an effective caregiving culture happens by design, not by default. It’s up to us as practitioners to break down silos, see gaps in communications, then test and iterate the tools designed to bring clarity to the questions that our staff, patients and their families bring to this world of healthcare experience. Read more


Connect_CX News


April 11, 2018

Connect_CX client Copper Ridge Surgery Center is one of 12 facilities in the U.S. that have received an Intalere Healthcare Achievement Award for their Patient Experience Initiative. Headquartered in St. Louis, Intalere is a group purchasing organization that has more than 100,000 healthcare organizations as members. According to Intalere, members compete for awards in four different categories of patient care and the top three in each are recognized. Review the project details and read the article in the Traverse City Record-Eagle.


Evan Gray, Rotary Charities

“You made the invisible visible - or at least made the mess of daily work visible - and then enabled [us] to envision and work in a better way. It is about doing good and doing better, together, to make more possible. Again, great job.”