top of page


The daily concerns of management teams are typically focused on improving their performance related to measurable KPIs: safety, cost-effectiveness and productivity. Hierarchical structures or top-down approaches are traditionally employed.
Over time, cracks form in these ecosystems compromising the quality of Care they can provide.
Leaders find it challenging to transmit core missions across their entire teams - from senior executives to support staff and even to their suppliers. Sincere values can get lost in translation and become abstract concepts, disconnected from the daily front-line interactions. And when various organisations need to come together to affect change, agendas and cultures might conflict and clash.

Could we design a better experience of Care for everyone involved and start using KCIs (Key Care Indicators) to balance the KPIs? How could we support teams to co-design their organisations and the ecosystem around them to ensure considerate, meaningful and satisfying work?


Caring environments need to be built from the inside, out; harnessing the value that each individual can bring to the whole system. Participatory design encourages professionals to stay and grow in an organisation that makes sense for all, whilst also enabling leaders and teams to break siloed mindsets and to build caring practices around a common vision and culture.



For the last 4 years, we have been collaborating with Hospital Clinic Barcelona supporting the Chronic Pain team in redesigning the patient experience in their Service. We have co-designed with patients, caregivers and professionals their new space to support more caring conversations. Now we’re co-creating a new First Conversation protocol.

Read our ‘1+1=3, when architecture meets service design’ article here about how to work together to transform organisations and create care experiences that matter.

bottom of page