Emergency departments are among the most complex environments in healthcare. They operate at the intersection of clinical urgency, human vulnerability, and organizational constraint, 24 hours a day, 7 days a week. When the ED leadership team at UVM Medical Center decided they wanted to meaningfully improve the experience of both their patients and their staff, they didn't just want data. They wanted to understand what was actually happening in their department, and they were willing to let us in to find out.

This was one of the most rewarding research and design engagements of my career, not only because of the richness of what we uncovered, but because of the quality of the partnership. The ED team was exceptional. They gave us unencumbered access to their world, incentivized staff participation, engaged deeply at every step, and brought a level of curiosity and openness that made the work sing.