Abstract:

Taking an outside-in perspective to improve the customer experience is not always easy. And now imagine: how do you avoid myopia and biases in customer care in a situation where your customers are not able to express their needs, as they have severe mental disabilities, such as down syndrome? That would set up an enormous challenge to research. Learn from the transformational approach of leading qualitative agency Beautiful Lives for leading health care organisation Philadelphia. Experience how our projective and collaborative approach led to meaningful connections and change for good between both caregivers/family and people with a mental disability.