2. What is experience-based co-design?
Experience-based co-design (EBCD) is an approach that enables staff and patients (or other service users) to co-design services and/or care pathways, together in partnership. The approach is different to other service improvement techniques.
EBCD involves gathering experiences from patients and staff through in-depth interviewing, observations and group discussions; identifying key 'touch points' (emotionally significant points) and assigning positive or negative feelings. A short edited film is created from the patient interviews. This is shown to staff, conveying in an impactful way how patients experience the service. Staff and patients together identify areas for redesign, and work together to make improvements to the service and to the pathway of care.
The approach was developed within and for the NHS, although similar 'user-centric design' techniques have been used by leading global companies for years.
Stages in experience-based co-design
(click to view in a larger format)
The project steering group should meet at the following critical stages:
- before the project begins
- before feedback events
- after first co-design group
- after celebration event.
Key points
- EBCD focuses on patient and staff experience and emotions rather than attitudes or opinions.
- The approach uses storytelling to identify opportunities for improvement and focuses on the usability of the service for patients and staff.
- It empowers staff and patients to make changes.