Creating transformative digital

Aaron Ferber, Vice President of Design, left, works with Kramer Schmidt, Senior Director of Product, at the Ascension Studio before social distancing measures were required.

Creating transformative digital healthcare experiences

The Ascension Studio’s pioneering physical and digital products are building the future of human-centered healthcare encounters

Ascension’s commitment to serving individuals and communities means adapting to rapid changes occurring not only in healthcare but also in the broader consumer environment — and in particular, the increasingly digital world.

“As technology, consumer needs and healthcare all rapidly change, we must continually innovate to accomplish our Mission and provide compassionate, personalized care while improving the health of our communities,” said Eduardo Conrado, Executive Vice President and Chief Strategy and Innovation Officer, Ascension.

To help meet these changing needs, the Ascension Studio was created in 2019. This internal innovation team is tackling the challenges of healthcare technologies and more head-on. At its core, the Ascension Studio’s charge is to create change in the delivery of healthcare through transformative thinking and groundbreaking, human-centered experiences.

“Ascension’s digital strategy is built around a people-first approach to create end-to-end experiences for both patients and providers,” Eduardo said.

The Ascension Studio comprises a diverse array of specialists who are experts in their fields, dedicated to understanding and translating consumer needs into transformative solutions and restoring the joy of caregiving. With expertise in research, design, user experience, engineering, and portfolio and product management, the Ascension Studio brings these specialties together to create better experiences across the healthcare continuum.

“While most healthcare technologies usually are built in silos or products are purchased off the shelf and retrofitted to meet the need, the Ascension Studio weaves the end-to-end product development process together and builds solutions from the ground up alongside Ascension’s end users — our caregivers and associates,” said John Pirolo, MD, Senior Vice President, Clinical Products Lead, Ascension.

When the COVID-19 pandemic began, the Ascension Studio quickly responded, putting its innovative approach and agile methodology to the test. What would have previously taken months or years to implement was accomplished with remarkable speed, as the Ascension Studio conducted user research, developed prototypes, and iteratively tested and implemented several products from scratch, including an Associate Screening Tool, Screen & Go, as well as the SymplCheck symptom checker and Video Chat, Ascension’s own secure web-based virtual visit platform.

UNDERSTANDING THROUGH RESEARCH

Every new product begins with a unique idea or need that current products or solutions simply do not meet. The Ascension Studio’s Experience Research team uses a robust set of research methodologies to uncover pain points and user needs, including field studies and interviews, focus groups and surveys, journey mapping, design sessions with real users, concept mapping, and usability testing.

By working hand in hand with people in the real world, the Ascension Studio’s research team is able to understand people’s experience with current technology, including why and how they use that technology, and uncover the right problems to solve.

DESIGNED FOR PEOPLE, BY PEOPLE

The Design team at the Ascension Studio brings together three design principles that converge and complement each other during the design process: UX Design, Communication Design and Service Design. These teams leverage “The Ascension Studio weaves the end-to-end product development process together and builds solutions from the ground up alongside Ascension’s end users — our caregivers and associates.”

— JOHN PIROLO, MD,

SENIOR VICE PRESIDENT,

CLINICAL PRODUCTS LEAD,

ASCENSION

TAKE A LOOK AT RECENT PRODUCTS CREATED BY THE STUDIO

Video Chat is a lightweight, web-based video service that enables Ascension clinicians to quickly connect with patients virtually for both routine visits and ahead of surgery — with no app download required. Associates use the Screen & Go web-based app to answer a series of questions about their health that generates a healthy “fast pass” to show their employers when they report to work.

Aniela Chertavian Atchison, Senior Service Designer, left, and Michael Chapman, Senior Director of Product Design, at the Ascension Studio before the COVID-19 pandemic began.

the insights gained from Experience Research to inform how they approach the design of each specific product.

While the Design team ensures each product and service maintains a consistent look and feel — to reflect Ascension’s unified branding — the designers also take into consideration a variety of qualitative and quantitative measures about each product’s unique users. Social determinants, health literacy, how users typically interact with similar products, and when and where users may use the product (such as on a smartphone or a desktop computer, or booking a clinical visit versus researching general health information) all influence each element of a product or service’s design.

BUILT FOR YOU: VIDEO CHAT

One example of this approach is the development of Ascension Video Chat.

Like all Ascension Studio products, Ascension Video Chat started as an idea. Caregivers and patients wanted a more seamless way to schedule and attend clinical consultations that was easy to use, worked in a browser without needing to download an app, and contained security features compliant with the Health Insurance Portability and Accountability Act (HIPAA).

The Ascension Studio’s Research team conducted extensive in-context observations of how patients and caregivers were using current remote consultation services, conducted interviews with people across the entire spectrum of potential users, mapped new behaviors and expectations seen as a result of the pandemic, and developed end-to-end consumer journey maps, among several other research initiatives.

The Design team applied this information to design, build and test Video Chat, with real patients and caregivers participating every step of the way. Incorporated into the product’s design were clinical staff and patient workflows, training guides, and technical requirements, with the Design team involving real end users throughout the process to ensure the product met the needs of each type of user. The result is a simple, modern, lightweight and secure Video Chat platform built by Ascension for Ascension clinicians and patients.

“The Ascension Studio has only just begun to achieve its potential to improve the experience of caregivers, affiliated providers and, most importantly, those we are privileged to serve,” Eduardo said.

WANT TO PARTICIPATE IN THE ASCENSION STUDIO’S WORK? HERE’S HOW

• Be a research participant. The

Ascension Studio is always looking for people to share their personal and professional experiences and insights. This can include responding to a survey, making a video of your experience or allowing a researcher to shadow the work you do every day.

• Be an Alpha or Beta tester. All

Ascension Studio products go through a rigorous amount of user testing before launch. You can help find a new product’s flaws and provide user feedback.

• Stay informed. Read up on the

Ascension Studio’s work or sign up for regular updates on the increasing number of ways to partner with the team.

Go to sites.google.com/ascension. org/studio for more information.

A call to ABIDE

Appreciation, Belongingness, Inclusivity, Diversity and Equity are at the heart of Ascension’s new framework

In 2020, Ascension and the nation engaged in an overdue conversation about injustice in America’s institutions and society. As our country responded to COVID-19 and the harsh realities of racism and systemic injustice affecting

African Americans and communities of color across the U.S., the vision of Ascension’s ABIDE framework began to take shape throughout our ministry.

As a Catholic health ministry, we embraced our responsibility in the national discourse. “We have a unique obligation and calling — reflected in our very Mission statement — to advocate for a more just and compassionate society in words and actions,” said Joseph R. Impicciche, JD, MHA, President and Chief Executive Officer, Ascension. That obligation was a call to establish the framework of ABIDE — Appreciation, Belongingness, Inclusivity,

Diversity, Equity — a commitment to fostering a more inclusive growth mindset and to creating a safe and sacred work environment where individuals feel welcome to be their true and authentic selves and share their unique gifts and perspectives.

THE FOUNDATION OF ABIDE

Throughout its more than 20-year history, Ascension has always used an introspective lens to ensure it remains true to its Mission, Vision and Values. In late 2019, those efforts crystallized when a dedicated team of associates came together to assess the associate experience; review various diversity and inclusion initiatives from around the ministry; and develop a unified, lasting national strategy to bring it all together.

Just as that work was gaining momentum, the COVID-19 pandemic emerged. Although it seemed the public health crisis and resulting challenges would delay the enhancement of Ascension’s diversity and inclusion efforts, in some ways the new collaborative environment served to accelerate the work.

With the pandemic came social distancing precautions and a widespread increase of remote working arrangements, even Associates were invited to share a photo and an “I Am” statement of who they are on the Ascension ABIDE Kudoboard so they can appreciate each other for both their similarities and their uniqueness. Several of those photos are used to illustrate this story.

across Ascension. Associates across the U.S. transitioned to new modes of working and communicating, bringing people together, and understanding one another in ways never experienced before. The ministry’s compassionate and inclusive commitment to support and provide pay continuation for all associates during one of the most challenging times in recent history also aligned with the budding hallmarks of ABIDE.

The outrage, social unrest and calls for justice that intensified following the tragic death of George Floyd catalyzed the formal launch of ABIDE within Ascension. “We have a

shared responsibility and accountability, as individuals and as a ministry, to lead and model the changes we wish to see in our communities of valuing inclusion, justice and equity for all,” said Joe. “This will not be an easy journey, but it is one we must take together. We must all ensure that individuals are treated justly and respectfully with equal access to opportunities and resources. We must also provide an inclusive culture where our associates feel valued, appreciated and welcome to contribute fully to Ascension’s success and mission as they become agents for positive change in their communities.”

ABIDE was created to invite ongoing dialogue and thoughtful action to help uncover those things Ascension needs to leverage, review and reconsider in our policies, practices and ways of working to help eliminate what contributes to or perpetuates disparities and inequities so that we can create a more inclusive and diverse culture and workplace and realize our Model Community aspirations.

COMMITMENT TO LISTENING: A WAY OF SHOWING APPRECIATION

Ascension is committed to listening, praying, learning and acting to better understand the opportunities that this work of inclusion presents to us and the communities we serve. Listening to understand and acting thoughtfully in response to what we hear are powerful ways to show appreciation for each other. Our associates feel valued and respected when we acknowledge their stories and experiences and thank them for sharing.

SPECIFICALLY, ABIDE STANDS FOR:

APPRECIATION Appreciation occurs when individuals feel valued, recognized and understood.

BELONGINGNESS Belongingness is experienced when people feel welcome and accepted as part of something through connections with people, groups or communities, without judgment.

INCLUSIVITY Inclusivity is about acknowledging and inviting varying perspectives and identities and understanding how others’ experiences contribute to decision-making, collaboration and growth.

DIVERSITY Diversity is expressed in the intersection of not only our observable characteristics, but also in the essence of who we are on the inside, as unique individuals with distinct thoughts, beliefs, values, personalities, ideas, experiences, perspectives, dispositions and abilities.

EQUITY Equity is experienced when all individuals are treated fairly and barriers are eliminated so they can fully participate in a group or community.

OPERATIONALIZING ABIDE

A cross-functional core team of over two dozen Ascension associates and partners from across the ministry were tasked with bringing the ABIDE framework to life. The team represented various Ministry Markets and functions within Ascension and was organized around several key cornerstones:

LISTENING AND DIALOGUE Listening is a foundation of the ABIDE framework. The listening sessions group assessed the ministry’s current state through facilitated conversations. The team conducted more than 400 virtual listening sessions with nearly 7,700 associates.

Findings from the sessions indicated an opportunity for the national health ministry to continue training and expanding the number of diverse leaders, develop and implement unconscious bias and sensitivity training, create an inverted approach to decision-making, and ensure accountability at the leadership and associate levels for living out the ABIDE framework.

Based on learnings from the listening sessions, the ABIDE team set up Dialogue Sessions to understand Ascension’s current state at a deeper level in order to recommend informed action planning.

The team also evaluated nontraditional channels for the distribution and exchange of information. The group established the ABIDE Talkline, a place for associates to call in and share comments and questions. They worked to provide a veil of anonymity for feedback submitted through a dedicated Google website.

At the same time, a team documented diversity and inclusion work from across the ministry, highlighting best practices and identifying market-based needs for education and training.

ACTION PLANNING The ABIDE team conducted action planning around approaches for systemic change by establishing a project and implementation plan based on themes that emerged from the listening sessions. This work will also be informed by Dialogue Sessions that extend into 2021.

The team also identified markers of success, including completing a baseline pulsing survey to inform a measurement strategy. This work was also supported by the communication and education subteam that established an ABIDE microsite and executed a Global Diversity Awareness Month campaign. The campaign included a variety of educational resources, stories and opportunities about the ABIDE framework that were shared on a weekly basis to drive engagement and awareness of ABIDE.

INTEGRATION OF ABIDE ACROSS ASCENSION Associates from across Ascension have embraced the hallmarks of ABIDE and demonstrate them in their day-to-day interactions and work.

Personal reflections and stories are being shared during meetings as colleagues become more trusting and vulnerable with each other. Leaders are starting to understand that real inclusion comes about when everyone on the team can articulate the ‘’why” of a decision or action.

Patient-related policies are being adjusted to account for social determinants of health or the less obvious needs of people with limited means who access healthcare. Diversity is understood as being more than a person’s physical aesthetic; it’s about their thoughts, values, beliefs — things that are uniquely them.

Associates affirm each other’s experiences, triumphs and challenges during meetings. Ascension is uniting around and demonstrating — as it always has — its core belief that every human being is created in the image of God.

“ABIDE can thrive only with the involvement and engagement of all. It’s important that we all feel valued and appreciated, believe that we belong here, and know that each of our voices can be heard and understood,” said Herb Vallier, Executive Vice President and Chief Human Resources Officer, Ascension.

SUSTAINABILITY To incorporate the ABIDE hallmarks into every aspect of Ascension’s environment, the initial ABIDE implementation

structure established during summer 2020 has transitioned to a governance and operational infrastructure.

This infrastructure provides the leadership and focused capabilities required to create and sustain an inclusive culture and diverse workforce. It also provides increased opportunities for all associates to participate in ABIDE-related activities across the ministry and serve in ABIDE-related leadership roles.

The ABIDE leadership infrastructure includes:

The Ascension Board of Directors Inclusion and Diversity Committee — to engage the Board and provide oversight and assistance to management in creating and sustaining an inclusive culture and diverse workforce.

Ascension President and CEO Joseph R. Impicciche serves as Ascension’s Chief Inclusion and Diversity Officer, charged with establishing the direction of ABIDE with goals that foster a culture of inclusion. With this added responsibility for the CEO, Ascension is prioritizing ABIDE and its System-wide work of sustainable transformation by making it one of the chief executive’s top priorities and responsibilities.

The Ascension Leadership Team (ALT) enables the vision for ABIDE and provides oversight for incorporating inclusion and diversity priorities into operating and strategic priorities.

The ABIDE Executive Advisory Council (consisting of six members of ALT) champions and sets the vision for ABIDE, is involved in decision-making, participates in programming, provides resources, and shares accountability for achieving goals related to diversity, inclusion and equity.

The National ABIDE Council, previously known as the ABIDE Leadership and Core Teams, which guide and collaborate with Ministry Market, Ministry-wide Function and subsidiary ABIDE Councils, is supported by and reports to the ABIDE Executive Advisory Council.

WHAT’S NEXT?

The future of ABIDE is built upon a renewed focus on its hallmarks. The National ABIDE Council will continue work in the areas of communications, ongoing listening and dialogue, advocacy, community engagement, alternative listening platforms, review of best practices, action planning, training and education, and sustainability. The local ABIDE Councils, with the support of executive leadership and the National ABIDE Council, will help to support and sustain this work while fostering allyship among associates and allowing them an opportunity to better understand and get to know each other — a collective effort that is key in moving the ministry forward.

While the councils will provide the official structure, the core of the framework lives in the hearts and minds of associates.

“This transformative work is never-ending and begins with leadership commitment through words and actions — not solely through major initiatives, but also, and most importantly, in our day-to-day interactions with each other as we seek to live and practice the interconnected hallmarks of our ABIDE framework,” said Timm Glover, Executive Vice President and Chief Mission Integration Officer.

HOW TO GET INVOLVED

There are many ways to get involved with ABIDE. Talk to your manager about the ABIDE Councils and eligibility criteria. Share your story or provide feedback using the following channels: ABIDE LISTENING FORM: Use the Live Google Form located on the ABIDE microsite to share an experience or story anonymously. ABIDE TALKLINE: Call a toll-free number (833-979-2949), available 24/7, and record your story anonymously. ABIDE CONTACT FORM: Located on the ABIDE microsite, use the contact form to ask a question or share a comment about ABIDE. ABIDE EMAIL INBOX: Email your comment, question, experience or story to ABIDE@ascension.org. ABIDE MICROSITE: Review the resources and have conversations with your peers and team members at sites.google.com/ascension.org/abide/home.