Background & Business Problem Austin Regional Clinic (“ARC”) is a multi-specialty medical group with 23 clinic locations and over 1 million annual outpatient visits. Administrators receive fewer than 100 staff-generated reports of errors and safety incidents per year. According to published studies, incidents occur in approximately 2% of all non-hospital patient encounters. …

I am a clinical nurse with over 15 years’ experience in informatics, human-centered design, and quality improvement. Patient care… health technology… process improvement… How do we get from there to design research? Easy: Just imagine the nursing empathy gene, but repackaged for organizational problem solving and exploring user needs. I’m “aggressively collaborative.” I listen. I ask questions. And then I listen some more.