Evelina Children’s Hospital was the first new children’s hospital to be built in London in more than a century. The hospital was designed with a goal of “making a hospital that didn’t feel like a hospital.” Accomplishing this required hospital designers and staff to create a patient experience that included touchpoints fostering a sense of inspiration and wonder – in addition to healing – for children throughout their stay.
Perhaps the most remarkable touch point of all comes from an unexpected source: the hospital window washers. As part of their contract, Evelina requires that hospital window washers dress up as superheroes while cleaning the hospital windows. Bedridden, sick children delight in seeing Superman, Spiderman and Batman dagling just beyondf the glass. The window washers report the superhero visits to Evelina are the highlight of their week.
Touchpoints matter. To your customers. To your staff. To your brand.