Transforming insights into a blueprint for the future of healthcare

As part of Project RAD (Re-imagining Ambulatory Design), HDR partnered with Kaiser Permanente on a multi-year engagement to rethink how outpatient care could be delivered—shifting the focus from facilities to patient experience and affordability. The resulting publication documented extensive ethnographic research, insights from over 1,050 frontline staff, and collaborative ideation that shaped a unified vision for the future of care delivery. Designed as both a reference and storytelling tool, the book distilled complex findings into clear frameworks, strategies, and patient-experience models, providing Kaiser Permanente with a blueprint for innovation that continues to influence how care is imagined and delivered.