THE BODY OF WORK
A career built around the human experience.
For more than a decade, Nicole Cable has contributed to the evolving conversation around Human Experience through executive leadership, transformation, published commentary, speaking, teaching, policy and quality measurement, and service to professional communities.
Practiced. Published. Taught. Cited. Trusted to lead.
Built & Transformed
Office of Human Experience (OHX) | Founded 2018
Nicole’s historical materials document the Office of Human Experience within InnovaCare Health, created to ensure the human experience of healthcare remained a top priority across the InnovaCare Health family of companies.
OHX defined Human Experience as including patients, members, friends and family members, employees and providers. Its charter: serve as a resource for best practices, education, assessment and strategy; strengthen engagement and resilience by supporting employee experience; and capture the best of the organization’s work to fuel continuous improvement and innovation.
Source: original OHX strategy presentation, Nicole Cable, Corporate Chief Experience Officer, InnovaCare Health (October 21, 2020).
The OHX Strategy Compass
The compass is an example of Nicole translating Human Experience philosophy into an operational enterprise model. In the original materials, it was developed to communicate the strategy clearly and consistently, with patients, members, family members, employees and providers at its center and four connected directions around them:
- Infrastructure — Vision & Strategy
- Patients & Members — Care & Connection
- Employees & Providers — Culture & Development
- Accountability — Insight & Reputation
Historical artifact shown as originally presented, InnovaCare Health, 2020.
From Philosophy to Operating Model
The OHX one-page overview connected the four compass directions to the areas OHX directly impacted — our people, our processes, and our places & products — and to patient & member and employee & provider experience, perception and retention. Results were framed as outcomes, reputation, revenue and growth, all grounded in InnovaCare’s leadership, mission, vision, values and True North.
The strategy was built in three phases: assess, listen & learn (leadership, patient and family interviews; employee and provider focus groups; metrics; observation); align on goals (town halls and leadership workshops); and craft the roadmap & equip leaders (a tactics one-pager, an Experience & Engagement Scorecard, a Leadership Launch Toolkit and training resources).
“The process to get to a strategy is equally important as the strategy—don’t take shortcuts.” — Nicole Cable, 2020