100 Journeys: A methodology that designs pediatric experiences beyond the average

Pediatric healthcare spaces must reflect the genuine perspectives of kids and their families—which are often messy, emotional, and varied. Our 100 Journeys methodology is about designing beyond the “average.” By mapping these journeys and blending quantitative data with proven research and lived experience, we can shape environments to not just support the typical patient, but also those at the edges. The result: spaces that are safe, supportive, and empower the whole child. 

Averages can tell us a lot—they can show what works for many, what has been tested and where there is opportunity for improvement. But depending solely on a “one size fits most” approach can result in potentially impactful, untapped opportunities going unexplored. What may seem like an outlier experience may still create positive impacts for majority of users.  

This aligns with our core Experience Strategy philosophy—that people hold invaluable insights, perspectives and lived experiences that make new and reimagined spaces richer. The use of ethnography (the practice of facilitating direct conversation and observation) can uncover the needs, beliefs, fears and dreams of the consumers and communities that organizations are looking to serve. 

Children can offer a unique perspective, given they are experiencing so many things for the first time, and often do not have the influence of past opinions or events. Designing experiences for kids means no experience is average for them, particularly healthcare experiences. By using this 100 Journeys methodology, organizations can go beyond just having “average” patient satisfaction scores or middling clinician approval. Creating various meaningful journeys for all improves the experience for all. 

The 100 Journeys methodology is our approach to mapping the larger spectrum of pediatric and family experiences in healthcare environments. By exploring how different users respond under varying conditions—stress, time of day or circumstance—we can design environments that deliver supportive care for every child’s experience, not just the average experience. 

Understanding what is happening in the body and mind while moving through the environment is essential to creating designs that improve lives. Every child, parent, and caregiver process environments differently based on their lived experiences and current mood: what one child might perceive as calming, another might perceive as boring. The same child who feels reassured on a routine visit may become completely overwhelmed when the visit turns stressful. A parent, overwhelmed with the logistics of parking, getting the stroller, siblings and diaper bag out of the car while finding the right door for their appointment may be overstimulated and react to a chaotic lobby differently than a parent more familiar with the building.

Translating these responses into design strategies is hard. The experience of an environment is often “squishier” than hard metrics leaders use to guide strategy. But by translating emotions like stress, belonging and hope into data, prospective user journeys can be compared to make design decisions for the physical space.  

For executives, this means moving beyond anecdotes and into evidence-backed choices tied to organizational goals. Whether the goal is reducing wait time, improving staff retention, or enhancing the family experience, this emotions-to-data process asks: what matters most, what does the research say and how can we measure it?  

This translation helps because we know perceptions do not always match physiological signals. A parent may say signage is “clear enough” when asked about it, but their high pulse reveals elevated stress while navigating an emergency department. These discrepancies create opportunities. They highlight where innovation can set an organization apart, solving challenges that others overlook and raising the standard for patient and family experience.  

This is the power of the 100 Journeys methodology. By computationally mapping diverse user journeys under different conditions, we can model interventions, test alternatives and track outcomes. The resulting design is grounded in empathy and evidence, a future where pediatric healthcare environments do not just deliver care but advance universally positive experiences that can adapt to the unique emotions of children, parents and caregivers alike.

The 100 Journeys framework blends strategy, design and research to reveal the full spectrum of pediatric experiences. The power of this approach lies in designing for the edges. Often, the most transformative ideas come from journeys that might otherwise be overlooked—the last scenario most organizations would skip. Yet when we design for those minority experiences, the solutions often ripple outward, creating environments that are measurably better for the majority as well.