creativity consulting firm IDEO was called in to help a hospital improve its workflow, the consultants realized they would likely face loads of internal resistance to any changes they were to suggest. To get around this, IDEO created a video, shot from the perspective of a patient who goes to the emergency room with a leg fracture. The video goes through the check-in procedure and then features long stretches looking at the ceiling while little snippets of conversations are overheard. Every now and then, someone pokes their head into view and rattles something off before disappearing again. When the hospital staff saw the video, it was an eye opener for them because they had never paused to consider what the experience was really like for their patients. Instead of being reluctant to entertain new ideas for improvement, they became advocates for change which made IDEO’s work much easier.