Building UX maturity at CHUV to help teams work better

In a hospital, digital tools directly affect team coordination, cognitive load, and ultimately the quality of care. CHUV asked Telono to structure a UX maturity approach tailored to the hospital context - with a progressive, measurable, and actionable model that puts clinicians and staff back at the centre.

Client

Sector

Healthcare

Services

No items found.

Our Approach

UX enablement to anchor a human-centred mindset

We started by training the IT team, making the benefits of a human-centred approach tangible in a hospital environment: better understanding of frontline needs, fewer friction points, stronger adoption, and improved operational efficiency. The goal was to align teams on shared principles before formalising a model.

Benchmarking to adapt - not copy-paste

Rather than starting from scratch, we reviewed and compared existing UX maturity models to identify what works, where they fall short, and what needed adapting to the reality of hospital day-to-day. This ensured the approach stayed practical - not theoretical or disconnected from field constraints.

A maturity model only creates value if it supports decisions: where to act first, and how to progress without adding organisational overhead.

A CHUV-tailored maturity model that makes progress visible

Building on these inputs, Telono designed a UX maturity model structured into clear progression stages, specifically adapted to CHUV. It relies on five measurable pillars to make progress visible, steerable, and actionable - with concrete markers instead of abstract “UX” promises.

Measuring and steering over time

To embed the approach, Telono set up a tracking mechanism including a measurement tool and an operational questionnaire. The aim: give CHUV a simple way to monitor progress, identify priorities, and decide next steps - keeping momentum visible over time.