The CVS Careside project was a delicate because the stakeholders created this program by themselves, and it was their baby.

However, they designed it from a business / operational POV, not from a patient POV. We needed to tell them to redesign it without crushing their spirits / bull dozing their work. To combat this, we did alot of research and presented it in a way that was collaborative vs controlling. We asked for their ideas to improve, and then presented ours. We laid everything out by "what's working well" "what's not" "recommendations" "how to implement recommednations" for easy comprehension that gave room for discussion. We asked them to rank the options from highest to lowest to get their input every step of the way. We pre-sorted everything into most difficult, highest impact to easy, lowest impact. It was a success and they signed onto our top recommendations.