EPIC Odyssey | SuperUser Training
Transitioning healthcare teams to EPIC Systems is challenging—and critical.
Adopting new healthcare technologies often involves inconsistent training and limited post-launch support, causing delays, dissatisfaction, and reduced care quality for providers and patients alike.
The Challenge
How might we ensure smooth, consistent, and effective adoption of EPIC Systems across healthcare teams?
Healthcare providers frequently encounter inconsistent training, inadequate documentation, and insufficient post-launch support during transitions to EPIC Systems. These gaps can cause operational disruptions, leading to longer wait times, compromised care quality, and lower satisfaction for both staff and patients.
The Solution
How did we address the challenges of EPIC Systems transitions in healthcare?
We designed the EPIC Odyssey Training Program, a comprehensive initiative to equip SuperUsers—highly skilled staff leaders—with structured, practical training to support successful EPIC adoptions. Hosted at EPIC’s advanced campus, the program featured scenario-based role-playing, structured presentations, and expert consultations. Its tailored, three-tier Certification Suite ensured training relevance at every career stage, fostering confidence and consistency among healthcare providers.
By empowering professionals with clear documentation, thorough training, and ongoing support, EPIC Odyssey aimed to minimize transition disruptions, reduce errors, enhance care quality, and boost satisfaction for staff and patients alike.
Discovery & Framing
Embarking on the journey—delving into telehealth services, our team honed in on EPIC Systems, aiming to enhance employee training and change management.
Our team started the quarter with the broad task of picking a service to research, analyze, frame, ideate, and document. Starting with a focus on telehealth in general, we quickly settled on EPIC Systems with employee training and change management as our primary focus.
Leading up to midterms we completed a thorough foundation of research which culminated in developing an initial customer journey map, ecosystem map, and story board.
Ecosystem Mapping
Charting the landscape—crafting visual representations to illuminate the intricate relationships within EPIC Systems, guiding our strategic direction.
Testing & Revision
Engaging collaboratively—conducting a co-creation workshop that unveiled fresh insights, leading us to refine our customer journey map and service blueprint.
Following our midterm we prepared for a co-creation workshop. With the help of our class, we discovered new insights and oversights in our initial documentation and ideation
These new points from our co-creation workshop helped us develop a revised customer journey map and a service blueprint for the EPIC Odyssey portion of our recommendations.
Customer Journey Map & Service Blueprint
Final Documentation & Visit
Culminating our efforts—assembling a comprehensive white paper and presenting our findings at EPIC Systems’ headquarters, where our concepts were met with enthusiasm.
As the quarter was coming to a close we focused on creating a white paper as a culmination of the entire quarter’s work, encompassing our key findings and points to convey.
Following this our team had the opportunity to visit EPIC Systems headquarters in Verona, WI. While there we met with a change management project manager and a team member to share our findings. Our work was well received and they were receptive to many of our concepts.
