Intermountain Healthcare

Intermountain made every innovation brief cover emotional and social jobs, not just function. Todd Dunn felt the emotional score of a sterile exam room when he was a patient. Intermountain then adopted Design for People, which unpacks all three job dimensions before any innovation brief is written.

The book uses this to make a wider point: most companies over-focus on the functional job and miss the rest. Its advice is to specify all three dimensions in every brief and to message the full progress customers get. The source gives no results for Intermountain itself.