← Outer RimMISSION 06 · HEALTHCARE DELIVERY

Service design · Learning in public

Healthcare delivery

Health systems are being asked to care for more people with fewer staff, and more spending alone won't fix it. I'm teaching myself human-centred service design for healthcare, following the learning outcomes of a two-day executive course on transforming healthcare delivery models, and redesigning one real service as I go.

RoleSelf-study
Format6 modules · ~6 weeks
MethodsDouble Diamond, EBCD
StatusWeek 0

In progress. There are no findings yet. This page is a log: each module gets a write-up and its artefact when it's done.

Mission log

ModuleOutcomeArtefactStatus
0 · Pick a challengeOne real delivery problem I can observe and talk to people aboutChallenge briefIn progress
1 · Redesign vs repairTell a problem that needs a new model from one that needs a fixCurrent-state mapNext
2 · Innovation without wasteRun innovation with stage-gates and kill criteriaStakeholder mapPlanned
3 · Research with patientsInterviews, shadowing, journey maps, service blueprintsJourney map + blueprintPlanned
4 · Synthesis and experimentsInsights, "How might we", cheap service prototypesTwo concepts, one testPlanned
5 · AI in healthcareWhere AI helps clinicians, and the risksAI-assisted synthesisPlanned
6 · Sustainable deliveryDesign for scale and for the planetFinal redesignPlanned

Why a SaaS designer is doing this

At PriceLabs I design for professionals making high-stakes decisions with data, where the product has to earn trust before anyone acts on it. Clinicians and care teams work the same way, with far more at stake. Service design adds what screen design leaves out: the people, handovers and back-stage processes around the screen.

What I'm reading

  • Design Council, Framework for Innovation (the Double Diamond)
  • IHI, Model for Improvement and the Triple Aim
  • The Point of Care Foundation's Experience-Based Co-Design toolkit
  • Stickdorn et al., This Is Service Design Doing