Summary
Healthcare in the United States often struggles to innovate in delivering optimal patient experiences across acute and non-acute settings. However, those service designers who work within large health systems get to experience first-hand on why it is extremely hard to implement changes in a singular or multi-level service interaction across healthcare touchpoints. In this case study, you will hear first hand learnings on how to influence the decision-making process of solutions that shape the patient and the clinician experience.
Key Insights
-
•
Healthcare design must prioritize patient safety above all, making timing and stability critical factors.
-
•
Design changes in healthcare can mean the difference between life and death, elevating the stakes for service designers.
-
•
Service design in healthcare requires multi-layered collaboration across infrastructure, leadership, clinical teams, and external regulations.
-
•
Carol identifies three strategic approaches to healthcare design: top down, sideways (cross-disciplinary allies), and across (middle management and frontline engagement).
-
•
Participating in meetings not led by design and actively listening can build trust and influence without direct leadership.
-
•
Using standardized patients (actors) in simulation sessions allows safe testing of healthcare interactions when real patient involvement is not feasible.
-
•
A framework of problems, goals, and tasks bridges clinical needs with technical development effectively, echoing CRM methodologies.
-
•
Design in healthcare is experimental; success depends on organizational appetite and positioning within the ecosystem for innovation.
-
•
Effective design respects existing workflows and legacy systems instead of assuming a blank slate.
-
•
Facilitating collaboration and incremental progress fosters meaningful change, avoiding overwhelming stakeholders with radical shifts.
Notable Quotes
"Safety is the number one priority in healthcare design because if the patient is not stable, nothing else matters."
"Any change we make in healthcare can mean the difference between life and death, so timing is everything."
"Designers are often perceived as high risk to the business, which conflicts with healthcare’s safety-first mindset."
"Being present in meetings not led by design and listening can be more powerful than leading every conversation."
"Over perfection is less effective than showing progress and building rapport with stakeholders."
"We dropped the word prototyping for simulation because it resonated better with clinicians and learning departments."
"Actors as standardized patients allow safe practice of healthcare scenarios when live environment testing is too risky."
"Design is not a blank slate; it is about respecting legacy and building on what was already done."
"Good trouble is part of our craft—it's about making the right amount of disruption to improve healthcare."
"If you come in wanting to change everything at once, you won't get the response needed to make your work meaningful."
Or choose a question:
More Videos
"An accessible product is not only the right thing to do, it’s also good for business."
Erin WeigelReal-world lessons to improve your conversion rates
June 26, 2024
"One in five of those people will have an accessibility need of some kind."
Phil HeskethDesigning Accessible Research Workflows
September 29, 2021
"We need to let go of perfectionism and favor efficiency when using AI in product work."
Shipra Kayan Robert Kortenoeven Eileen TangEmerging principles for using AI in Design: What the product design team at Miro has learned from deeply integrating AI in their workflow
June 11, 2025
"Most people listen to 250 words per minute; I often listen at 400 to 800 words per minute."
Sam ProulxDesigning For Screen Readers: Understanding the Mental Models and Techniques of Real Users
September 30, 2021
"We typically design for the perfect path. Do you design and plan and test for the unexpected path?"
Marc Majers Tony TurnerInterrupted UX - Add A Dose of Reality To Usability Testing
March 11, 2022
"Accessibility is a key component of user experience that has been neglected and requires specialists to close the gap."
Alexis LucioScaling Accessibility Through Design Systems
June 9, 2022
"Tools are great, but they do not solve all problems; training and understanding the why behind accessibility is essential."
Saara Kamppari-MillerDesignOps for Inclusive Design and Accessibility
May 26, 2022
"The introvert’s edge is that they research, plan, and have a strategy for meaningful conversations."
Dave Hoffer Joanne WeaverUX Job Search AMA #2 with Joanne Weaver and Dave Hoffer
May 21, 2025
"Concept testing is almost like a mini workshop focusing on the value and benefits of that method."
Dr. Jamika D. BurgeTheme 3 Intro
March 11, 2022
