Sectors & challenges

Healthcare & Wellbeing

From fragmented journeys to more connected and human care experiences.

I work with healthcare and wellbeing organisations to redesign how care is accessed, coordinated and experienced: from research with patients and professionals through to the conceptualisation, prototyping and validation of new services.

Sector challenges

CONTINUITY
Connect a fragmented system
Coordinate services, professionals, channels and moments so the patient journey retains context and continuity from access through to follow-up.
VULNERABILITY
Design for moments when everything is harder
Reduce burden and uncertainty with services and information that can be understood and used in situations of stress, pain, fear or dependency.
PROFESSIONALS
Return time and capacity to care
Design around real clinical workflows, reducing friction, duplication and tasks that compete with time devoted to patients.
ACCESS
Make care easier to reach and use
Connect digital and in-person channels and design accessible, inclusive experiences for different abilities, contexts and levels of health literacy.
PREVENTION
Move from episodes to continuous support
Create services that help anticipate needs, sustain habits and support people before, during and after a health issue.
TECHNOLOGY
Integrate innovation without disrupting care
Bring in digital health, data, interoperability and new AI capabilities where they improve decisions, coordination and experience, without adding unnecessary complexity.

How I can help

Understand how care is experienced

I research the experience of patients, carers and professionals to understand needs, behaviours, friction and decisions in their real context.

I combine customer and patient research, data and organisational knowledge to identify opportunities connecting experience with how the system works.

Redesign journeys and services

I work with patient journeys, care pathways and service blueprints to reveal breakdowns, dependencies and opportunities for coordination.

The aim is to design the experience end to end, not optimise isolated moments.

Design with the people who make care possible

I involve professionals and stakeholders to understand clinical workflows, operational constraints and the needs a solution must respect to work in practice.

Co-creation and facilitation help turn different perspectives into a shared direction.

Turn opportunities into tangible services

I transform learning into value propositions, service concepts and prototypes that make it possible to experience how a new service would work before it is developed.

I work on the relationship between people, channels, information, processes and technology, not interfaces alone.

Validate before implementation

I test concepts and experiences with users and stakeholders to assess understanding, usefulness, accessibility and fit with the real context.

The learning supports iteration and prioritisation, reducing uncertainty before development, implementation or scaling.

Capabilities

Strategic Design
Design Strategy
Service Design
Healthcare Service Design
Patient Experience
CX Strategy
Product & Service Strategy
Patient & HCP Research
UX Research
Care Pathway Design
End-to-End Patient Journey Mapping
Service Blueprinting
Clinical Workflow Analysis
Opportunity Framing
Value Proposition Design
Co-design
Concept Development
Service Prototyping
Usability Testing
Accessibility & Inclusive Design
Stakeholder Alignment
Cross-Functional Collaboration
Facilitation
Data-Informed Decision Making

What this work brings

Care journeys with greater continuity and fewer breakdowns.
More understandable, accessible services adapted to contexts of vulnerability.
Solutions that fit professionals’ everyday work more effectively.
Better coordination between people, channels, processes and technology.
Digital innovation integrated into the care experience rather than added as a separate layer.
Concepts tested before major investments are committed.
Greater alignment between patient, professional and organisational needs.
Less uncertainty when designing and evolving new healthcare and wellbeing services.