HEALTHCARE
Project One Title: Healthcare Systems Design
NHS Digital · 2026 · Lead Service Designer
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Goal
Insights
Identifying breakthrough opportunity areas and defining future-state concepts. We aligned cross-functional teams around a unified vision for a seamless experience.
Fragmented departmental handoffs led to a significant measurable increase in service delivery time.
Defining clear project objectives and aligning stakeholder expectations. We focused on identifying the core challenges in current service delivery and establishing measurable success criteria for the end-to-end design process.
Deep-dive qualitative research via ethnographic observations and stakeholder interviews. We mapped pain points across multiple touchpoints to understand the full user journey and organizational silos.
Research
Synthesizing findings into current-state blueprints and ecosystem maps. These frameworks highlighted critical gaps in communication and service handoffs that were previously invisible to management.
Frameworks
The final service model resulted in a streamlined, user-centric journey with significantly improved efficiency across the whole organization.
25%
Efficiency
12%
Reduction
Satisfaction
95%
Impact
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