31 March 2009

Experience based design at the UK’s National Health Service

Be the first to share

Experience based design at the NHS
Yesterday I was in Lille, France, to speak at a small conference on service design organised by Philippe Picaud, the highly dynamic design director of Oxylane-Decathlon.

Decathlon is an international private sports retailer that many may know, since it is active in fifteen countries. Oxylane is the new group name that captures also all the brands sold in the Decathlon stores, and thereby gathers the entire production chain: from R&D, to design, to production and logistics, to sales.

During her presentation, Jennie Winhall of the UK consultancy Participle casually mentioned that the UK’s National Health Service has now decided to base its entire innovation process on a service design approach.

So I delved into the matter, and found a wealth of information:

Experienced based design (ebd) is an exciting new way of bringing patients and staff together to share the role of improving care and re-designing services. It is being developed by the NHS Institute for Innovation and Improvement as a way of helping frontline NHS teams make the improvements their patients really want.

While leading global companies have used similar approaches for years, the ebd approach is very new for the NHS. Where it has been used in the health service, it is having amazing results – delivering the sort of care pathways that leave patients feeling safer, happier and more valued, and making staff feel more positive, rewarded and empowered.

The October 2008 issue of the NHS “In View” magazine has more background:

Engage Patients in service design – don’t be afraid to ask
In his report, High Quality Care for All, Lord Darzi defines quality in service as: “clinically effective, personal and safe.” Personal is the word that stands out. Darzi is saying that services must be orientated around individuals; services must be fit for everyone’s needs. […]
What is needed is a new way of thinking about services that starts with the individual not the organisation. We call this Service Thinking.

Innovation through co-creation
C K Prahalad, the Paul and Ruth McCracken Distinguished University Professor of Strategy at the Ross School of business at the University of Michigan, is “the most influential living business thinker in the world” according to global guru ranking, the Thinkers 50, published by The Times.
Des Dearlove talked to Prahalad about his latest thinking and how it applies to the NHS and public health.

Innovation Labs – The writing’s on the wall
Using the experiences of the Royal Mail and other organisations, Steve Coomber looks at how the unconventional environment of an innovation lab can generate an atmosphere conducive to creating ideas.

Other resources:
Master class presentation
Introductory booklet and DVD
Guidance and tools book
Experience questionnaire
Poster
Information leaflet

Be the first to share
30 January 2017
Future of Healthcare Provision: Opportunities for Patient Engagement
Future Agenda, a non-for-profit UK-based foresight initiative, has just published a new 38-page paper entitled Future of Healthcare Provision: Opportunities for Patient Engagement. Many believe the healthcare sector is ripe for a digital transformation. The escalating …
26 January 2017
New toolkit to create digital government services
The UK's Government Digital Service has launched a service toolkit that aims to be a one stop shop for service design resources (reports PublicTechnology). The toolkit is a single page on GOV.UK that provides links to …
25 January 2017
[OECD Report] Use of Behavioural Insights in Consumer Policy
Use of Behavioural Insights in Consumer Policy OECD 20 Jan 2017 48 pages Over the past decade, behavioural insights have helped make consumer policies more evidence-based and effective. This report examines how behavioural insights have been used by …
19 January 2017
Anthropologist Sally Applin on the automation of qualitative methods
Anthropology and its methodologies cannot easily be automated. However, both design and engineering based organizations are attempting it. Anthropologist Sally A. Applin argues that this is based in part on historic legacy systems, a misunderstanding …
19 January 2017
Don Norman on what Apple, Google and Tesla get wrong
Don Norman is a technological optimist. The author of The Design of Everyday Things and head of UC San Diego's Design Lab believes that artificial intelligence might only take the worst parts of our jobs, …
19 January 2017
[Report] Consuming Differently, Consuming Sustainably: Behavioural Insights for Policymaking
The objective of this report, published by the United Nations Environment Programme (UNEP) is to shed light on opportunities to strengthen the effectiveness of policies for sustainable consumption in both developed and developing countries. The …
19 January 2017
[Report] Behavioural Insights at the United Nations – Achieving Agenda 2030
In 2016, the UNDP Innovation Facility collaborated with the newly engaged UN Behavioural Science Advisor to work on behaviorally-informed design with 8 UNDP Country Offices in all 5 regions: Bangladesh, Cameroon, China, Ecuador, Jordan, Moldova, …
15 January 2017
Putting the “intelligent” machine in its place
It's rare for a data scientist to be so reflective and critical on the limitations (and therefore the real opportunities) of their discipline, as Katherine Bailey has managed in a short article on Techcrunch. Recent …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

12 January 2017
Experientia’s CITYOPT project awarded prestigious French award for its sustainable development design

Following the 2016 Smart Innovation Award at “FIMBACTE Trophées du Cadre de vie”, the CITYOPT project has once again been recognized, this time in the prestigious French design competition: “Observeur du Design 2017”, in the Service Design category. In June 2016, CITYOPT won the first stage of the Observeur du Design. Now the project has […]

1 December 2016
More on upcoming conference on design & sustainable innovation for smart cities

Last month Putting People First announced the upcoming conference on design & sustainable innovation for smart cities in Nice France. Meanwhile we are pleased to announce the full event agenda (see below). This event will feature professionals from leading research institutes and industry gathering to present key initiatives which combine Energy Efficiency and Service Design […]

29 October 2016
Upcoming conference on design & sustainable innovation for smart cities

Invitation to the International Conference on Design & Sustainable Innovation for SmartCities Nice (France) 8 December 2016 On the 8th December 2016, the CITYOPT project will host an international conference on Design and sustainable innovation for SmartCities, at the Centre Universitaire Méditerranéen, France. An open invitation to attend is offered to people and organisations who […]

28 October 2016
Experientia’s President, Michele Visciòla, panel judge for MacArthur Foundation’s “100&Change” competition

The 100&Change is an international competition and a landmark opportunity for thinkers and designers to tackle critical challenges affecting the world. Michele Visciòla will be one of the panel of expert judges who will select which project is worthy of the $100 million grant. 100&Change is the MacArthur Foundation competition – launched this year for […]

5 September 2016
Great engine, but the fuel seems poor. Discussing insight development in corporate marketing

The September issue of the Harvard Business Review (HBR) contains a lengthy essay, entitled Building an Insights Engine, on how Unilever has created the organizational capabilities to “transform data into insights about consumers’ motivations and to turn those insights into strategy.” The article was written by Frank van den Driest and Keith Weed of a […]

29 August 2016
Experientia discussing ethnography and patient-centricity at EPIC 2016

This week Experientia joins our colleagues and peers in Minneapolis at EPIC 2016, the premier international gathering on ethnography and design in industry. The theme for the conference this year is Pathmaking, emphasizing the power of ethnography to create transformative innovation, growth and strategic success for companies, industries and communities. On the second day of […]

See all articles