Designing inclusive healthcare services

There is currently a toxic rhetoric in the press that is largely based on misinformation. This is a harmful narrative which is making life really difficult for the trans community especially. We’ll be tabling a factual argument for why it’s important, regardless of your views, to design inclusive healthcare services. We’ll be sharing personal stories, case studies and best practice while demonstrating the clinical risk of not doing this work.

Modernising digital cognitive assessments by creating a design system

Cambridge Cognition is a leader in digital neuroscience, with over 15 years of experience. Our technology has been used in over 2500 clinical studies and cited in more than 100,000 papers worldwide. Our cognitive assessments span multiple areas of cognition, including working memory, social cognition and attention, and are used in both clinical and academic studies. Case study of a modern approach to improving UX in healthcare

Beyond Basics: How the Digital Twin Model Can Transform Patients’ Digital Experience

The “Digital Twin” model is a rapidly growing area of enterprise investment, with Gartner predicting a two-digit growth rate until 2031. It also brings numerous opportunities to improve the digital experience for patients and physicians alike. My presentation will provide actionable insights into the influence of the “Digital Twin” model on healthcare app testing and development, why it matters, and best practices to make implementation as seamless as possible. It will also cover a real-world case study about how a U.S. health system maximizes its value to redefine the patient experience in the digital era.


Based on industry health cases, these methodologies help organisations integrate service design into their agile production work and maximise cross-team collaboration and learning.

How Service Design is helping to eliminate Hepatitis C

In this talk, I’ll demonstrate how Nuom was chosen to work with NHS England (and partners) in taking a patient-centred design approach to solving a population-level healthcare problem, where we uncovered critical insights that would help to create a much more effective service design.

Techniques highlighted during the talk will include:

  • Research Methodology – inclusive design approach, with focus on both users and healthcare professionals (as proxy to enhanced insight)

  • Service Blueprinting – to ensure a whole service journey is considered

  • Challenging Assumption – using evidenced-based influence to build the right thing

  • Rapid Prototyping – iterative, mobile-first, muti-lingual design, all in accordance with strict NHS style guide

Miro interactions = Macro consequences : How excessive interactions and missing service elements can impact Patient Pathways and Service Timelines

Although the pandemic accelerated digital healthcare services there are still big gaps to utilising the right technology and using well designed systems in healthcare.
Problems with the lack of interoperable systems, no unified view of patient records (duplicated records/summary records) causes serious issues and delays in patient diagnosis and treatment.
The healthcare system (both NHS and Private) now has a vast backlog of patients waiting for diagnosis and treatments. 
To address these challenges, it is important to consider the principles outlined by the Care Quality Commission (CQC) in their evaluation of healthcare providers.

The Good, The Bad & The Ugly – Usability Lessons From National Healthcare Apps

Danny will shine a light on the impact of digitalisation on public health services, specifically through the lens of delivering great user experiences and better patient care with healthcare apps.

Can Lean UX approach change how healthcare products are build for the better?

In this talk, we will explore using modern Lean UX techniques to create better, safer and more user-friendly tools for clinicians. While working on a project to build a workflow tool for managing patient requests at scale in primary and secondary care institutions, we saw first-hand how little UX is prioritised and leveraged in a clinical environment and how much opportunity exists to bring value to healthcare with great design. We will delve into the design and development process of the product, highlighting key user research principles that led us to the insights that informed our design decisions.

Building an all-inclusive digital health implementation approach in low and middle-income countries

Digital health implementation in low and middle-income countries (LMICs) requires an all-inclusive user experience approach to ensure that digital health solutions are accessible and usable by all stakeholders. An all-inclusive user experience approach involves designing digital health solutions that meet the needs of diverse users, including patients, healthcare providers, and policymakers, regardless of their literacy level, language, or cultural background. Based on some findings from his PHD thesis, Reuben will present strategies to apply an all-inclusive user experience towards digital health implementation in LMICs.