Design deliverables aim to improve human lives in some way, and thus we continuously seek to deeply understand those that use our healthcare services/products to ensure we add value for them. User Research is key to grow this empathy that can then be used to create and adapt our healthcare products/services to meet their evolving needs and contexts. These research-driven solutions can become key drivers of successful business outcomes and therefore one may assume that user research would be engrained in the development of every healthcare product/service, but this is not always the case. As many User Researchers and UX designers know, it can be a constant battle to push for patient-centricity and get buy-in from stakeholders for user research. Join me as I share the challenges faced and lessons learnt along the way growing the research maturity within our organization.