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live|work at NHS Innovation Expo 2009
Service Design informing NHS Innovation
The NHS hosted their first Innovation Expo on 18th-19th June, with almost 5,000 visitors attending the event it bought people and businesses from the NHS and social care together with public, private, scientific, academic and voluntary sectors.
live|work were invited by the NHS Institute for Innovation & Improvement to share our work with delegates and run collaborative workshops in the design zone.
This collaboration builds on work that we have been doing with the NHS Institute for Innovation & Improvement employing Service Design in the NHS as part of the Institute’s focus on patient experience and service innovation.
This work was recently covered in the Sunday Times where Lynne Maher, Head of Innovation Practice at the NHS Institute talked about how they have used Service Design within the NHS:
“Innovation is rarely about big, dramatic or expensive changes,” continues Lynne Maher, “rather, it’s about thinking differently – thinking about established things in new ways, and about new things in an open way. At its simplest, we see it simply as moving to- wards ‘new ways to do things’.” While seeking out new ways of doing things, Maher and her team have drawn upon the knowledge and skills of specialist service designers and have adapted these for the NHS. Experience-based service design is an approach used to better understand the sequence of events through which staff and patients progress each day or through each course of treatment, accommodating and reconciling emotional, practical, clinical and managerial needs as much as possible. “What experience-based design enables is improvements in comfort, dignity, and safety for patients at all stages of their interaction with the NHS,” explains Maher. “It can also support staff by smoothing their working day and removing obstacles which are preventing them from administering care.
Full article by Joanna Bawa in the Sunday Times, Business First, 12th of July 2009
Improving the online customer experience
live|work’s service innovation project with Itaú, one of Brazil’s largest banks, is featured in publication ‘Exame’.
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