Talk | Sparking Change and Inspiring Patients How do you become a service designer in an organisation that doesn’t support service design? Sarah Josefsberg had worked in the NHS for over ten years and now finally had the “perfect” role in which to use her service design skills. With her new service design superpowers she would finally be able to make a difference to the lives of cancer patients across the North and East of London, or would she? In this case study Sarah Josefsberg will explain how to use service design to spark change and empower patients where design thinking has no existing support. It also discusses the challenges and opportunities that working this way can bring to big organisations like the NHS.

1. Sparking Change and
Inspiring Patients
Sarah Josefsberg

2. DesignedbyRobbieBates

3. Empathy and lived
experience
Sparking Change and Inspiring Patients

4. Macmillan Patient Experience
and User Involvement Lead
Service Designer 🎩
Sparking Change and Inspiring Patients

5. System
Importance
How it works

6. IllustrationbyYanlinFeng

7. IllustrationbyYanlinFeng

8. IllustrationbyYanlinFeng

9. IllustrationbyYanlinFeng

10. System
Importance
Ideal State
Patient

11. Patient ‘X’ needs
to fit inside
The Undercover Service Designers
NHS Box

12. The Undercover Service Designers
...obviously [co-production] is a good
idea and we should certainly, I would
like to do it but I certainly couldn’t do
it right now...“
Insights from staff about user involvement
“

13. How might we support better
collaboration between staff
and cancer patients?
Sparking Change and Inspiring Patients

14. How can you create
a revolution from the
inside?
Sparking Change and Inspiring Patients

15. My secret
Weapon 💣
Sparking Change and Inspiring Patients

16. Emma
cancer patient + user researcher
= SUPERHERO
Sparking Change and Inspiring Patients

17. Reflections on
Journey mapping
experience
Sparking Change and Inspiring Patients

18. I began the workshops feeling overwhelmed and a bit
like an imposter...wondered what I was doing there!
I had no place acting like a co-facilitator of a meeting.
Speaking to Sarah about it and some of the issues I’ve
been having with the volunteering process and from the
other week with the map helped. “
Sparking Change and Inspiring Patients
“
Co-Production

19. Strategies that
worked 👍
Sparking Change and Inspiring Patients

20. The Undercover Service Designers
“...Sometimes we feel very separate. Getting our
opinions is great but then they go off somewhere
and we’re not a part of the discussions, we’re just
a point in the discussion“
Patients are
partners/ the boss

21. Bring patients
into the room!

22. Discovery
Workshop
Sparking Change and Inspiring Patients

23. Sparking Change and Inspiring Patients
https://patient-collab
oration-toolkit.square
space.com
#WithUsNotToUS

24. Patient X, Y, Z can all
fit… but maybe we
don’t need a box?
The Undercover Service Designers
NHS Box

25. Questions 🎤
Thank you to Emma for helping me with this talk, Ali Blake for
helping design slides, Frenny Fong for illustrating patient
involvement journey and everyone for listening!