The undercover service designer: bringing service design to a traditional NHS role

Session type:

Case Study

Presented by:

Sarah Josefsberg

NHS

Emma McAuley

Session duration:

45 minutes

About the session

This case study discusses the implications of doing service design while working in a non-service design role and the challenges and opportunities this brings. You will learn:
- how to harness the voice of the user and focus that energy like a laser beam
- how participatory service design helps people think differently and creates space for co-design in a bureaucratic environment
- how to be an effective shield for creative thinkers, creating space for possibility.

Conference Themes: Health

About the speaker(s)

Sarah Josefsberg

Working closely with community and third sector organisations, Sarah has worked for 15 years within the NHS as a service development lead, and most recently worked as the Patient Experience and User Involvement Lead for the North Central and East London Cancer Alliance as part of NHS cancer service improvement.
She has extensive experience of providing facilitation training to teams around growing impact and theories of change. Her most recent experience has involved developing co-design workshops with staff and cancer patients to ensure a shared vision exists for the improvement of cancer services.
Her current work involves leading methodology development around systems change and driving new ways of working across NHS trusts, leading on design thinking around innovation for future development and programme delivery.

JosefsbergSarah

Emma McAuley

Emma began blogging, after being diagnosed with breast cancer at 24, under the title ‘delightfully depressing’. She uses her own style of ‘malignant humour’ to discuss some of the issue around young adult cancer such as body image, relationships, mental health and life after cancer.

This year has seen her continue this work by speaking to the national press about how a Coppafeel Shower Sticker saved her life, becoming a Trekstock Young Adult Ambassador and starting a Patient Representative Volunteer role at the UCLH Macmillan Cancer Centre.

The first project she co-facilitated used journey mapping to get meaningful feedback from Teens and Young Adults with/after cancer. Emma lives in East London with her dog, Prudie. She enjoys attending drag shows and reading. Check your boobs!