The Limina Podcast

Episode 7 - Service Design with Thomas Wilson

Aug 28, 2023

Thomas Wilson, an award-winning creative director, UX designer, and service designer, discusses service design, challenges in digitization projects, cultural aspects of digital transformation in healthcare, predictions for the future of design and AI, and the impact of 'Thank You for Being Late' by Thomas Friedman.

49:27

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Episode guests

Thomas Wilson

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Service design connects user researchers and UX designers with broader ecosystems for operationalizing customer experiences.

Service designers in healthcare face challenges in navigating political, territorial, and cultural obstacles for meaningful transformation.

Prioritizing human-centered design and service-oriented thinking is crucial for creating desirable customer experiences.

Deep dives

The Rise of Service Design in Digital Transformation

Service design plays a critical role in connecting user researchers and UX designers with the broader ecosystems that support and operationalize customer experiences through service design.

Introduction

6min

The Common Career Trajectory and Importance of Understanding Roles in Design

6min

Experiences and challenges during the digitization era

4min

Challenges and Cultural Aspects of Digital Transformation in Healthcare

25min

Predictions for the Future of Design and AI

5min

Exploring the Impact of 'Thank You for Being Late'

4min

In this episode, we speak with Thomas Wilson who plays a critical role in tying the work of user researchers and UX designers, who products and services more deeply into the customer's lives, with the broader ecosystems to support and operationalize those experiences through service design.

He has been an award-winning creative director, UX designer, and service designer for over 25 years. He's been recognized in Forbes Magazine, Best of Web, and twice in the 500. His work with Venture Design. He's moved the needle at 52 Startups and Has worked for companies like NASA, JWT, AIG, Kroger, Amazon Web Services, and 11 of the largest healthcare systems like Blue Cross Blue Shield.

At UnitedHealthcare, he leads the design community of practice and hosts the Friday Design Hour showcasing research, innovation, and design for the largest healthcare company in the world.

Linkedin: https://www.linkedin.com/in/thomasianwilson/

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