Service Design Show
Navigating Change and Building Impact / Inside Service Design / Ep. #01
Apr 17, 2025
Shelby Bower, the first UX professional at Rush Health Systems, discusses her pioneering role in enhancing digital transformation in healthcare. Nicole Bennett, lead service designer at Lairdall, shares insights on translating health tech products for the US market. Together, they explore the messy realities of service design, the power of storytelling in fostering collaboration, and the critical importance of stakeholder relationships. Their personal anecdotes reveal the emotional challenges and rewarding moments in navigating the complex healthcare landscape.
01:03:50
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Quick takeaways
- Practical experience in service design is invaluable, as many professionals transition from other fields and discover their passion through hands-on roles.
- Effective service design relies heavily on collaboration and relationship-building within organizations, with a focus on co-creation rather than predefined solutions.
Deep dives
The Value of Real-World Experience in Service Design
In-house service design professionals emphasize the significance of practical experience over theoretical knowledge. Many of them have transitioned into service design from other fields, often discovering a passion for it through hands-on roles in healthcare and government. This experience allows them to better understand the complexities of service delivery and the unique challenges they face in their organizations. Ultimately, they highlight the need for continuous learning and growth, as real-world applications provide the most valuable insights.
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