A Successful Transformation Journey puts the User at the Centre of the Design Process

User involvement in a transformation journey is crucial. Gold Coast Health has brought new technology into their health system, allowing their clinicians to purchase products and consume services in a different way.

To make this technology work, they prioritised putting the user at the centre by involving them in the design process. Clinicians, nurses, doctors, and allied health staff at all levels provided input on the solution’s design, features, information flow, and connectivity. By getting users involved, they were able to unlock the equation of experience, adoption, and outcomes.

According to Sandip Kumar, (Executive Director, Strategy, Transformation, Major Capital and Digital Gold Coast Hospital and Health Service), Gold Coast Health also values customisation and tailors the solution to different specialties in the organisation. They use modular structures and technology to ensure consistency while allowing for customisation and product development.

Gold Coast Health has created digital ambassadors who champion and promote…