Understanding Experience and Co-Designing Solutions

Co-design reflects a fundamental change in the traditional health professional-patient relationship. The co-design approach is based on partnership, values, and expertise of those delivering and those receiving care. This approach enables a wide range of people to contribute to solutions which will lead to improvements.

While relatively new to many health services, co-design is the ‘go to’ method for leading service organizations such as Starbucks, Ritz Carlton and many airlines. Some health organizations have been trail blazers and their use of co-design methods has resulted in improvements including higher quality clinical care across a range of conditions, reduction in adverse safety events, better use of preventative services such as screening and immunizations, and better experiences for those delivering and receiving care. Now is the time for everyone in health to consider co-design as their ‘go to’ method.



This program provides an overview of the co-design process and shares key insights and tools on considering co-design, engaging people, capturing and understanding experiences, co-designing solutions and demonstrating impact. Case study examples, group discussion, and small-group interactions will enable participants to utilize these concepts within their own practice.


  • Articulate the context, principles and process steps for co-design
  • Understand how to effectively engage with staff, patients and families to co-design healthcare services
  • Select and use tools to capture a deep understanding of  the actual experience of staff,  patients and families
  • Create an Experience Map
  • Explore a range of measures and analysis that can be deployed to demonstrate impact


Dr. Lynne Maher, Director of Innovation, Ko Awatea, Health System Innovation and Improvement, Counties Manukau Health, NZ