Baylor Scott & White Health
Three chapters, each a different lens on the same question: what does it take to design healthcare that actually works for the people receiving it?
Two years is long enough to stop being a consultant and start being a colleague. It is more than enough time to get to know a lot of people and a lot of patients. The variety of work and people is one of the things I enjoy most about consulting, and BSWH has that in spades. It was long enough to understand the processes, the people, the politics that make the largest not-for-profit health system in Texas run; and the ones that hamper it.
During my time with them I covered three distinct bodies of work. I've split them into chapters because, while they share certain through threads, as all service design work does, the narrative diverges. The chapters will dive deep into the work, the challenges, the outcomes, and what I learned from them at the end of the day.
I just want to get help when I need it. I don't want to be botherin' you or you botherin' me. Patient interview, Heart Failure
Four products, one year, and the design organization that grew up building them.
Discovery, redirection, and the unglamorous work of getting healthcare right before you build it.
Returning in 2026 to ask what eight clinical programs add up to — and whether the answer is a platform.