On the TechTO stage ×1
First seen on the TechTO stage in 2017. Every talk is searchable — ask the archive about Mike ↗
In their words
Service design is the end-to-end research, planning and design of people, infrastructure and communication materials, in order to improve the quality and interactions between healthcare providers and their patients.
We all live with smartphones and great user experience day to day, and then you walk into the hospital and you're working with technology that feels like it's 30 years old.
We need to create products and services that integrate not only on the patient side but also on the clinical side, and a third layer — all the supporting structures beneath.
Around the web ×1
Quick answers
What does Mike Lovas do?
He directs design and innovation for Cancer Digital Intelligence at University Health Network, Canada's largest hospital network, working on digital tools for cancer patients and their care teams.
What is Healthcare Human Factors?
A healthcare-specific design and human-factors testing consultancy embedded inside UHN — its offices are a couple of floors above the emergency department. Lovas was its design director when he spoke at HealthTO.
What was his argument at HealthTO?
That health products aimed only at the patient tend to fail. He argued for service design — treating the patient journey, the clinical side and the supporting structures as one designed system rather than an ad hoc one.