Healthcare
The clinical work is excellent, but the experience is not.
Despite healthcare professionals providing exceptional clinical care, fragmented systems, complex processes and poor communication are making the experience difficult for patients, families and care teams.
The problem we solve
Healthcare systems are under growing pressure to improve patient experiences and health outcomes while supporting an increasingly strained workforce.
46% of Canadian physicians report burnout
Service design reduces unnecessary administrative and operational friction, giving care teams more capacity to focus on patients.
Only 57% of patients feel involved in their care
Disconnected services and unclear communication make care harder to navigate. Service design creates more understandable and responsive patient experiences.
Only 50% of patients follow long-term treatments
Services designed around real needs and behaviours are easier to understand, adopt and use - supporting better health outcomes.
Areas of expertise
Our healthcare expertise has been shaped through years of working alongside patients, families, caregivers, providers and health system leaders.
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Design more coordinated, accessible and compassionate services that help older adults live well and navigate care as their needs evolve.
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Improve access, experiences and outcomes by designing healthcare services around the diverse needs of women across every stage of life.
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Design better services, resources and supports for the family members, friends and professional caregivers who provide essential care to patients at home and across healthcare settings.
What we do
We work alongside patients, clinicians, leaders, and care teams to understand the complete care journey, identify barriers and opportunities, and redesign experiences that improve access, communication, coordination, and continuity of care.
Community
Engagement
Engage patients, families, caregivers, providers and communities to ensure healthcare decisions reflect their needs, experiences and priorities.
Service Design
and Innovation
Bring people with lived experience together with healthcare teams to design and test better services, experiences and ways of delivering care.
Innovation Training and Capability Building
Equip healthcare teams with the skills, tools and confidence to develop new ideas, improve services and lead meaningful change from within.
“J5 guided our healthcare team through a process to ensure our space was welcoming for everyone.”
Jake Jennings
Executive Director Primary Care Alberta
Recent Projects
Gordie Howe Foundation
Digital Transformation
University of Calgary
Strategy & Planning
Covenant Health
Customer Experience
See how service design makes healthcare more customer-centric.
Download our report to explore how service design helps healthcare organizations better understand the people they serve, improve customer experiences and design more responsive, human-centred services.
Which part of your care journey is hardest now?
Download our report to explore the business impact of putting people at the centre of transformation.