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 which means 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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Improving how people access, navigate and experience care from their first point of contact through hospital services and transitions back into the community.
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Designing more human and connected experiences across home care, supportive living, long-term care and aging in place.
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Working with women, providers and communities to create more equitable, responsive and connected services across every stage of life.
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Improving the experience of families, unpaid caregivers and the paid care workforce by designing better supports, services and systems around them.
J5 guided our healthcare team through a design process to ensure our space was welcoming for everyone.
— Jake Jennings, Executive Director Primary Care Alberta
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.
Assess Services
Using our Total Experience Framework, we engage patients, families, providers and operational teams to identify gaps, understand what is creating friction and establish clear priorities for improvement.
Design Services
From improving individual care journeys to developing new models of care, we help organizations turn insight into practical solutions that can be tested, refined and implemented.
Build Capacity
Through hands-on training, coaching and applied projects, teams learn how to engage people meaningfully, redesign services and sustain innovation across the organization.
Healthcare Case Studies
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Covenant Health
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Alberta Health Services
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Canadian Mental Health
See how service design makes healthcare more customer-centric.
Download our report to explore how service design helps healthcare organizations improve customer experiences and achieve better health outcomes.
