Can you embed service design within a charity?

A 60 minute Case Study by:

Louise Mushet

Macmillan Cancer Support

Nicola Marti

Macmillan Cancer Support

About this Case Study

The Innovation & Strategic Partnerships team within Macmillan Cancer Support has worked for the past 4 years to bring service design methods and innovation into one of the UK's largest cancer charities. For us, this has been through the Double Diamond process, which we are tweaking with a variety of our internal teams to best suit the way Macmillan works.

We are currently testing this process with a few projects and this is helping us to iterate and navigate the complexities of innovating within the healthcare sector. With one of our main delivery partners being the NHS, we are working to include our stakeholders as partners in the design process, while ensuring people affected by cancer are always at the centre of what we do. Advocating change within one of the oldest and largest charities is no easy feat, so we want to share our story with you around the approach we have begun to implement, how it has changed, the challenges we have faced and the lessons we have learned along the way.

About the Speakers

Louise Mushet

Louise is an innovation consultant at Macmillan Cancer Support, where she is working in a team responsible for integrating and spreading the design process across the organisation. This involves breaking down and redesigning the design process in a way that's understandable to non-designers, yet still demonstrates the value this will ultimately bring to people affected by cancer.

Her multi-disciplinary design background has led her across Glasgow, Milan, Paris and London where she explored the fields of service, product, graphic and exhibition design. She has previously worked as a service designer within the public sector for Skills Development Scotland, and as a strategic designer for design consultancy Plan.

Louise obtained a Master of European Design from the Glasgow School of Art.

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Nicola Marti

Nicola is an innovation consultant at Macmillan Cancer Support, where she is working in a team responsible for integrating and spreading the design process across the organisation. This approach means that she often balances the doing and training of service design methodologies, helping to empower others to use the tools and practices as well as ensuring that people affected by cancer are at the heart of Macmillan.

Prior to Macmillan Cancer Support, Nicola spent several years at EY-Seren (previously Seren) as a service designer and user researcher working across various industries. Nicola was awarded a Young Digital Leader Award in the category of Service Designer of the Year in 2016.

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