Systems & Service Design

Services and digital products are usually built for one ideal user moving cleanly through one system. Real people move between systems, and the design has to hold them across the transitions, where information is lost and people fall through. The most dangerous failure is not obvious error — it is output that looks complete but is missing a critical clinical, consent or funding element. Knowing the difference is the credentialed read.

What this includes

• Service and pathway design across aged care, disability, insurance and health
• Clinical governance: escalation logic, decision rules, and the safeguards that decide when a case needs a human
• Senior clinical advisory input to healthtech and digital health — including where AI helps, and where it widens the gap between capable and vulnerable users
• Finding where a service loses people or carries liability — before it costs anything to fix