Rochelle Gold—Head of User Research and User-Centred Design at NHS England—joins host, Sam Menter from Healthia®, to explore the challenge of making digital services more human.

They discuss how actionable insights from user research are delivering better outcomes for patients and healthcare professionals. From pioneering an AI-powered tool to manage research insights, to tackling the risk of “research vampires”, this episode uncovers innovative ways to create truly inclusive health services.

They explore how collaboration between digital, policy, and operational teams is transforming healthcare delivery, highlighting lessons from the pandemic where integrated working accelerated impactful solutions. Rochelle also shares why focusing on excluded groups isn’t just ethical—it’s essential for creating safer, more effective care for everyone.

Packed with examples from Rochelle’s work building NHS England’s user research capability, this conversation offers practical insights for anyone leading service transformation, commissioning research, or passionate about improving health outcomes.

Problems Worth Solving is brought to you by Healthia, the collaborative service design consultancy for health, care and public services.
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