Dr. Payal Agarwa

Leveraging service design to build a compassionate integrated digital health ecosystem

Payal Agarwal, MD, MSc, BASc

Award: 2023 Compassion and AI Fellowship

  • Integrated Care
  • Service Design
  • User-Centered Design

Researcher, Women’s College Hospital Institute for Health Systems Solutions and Virtual Care

Well designed and interoperable digital health tools are required to deliver person centered, integrated care that meets the needs of patients and providers. However, digital health efforts to date frequently fall short. Service design is an approach to building compassionate digital services that purposefully considers people, processes, and technology, to maximize usability, value, and impact. Payal’s study looks to understand how large health organizations might operationalize service design to build digital health ecosystems that better meet the needs of patients, caregivers, and providers. She will conduct an environmental scan to learn from examples of how service design is leveraged by large health organizations around the world to build compassionate digital health systems.  Payal will then apply the synthesized learnings to Ontario setting and co-design a path to realizing service design in support of compassionate integrated digital health in the province.