Behind the Scenes of digital in NHS: Rochelle Gold on User-Centered Design

In this episode I speak with Rochelle Gold, Head of User Research at NHS England. Rochelle’s background spans research in health, social care, and digital technology, and we explore the evolving role of user research and user-centred design in the NHS, both on a national scale and at the local level.Rochelle shares what her main role involves, from setting standards and policy for ethical and safe user research across NHS England, to overseeing design operations and leading and developing user centered maturity across NHS products and services. We discuss in detail what user research really means in practice and how it’s less about asking people what they want and more about understanding their real needs and behaviours in context. We touch on Rochelle’s own career journey, her original training as an occupational psychologist, and the many backgrounds people bring into user research roles, from clinical practice, other types of research, and beyond. Finally, we discuss the wider future of user-centred design in the NHS, including the need for stronger connections between digital, policy, and operational teams, and the growing importance of multidisciplinary working, including with QI and improvement colleagues, to deliver better services for both staff and patients.This is for anyone working in digital health, clinical leadership, or service improvement who wants to better understand what robust user research and user-centred design look like in practice, and how these principles can be applied across different levels of the NHS.If you found this episode informative, don't forget to leave a review and share your thoughts. Thank you for tuning in!The Digital Ecology Podcast is part of the Talking HealthTech Podcast Network, your go-to audio destination for the latest in healthcare delivery, innovation, digital health, healthcare ICT, and commercialisation. Discover more at talkinghealthtech.com/podcast/network.

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