Creighton’s human-centered design course puts people at heart of healthcare innovation
Healthcare organizations are under constant pressure to improve outcomes, expand access and manage costs while navigating workforce strain and rapid technological change. Yet many well-intentioned innovations fail to gain traction because they are designed around systems or assumptions rather than the realities of the people they intend to serve. Human-centered design (HCD) offers a different starting point grounded in listening, observation and collaborative problem solving.
This philosophy shapes the Leading Change through Human-Centered Design course. An early advocate for the course, Scott Shipman, MD, MPH, executive director of the Institute for Population Health at Creighton University, emphasizes that improving health and healthcare delivery is inherently complex work. “Human-centered design, sometimes known as ‘design thinking,’ approaches problem solving in a distinct, compelling and effective way,” he explains. “Engaging all stakeholders from the outset in understanding the many facets of the problem, and then leveraging those broad perspectives to ideate and ultimately land on a solution, is at the heart of HCD.”
Learning through real-world challenges
Rather than focusing on theory alone, the course requires participants to bring an active workplace challenge and apply HCD methods directly to it. This experiential model ensures that learning is immediately relevant. As Shipman notes, “The content and assignments in the course will be far more rich and impactful if applied to real priorities and real challenges being experienced by participants.”
Jessica Goodman, PT, DPT, PhD, assistant professor in the Department of Physical Therapy and former student of the HCD class, applied the course’s framework to a project at St. Vincent de Paul’s Virginia G. Piper Medical Clinic, which serves uninsured and underinsured patients in Phoenix, AZ. The initiative addressed fall-risk reduction but initially lacked a deep understanding of patient realities. Reflecting on the experience, Goodman shared that earlier innovation efforts “were designed with innovation in mind yet lacked the human-centered nature to effectively predict the outcomes of such innovation and the impact on the community as well as long-term sustainability of such a program.”
Through interviews, workflow analysis and stakeholder engagement, Goodman’s team reframed its approach, focusing on clinical recommendations and whether patients had the time, resources and support to follow through. Their work also examined the clinic’s operational capacity, seeking “solutions that would maximize holistic healthcare respecting our patient as well as our providers’ time and energy,” she says.
Slowing down to achieve better results
A defining feature of HCD is the discipline of pausing before acting. In fast-paced healthcare environments, that pause can feel counterintuitive, yet it often determines whether a solution succeeds. “Taking an HCD approach does not require adding a lengthy, costly or complex approach to solving problems. However, it does require us to pause and not rush to intervene based upon a singular understanding of a problem and how to solve it,” observes Shipman. The result is stronger engagement, clearer insight into potential barriers and a more sustainable path to implementation.
Students of the course echo this perspective. Goodman notes that many innovations fail because they do not fully account for the communities they are meant to help. “Human-centered design spends a lot more time on the data gathering-phase of innovation. Getting to know the people that you are going to serve is an essential step in ensuring the viability of any solution that you provide,” she says. By investing time up front, teams can identify obstacles earlier rather than discovering them after rollout.
The power of diverse perspectives
Collaboration across roles and lived experiences is central to the methodology. Shipman has seen firsthand how inclusive design processes change outcomes: “Eyes are opened, literally and figuratively. Diverse stakeholders bring diverse perspectives, and benefits abound from the sharing of those perspectives.” These exchanges lead to a more complete understanding of problems and foster alignment that makes implementation more efficient.
From Goodman’s perspective, this diversity challenges professional assumptions. “As providers, we often proceed with solutions we have determined with our large expanse of knowledge and schooling. Human-centered design helps innovators approach a problem with humility, and with curiosity to deeply understand the perception of the people we are trying to serve,” she states.
Building skills for a changing healthcare landscape
Healthcare leaders today must navigate clinical redesign and digital transformation, as well as persistent inequities in access and outcomes. Shipman believes HCD, closely linked with implementation science, will become foundational to these efforts, noting that it “will be the core of effective clinical redesign efforts, and clinical innovation leaders at all levels will need to develop a working understanding of these tools.”
The course is intentionally designed for both decision-makers and frontline professionals—those who authorize innovation and those responsible for carrying it out. “Everything in the course is intended for application and use,” Shipman says, to equip participants with tools they can continue using long after the course concludes.
For participants, the value lies in gaining a structured yet flexible way to approach persistent challenges. “Human-centered design provides practical tools for innovative design that centers around providing solutions that meet the needs of our community,” Goodman shares, adding that the process encourages professionals to investigate problems with curiosity rather than rushing to answers.
A practical framework for meaningful innovation
As healthcare systems continue to evolve, technical expertise alone is no longer enough. Sustainable improvement depends on understanding the human experience of care, including patients, families, clinicians and communities. Human-centered design offers a disciplined way to gain that understanding and translate it into action.
“If your goal is to be a more effective leader, or a more effective do-er, this course will provide you with a practical framework and actionable tools that will contribute to your success,” Shipman says.
Ready to be part of the solution for the challenges you face at work? Learn more about this self-paced course designed for busy professional.
