The role of service design amidst a mission approach to healthcare: challenges and opportunities for system change

Session type:

Discussion

Presented by:

Chanelle Corena

Imperial College Health Partners

Jessica Horne

Imperial College Health Partners

Session time:

25 Sep 11:30 — 12:45

Session duration:

90 minutes

About the session

This session explores the application of mission-led and service design principles in policy and public service, drawing on experiences from the health system in North West London. It will highlight how service design supports person-centred approaches, turns ambitious missions into practical steps, and strengthens collaboration among stakeholders.

The format includes a brief presentation followed by an interactive discussion, encouraging participants to share experiences and insights.

Participant takeaways:

a clearer understanding of how mission-led system change operates in practice
the distinctive value service design brings to healthcare transformation
ideas for designers, policymakers and leaders to drive lasting impact in their own organisations

This session:

includes interaction
has a number cap: 40 participants

About the speaker(s)

Chanelle Corena

Chanelle is a service designer working to improve health and social outcomes through person‑centred, co‑designed services. Her practice is grounded in the belief that services work best when they are designed with the people who use and deliver them, not for them.

She works collaboratively with communities, clinicians and system partners to understand lived experience, define problems and design, test and improve services that are effective, inclusive and sustainable.

Chanelle brings a strong systems lens to her work, recognising that change in complex environments requires collaboration across organisations, early testing and learning, and shared ownership of outcomes.

With a master’s degree in public health, Chanelle draws on experience across government, the humanitarian sector and the UK charity sector to inform her service design practice. She uses design thinking, systems thinking and behaviour change approaches to reduce risk, build trust and turn meaningful involvement into real change.

Before joining Imperial College Health Partners, Chanelle led innovation and co‑design programmes focused on shared challenges across health, work and housing.

Pronouns: She/Her

Jessica Horne

Jess joined Imperial College Health Partners (ICHP) as Service Design Lead in January 2025. She is passionate about transforming healthcare systems and services for patients through working collaboratively to co-create impactful, lasting and scalable solutions.

Jess has extensive experience in the innovation and human-centred design space across sectors. She started her career in Hong Kong, the city she grew up in, working first at various creative design agencies and then at The Wall Street Journal as Director of Digital Product. From there, Jess moved to London and began her journey in the healthcare industry at AstraZeneca, where she worked for over 8 years in various global innovation and local healthcare transformation roles.

Pronouns: She/her