About Thomas Wilson
Thomas is passionate about... service design thinking, design education, service design methodologies, innovation, design and culture, service design and service Strategy
I provide Service Design, Research, Human-Centered Design and Strategy on a Flex team comprised of talented designers and researchers who devote our time to tackling complex problems for the business and advancing health equity for members on their Care Continuum, at UHG. Proud of the quality of passionate design leadership at UHG and Optum.
I work on Behavioral Health, Guide Care, Advocacy, Find & Price Care, Enterprise personas and much more. I facilitate discovery research, personas/archetypes, journeys, service blueprints and co-design to tell stories around customer needs and address opportunities across the eco-system comprised of 340,000 team members who serve 50 million people globally.
I'm honored to lead the internal UHC Community of Practice Service Design Guild which provides a forum for knowledge share, up-skill training, discussion of Service Design best practices and SOPs within the organization and with 10 talented Human-Centered Service Designers.
To me, service design means...
Service Design is the research, analysis and design of the choreography of interactive touchpoints customers have within a system or service. It’s about solving problems and creating positive outcomes for customers, employees, and organizations by refining existing, and designing new, areas of service. Every pain point that occurs within an experience holds the solution to alleviate within itself. I want access to those touch-points to define opportunity, and uncover insight that informs the design of supernatural, product, service and brand loyalty.