Peer-First Personalisation in the NHS: Connecting People, Not Replacing Them

​Drawing on a case study from the Department of Health and Social Care, this session explores how we democratised the personalisation already happening in existing NHS professional networks.

​We set out to design a service to improve care by personalising the medtech buying process, and quickly found that lightweight routing of users to their lived-experience peers was the most effective personalisation without taking away agency or glossing over local variation.

​We'll cover how we sidestepped the data fidelity issues with centralised approaches, and how a peer-first model is a useful design tool for the personalisation toolbox.