Driving towards operational excellence

How might a data-driven approach improve performance and deepen the relationships that sustain it?

Philips OneSpace + Wellstar

Client: Philips Healthcare (internal) & Wellstar Health System

Year: 2025

Project Type: Strategic Design & Experience Consulting

My role: Drove development of the consultative engagement model for the North American region, shaping how design and operational data could work together to drive customer outcomes and enterprise sales performance. Conducted on-site engagement and workflow assessments.

The challenge

Health systems managing large fleets of imaging equipment face a consistent problem: the data that could show them how well they're performing sits in operational silos, disconnected from the clinical and administrative decisions that affect patient and staff experience.

At the same time, Philips needed a more systematic way to demonstrate the value of its service relationships to key customers — moving beyond reactive support toward strategic partnerships.

The approach

Working within the Enterprise Strategic Solutions team, we developed a consultative engagement model built around the OneSpace platform — a tool that gives health system customers a unified view of their equipment performance, uptime, utilization, and service history across sites and modalities. The design work wasn't building the platform itself; it was more about applying it and shaping how insights from the platform could be paired with on-site observation, stakeholder engagement, and workflow analysis to tell a story customers could act on.

For Wellstar Health System, a major Georgia-based health network, we applied this model across their diagnostic imaging fleet, combining platform data with direct cross-disciplinary observation in CT and MR environments, working alongside clinical teams and administrators to ground what the data was showing in the reality of daily workflows.

Dual cycle overview of OneSpace platform

Programmatic approach developed for Wellstar and other customers

On-site observations & interviews

Spatial design assessments

Clinical workflow assessments

What changed

Working directly with clinical teams and administrators on workflow and pairing the data-driven capabilities of the OneSpace platform with on-site, design-led stakeholder engagements led to significant revenue in service contract renewals and imaging device upgrades for Wellstar in 2025.