The Challenge: Bridging the Gap Between Systems and Patients
Queensland Health’s Procurement and Systems team faced a fundamental disconnect. While their work focused on procuring medical equipment, allocating funding, and monitoring system performance, it felt removed from the actual patient experience. Their goals; quality, cost-effectiveness, and timely delivery were essential but often internal-facing. The question was clear: How could they evolve to meet the growing demand for creativity, innovation, and patient-centric healthcare while maintaining their core responsibilities?
Our Approach: Embedding Design Thinking in Healthcare Operations
To address this challenge, G2 Innovation launched a dual-stream transformation program: a Design Thinking capability uplift for a dedicated group of innovation ambassadors and a culture redesign initiative for the broader department.
Over six months, we trained these ambassadors in human-centred design principles, tools, and mindsets. This empowered team became internal champions, sharing their knowledge and applying Design Thinking to real-world projects—both internal and external—leading to more empathetic, patient-focused solutions.
In parallel, we facilitated a series of Idea Jams to co-create the department’s Purpose, Vision, and Values. These sessions helped align the team around a shared ‘Why,’ enabling them to collaborate more effectively and place Queenslanders’ needs at the centre of every decision.
The Impact: From Process-Driven to Purpose-Led
The transformation was profound. The department adopted more creative, collaborative, and transparent ways of working. Cross-functional teams began tackling key initiatives, project visibility increased through in-office visual boards, and Design Thinking became a common language across teams.
Key outcomes included:
Stronger alignment around a shared purpose centred on patient value
Increased use of human-centred design tools in both patient and employee experience projects
Improved internal communication, reduced silos, and higher team engagement
A strategic roadmap for sustained innovation and patient-centricity
This cultural and capability shift transformed the team’s identity—from service provider to influential change-maker within the organisation.
Recognition: Award-Winning Innovation in Healthcare
G2 Innovation’s work with Queensland Health earned national acclaim, including a Silver Medal at the LearnX Awards and a Finalist nomination for Best Talent Development Program at the AITD Awards
