By Ruth Whichelow, UX Lead, Patients Know Best In 2010, I took my first role in healthcare, working for an NHS service that was aimed at improving access to health services. At the time, I didn’t realise that the frustrations of that role would become the catalyst for a career in product design. My impetus didn't come from a love of technical specifications; it came from seeing the holes in the system and wanting to champion the person on the other side of the screen.