# 606 - Consumer Engagement Done Right: Designing Digital Health Experiences With Consumers

Page: https://stenobird.com/podcast/talking-healthtech-773483/606-consumer-engagement-done-right-designing-digital-health-experiences-with-consumers
Text version: https://stenobird.com/podcast/talking-healthtech-773483/606-consumer-engagement-done-right-designing-digital-health-experiences-with-consumers.md
Podcast: [Talking HealthTech](https://stenobird.com/podcast/talking-healthtech-773483)
Published: 2026-05-11T17:30:00+00:00
Episode link: https://www.talkinghealthtech.com/podcast
Audio file: https://pscrb.fm/rss/p/episodes.captivate.fm/episode/5a22e561-4eae-484a-9942-b0fcb27ee718.mp3
Processing state: not_requested
JSON: https://stenobird.com/v1/public/podcasts/talking-healthtech-773483/episodes/606-consumer-engagement-done-right-designing-digital-health-experiences-with-consumers
Duration seconds: 1591

## Resource

In this episode of Talking HealthTech, Peter Birch speaks with Shelley Thomson, Co-Founder and Director of the Patient Experience Agency and host of the Consumer Health Partnerships podcast. They explore what genuine consumer engagement looks like in healthcare and digital health, why it is often missing, and how organisations can move beyond basic feedback towards meaningful, ongoing partnerships with patients and consumers. The conversation unpacks the gap between how healthcare is designed and how it is actually experienced, highlighting how patients move across multiple services and touchpoints while systems often remain siloed. Peter and Shelley discuss why many digital health solutions still miss the mark by focusing on workflows and technology rather than lived experience, and why honest, open feedback is both essential and difficult to capture in practice. They also examine the difference between consultative feedback and true collaboration, and why engagement must be continuous rather than treated as a one-off activity. This episode offers a grounded look at how healthcare organisations can build consumer engagement as a core capability, creating more connected, effective care that better reflects what matters most to the people it serves. Key Takeaways 🧑‍🤝‍🧑 Consumer engagement is about genuine partnership, not just surveys or one-off feedback. 🧭 Building organisational capability is needed—consumer engagement is an ongoing practice, not an add-on. 🌏 Digital health solutions often focus on workflows or tech and miss the lived experience of patients. 🔑 Honest feedback requires safe environments for open conversations with all stakeholders. 🗺️ Patient journey mapping helps identify real issues that sit between services, not just within them. Timestamps 00:00 -…

## Actions

- request_transcript: `POST https://stenobird.com/v1/public/podcasts/talking-healthtech-773483/episodes/606-consumer-engagement-done-right-designing-digital-health-experiences-with-consumers/transcription-requests` — Idempotently request low-priority transcript generation for this episode.
- read_markdown: `GET https://stenobird.com/podcast/talking-healthtech-773483/606-consumer-engagement-done-right-designing-digital-health-experiences-with-consumers.md` — Read the agent-friendly Markdown representation of this episode resource.

A page view does not enqueue transcription. Agents should invoke `request_transcript` explicitly when they need this episode processed.

## Transcript

Full transcripts are not published on public pages unless there is a clear rights basis.