“Yogi Berra said, “You can observe a lot from watching.” Over the last several years, a unique set of students has been challenged to think about design for healthcare services. In my role as a professor at Carnegie Mellon I had the opportunity to observe their work and it offered many insights into design, design thinking, and just how big the healthcare service challenge is. In my new role in Microsoft’s FUSE lab I’m looking at the future of social experience. My experience with the students and healthcare exposed the underlying notion that people participating in service—whether providers, consumers, or others that are actively involved—are actually designing as they participate in the service. If we accept the service as design lens, designers may need to see their role differently—from one of developing static objects and environments—to one of creating new methods for modeling experience, and skilling everyone to be active participants in design during the service experience.” (Shelley Evenson – Interaction10 videos)