"It was at night but there wasn't enough lighting. We were in a queue with many sick babies and their mums. We weren’t quite sure what would happen next or how long we had to wait which made us quite nervous…"Rushed and stressed, her two-year-old son in pain, Aliyah's experience of a children's hospital ER ward is not unique. Even before COVID-19, South Africa's state hospitals have been oversubscribed and under-resourced. With an influx of patients on an already over-pressured system, is it not time to look at how to improve the patient experience in hospitals? Experience design can help.