This book offers an overview of service design practices for healthcare and hospital management. It explores how these practices can help to generate innovations in healthcare and contribute to the improvement of patient-centered care. Respected experts, including scholars from various disciplines and practitioners from healthcare institutions, share essential insights into established research areas, fields of work and work structures, and discuss successful approaches, methods and tools. By illustrating innovative services, products, processes, systems, and technologies, as well as their application in practice, the authors highlight the role of participating stakeholders in service design projects and the added value that comes from sharing, communicating, networking and collaborating. This book is a must-read for scholars and practitioners in the hospital and healthcare sector. It will also appeal to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Healthcare is constantly evolving, with ever increasing complexity and costs presenting huge challenges for policy making, decision making, and system design. Design for Care presents an overview of the design issues facing healthcare and shows how designers can work with practice professionals, patients, caregivers, and other stakeholders to make a positive difference. Case studies, design methods, and leading-edge research illuminate emerging opportunities and provide inspiration for designing better services. (bron: rosenfeldmedia.com).

Applying the principles of human-centered design to real-world health care challenges, from drug packaging to early detection of breast cancer. This book makes a case for applying the principles of design thinking to real-world health care challenges. As health care systems around the globe struggle to expand access, improve outcomes, and control costs, Health Design Thinking offers a human-centered approach for designing health care products and services, with examples and case studies that range from drug packaging and exam rooms to internet-connected devices for early detection of breast cancer. Written by leaders in the field—Bon Ku, a physician and founder of the innovative Health Design Lab at Sidney Kimmel Medical College, and Ellen Lupton, an award-winning graphic designer and curator at Cooper Hewitt Smithsonian Design Museum—the book outlines the fundamentals of design thinking and highlights important products, prototypes, and research in health design. Health design thinking uses play and experimentation rather than a rigid methodology. It draws on interviews, observations, diagrams, storytelling, physical models, and role playing; design teams focus not on technology but on problems faced by patients and clinicians. The book's diverse case studies show health design thinking in action. These include the development of PillPack, which frames prescription drug delivery in terms of user experience design; a credit card–size device that allows patients to generate their own electrocardiograms; and improved emergency room signage. Drawings, photographs, storyboards, and other visualizations accompany the case studies. Copublished with Cooper Hewitt, Smithsonian Design Museum

This book demonstrates how to successfully manage and lead healthcare institutions by employing the logic of business model innovation to gain competitive advantages. Since clerk-like routines in professional organizations tend to overlook patient and service-centered healthcare solutions, it challenges the view that competition and collaboration in the healthcare sector should not only incorporate single-end services, therapies or diagnosis related groups. Moreover, the authors focus on holistic business models, which place greater emphasis on customer needs and put customers and patients first. The holistic business models approach addresses topics such as business operations, competitiveness, strategic business objectives, opportunities and threats, critical success factors and key performance indicators.The contributions cover various aspects of service business innovation such as reconfiguring the hospital business model in healthcare delivery, essential characteristics of service business model innovation in healthcare, guided business modeling and analysis for business professionals, patient-driven service delivery models in healthcare, and continuous and co-creative business model creation. All of the contributions introduce business models and strategies, process innovations, and toolkits that can be applied at the managerial level, ensuring the book will be of interest to healthcare professionals, hospital managers and consultants, as well as scholars, whose focus is on improving value-generating and competitive business architectures in the healthcare sector.

The world of healthcare is constantly evolving, ever increasing in complexity, costs, and stakeholders, and presenting huge challenges to policy making, decision making and system design. In Design for Care, we'll show how service and information designers can work with practice professionals and patients/advocates to make a positive difference in healthcare.

It may seem strange to claim that it is difficult to design innovative information technology (IT) in a time when the technological progress leaps forward like never before. However, despite the numerous opportunities that this rapid progress provides, we often design IT that is similar to existing artifacts, making IT design incremental rather than radical. At the same time, IT innovations are pointed out as crucial to meet the societal challenges we are facing, not least in the public sector, including a growing and older population, increasing demands from citizens and reduced tax revenues. This calls for us to better understand why it is difficult to design innovative IT. Previous research on this topic have mainly focused on human and social aspects, not paying close attention to IT. In this thesis, it is suggested that the sociomaterial theory agential realism can help shed light on the role of IT in innovative IT design, acknowledging the sociomateriality of IT. Thus, the overarching aim of this thesis is to apply agential realism on an empirical case in order to explore and explain why it is difficult to design innovative IT. To fulfill the aim, a qualitative case study was conducted in publicly funded healthcare. The empirical case is an example of an attempt to design innovative IT in a healthcare context. The empirical material was generated through participant observations, including video recordings, and semi-structured interviews. The material was analyzed in several rounds, with and without a theoretical lens. In the agential realist analysis, IT has been viewed as entangled with the world. The analysis focused on what boundaries IT produced and how these boundaries were consequential for what was possible and impossible to design. The thesis illustrates how IT is produced and productive in terms of both matter and meaning, and thus, is agential – IT makes differences in the world. What is possible to design is not only constrained by social structures but by the materiality of IT, what boundaries IT helps produce and the material-discursive practices that enact IT. Innovative IT design means to design material configurations that produce boundaries that are different from what have been enacted before and, thus, deviate from existing material-discursive practices. However, it is difficult to deviate from these since material-discursive practices are agential and define what boundaries are meaningful and legitimate. Hence, it is difficult to design innovative IT since innovative IT design has to both enact boundaries that deviate from agential material-discursive practices and also gain legitimacy. Through this explanation, the thesis makes an explanatory knowledge contribution which differs from and adds to earlier explanations. It also makes a contribution to conceptualizing the IT artifact by emphasizing IT as sociomaterial and providing examples of how IT can be understood as produced, productive, agential and entangled. Finally, the thesis also makes an empirical and methodological contribution in the sense that it demonstrates how an agential realist case study can be conducted in the field of Information Systems. Det kan verka märkligt att påstå att det är svårt att designa innovativ informationsteknik (IT) i en tid då den tekniska utvecklingen går snabbare än någonsin förr. Men trots de många möjligheter som den snabba utvecklingen erbjuder så designar vi ofta IT som liknar existerande artefakter, vilket resulterar i inkrementell snarare än radikal IT-design. Samtidigt pekas IT-innovation ut som kritisk för att möta de samhälleliga utmaningar som vi står inför, inte minst i den offentliga sektorn där en växande och åldrande befolkning, ökade krav från medborgare och minskade skatteintäkter ställer stora krav på offentliga organisationer. Av denna anledning behöver vi förbättra vår förståelse för varför det är svårt att designa innovativ IT. Tidigare forskning inom detta ämne har främst fokuserat på mänskliga och sociala aspekter men inte uppmärksammat IT. I denna avhandling föreslås att den sociomateriella teorin agentiell realism kan bidra till att belysa ITs roll i innovativ IT-design genom att se IT som sociomateriell. Därmed är avhandlingens övergripande syfte att applicera agentiell realism på ett empiriskt fall för att utforska och förklara varför det är svårt att designa innovativ IT. För att uppfylla syftet har en kvalitativ fallstudie genomförts i offentlig sjukvård. Det empiriska fallet är ett exempel på ett försök att designa innovativ IT i en sjukvårdskontext. Det empiriska materialet genererades genom deltagande observationer, inklusive videofilmning, och semistrukturerade intervjuer. Materialet analyserades i flera omgångar, både med och utan teoretisk lins. I analysen där agentiell realism applicerades sågs IT som entangled (’intrasslad’) med världen. Denna analys fokuserade på vilka gränser som IT producerade och hur dessa gränser hade konsekvenser för vad som var möjligt respektive omöjligt att designa. Denna avhandling illustrerar hur IT är producerad och producerande både vad gäller materia och betydelser, och därmed är agentiell – IT gör skillnad i världen. Vad som är möjligt att designa är inte enbart begränsat av sociala strukturer utan också av ITs materialitet, vilka gränser som IT bidrar till att producera och de materiell-diskursiva praktiker som framställer IT. Innovativ ITdesign innebär att designa materiella konfigurationer som skapar gränser vilka skiljer sig från vad som blivit till innan och därmed avviker från rådande materiell-diskursiva praktiker. Det är dock svårt att avvika från dessa eftersom materiell-diskursiva praktiker är agentiella och definierar vilka gränser som är meningsfulla och legitima. Det är därmed svårt att designa innovativ IT då innovativ IT-design behöver både producera gränser som avviker från agentiella materiell-diskursiva praktiker och också uppnå legitimitet. Med denna förklaring ger avhandlingen ett kunskapsbidrag och bidrar till ny förståelse för varför det är svårt att designa innovativ IT. Avhandlingen bidrar också till att konceptualisera IT-artefakten genom att betona ITs sociomaterialitet och att ge exempel på hur IT kan förstås som producerad, producerande, agentiell och entangled. Slutligen ger avhandlingen också ett empiriskt och metodologiskt bidrag genom att demonstrera hur en agentiell realistisk fallstudie kan utföras inom informatikfältet.

Offering recommendations for the future and discussion points, this book explores the underlying concepts, methods and practices for experience-based design, applying a user-focused approach to healthcare systems.

Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.