Service Design Practices for Healthcare Innovation: Paradigms, Principles, Prospects

Preface
Introductory Remarks
Service Design
Practice Types
Healthcare Market
Healthcare Innovation
Contents
Editors and Contributors
1 Service Design Within a Multiplicity Logics in Health Care
Abstract
1.1 Introduction
1.2 Institutional Logics
1.3 Logics of Care
1.4 Research Through Design
1.5 Conflicting Logics in the Decentralization of Care
1.6 Dynamics Between the Logics of Care
1.7 Positioning Service Design in Practice
1.7.1 Reflecting on the Influence of Institutional Logics
1.7.2 Materializing Tensions in Logics to Spark Reflection
1.7.3 Strengthen Peripheral Logics Through Service Design
1.7.4 Mindful Service Design Amid Multiplicity
Acknowledgements
References
2 Service Design for Hybrid Market Constellations in Healthcare—From VUCA 2 VUCAR
Abstract
2.1 Pitfalls of Aseptic Service Design in Healthcare
2.1.1 Non-Market Forces in Healthcare
2.1.2 Political Impact Management in Healthcare
2.1.3 Asymmetric Knowledge, Impacted Information, and Trust-Based Services
2.2 Service Design Under Septic VUCA Constellations
2.2.1 Toward a Holistic VUCAR Framework for Service Design
2.2.2 VUCAR-1—Volatility, Uncertainty, Complexity, Ambiguity, Radicality
2.2.3 VUCAR-2—Vision, Understanding, Clarity, Agility, Resilience
2.2.4 VUCAR-3—Violence, Unethicality, Crime, Aggressiveness, and Recklessness
2.2.5 VUCAR-4—Volume, Usability, Computation, Ambient IT, Reframing
2.3 Service Design Under Hybrid Market Conditions
2.3.1 Service Designs Without Strategies
2.3.2 Market-Driven Service Designs
2.3.3 Non-Market-Driven Service Designs
2.3.4 Hybrid Service Designs
2.4 Concluding Remarks: From Proposal 2 Profit
References
3 Toward a Conceptual Framework of Hybrid Strategies in Healthcare: Co-Alignment of Market and Non-Market Activities
Abstract
3.1 In Search of a Holistic View on Healthcare
3.2 5-D Framework as Starting Point for Healthcare Analysis
3.2.1 Managing the 5-D: Change Readiness as a Core Competence
3.2.2 From RRP 2 EID: Competing for the Future in Healthcare
3.2.2.1 Hybrid Strategies and the RRP logic
3.2.2.2 Hybrid Strategies and the EID Logic
3.2.2.3 Co-Alignment of RRP and EID
3.2.3 3-M framework Four Healthcare: Co-Alignment of Medicine, management, and Moral
3.2.4 Hybrid Strategies and the AMLE Framework
3.3 Toward a Holistic Framework
3.4 Conclusion: Hybrid Capabilities for Healthcare
References
4 When the Patient Innovates. Emerging Practices in Service Ecosystems
Abstract
4.1 Toward a Patient-Driven Innovation Culture
4.1.1 What is Patient Innovation?
4.1.2 Current Challenges and Drivers in the Healthcare Ecosystem
4.1.3 From Co-Design to Co-Production: The Shift in User’s Involvement
4.1.4 Patient-Driven Innovation: A Service Perspective
4.2 Enhanced Patient Role in Service Care: A New Interplay
4.3 Conclusions: Enabling Solutions for a Co-Creating Space in the Healthcare Ecosystem
References
5 Negotiating Care Through Tangible Tools and Tangible Service Designing in Emergent Public Health Service Ecosystems
Abstract
5.1 Introduction
5.1.1 Public Health, Service Design and Service Ecosystems Design
5.1.2 Focus and Methods
5.2 Related Research
5.2.1 Health, Care and Design
5.2.2 Service Design and the Front End of New Service Development
5.2.3 Recent Developments Within Service Design
5.2.4 Tangibility, Design and Service Design
5.2.5 On Tangible Tools
5.2.5.1 Domains and Components
5.2.5.2 On Affordances, Mediated Action and Service Design
5.2.5.3 Tangible Tools and Service Design
5.2.6 Service Ecosystem Design
5.2.6.1 On a Service Ecosystem Design Perspective
5.2.6.2 Working with a Multi-Level Process Model for Service Ecosystem Design
5.3 An Exploratory Case: Context, Care, and Tangible Tools in Service Design and Public Health
5.3.1 Contextualising the Design Space of Tangible Tools
5.3.1.1 Contexts of Development and Collaboration
5.3.1.2 Characteristics and Offerings of ‘Careful’ Service Support
5.3.2 Designing
5.3.2.1 Design Tools and Processes
5.3.2.2 Appearance, Appeal and Metaphorical Representation
5.3.2.3 Size and Form
5.3.2.4 Texture and Materials
5.3.3 Settings of Use
5.3.3.1 Three Related Phases
5.3.3.2 Healthcare Actor’s Needs
5.3.3.3 Working Sessions
5.3.3.4 Spatial Relations of Care
5.3.3.5 Changing Beds
5.3.3.6 ‘Touching the Beds’
5.3.3.7 Folding Away One’s Own Assets
5.3.3.8 Beyond the Status Quo of ‘Hospital Corners’
5.3.3.9 Touch, Tokens and Futures
5.3.3.10 Crossing Thresholds and Embedded Affordances
Reaching for Future Ideations
5.4 Discussion
5.4.1 Shifting Perspectives on SD and TTs
5.4.2 The Service Ecosystems Model, Tangible Tools and Tangible Service Design
5.5 Conclusion
References
6 A Speculation for the Future of Service Design in Healthcare: Looking Through the Lens of a Speculative Service Design Framework
Abstract
6.1 Introduction
6.2 From Service to Transformation
6.3 From Service Solution to Speculation
6.4 Speculative Service Design Framework
6.5 Case Study: Polio Eradication | Imagining the Future Without Polio
6.5.1 How the Workshop Was Conducted
6.5.1.1 Unpacking Complexity of the Past
6.5.1.2 What We Did to Bring in the Now
6.5.1.3 What We Did to Bring in the Future
6.6 Findings
6.7 Conclusion
References
7 Crossing Asymmetries in Multistakeholder Service Design in Integrated Care
Abstract
7.1 Introduction
7.2 Theoretical Background
7.2.1 The Nordic Care Model and Its Current Guidelines
7.2.2 Evidence-Based Care as a Base of Health and Social Care
7.2.3 Boundary Crossing in Innovation
7.2.4 Asymmetries
7.2.4.1 Asymmetries in Value Co-Creation
7.2.4.2 Asymmetries in Facilitation of Participatory Design
7.2.4.3 Attending to Asymmetries in Co-Design
7.3 Case Description and Methods
7.4 Analyzing Asymmetries in the MORFEUS Case
7.4.1 Initial Model for Cross-Level Service Design
7.4.2 Initial Insights on Crossing Asymmetries
7.5 Discussion and Conclusions
Acknowledgements
References
8 The e-Report System: Redesigning the Reporting in Turkish Healthcare Services
Abstract
8.1 Introduction
8.2 The e-Transformation in Health Systems in Turkey
8.3 The Health.NET Project
8.4 What is a “Health Report?”
8.5 The Regulation of Health Reports
8.6 T.R. Ministry of Health e-Report System
8.6.1 Reports on the Detection of Disability in Adults and Children
8.6.2 Medical Board Reports of Disability for Adults
8.6.3 Special Needs Reports for Children
8.7 Statutory and Ad Hoc Reports
8.7.1 E-Birth Certificates
8.7.2 Psychotechnical Reports
8.7.3 Reports for Athletes
8.7.4 Driver Reports
8.7.5 Statutory Single-Physician Report for Bedridden People
8.7.6 Hospital Books
8.7.7 Recruiting Reports
8.7.8 Military Reports
8.7.9 Single-Physician and Medical Board Statutory Reports
8.8 The Assessment of e-Report System (Conclusion)
References
9 The Production and Use of Knowledge in the National Institutes of Health in Mexico–Designing the Healthcare System
Abstract
9.1 General Introduction
9.2 The Health Sector and Research Institutions in Mexico. The National Institutes of Health
9.2.1 The Health Sector
9.2.2 The Health Sector and Innovation Agents
9.2.3 The National Institutes of Health
9.3 The Production and Use of Knowledge from the Agents’ Perspective
9.3.1 Scientific Productivity: Basic Science
9.3.2 The Production and Use of Health Knowledge
9.3.3 Patent Production at National Institutes of Health: Technoscience
9.3.4 Knowledge and Networks: Science and Technoscience
9.4 The National Institutes of Health. Production and Use of Knowledge
9.4.1 The Scientific Trajectory
9.4.2 Scientific Production Intensity and Types
9.4.3 Scientific Specialization Toward the Use of Knowledge
9.4.4 Magnitude, Trajectory and Inventive Specialization
9.4.5 Collaborative Invention in National Institutes of Health
9.5 Summary and Conclusions
References
10 Using the Principles of the Holistic Wellness Concept in Designing and Developing Hospital Services: Case of Pärnu Hospital, Rehabilitation and Well-Being Centre
Abstract
10.1 Introduction
10.2 The Changing Role of Healthcare Institutions in Shaping people’s Holistic Well-Being
10.3 Estonian Healthcare System and Development Opportunities of Healthcare Services in Hospitals
10.4 From a Wanderer in the Hospital Network to the Cornerstone of the Health System: Pärnu Hospital’s Health Campus in the Service of People’s Health, Quality of Life and Well-Being
10.5 Using the Principles of the Holistic Wellness Concept in Designing and Developing the Services of the Pärnu Hospital Rehabilitation and Well-Being Centre
10.6 Conclusions
Acknowledgements
References
11 Design Thinking as Catalyst for a Hospital Operation Centre
Abstract
11.1 Introduction
11.2 The Operations Centre
11.3 The Development
11.4 Design Thinking as Prototyping Platform
11.5 Lean Design Principles as Solution Hints
11.6 The Creation of an Operations Centre
11.6.1 First Prototyping Phase
11.6.2 Second Prototyping Phase and Partly Back to Old
11.7 Conclusion
References
12 Mapping the Service Process to Enhance Healthcare Cost-Effectiveness: Findings from the Time-Driven Activity-Based Costing Application on Orthopaedic Surgery
Abstract
12.1 Introduction
12.2 Background
12.3 Method
12.4 Results
12.5 Discussion
12.6 Conclusion
References
13 Healthcare Design Practice for Humanizing the Patient Journey
Abstract
13.1 Introduction
13.2 Empathic Design Practice in Healthcare
13.3 Healthcare Design Practice Process
13.3.1 Research Phase
13.3.2 Ideation Phase
13.3.3 Refinement Phase
13.4 Methods: Humanizing the Patient Journey
13.5 Conclusion
Acknowledgements
References
14 While-U-Wait: A Service-Based Solution for Emergency Room Overcrowding
Abstract
14.1 The Impact of Outpatient Waiting Times on Clinical
14.2 Conceptualization of Clinical Benefits
14.3 Conclusion
References
15 Use of Causal Loop Diagrams to Improve Service Processes
Abstract
15.1 Introduction
15.2 Description of Company X
15.3 Theoretical Framing
15.3.1 Causal Loop Diagrams and Archetypes
15.3.2 Improving and Growing in a State of Change
15.3.3 Service Blueprints
15.4 How Company X Works with Improvement and Growth
15.4.1 Causal Loop Diagrams
15.4.2 Implications of Company X’s Use of CLDs
15.5 Discussion
15.6 Conclusions
References
16 A Holistic Framework of Strategies and Best Practices for Telehealth Service Design and Implementation
16.1 Introduction
16.2 Limitations of the ITIL Framework in Informing Telehealth Service Design and Implementation
16.3 Dimensions of Telehealth Services
16.4 Identifying Effective Strategies and Practices for Telehealth Service Design
16.5 Identifying Effective Strategies and Practices for Telehealth service Implementation
16.6 A Holistic Framework of Strategies and Practices for Telehealth Service Design/Implementation
16.7 Discussion
16.8 Implications for Practice and Future Research
16.9 Conclusion
References
17 Physical Activity Based on M-Health Tools: Design a New Strategy for the Prevention of Cardiovascular Diseases
Abstract
17.1 Background and Research Aim
17.2 Theoretical Framework: The Fuzzy Front End of Digital Innovation in the Public Sector
17.3 Research Design and Methodology
17.4 Findings
17.4.1 Proactive Services: The Necessity to Challenge the Lack of Preliminary Facilitating Factors
17.4.2 Design-Led Innovation and Agile Services: The Gap Between Trials and Actual Wide Use of Tools
17.4.3 Translational Roles: A Challenge at the Governance Level
17.4.4 Digitizing Without Transforming: Problems in Tool Reliability and in Users’ Commitment
17.4.5 Lack of Shared Standards: A Problem of Certification and Accountability
17.4.6 Internal Culture Barriers: The Barrier of the Barriers
17.5 Discussion
17.6 Conclusion
References
18 Seven Practices for Innovation in Healthcare Products
Abstract
18.1 Introduction
18.2 Practice 1-Patient and Physician/Provider Centered Requirements Gathering
18.3 Practice 2-Use of Nontraditional Data Sources to Improve Evidence Base
18.4 Practice 3-Preemptive Concept Development to Support Design Decision Making
18.5 Practice 4-Use of Workflow Analysis as an Evaluation
18.6 Practice 5-Cognitive Analysis as a Product Development Tool
18.7 Practice 6-Use of Guideline Evaluation Tools to Reduce Design Errors
18.8 Practice 7-Use of Socio-Ethnographic Tools for Design Error Reduction
18.9 Conclusion
References
19 Design of Robotic Care: Ethical Implications of a Multi-actor Perspective
Abstract
19.1 Robots in Service Contexts
19.2 Machine Morality and Ethics
19.2.1 Robot Ethics
19.2.2 Robot Ethics in Elderly Care
19.3 Method
19.4 Analysis
19.5 Results
19.5.1 Narratives—Elderly informants
19.5.2 Narratives—Formal Caregiver
19.5.3 Narratives—Informal Caregivers
19.5.4 Visualizations
19.6 Discussions and Conclusion
References
20 Impact of Chinese Traditional Art Training as an Emotional Therapy for Older People with Cognitive Impairment in the UK
Abstract
20.1 Introduction
20.2 Existing Services at Care Homes
20.3 Contribution of Activity in Maintaining Function
20.4 Art Training as One Type of Activity, Benefits of Art Training for Older People with Cognitive Impairment in the UK
20.5 Art Training with Chinese Traditional Art Painting
20.6 Research Aim and Research Question
20.7 Methodology Design
20.7.1 Research Design
20.7.2 Data Collection Narrative
20.7.3 Participants’ Backgrounds
20.8 Findings
20.8.1 Quantitative Results
20.8.2 Qualitative Case Study
20.9 Conclusion
References
21 Service Design Methods: Re-Envisioning Infection Practice Ecologies in Nursing to Address Antimicrobial Resistance (AMR)
Abstract
21.1 Introduction
21.2 Background
21.3 Methodology
21.4 Findings
21.5 Conclusion
Acknowledgements
References
22 Co-designing Tools to Support Self-mastering of Multiple Sclerosis—A Serious Chronic Disease
Abstract
22.1 Background
22.1.1 Related Work
22.1.2 Objectives of the Project
22.2 Planned Methods
22.2.1 Workshops
22.2.2 Changes Introduced by COVID-19
22.3 Methods Used
22.3.1 Privacy by Design
22.3.2 Recruitment of Participants
22.3.3 Introductory Meeting
22.3.4 Co-creation of Personas
22.3.5 Preparation for workshops
22.3.6 Digital Workshops
22.3.7 Workshop 1: User Needs
22.3.8 Workshop 2: Blue-Sky Thinking
22.3.9 Workshop 3: Concept Development I
22.3.10 Workshop 4: Concept Development II
22.4 Results
22.5 Conclusions and Lessons Learned
References
23 Self-fulfilling Prophecies in Service Design: Strategies to Address Virtuous and Vicious Circles for Mental Healthcare Transformation
Abstract
23.1 Introduction
23.2 Defining Self-fulfilling Prophecies
23.3 Self-fulfilling Prophecies in Mental Health Care
23.4 Building Reflexivity in Service Design
23.5 A Co-design Experiment into SFPs and Mental Healthcare Transformation
23.5.1 Co-design Workshop 01
23.5.2 Findings from Workshop 01
23.5.3 Co-design Workshop 02
23.5.4 Findings from Workshop 02
23.5.5 Data Analysis
23.5.6 Overall Feedback
23.5.7 Reflections on Personal Change
23.5.8 Reflections on Service Change
23.6 Discussion
23.7 Conclusion
References
24 Co-creation in Health Services Through Service Design
Abstract
24.1 Introduction
24.2 Positioning Service Design
24.3 Service Design and the Health Sector
24.4 The Benefits of Co-creation in Healthcare Service Design
24.5 A Case of Co-creation Through Service Design: Experio Lab
24.6 Overcoming the Challenges of Co-creation in Health Care
24.7 Conclusions
References
25 Story-Centered Co-creative Methods: A Means for Relational Service Design and Healthcare Innovation
Abstract
25.1 Introduction: A Critical View on Healthcare Innovation
25.2 Literature Review
25.2.1 Relational Service Design for Healthcare Innovation
25.2.2 Story-Centered Co-creative Methods as a Lever to Foster Relational Service Design
25.3 Case Study
25.3.1 Employing Story-Centered Co-creative Methods in a Case Study with Dementia Family Caregivers
25.4 Analytical Description of the Story-Centered Co-creative Methods Applied in the Case Study
25.4.1 Preparations
25.4.2 Story Collection Through Conversations
25.4.3 Story Co-writing
25.4.4 Collective Evaluation
25.5 Discussion
25.6 Conclusion
References
26 Digital Storytelling to Share Service Experiences and Find Insights into Health Care
Abstract
26.1 Introduction
26.2 Overview of the Theory
26.2.1 Service Design
26.2.2 Tools for Communication
26.2.3 Digital Storytelling for Sharing Service Experiences
26.3 Storytelling Phases
26.3.1 Collective Autoethnography
26.3.2 Digital Diaries
26.3.3 Online Workshop for Collective Data Analysis and Sharing Experiences
26.3.3.1 Activity 1: Identifying Feelings and Needs for Service Experiences
26.3.3.2 Activity 2: Highlighting the Most Critical Moment
26.3.3.3 Activity 3: Ideation Based on the Story
26.3.3.4 Activity 4: Analysis
26.4 Findings
26.4.1 Sharing Within Circles of Trust
26.4.2 Sharing via Trusted Software that is Used Everyday
26.4.3 Empathy Through Commenting
26.4.4 Value of Sharing Knowledge and Learning
26.4.5 Motivation for Sharing
26.4.6 Developing Experiences Through Collaborative Methods in an Online Platform
26.5 Conclusion
26.6 Discussion
References