Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems

Lia Patricio*, Daniela Sangiorgi, Dominik Mahr, Martina Caic, Saleh Kalantari, Sue Sundar

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

2 Citations (Scopus)

Abstract

Purpose: This paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled care; the paper develops a research agenda to leverage service design research for healthcare transformation. Design/methodology/approach: This conceptual study starts by analyzing healthcare challenges in terms of demographic trends and economic constraints, along with the problems of lack of people-centricity, dispersion of care and slowness in incorporating emerging technologies. Then, it examines the theoretical underpinnings of service design to develop a framework for exploring how a human-centered, transformative and service systems approach can contribute to addressing healthcare challenges, with illustrative cases of service design research in healthcare being given.
Findings: The proposed framework explores how a human-centered service design approach can leverage the potential of technology and advance healthcare systems toward people-centered care; how a transformative service design approach can go beyond explanatory research of healthcare phenomena to develop innovative solutions for healthcare change and wellbeing; and how a service systems perspective can address the complexity of healthcare systems, hence moving toward integrated care.
Originality/value: This paper systematizes and develops a framework for how service design can contribute to healthcare transformation. It identifies key healthcare application areas for future service design research and pathways for advancing service design in healthcare by using new interdisciplinary bridges, methodological developments and theoretical foundations.

Original languageEnglish
Peer-reviewed scientific journalJournal of Service Management
ISSN1757-5818
DOIs
Publication statusPublished - 16.04.2020
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • healthcare service
  • integrated care
  • people-centered care
  • service design
  • service system transformation
  • technology-enabled services

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