TY - JOUR
T1 - Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems
AU - Patricio, Lia
AU - Sangiorgi, Daniela
AU - Mahr, Dominik
AU - Caic, Martina
AU - Kalantari, Saleh
AU - Sundar, Sue
PY - 2020/4/16
Y1 - 2020/4/16
N2 - 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.
AB - 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.
KW - 512 Business and Management
KW - healthcare service
KW - integrated care
KW - people-centered care
KW - service design
KW - service system transformation
KW - technology-enabled services
UR - http://www.scopus.com/inward/record.url?scp=85083824354&partnerID=8YFLogxK
UR - https://www.mendeley.com/catalogue/8308d22a-4833-3cf0-9cfa-164bc6cb800b/
U2 - 10.1108/JOSM-11-2019-0332
DO - 10.1108/JOSM-11-2019-0332
M3 - Article
SN - 1757-5818
VL - 31
SP - 889
EP - 909
JO - Journal of Service Management
JF - Journal of Service Management
IS - 5
ER -