Human-Centered Service Design for Healthcare Transformation

Description:

This book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design.

Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an important part of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience.

Table of contents :

Preface
Contents
Editor and Contributors
About the Editor
Contributors
1 Bridging the Health Gap: Human-Centered Approaches to Connect Clinical and Community Care
1 Introduction—Understanding the Need for Human-Centered Design in Health
2 Role of Organizational Culture in Health Gap Creation and Gap Reduction
3 Gaps and Gap Creation from the Economic Perspective
4 Social Determinants of Health as Enablers of Human-Centered Health Service Design
5 Human-Centered Data Collection
6 Development of Learning Systems as a Human-Centered Design Approach
7 Discussion and Conclusions
8 Conclusion
References
2 The Change from Leadership to Leadershift—The Human-Centered Service Design Approach Requires New Leadership Competencies in the Health System
1 The Challenges of Human-Centered Design of Services for Management in the Health System
1.1 Fundamental Challenges
1.2 Linking Human and Digital Interactions
1.3 Uncertain Conditions and Short Interaction Times
1.4 Contradictory Demands on Management
2 The Culture of Rapid Progress
2.1 Normative Level
2.2 Strategic Level
2.3 Operational Level
3 Conclusion
References
3 Empowered Health and Social Care Staff: The Value of Human-Centred Service Design in Co-producing Transformative Change
1 Introduction
2 Human-Centred Service Design Experiences Throughout the Pandemic
2.1 Distributed Engagement Methods Enhance Human-Centred System-wide Perspectives
2.2 Staff Wellbeing as an Area of Focus is Required to Support Empowerment and Engagement in Collaborative Decision-making
2.3 Service Design Supports a Human-Centred System of Health and Care that Empowers and Engages Staff in Distributed Decision-making
3 Linear Closed to Open Ecosystem
4 Conclusion
References
4 Human-Centered Service Design and Transformative Innovation: Beginning to Understand How Innovation Culture Shifts Within the Public Health System in Western Australia
1 Introduction
2 Innovation Culture and Human-Centered Service Design
2.1 Innovation Culture
2.2 Innovation Culture in Global Health
2.3 Human-Centered Design (HCD)
3 Research Methods
4 Visualizing Insights
4.1 Mapping the Data
4.2 Key Enablers and Barriers to the Development of a Culture of Innovation
4.3 How Culture Shifts Within a Complex System
5 Where to From Here?
6 Conclusion
References
5 Enhancing Seldom Heard Perspectives in Human-centred Service Design for Health and Social Care Transformation
1 Introduction: Experiences That Have Left a Lasting Impression
2 Minority Perspectives and Oppressed Groups
3 From Hard-to-Reach Groups to Seldom-Heard Groups
4 Human-Centred Service Design and the Transformation Paradigm
5 Intersectional Social Healthcare Design Research
6 Intersectionality to Study Healthcare Encounters
7 Exploring Farah’s Experiences Through an Intersectional Lens
7.1 Recommendation 1: Assess the Relevance of the Intersectionality Paradigm for the Study
7.2 Recommendation 2: Determine Population of Interest and Identify Axes
7.3 Recommendation 3: Determine What Type of Intersectionality is Appropriate for the Study
7.4 Recommendation 4: Establish the Impact of Power Dynamics at the Interpersonal and Structural Levels
7.5 Recommendation 5: Determine and Discuss Practical and Policy Implications of Intersectional Analyses
8 Conclusion
References
6 Educational Challenges in Integrating Healthcare and Social Services: The Case of the University of Tartu Pärnu College in Designing a Master’s Programme in Person-Centred Social Innovation
1 Introduction
2 Decoding the Human-Centred Healthcare and Social Welfare Services.
3 Service Design in the Service of Curriculum Development
4 Development Needs of the Workforce of the Estonian Healthcare and Social Welfare System
5 Designing the Future of the Social Welfare System Through the Development of a New Person-Centred Master’s Programme
6 Discussion
7 Conclusion
References
7 Exploring Services’ patient-centredness. Design Challenges for a Future Design Agenda
1 Patient-Centred Innovation and Services in the Healthcare Ecosystem
2 Leveraging Service Design in the Patient-Centred Scenario
3 Exploring Patient-Centred Practices in Care Service Ecosystems
3.1 Exemplar Cases of Patient-Centredness Within Milan’s and Lombardy’s Care Service Ecosystems
3.2 The Tech Lab and the Caregiving System of Spazio Vita Niguarda Onlus
3.3 Piazza Grace and Grace Lab by Genera Onlus
3.4 Alzheimer Lab by Fondazione Sacra Famiglia
4 Conclusions: Implications and Challenges for a Patient-Centred Service Design
References
8 Human-Centered Gatekeeping: “Neyim Var?”
1 Introduction
2 What is “Neyim Var?”
3 Similar Applications, Potential Advantages, and Disadvantages
4 The Assessment of “Neyim Var?” (Conclusion)
References
9 Patient Autonomy and User Autonomy in the Ecology of Care
1 Introduction
2 Autonomy in Healthcare and Design
2.1 Patient Autonomy in Healthcare
2.2 User Autonomy in Design
3 Case Study: Designing for the Health Autonomy of Older Adults
4 Discussion
4.1 Autonomy of Patients
4.2 Autonomy of Healthcare Workers
4.3 Autonomy of Designers
4.4 Autonomy of Technology
5 Conclusion
References
10 Innovative Service Design for Global Health
1 Introduction
2 Challenges for Service Design Thinking
3 Innovative Ways of Thinking
4 Implementation of Innovative Service Design
5 Service Design and Global Health
6 Conclusion
References
11 Formative Interventions for Healthcare Sustainability: A Developmental Design Agenda
1 Introduction
2 Design Agenda for Healthcare Sustainability
2.1 Towards Developmental Design
3 Methods and Approach
4 Analysis and Findings
4.1 Actors Map
4.2 Rich Context Maps
4.3 Intervention Strategy Maps
5 Discussion
5.1 Cognitive Factors in Participation
5.2 Ecological Factors for System Mapping
5.3 Domain Knowledge Factors
6 Conclusion
References
12 Healthcare Complexity and the Role of Service Design in Complex Healthcare Systems
1 Service Design and Complexity
1.1 What is Service Design?
1.2 The Impact of Service Design in the Healthcare Sector
2 Complexity in Healthcare Organizations, Especially in Emergency Departments
2.1 Approaching Complexity Through Service Design
2.2 Complexity as a Framework
2.3 What is a Complex System?
2.4 Boundaries in Complex Systems
2.5 Service Design: Handling Complexity in Practice
3 Applying the Framework to Reimagine an Emergency Department Visit Experience
3.1 The Given ED Service Design System Circumstances
3.2 Application of the Service Design Model
4 Conclusion
References
13 Zooming in and Out of Complex Systems: Exploring Frames in Incremental Participatory Design Projects
1 Introduction
2 Systemic Human-Centered Design: Eating the Whale One Bite at a Time
2.1 Re-positioning Problems and Solutions
2.2 The Challenge of Incremental Design
2.3 Zooming In and Out: Accountabilities Across Time and Space
3 Methods
4 Findings: Local Re-design Related to E-messaging in Norwegian Health Care
4.1 Workshops and Fieldwork
4.2 Workgroups and Implementation
5 Discussion: Framing in Incremental Participatory Design
6 Conclusion
References
14 Transforming Complexity: A Human-Centred Design Approach to Engage Young People in the Philippines with Dialogues About HIV Service Delivery
1 Introduction
2 From Human-Centred Design and Service Transformation
3 Human-Centred Service Design and Transformation in HIV and STI-Related Service Delivery
4 Mapping, Insights and Storytelling
4.1 Complicated Stories
4.2 From Stories to Transformation: Complexities in Knowledge and World Views
4.3 Transformation from Young People’s Perspectives
5 Discussion: Towards Transforming Complexity Through Human-Centred Services
6 Conclusion
References
15 Storytelling as a Way to Design and Innovate Healthcare Services for Children
1 Introduction
2 Theoretical Background
2.1 Designing Healthcare Services with Children
2.2 Why Stories Matter
2.3 Designing for Emotions
3 Storytelling Through Imagination
3.1 Fiction-Based Research
3.2 ‘Once upon a Time…’
3.3 Visual Service Journey Mapping
4 Findings
4.1 Commonality of the Stories
4.2 Nature-Based Environment and Animals
4.3 Home-Like Environments
4.4 Innovating Through Stories
4.5 Challenges in Responding
5 Discussion
5.1 Children-Centred Involvement Through Creative Storytelling
5.2 Interpretating and Translating the Story Through Visualisations
6 Conclusion
References
16 The Approach of Design Sprints in Healthcare Transformation
1 Design Sprints Are not Quick and Dirty
2 Never Enough Time for Transformation
3 Origin of Design Sprints and Adaption to Healthcare
4 The Healthcare Design Sprint
5 Provoking Team Medicine via Design Sprints
6 Learnings Out of Practical Applications
7 Involving the Right People in the Right Space
8 Conclusion–Sprinter’s and Marathon runner’s Attitude
References
17 Building an Equity-Centered Design Toolkit for Engaging Patients in Health Research Prioritization
1 Introduction
1.1 The Need for Patient-Centered Engagement in Research on Health
2 Case Study: The GRID Toolkit
2.1 Introduction to the Process
2.2 Justice and Equity-Centered Design
2.3 About the Team
2.4 About the Participants
2.5 Technology
2.6 Setting the Stage
3 Overview of Patient-Centered Design Activities for Developing the Toolkit
3.1 Workshop 1. An Introduction to Visual Ethnography
3.2 Workshop 2. Rapid Critical Utopian Action Research
4 Lessons for the Future of Patient-Centered, Equity-Focused Design
5 Conclusion: Future Potential
References
18 Designing a Conceptual Wayfinding Structure to Manage Information for Human-Centered Healthcare Experience
1 Introduction
2 Designing for Information Management
3 Designing for Human-Centered Experience
4 Building It All Together-Prostate Cancer Patient Conceptual Wayfinding Structure Toolkit
4.1 Build the Conceptual Wayfinding Structural Toolkit
4.2 Prostate Cancer Patient Journey
4.3 Co-creation for the Prostate Cancer Patient Information Management Tools
4.4 Stakeholder Ecosystem Analysis
4.5 Prostate Cancer Patient Conceptual Wayfinding Structure Toolkit
5 Conclusion
References
19 “My Heart Jumped. Do I Have Cancer?”—Results of a Co-design Study with Cervical Cancer Screening Participants
1 Introduction
1.1 Research Challenge
2 Background
2.1 Cervical Cancer and Cervical Cancer Screening
2.2 Related Work
3 Method and Approach
3.1 Recruitment and Workshop Preparation
3.2 Workshop Procedure
3.3 Data Analysis
4 Results
4.1 Current Problems
4.2 Information Needs
4.3 User Requirements
5 Discussion
5.1 Lessons Learned
5.2 Limitations and Threats to Validity
6 Conclusion and Future Work
References
20 Not just Targets: Human Prospects in Health Services for All—Insights from an Italian Case Study on Covid-19 Vaccination and Preventive Services
1 Background and Research Aim
2 Theoretical Framework: Fallacies in the Definition of Targets for Public Health Service Systems
3 Management of a Health Emergency
4 Research Design and Methodology
5 Findings
6 Discussion
7 Conclusion
References
21 Telemedicine Implementation Between Innovation and Sustainability: An Operating Model for Designing Patient-Centered Healthcare
1 Background and Research Aim
2 Institutional Definitions of Telemedicine
3 Telemedicine from the Lens of Value-Based Healthcare Principles
4 General Operating Model for Telemedicine Implementation
5 Discussions
6 Conclusion
References
22 Integrated Care Models in Aged Care: The Role of Technology
1 Introduction
2 Ageing Populations and Transition Environments
3 Integrated Care Models
4 Digital Technologies in Aged Care Services
5 Case Studies
5.1 Wearable Sensor Solutions in Aged Care
5.2 Telehealth Technologies
5.3 Electronic Health Records
6 COVID-19 and Post-COVID-19 Environments in Aged Care
7 Conclusion
References
23 Exoskeletons—Human-Centred Solutions to Support Care Workers?
1 Introduction
2 Background
2.1 Robots in Care
2.2 Technology Domestication
3 The Field Study
3.1 The Tested Exoskeleton
3.2 Data Collection and Analysis
4 Findings
4.1 Practical Domestication of the Exoskeleton
4.2 Symbolic Domestication
4.3 Cognitive Domestication
4.4 Social Domestication
5 Discussion
6 Conclusion
References
24 Inclusive Smart Textile Design for Healthy Ageing
1 Introduction
2 Literature Review
2.1 Challenges for Older People to Stay in Their Own House
2.2 Mainstream Digital Technologies in Home Healthcare Products
2.3 Smart Textiles for Healthy Ageing
3 Research Method
4 Key Findings
4.1 Decreased Physical Exercise During COVID-19
4.2 Hand Arthritis Has a Big Impact on Older People’s Daily Living
4.3 More Seniors Are Embracing Technology During COVID-19
4.4 Weight Scale and Blood Pressure Monitor Are the Most Frequently Used Health-Related Products at Home
5 Discussion
6 Conclusion
References
25 Co-designing a Dementia Village: Transforming Dementia Care Through Service Design
1 Introduction
2 Theoretical Framework: Translation Theory
3 Methodology
3.1 Data Collection
3.2 Analysis
4 Case Study: Creating Life in the Village Through Service Design
4.1 An In-House Design Process
4.2 Main Design Events
4.3 The Translated New Care Concept
5 Conclusion
References