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Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems
University Porto, PRT.
The Polytechnic University of Milan, ITA.
Maastricht University, NLD;Hanken School of Economics, FIN.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Aalto University, FIN; CERS Helsinki, FIN.
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2020 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 1, no 5, p. 889-909Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2020. Vol. 1, no 5, p. 889-909
Keywords [en]
Service design, Service system transformation, Healthcare service, People-centered care, Integrated care, Technology-enabled services
National Category
Economics and Business Other Medical Engineering
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-79202DOI: 10.1108/JOSM-11-2019-0332ISI: 000541531500001Scopus ID: 2-s2.0-85083824354OAI: oai:DiVA.org:kau-79202DiVA, id: diva2:1456464
Available from: 2020-08-05 Created: 2020-08-05 Last updated: 2022-05-23Bibliographically approved

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