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A service design approach to healthcare innovation: from decision-making to sense-making and institutional change

Author

Listed:
  • Lia Patrício

    (University of Porto)

  • Jorge Grenha Teixeira

    (University of Porto)

  • Josina Vink

    (Region Värmland
    Karlstad University
    AHO-Oslo School of Architecture and Design)

Abstract

Healthcare is facing complex challenges that demand profound service system innovation. Service design offers an opportunity to move beyond explanatory research and take an action-oriented approach that combines research rigor with relevance to foster innovation in healthcare. We present three research projects that illustrate different ways service design can enable health service system innovation to create uplifting changes in wellbeing. The first research project utilizes a decision-making approach to support design teams in developing value co-creating technology-enabled services for skin cancer prevention. The second project employs a sense-making approach through participatory design to develop a National Electronic Health Record that addresses the multiple and conflicting goals of healthcare network actors. The third project uses an institutional change approach to develop a new digital service for youth with mental health issues while simultaneously shifting the culture of the clinic toward people-centered care through participatory service design. We conclude with research directions to leverage the potential of service design for healthcare innovation, including strengthening the dialogue between explanatory and design research, exploring new multidisciplinary collaborations and integrating multiple research methods.

Suggested Citation

  • Lia Patrício & Jorge Grenha Teixeira & Josina Vink, 2019. "A service design approach to healthcare innovation: from decision-making to sense-making and institutional change," AMS Review, Springer;Academy of Marketing Science, vol. 9(1), pages 115-120, June.
    • Handle: RePEc:spr:amsrev:v:9:y:2019:i:1:d:10.1007_s13162-019-00138-8
    DOI: 10.1007/s13162-019-00138-8
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    References listed on IDEAS

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    Cited by:

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    2. Mauricy A. Motta-Filho, 2021. "Brand experience manual: bridging the gap between brand strategy and customer experience," Review of Managerial Science, Springer, vol. 15(5), pages 1173-1204, July.
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    5. Manila Bonciani & Ilaria Corazza & Sabina Rosis, 2022. "The COVID-19 emergency as an opportunity to co-produce an innovative approach to health services provision: the women's antenatal classes move on the web," Italian Journal of Marketing, Springer, vol. 2022(1), pages 59-85, March.
    6. Angelos I. Stoumpos & Fotis Kitsios & Michael A. Talias, 2023. "Digital Transformation in Healthcare: Technology Acceptance and Its Applications," IJERPH, MDPI, vol. 20(4), pages 1-44, February.
    7. Margaret Antonicelli & Michele Rubino & Filomena Maggino, 2023. "Demographic and Economic Determinants of Digitalization in Healthcare: An Exploratory Analysis of the Italian Local Health Centers," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 169(1), pages 529-552, September.
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    9. Kraus, Sascha & Schiavone, Francesco & Pluzhnikova, Anna & Invernizzi, Anna Chiara, 2021. "Digital transformation in healthcare: Analyzing the current state-of-research," Journal of Business Research, Elsevier, vol. 123(C), pages 557-567.

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