Loading...
Please wait, while we are loading the content...
Similar Documents
Service Design and Change of Systems: Human-Centered Approaches to Implementing and Spreading Service Design
| Content Provider | Semantic Scholar |
|---|---|
| Author | Lin, Mike C. J. Hughes, Bobby L. Katica, Mary Dining-Zuber, Christi Plsek, Paul E. |
| Copyright Year | 2011 |
| Abstract | Much has been published, in academic literature as well as practitioners’ recounts in business publications, about organizations employing human-centered design and design thinking to drive service innovation (Bitner, 1992; Holmlid & Evenson, 2006; IDEO, 2008; Morelli, 2002; Shostack, 1984). As an in-house group that has been practicing the application of design thinking and human-centered methods to deliver innovations in frontline hospital operations for seven years, our team has found that, in practice, implementing service design changes across a complex organization poses significant challenges design methods alone sometimes fail to address. This paper poses the question: Can design thinking be constructively coupled with change management thinking to help practitioners, in addition to helping design the innovations themselves, also design better implementation of service innovation? As designers, we are trained to understand the varied and complex needs of people, and then to design solutions and services that meet those needs. Typically, we think of optimizing the encounter so that it primarily meets the needs of the person receiving the service – the “customer.” This often requires a fundamental change in the behavior of the person providing the service. While we of course take into account the needs of the service providers in developing the design, we typically rely on approaches such as training, information technology (IT) supports, and changes to formal job descriptions to bring about this behavior change. The common challenges associated with implementing design in a health care setting have been noted by Bate and Robert (2007). They specifically point out that because the service providers are strong, autonomous professionals (e.g., doctors and nurses), there is a heightened need to design the process to foster personal ownership and create a more immersive experience while making implementation fun, stimulating, and interactive. The topic of ‘spread’ of service innovations is also well-studied in health care, revealing key themes of innovation attributes that effectively ‘predict’ successful adoption and spread (Bodenheimer, 2007); among these are: fit with the culture and values of the majority of potential adopters, degree of involvement of the adopters from |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://www.ijdesign.org/ojs/index.php/IJDesign/article/download/928/336 |
| Alternate Webpage(s) | http://www.ijdesign.org/ojs/index.php/IJDesign/article/viewFile/928/336 |
| Alternate Webpage(s) | http://www.ijdesign.org/ojs/index.php/IJDesign/article/viewFile/928/336/ |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
