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A Service Design Thinking Approach for Stakeholder-Centred eHealth.
1SINTEF, Norway.
This study introduces service design thinking for eHealth services, offering methods to evaluate current offerings and propose future improvements. It presents new tools to involve stakeholders in designing better digital health experiences.
Area of Science:
- Health Informatics
- Service Design
- Human-Computer Interaction
Background:
- Limited empirical evidence exists on applying service design to eHealth.
- Existing research focuses on general health services, not specifically digital ones.
- Need for structured approaches to design and improve eHealth services.
Purpose of the Study:
- To present a service design thinking approach for eHealth service specification.
- To demonstrate how to evaluate existing eHealth services and ideate new ones.
- To introduce novel tools for stakeholder engagement in eHealth design.
Main Methods:
- Application of a service design thinking framework.
- Development and proposal of Service Journey Modelling Language.
- Creation and utilization of Service Journey Cards for stakeholder engagement.
Main Results:
- The proposed approach effectively supports the evaluation of current eHealth services.
- Service Journey Modelling Language and Cards facilitate stakeholder collaboration in design.
- The methods provide a structured way to specify both existing and new eHealth services.
Conclusions:
- Service design thinking is applicable and beneficial for eHealth service development.
- Service Journey Modelling Language and Cards are valuable tools for engaging stakeholders.
- This approach can enhance the design and user experience of eHealth services.
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