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Beyond "implementation": digital health innovation and service design
James Shaw1,2, Payal Agarwal1, Laura Desveaux1,2
11Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada.
NPJ Digital Medicine
|July 16, 2019
Summary
Shifting from digital tool implementation to service design, focusing on value proposition design (VPD), can improve healthcare technology adoption. Considering the tool, team, and routine ensures successful digital health integration for better patient experience and outcomes.
Area of Science:
- Health Informatics
- Service Design
- Digital Health Adoption
Background:
- Digital tools offer potential for the triple aim in healthcare but show variable impact.
- Current approaches often focus on implementation rather than holistic service design.
Purpose of the Study:
- To advocate for a service design perspective in digital health technology adoption.
- To introduce Value Proposition Design (VPD) as a strategy for successful adoption.
Main Methods:
- Conceptual framework presented: Value Proposition Design (VPD).
- Heuristic [Tool+Team+Routine] proposed for service design initiatives.
- Illustrative case scenario of a digital care coordination platform.
Main Results:
- VPD encourages honest assessment of digital tool value for daily work.
- Understanding team member perspectives on technology value is crucial.
- Service redesign is facilitated by considering technology's impact on routines.
Conclusions:
- A service design approach, emphasizing [Tool+Team+Routine], enhances digital technology adoption success.
- Challenges remain in advancing service design for healthcare technology adoption.