Healthcare is profoundly changing in its way to communicate, provide and carry out care processes. The ageing population and the change of society from a product-oriented into a service- and experience-oriented society requires a new way to innovate healthcare. Service design is a potential response to this need and this thesis aims to explore how design tools, methods and techniques can be modified to build design capability among the members of an organization in a healthcare context. An initial research has been carried out to understand the potential of design tools, specifically the customer journey, at Centro Medico Santagostino where the research took place. In the following, an action research project was conducted to explore how design tools, specifically the customer journey, could be modified to enhance the building of design capability. The customer journey as a tool has been adapted to break barriers to service design and empower organizational members in building design capability with few training. Service design is a potential response to this need and this thesis aims to explore how design tools, methods and techniques can not just be applied by service designers in the organization, but how these tools can be modified to actually build design capability among its members. An initial research followed by an action research project has been carried out to understand the existing perception of service design, how it integrates and how design tools, specifically the customer journey, could be modified to enhance the building of design capability. The customer journey as a tool has been adapted to break barriers to service design and empower organizational members in building design capability with few training.
La sanità sta profondamente mutando nel suo modo di comunicare, fornire ed eseguire i processi di cura degli individui. L'invecchiamento della popolazione ed il cambiamento della società, meno orientata a prodotti ed ora fondata su esperienze e servizi, richiedono nuove metodologie per innovare il settore sanitario. Potenzialmente, Il design del servizio rappresenta una valida soluzione per questo bisogno. Questa tesi mira ad indagare come strumenti, metodi e tecniche di design possano essere applicati non solamente da designer, ma da qualsiasi membro dell'organizzazione di riferimento, ottenendo risultati concreti. Una ricerca iniziale ed un processo di ricerca attiva hanno permesso di comprendere l'attuale percezione del design di servizio all'interno dell'organizzazione, oltre che il suo grado di integrazione nei processi. È stato inoltre analizzato come gli strumenti operativi di design, nello specifico la customer journey, potrebbero essere modificati con il fine di potenziare le competenze di design. La customer journey, intesa come strumento, è stata dunque adattata e modificata con l'obiettivo di superare le barriere tra l'organizzazione ed il design di servizio e per offrire l'opportunità di costruire competenze di design nonostante la bassa formazione in materia.
Adapting design tools to incentivize the development of design capability in healthcare. A case study
SCHMITTINGER, FELICITAS
2017/2018
Abstract
Healthcare is profoundly changing in its way to communicate, provide and carry out care processes. The ageing population and the change of society from a product-oriented into a service- and experience-oriented society requires a new way to innovate healthcare. Service design is a potential response to this need and this thesis aims to explore how design tools, methods and techniques can be modified to build design capability among the members of an organization in a healthcare context. An initial research has been carried out to understand the potential of design tools, specifically the customer journey, at Centro Medico Santagostino where the research took place. In the following, an action research project was conducted to explore how design tools, specifically the customer journey, could be modified to enhance the building of design capability. The customer journey as a tool has been adapted to break barriers to service design and empower organizational members in building design capability with few training. Service design is a potential response to this need and this thesis aims to explore how design tools, methods and techniques can not just be applied by service designers in the organization, but how these tools can be modified to actually build design capability among its members. An initial research followed by an action research project has been carried out to understand the existing perception of service design, how it integrates and how design tools, specifically the customer journey, could be modified to enhance the building of design capability. The customer journey as a tool has been adapted to break barriers to service design and empower organizational members in building design capability with few training.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/143504