Promoting a culture of inclusive service design in the healthcare sector is crucial to improving care and patient-centred solutions, While indicators of accessibility and inclusivity exist in architecture and product design a framework with principles and indicators for supporting inclusive service design in the healthcare sector is still missing. The research question explored in this thesis is: What are the key indicators of inclusive service design in the health sector? The thesis proposes research with the aim of developing a toolkit, starting from the EU Accessibility Act and a thematic analysis of the literature on service design in the context of healthcare, psychology and public service design.The indicators extracted from the literature are grouped into four categories: physical, sensory, cognitive and psychosocial, and into two phase, planning and delivery. Once a prototype of the toolkit was proposed, a validation process was carried out through a survey to collect quantitative and qualitative data on the relevance of the indicators and user needs, and a co-design session to test the application of the prototype of the toolkit. Then the final version of the “Toolkit for Inclusive Healthcare Services” is developed, in which indicators are presented into 10 categories (Design process, Community, Physical spaces, Light, Acoustics, Interfaces/Digital touch points, Communication, Wayfinding, Feedback) which are clustered into three macro sections: Principles of Inclusive Design, Material Performance Indicators, Human Performance Indicators. According to their roles and skills, the toolkit provides professionals with relevant indicators to consider in order to design and evaluate the inclusive performance of the different elements of the healthcare service. Designers can use the resulting indicators as a comprehensive source of issues to guide the design of new and existing services. Researchers can use the toolkit as a first catalogue of indicators for evidence-based inclusive design for health sector redesign. Finally, future developments to be followed in order to improve the toolkit are presented.
Promuovere una cultura di progettazione inclusiva dei servizi nel settore sanitario è fondamentale per migliorare l’assistenza e le soluzioni incentrate sul paziente. Sebbene esistano indicatori di accessibilità e inclusività nell’architettura e nel design del prodotto, tali framework per supportare la progettazione inclusiva dei servizi nel settore sanitario ancora non ci sono. La domanda di ricerca in questa tesi è: Quali sono gli indicatori per una progettazione inclusiva dei servizi nel settore sanitario? La tesi propone una ricerca con l’obiettivo di sviluppare un toolkit, partendo dall’EU Accessibility Act e un’analisi tematica della letteratura sul service design nel contesto della sanità, della psicologia e dei servizi pubblici. Gli indicatori estratti dalla letteratura sono raggruppati in quattro categorie: fisica, sensoriale, cognitiva e psicosociale, e in due fasi, progettazione ed erogazione. Una volta proposto un prototipo del toolkit, è stata effettuata una validazione con un sondaggio per raccogliere dati quantitativi e qualitativi sulla rilevanza degli indicatori e sulle esigenze degli utenti, e una sessione di co-progettazione per testare l’applicazione del prototipo del toolkit. Successivamente è stato sviluppata la versione finale del “Toolkit per Servizi Sanitari Inclusivi”, in cui gli indicatori sono raggruppati in 10 categorie (Design process, Comunità, Spazi fisici, Luce, Acustica, Touch points digitali, Comunicazione, Wayfinding, Feedback) e divisi in tre sezioni: Principi di Progettazione Inclusiva, Indicatori di Performance Materiali, Indicatori di Performance Umana. Il toolkit fornisce ai professionisti incaricati, degli indicatori rilevanti da considerare per progettare e valutare la prestazione inclusiva dei diversi elementi del servizio sanitario. I designers possono utilizzare gli indicatori risultanti come guida per la progettazione di servizi nuovi ed esistenti. I ricercatori possono utilizzare il toolkit come primo catalogo per una progettazione inclusiva basata sull’evidenza per la riprogettazione del settore sanitario. Infine vengono presentati gli sviluppi futuri da seguire per migliorare il toolkit.
Toward a toolkit of principles and indicators for inclusive service design in the healthcare sector
Petazzoni, Marco
2022/2023
Abstract
Promoting a culture of inclusive service design in the healthcare sector is crucial to improving care and patient-centred solutions, While indicators of accessibility and inclusivity exist in architecture and product design a framework with principles and indicators for supporting inclusive service design in the healthcare sector is still missing. The research question explored in this thesis is: What are the key indicators of inclusive service design in the health sector? The thesis proposes research with the aim of developing a toolkit, starting from the EU Accessibility Act and a thematic analysis of the literature on service design in the context of healthcare, psychology and public service design.The indicators extracted from the literature are grouped into four categories: physical, sensory, cognitive and psychosocial, and into two phase, planning and delivery. Once a prototype of the toolkit was proposed, a validation process was carried out through a survey to collect quantitative and qualitative data on the relevance of the indicators and user needs, and a co-design session to test the application of the prototype of the toolkit. Then the final version of the “Toolkit for Inclusive Healthcare Services” is developed, in which indicators are presented into 10 categories (Design process, Community, Physical spaces, Light, Acoustics, Interfaces/Digital touch points, Communication, Wayfinding, Feedback) which are clustered into three macro sections: Principles of Inclusive Design, Material Performance Indicators, Human Performance Indicators. According to their roles and skills, the toolkit provides professionals with relevant indicators to consider in order to design and evaluate the inclusive performance of the different elements of the healthcare service. Designers can use the resulting indicators as a comprehensive source of issues to guide the design of new and existing services. Researchers can use the toolkit as a first catalogue of indicators for evidence-based inclusive design for health sector redesign. Finally, future developments to be followed in order to improve the toolkit are presented.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/214648