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004
Publications

2019

A service design approach to healthcare innovation: from decision-making to sense-making and institutional change

Authors
Patrício, L; Grenha Teixeira, J; Vink, J;

Publication
AMS Review

Abstract

2019

Bringing service design to the development of health information systems: The case of the Portuguese national electronic health record

Authors
Teixeira, JG; de Pinho, NF; Patricio, L;

Publication
International Journal of Medical Informatics

Abstract
Background: Health Information Systems (HIS), and especially Electronic Health Records (EHR), offer great promise. However, the true benefits of HIS and EHR are more elusive as research shows they have obtained mixed results across countries. To increase the success of these systems while creating value for healthcare professionals, research emphasizes the importance of involving clinical users in the design of HIS. Objective: Following calls for interdisciplinary research and increased end-user participation in HIS development, this paper shows how a service design approach can support the successful development and implementation of national EHRs. Service design brings a human-centered, participatory, holistic, creative and visual approach to HIS development, through an iterative process of exploration, ideation, reflection and implementation, fostering stakeholder participation and co-creation of the solution. Method: This paper presents an in-depth case study of the Portuguese National EHR development and implementation following a service design approach. The study involved individual and group interviews, as well as participatory design workshops with more than 170 participants along the different stages of exploration, ideation, reflection and implementation. Results: The service design approach, including the visual models and tools used across the different design stages, was instrumental to envision new EHR concepts and design the system to enhance healthcare users experience. A qualitative study performed after implementation showed that the EHR was considered useful and easy to use, and these results are backed by widespread usage of the system. Discussion and conclusion: This paper shows how a service design approach can address key challenges in EHR development. By adopting a holistic perspective, service design broadens the scope of EHR development to understand its broader service system and position it to enable value creation with users. The human-centered, participatory, creative, visual and holistic approach supports the understanding of user needs and context, and their active involvement in the design and co-creation effort. This service design approach fosters user adoption at the implementation stage. Service design can thus contribute to the successful development and implementation of EHRs. © 2019 Elsevier B.V.

2018

Upframing Service Design and Innovation for Research Impact

Authors
Patricio, L; Gustafsson, A; Fisk, R;

Publication
JOURNAL OF SERVICE RESEARCH

Abstract
Service design and innovation are receiving greater attention from the service research community because they play crucial roles in creating new forms of value cocreation with customers, organizations, and societal actors in general. Service innovation involves a new process or service offering that creates value for one or more actors in a service network. Service design brings new service ideas to life through a human-centered and holistic design thinking approach. However, service design and innovation build on dispersed multidisciplinary contributions that are still poorly understood. The special issue that follows offers important contributions through the examination of service design and innovation literature, the links between service design and innovation, the role of customers in service design and innovation, and service design and innovation for well-being. Building on these contributions, this article develops a future research agenda in three areas: (1) reinforcing and expanding the foundations of service design and innovation by integrating multiple perspectives and methods; (2) advancing service design and innovation by improving the connection between the two areas, deepening actor involvement, and leveraging the role of technology; and (3) upframing service design and innovation to strengthen research impact by innovating complex value networks and service ecosystems and by building a cornerstone for transformative service research.

2018

Service Design for Value Networks: Enabling Value Cocreation Interactions in Healthcare

Authors
Patricio, L; de Pinho, NF; Teixeira, JG; Fisk, RP;

Publication
Service Science

Abstract

2018

Bringing Service Design to manufacturing companies: Integrating PSS and Service Design approaches

Authors
Costa, N; Patricio, L; Morelli, N; Magee, CL;

Publication
Design Studies

Abstract
Manufacturing companies increasingly try to innovate in their offers to consumers by creating more complete solutions that combine product and service components. However, shifting from a product-centric perspective to a solution-oriented perspective is challenging. The present study adopted a design research methodology and built on Service-Dominant logic, integrating the human-oriented perspective of Service Design with an organizational network-oriented perspective of Product-Service System. It creates a new Integrative PSS approach, evolves design models, and provides an application in a manufacturing industry. This paper details how the application supports the design of product-service system solutions from the exploration to the implementation stages, highlighting the physical evidence of service, and contributes to advance design research at the intersection of PSS and Service Design. © 2017 Elsevier Ltd.

Supervised
thesis

2017

Designing Product-Service System solutions for value co-creation - Integrating Product-Service System and Service Design approaches

Author
Nina Diana Oliveira da Costa

Institution
UP-FEUP

2017

Leveraging Service Design as a multidisciplinary approach to Service Innovation: Integrating multidisciplinary contributions to Service Design

Author
Maíra Prestes Joly

Institution
UP-FEUP

2016

Desenho de serviços para a economia do oceano: o caso da valorização do turismo naútico

Author
Maria Catarina Pinto Ferreira Rocha

Institution
UP-FEUP

2016

0

Author
Rosária Maria Afonso Rodrigues de Melo

Institution
UP-FCNA

2016

An integrated method for designing product-service system value-propositions in manufacturing and service industries

Author
Nina Diana Oliveira da Costa

Institution
UP-FEUP