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004
Publications

2020

Service Design for Business Process Reengineering

Authors
Banica, B; Patricio, L;

Publication
Lecture Notes in Business Information Processing

Abstract
In the technology enabled, competitive service environment, organizations try to innovate their service while redesigning their processes to increase efficiency. The present study is aimed at developing a design method that brings together, complementarily, constructs and approaches from two fields: Service Design, which offers a human-centered, holistic focus on creating novel services and Business Process Reengineering, mainly organizational, process redesign and process efficiency focused. The Service Design for Business Process Reengineering (SD4BPR) method was developed following a Design Science Research methodology and it was applied in a business environment for the improvement of the Pre-Sale processes of a software development company dedicated to the health area. The development of the method and its process of work are presented and discussed in order to show how SD4PBR can support the design of technology-enabled services while taking into consideration organizational issues and desired business efficiency. © Springer Nature Switzerland AG 2020.

2020

Channel Habits and the Development of Successful Customer-Firm Relationships in Services

Authors
Cambra Fierro, J; Melero Polo, I; Patrício, L; Sese, FJ;

Publication
Journal of Service Research

Abstract
Technology advances have profoundly changed the way customers and service organizations interact, leading to a multitude of service channels. This study investigates consumer habits toward service channels in order to understand the influence of these channel habits on perceptions and intentions (perceived switching costs and attitudinal loyalty) and on consumer behavior (service usage and cross-buy). We empirically test the framework in the financial services industry, and the results reveal that physical store habit increases perceived switching costs and that acquired habits toward the physical store and self-service kiosks have a positive influence on attitudinal loyalty. Perceived switching costs positively affect service usage, and attitudinal loyalty positively influences cross-buy. In addition, habits in each channel lead to an increase in the number of services acquired (cross-buy), but online and self-service kiosks channel habits negatively impact service usage, as the lack of physical presence may increase customer uncertainty. Because habits are built on the frequency and stability of channel usage, firms can manage habits by encouraging frequent interactions under stable contexts. In addition, firms should stimulate customer habits toward the physical store as it is central to the promotion of loyalty and for increasing service usage. © The Author(s) 2020.

2020

Service design as an innovation approach in technology startups: a longitudinal multiple case study

Authors
Korper, AK; Patricio, L; Holmlid, S; Witell, L;

Publication
CREATIVITY AND INNOVATION MANAGEMENT

Abstract
While service design has been accepted as a human-centered and cocreative approach to service innovation, its role in technology-driven contexts, specifically technology startups, has been largely unexplored. Previous research suggests that technology startups tend to focus on technical aspects of innovation, neglecting the value cocreation potential of service innovation that service design can facilitate. Focusing on value propositions as the main mechanisms of service innovation, this study explores how service design facilitates service innovation in technology startups. This longitudinal study examines the opportunities and challenges of introducing service design for the purpose of service innovation in five technology startups over a period of 11 months. Results reveal how service design facilitates the creation of new value propositions that expand the previous technology-driven focus towards a human-centered and cocreative one. Additionally, findings suggest that there are two levels of how service design becomes embedded in technology startups that are contingent on their life cycle stage. This contributes to the service innovation literature that views innovation as development of new value propositions and describes the key role of service design. The study also discusses managerial implications of the findings for technology startups and service designers and provides directions for future research.

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.

Supervised
thesis

2019

Integration of the multidisciplinary contributions on Service Design for Innovation

Author
Maíra Prestes Joly

Institution
UP-FEUP

2019

Understanding and Mapping the Retailing Employee Experience:  A Qualitative Study

Author
Benedita de Castro Girão Sanches de Sá

Institution
UP-FEUP

2019

Electric Mobility Services for Commercial Buildings

Author
Bárbara Ramos Sobreiro

Institution
UP-FEUP

2019

Understanding Service Innovation Approaches: Design Thinking and Service Design - An Exploratory Study

Author
Cátia Sofia Costa Miranda

Institution
UP-FEUP

2019

Understanding the customer engagement and the value co-creation with Smart Energy Services

Author
Luisa de Souza Gonçalves

Institution
UP-FEUP