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Detalhes

004
Publicações

2019

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

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

Publicação
AMS Review

Abstract

2019

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

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

Publicação
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.

2019

Leveraging service design as a multidisciplinary approach to service innovation

Autores
Joly, MP; Teixeira, JG; Patricio, L; Sangiorgi, D;

Publicação
Journal of Service Management

Abstract
Purpose: Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple perspectives hampers this potential to be realized. Through an activity theory lens, the purpose of this paper is to examine core areas that inform service design, identifying shared concerns and complementary contributions. Design/methodology/approach: The study involved a literature review in two stages, followed by a qualitative study based on selected focus groups. The first literature review identified core areas that contribute to service design. Based on this identification, the second literature review examined 135 references suggested by 13 world-leading researchers in this field. These references were qualitatively analyzed using the NVivo software. Results were validated and complemented by six multidisciplinary focus groups with service research centers in five countries. Findings: Six core areas were identified and characterized as contributing to service design: service research, design, marketing, operations management, information systems and interaction design. Data analysis shows the various goals, objects, approaches and outcomes that multidisciplinary perspectives bring to service design, supporting them to enable service innovation. Practical implications: This paper supports service design teams to better communicate and collaborate by providing an in-depth understanding of the multiple contributions they can integrate to create the conditions for new service. Originality/value: This paper identifies and examines the core areas that inform service design, their shared concerns, complementarities and how they contribute to foster new forms of value co-creation, building a common ground to advance this approach and leverage its impact on service innovation. © 2019, Maíra Prestes Joly, Jorge Grenha Teixeira, Lia Patrício and Daniela Sangiorgi.

2019

Advancing service design research with design science research

Autores
Teixeira, JG; Patricio, L; Tuunanen, T;

Publicação
JOURNAL OF SERVICE MANAGEMENT

Abstract
Purpose Service design is a multidisciplinary approach that is key to service innovation, as it brings new service ideas to life. In this context, the development of new service design methods and models for creating new service futures is an important stream of service design research. Such developments can benefit from a systematized research methodology that builds on existing knowledge and robustly evaluates the suitability of research contributions. To address this challenge, the purpose of this paper is to present design science research (DSR), an established methodology from the information systems field, and examine how it can be useful for service design research by supporting the development of new artifacts, such as service design constructs, methods and models. Design/methodology/approach This paper presents DSR and related literature and shows how DSR can support service design research through a step-by-step approach. A methodology to develop prescriptive-driven solutions for classes of problems, DSR can support service design research in developing rigorous and relevant research. One illustrative example of a service design research effort using the DSR approach is presented. Findings Building on DSR's robust methodological background, this paper discusses how DSR can support service design research, namely, through the development of new methods and models, and how DSR can be adapted to leverage service design research participatory, iterative, human-centric and creative approach. Originality/value This paper provides an overview of DSR and proposes it as a methodology to conduct service design research, offering step-by-step guidance on the application of DSR in service design research and discussing how it can be adapted according to the specific characteristics of service design research and drive future research.

2018

Upframing Service Design and Innovation for Research Impact

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

Publicação
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.

Teses
supervisionadas

2017

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

Autor
Nina Diana Oliveira da Costa

Instituição
UP-FEUP

2017

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

Autor
Maíra Prestes Joly

Instituição
UP-FEUP

2016

Multicanal: Estudo da satisfação do cliente nos diferentes canais de contacto com uma empresa de acessórios de moda

Autor
Ana Rita Maia Monteiro da Silva

Instituição
UP-FEUP

2016

Service Design para a experiência do cliente num contexto B2B

Autor
Ana Rita Pires Pereira

Instituição
UP-FEUP

2016

Creating a Product-based Service Start up

Autor
Catalina Rodríguez Espinoza

Instituição
UP-FEUP