Table Of ContentMario A. Pfannstiel Editor
Human-Centered
Service Design
for Healthcare
Transformation
Development, Innovation, Change
Human-Centered Service Design
for Healthcare Transformation
Mario A. Pfannstiel
Editor
Human-Centered Service
Design for Healthcare
Transformation
Development, Innovation, Change
Editor
Mario A. Pfannstiel
Department of Health Management
Neu Ulm University of Applied Sciences
Neu-Ulm, Bavaria, Germany
ISBN 978-3-031-20167-7 ISBN 978-3-031-20168-4 (eBook)
https://doi.org/10.1007/978-3-031-20168-4
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Preface
Seventy-two well-respected authors and experts collaborated on this edited col-
lection and have incorporated their knowledge and experiences into 25 chapters.
Now that all of their work has been compiled, there is the opportunity to reflect
on it overall and draw conclusions. One goal in publishing this book was to give
order to the many different developments in the field of human-centered service
design and make it more accessible to a broad public. The works included here
show that a transformative process in healthcare is taking place to continually
improve and optimize the healthcare system and to center it on patients’ needs.
The changes and interventional actions have large and small effects on individuals
and groups, on organizations and society, on the culture, economy, and science.
Intelligent solutions can be developed using new approaches, methods, and tools.
This book covers the basic knowledge necessary for transformative processes and
also offers a deeper look at essential areas of responsibility, work, research, and
development. The theoretical knowledge and many practical examples presented
in this book are aimed at a broad audience and encourage differentiated discus-
sion, further development, and more concrete definitions. Among those to whom
this book is addressed are physicians, nursing professionals, decision-makers at
public hospitals, privately run hospital chains, and other integrated healthcare
institutions. This book is also suited for acquiring and processing knowledge
individually and in groups. Comprehensive expertise is required to manage cur-
rent and difficult issues. Interdisciplinary expert teams with representatives from
hospitals, pharmacies, health insurance funds, rehabilitation clinics, universities,
and consulting firms have the potential to find and apply effective solutions.
Drawing on the expertise of stakeholders in the healthcare system, it is possible
to communicate, transfer, and pass on fundamental and practical knowledge and
to improve it for the benefit of all.
Human-centered service design in the healthcare system focuses squarely on
individuals in their entirety when designing products, services, interpersonal inter-
actions, and processes in and between institutions (Fig. 1). One aim is to respect
the individual in regard to their values, ideas, and desires and to learn what their
expectations and needs are and to meet them. The individual person should be
recognized and included as a partner in the process. The responses to a person’s
v
vi Preface
Fig. 1 Human-Centered service design for healthcare transformation. Source Author’s own figure
(2022)
requirements and changing circumstances should be more efficient, more respect-
ful, and more transparent. The expected and the unexpected can thus be adjusted
and optimized. The need to take measures in relation to the design can also be
addressed. The design contributes to achieving goals and managing work tasks, but
does not focus on the service provider or the provider-consumer relationship, but
rather on the recipient of the services and the ecosystem surrounding the recipient.
Modifying designs can have a positive influence on patients. They can improve and
increase the mental and physical well-being of patients, as well as their personal
development in coping with a new environment because cognitive, emotional,
motivational, and sociocultural aspects are recognized and responded to. Safe,
high-quality, and environmentally friendly materials in the design have an effect on
a person’s surroundings and on the person. Relaxation and stress reduction can be
encouraged and lead to more mindfulness and less anxiety. Human-centered design
can thus support patients’ ability to heal in the healthcare system. It is apparent
that a very special importance is given to design, because it combines objects and
subjects mutually, penetrates all areas of life, and, from the patient’s perspective,
perfects the usefulness. Design provides the support for people to have long and
healthy lives.
Preface vii
With increasing digitalization, patients are surrounded and influenced by cre-
dence goods that have no firmly secure basis for behavior or assessment. These
tangible and intangible goods can be viewed and designed individually or as a
complex whole. As this book shows, there are many approaches, strategies for
action, and a wide range of perspectives to deal with this topic. Each person must
undertake their own evaluation of the situation, design options, and success fac-
tors. The existing lack of focus must be used to define a framework that is not
too constricted and that enables a wholistic perspective in order to include and
evaluate different points of view. Interdependencies and restrictions in the presen-
tation of points of view and situations make assumptions about norms, values, and
attitudes. Mindsets, living environments, and values, such as “cost, time, and qual-
ity,” must stand in a balanced relationship with each other in order to purposefully
use human-centered design to transform the healthcare system. Cost pressure and
capacity reduction are clear signs of a transformation in business and science and
markers for the changes at the levels of structure, process, and outcome.
In the healthcare system, the patient should, as a result of centering all activities,
receive high-quality treatment and care. In the course of providing this, patients are
viewed as unique individuals who are dependent on help and support. Connected
to centering the patient is the concentration and focus of all business and treat-
ment processes on the patients’ passage through the system. The aim is to achieve
a better profitability at healthcare institutions, improve working conditions for
employees who display great levels of dedication and commitment, and to improve
the experience and provision of services for patients. Here, great importance is
given to the relationship between the doctors and nursing staff, and the patient.
Patients must be cared for, healed, accompanied, guided, and often instructed on
how to handle a disease. In addition to medical treatment, the non-medical care
also plays a major role, for example, if there are administrative issues such as ques-
tions about billing, problems with reimbursement or legal matters. Nevertheless,
it must be taken into account that the implementation of human-centered design
in the healthcare system is still inadequate. There are numerous problems and
potential solutions that can be identified in the various areas. It frequently remains
unclear how these areas can be interlinked to achieve high level of performance
that truly places the patient at the center of healthcare.
This book succeeds in giving an overview of the topics outlined above and
presenting the scientific and epistemic basics of human-centered design in a com-
prehensible manner. This edited work enables quick access to relevant knowledge
for scholarly papers and research projects in academia and practice.
The contributions of the authors in this anthology are structured in the following
fashion: contribution title, summary, introduction, main part, conclusion, bibliog-
raphy, and biography. Furthermore, each author sums up his or her explanations
and insights in the article for a summary at the end of the article.
I would like to thank the numerous authors of this anthology who brought a
wide array of fascinating issues from practical experience and engrossing science
viii Preface
topics into my anthology. Finally, i want to extend my warmest gratitude to the
Springer Publishing AG at this point who contributed my ideas to support me in
compiling the layout of this anthology and put the whole book with the chapter
together.
Neu-Ulm, Germany Mario A. Pfannstiel
2022
Contents
Bridging the Health Gap: Human-Centered Approaches to Connect
Clinical and Community Care ........................................... 1
Patricia Alafaireet and Philippe Diserens
The Change from Leadership to Leadershift—The
Human-Centered Service Design Approach Requires New
Leadership Competencies in the Health System ......................... 21
Karin Messer-Misak and Christian Lagger
Empowered Health and Social Care Staff: The Value
of Human-Centred Service Design in Co-producing Transformative
Change .................................................................. 35
Stuart G. Bailey, Karen Bell, Julie Gordon, Hans Hartung,
and Zoë A. Prosser
Human-Centered Service Design and Transformative Innovation:
Beginning to Understand How Innovation Culture Shifts Within
the Public Health System in Western Australia .......................... 53
Sash Milne, Christopher Kueh, Stuart Medley, Neil Lynch,
and Benjamin Noteboom
Enhancing Seldom Heard Perspectives in Human-centred Service
Design for Health and Social Care Transformation ...................... 73
Kris Kalkman and Marikken Høiseth
Educational Challenges in Integrating Healthcare and Social
Services: The Case of the University of Tartu Pärnu College
in Designing a Master’s Programme in Person-Centred Social
Innovation ............................................................... 87
Ewe Alliksoo, Margrit Kärp, Heli Tooman, and Karit Jäärats
Exploring Services’ patient-centredness. Design Challenges
for a Future Design Agenda ............................................. 109
Stefano Maffei, Massimo Bianchini, and Beatrice Villari
Human-Centered Gatekeeping: “Neyim Var?” .......................... 137
Çag˘das¸ Erkan Akyürek, S¸ükrü Anıl Toygar, and Elif Erbay
ix
x Contents
Patient Autonomy and User Autonomy in the Ecology of Care .......... 149
Miso Kim
Innovative Service Design for Global Health ............................ 167
Lesley Clack and Rachel Ellison
Formative Interventions for Healthcare Sustainability:
A Developmental Design Agenda ........................................ 177
Peter Jones and Pranay Arun Kumar
Healthcare Complexity and the Role of Service Design in Complex
Healthcare Systems ...................................................... 197
Jürgen Faust, Birgit Mager, and Carol Massa
Zooming in and Out of Complex Systems: Exploring Frames
in Incremental Participatory Design Projects ............................ 221
Adeline Hvidsten and Frida Almqvist
Transforming Complexity: A Human-Centred Design Approach
to Engage Young People in the Philippines with Dialogues About
HIV Service Delivery .................................................... 243
Christopher Kueh, Gareth Durrant, Fanke Peng, Philip Ely,
and Justin Francis Bionat
Storytelling as a Way to Design and Innovate Healthcare Services
for Children ............................................................. 265
Mira Alhonsuo, Jenny Siivola, Melanie Sarantou, and Satu Miettinen
The Approach of Design Sprints in Healthcare Transformation ......... 285
Christophe Vetterli and Philipp Schmelzer
Building an Equity-Centered Design Toolkit for Engaging Patients
in Health Research Prioritization ........................................ 295
Alessandra N. Bazzano and Lesley-Ann Noel
Designing a Conceptual Wayfinding Structure to Manage
Information for Human-Centered Healthcare Experience ............... 317
Cecilia Xi Wang and Craig M. Vogel
“My Heart Jumped. Do I Have Cancer?”—Results of a Co-design
Study with Cervical Cancer Screening Participants ..................... 329
Sandra Klonteig, Jiaxin Li, and Ragnhild Halvorsrud
Not just Targets: Human Prospects in Health Services
for All—Insights from an Italian Case Study on Covid-19
Vaccination and Preventive Services ..................................... 353
Gianluca Antonucci, Marco Berardi, and Andrea Ziruolo
