This book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design.
Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an importantpart of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience.
表中的内容
Chapter 1. Bridging the Health Gap: Human-centered Approaches to Connect Clinical and Com-munity Care (Patricia Alafaireet).- Chapter 2. The Change from Leadership to Leader-shift, The human-centered service design approach requires new leadership competencies in the health system (Karin Messer-Misak).- Chapter 3. Empowered health and social care staff: The value of human-centred service design in co-producing transformative change (Stuart G. Bailey).- Chapter 4. Human-Centred Service Design and Trans-formative Innovation: Beginning to under-stand how innovation culture shifts within the public health system in Western Australia (Sash Milne).- Chapter 5. Enhancing Seldom Heard Perspectives in Human-Centered Service Design for Health and Social Care Transformation (Kris Kalkman).- Chapter 6. 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 (Ewe Alliksoo).
关于作者
Prof. Dr. Mario A. Pfannstiel is a researcher and lecturer in the field of healthcare service management at the University of Applied Sciences in Neu-Ulm, Germany. He is the program director of the Digital Healthcare Management Master’s program. His current research interests focus on innovative services, service design, service business model innovation, artificial intelligence in healthcare service delivery, and innovation and technology management.
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