Using Empathy-Centric Design in Industry: Reflections from the UX Researcher, the Client, and the Method Expert

Empathic design provides tools and frameworks supporting designers to understand users’ experiences with products or services. However, how does one hand over this empathic understanding of users to other internal stakeholders shaping the service experience? In this contribution, we reflect on a three-year implementation of an empathy-centric...

E-health relationships diabetes: 50 weeks evaluation

Hybrid e-health support was given to 11 insulin-dependent type 2 diabetes mellitus (DM2) patients, with electronic support plus a multi-disciplinary health support team. Challenges were low ICT and health literacy. After 50 weeks, attractiveness and feasibility of the intervention were perceived as high: recommendation 9.5 out of 10 and...

Beyond Good Intentions: Towards a Power Literacy Framework for Service Designers

Moving into the social and public sector, service design is becoming both more complex and more participatory. This is reflected in the greater diversity and interrelatedness of stakeholders and the wicked problems being addressed. However, although many service designers working in the social and public domains bring into their design...

A patient journey map to improve the home isolation experience of persons with mild COVID-19: Design research for service touchpoints of artificial intelligence in eHealth

Background: In the context of the COVID-19 outbreak, 80% of the persons who are infected have mild symptoms and are required to self-recover at home. They have a strong demand for remote health care that, despite the great potential of artificial intelligence (AI), is not met by the current services of eHealth. Understanding the real needs of...

Mitigating company adoption barriers of design-driven innovation with human centered design

In Design-Driven Innovation (D-DI) the meaning of a product or service is radically innovated to introduce a new paradigm that ideally can benefit people, companies, and society as a whole. However, due to the associated risks, most companies are hesitant to engage with and adopt D-DI. Human Centered Design (HCD) is preferred while innovation...

Systems approaches to healthcare systems design and care delivery: An overview of the literature

The healthcare sector is facing significant challenges that require a systems approach, resulting in a rapid growth in the application of systems approaches in healthcare since the beginning of the 21st century. Consequently, healthcare practitioners and policymakers now desire to understand the evidence-base for the approach, but little...

Actionable attributes of service design for business

The role of service deliverables in the early phases of service development has been studied both in academia and practice. We lack knowledge on the impact of service deliverables for the later phases of the service development process in which service designers are usually not engaged. In this paper, we aim to understand what attributes of...

EHealth WhatsApp for social support: Design lessons

WhatsApp was evaluated as group support tool for a high impact healthy lifestyle intervention, with 11 young professionals. Users valued the WhatsApp group as an attractive social support addition to the existing eTools and personal coaching. Based on preliminary results: 1) the WhatsApp group generated higher participation than most other...

A CHAT approach to understand framing in digital service innovation

Within the third wave of digital service innovation, framing is becoming increasingly complex. Accordingly, design practice finds itself in a transition from designing single service solutions that are shared, to designing systemic solutions that are shareable. We report a case study in which we use Cultural Historical Activity Theory (CHAT) to...

The isitethical? Exchange responsible research and innovation for disaster risk management

This paper describes the IsITethical? Exchange, a European knowledge and service hub we are developing with and for diverse parties involved in crisis and disaster risk management. Their commitment to European values and fundamental rights underpins the rationale of the initiative, which is to support European societies' need for high quality...

Bridging sustainable business model innovation and user-driven innovation: A process for sustainable value proposition design

With an increasing population, a growing middle class and increased resource use, our current ways of living and doing business are unsustainable. Next to the implementation of innovative technology, sustainable development based on innovative business models, better understating of customer needs and behavioural change are crucial. This...

Competitive tendering in The Netherlands: Central planning vs. functional specifications?

The competitive tendering regime introduced in The Netherlands in 2001 aims at stimulating innovation in service design. One can observe, in the meantime, a variety of arrangements as transport authorities vary considerably in the level of service design freedom they give to operators, both in tendering and within contracts. This paper presents...