Enhancing Digital Health Integration
Service Mapping for Healthcare Professionals
L.S. Tschiersch (TU Delft - Industrial Design Engineering)
F SleeswijkVisser – Mentor (TU Delft - Codesigning Social Change)
F.K. Bodell – Mentor (TU Delft - DesIgning Value in Ecosystems)
Julian Houwen – Graduation committee member (TU Delft - DesIgning Value in Ecosystems)
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Abstract
Digitalisation is regarded as an essential factor in solving the challenges facing healthcare
systems today and enabling more efficient patient-centred care. This graduation project aimed to create a mapping tool to help professionals in the healthcare sector evaluate the fit between context and service when implementing digital health services. Service design mapping methods can make the impact of these changes visible and actionable for all stakeholders, but professionals in healthcare lack specific tools and design expertise.
The project combined a literature review, stakeholder interviews and iterative prototyping to create a functional tool and conceptual roadmap detailing the adoption journey of the tool within the healthcare setting. Interview and user test participants included design researchers in healthcare, implementation managers, and clinicians, primarily from the Leiden University Medical Centre. Insights from these activities shaped the functionality, usability, and collaborative potential of the tool.
The outcome is an online implementation tool centred on a shared service map. It enables future service users to analyse their current and future workflow with a focus on their evolving roles and responsibilities. By embedding service design principles into the process, it addresses one of the key barriers to digital health implementation: uncertainty about the real-world impact of change.