사용자중심 의료공간을 위한 서비스디자인 프로세스의 적용사례

Total Care Products are innovative packages consisting of hardware and services integrated to provide a complete functional provision. These types of products are becoming increasingly popular as companies strive to find new ways to ensure their business remains profitable and their products are attractive to customers. The Total Care Product creation process requires close collaboration between the customer and supplier as the two parties engage in an iterative, often time-consuming procedure involving needs, expectations and solutions exploration that ultimately leads to the creation of the functional product. This paper describes a novel design process for Total Care Product creation that seamlessly integrates hardware and service support by providing a robust design methodology and process support tool that firstly breaks down Total Care Product creation into distinct stages, and then the support structure is provided to facilitate the design and decision-making process at each stage in a rapid and simplified way. In order to be able to integrate hardware and service support design in such a manner, it is first necessary to assess how the hardware and service design processes are currently performed in their own right. The hardware design process is well documented and understood, in contrast to service design. This paper describes the service design process in detail, highlighting the similarities with hardware design and detailing how services are designed. Having described the service design process, and using knowledge of hardware design, the paper then proceeds to describe the development of a fast design process for the Total Care Product creation process that integrates both hardware and services. The numerous potential benefits of employing the fast design process are highlighted.

The main international Information Technology Service Management (ITSM) process frameworks such as ITIL V3 and the ISO/IEC 20000-4, includes a service design process as part of their mandatory set of processes. Nevertheless, even with such availability of processes, their used nomenclature, their phase-activity structure, and their granularity level used for their descriptions, are non-standardized. Consequently ITSM academics are faced with a useful but disparate and diffused literature, and ITSM professionals lack suitable step-by-step service design methodologies. In this chapter, we present ITSDM (Information Technology Service Design Methodology), which is elaborated on best practices suggested in ISO/IEC 20000-4 and ITIL v3 design processes with the aim to provide a step-by-step guideline with phases, activities, tasks, roles, controls and input-output artifacts. We illustrate its utilization with a real IT service (Cloud Storage service) that is ready operational in a German Higher Education Institution. We found that ITSDM provided qualitative benefits such as: ease of use, usefulness, compatibility and value. However, given the novelty of this methodology, we encourage for further empirical studies for providing more definitive results.

Fierce competition and more demanding needs for customer oriented services have been instigated service organizations to apply new approaches for service design and delivery. Private banking systems are one of the most important parts of service organizations. The efforts in grasping more financial resources by private banks versus governmental banks as well as growth in customers' needs for effective services have enforced private banking managers for using new service design and development process in Iranian private bank systems. New Service design and Development (NSD) process providing the lower cost and higher benefit methods for creation of competitive advantage in global banking systems. In this paper the effective determinants in new service development process of Iranian private Banks has been identified. The qualitative data was collected through interviews. The methodology is adapted from in-depth interviews with academic experts and managers of private banking systems until theoretical saturation state achieved. The gathered data was analyzed using axial and open coding methods. The results shows that the NSD process Iranian private banking systems is consist of four main stages and 28 axial factors and 52 secondary factors. The main factors are includes of analysis& new concept development, design, pilot and launch, development stages. Eventually, the results of this paper can be used for the new services development process in the private banking systems of a competitive environment at the other countries.

In light of product companies shifting towards services and service companies embracing service design approaches, there is a greater need for the proliferation of service design. However, organizations are still not fully ready for this shift. Notably, Information Technology (IT) service organizations provide a unique premise, where employees engage and facilitate their customers to undergo the journey of adopting service design into their service innovation processes, while they themselves are similarly undergoing the same journey. Amidst the different change management theories available, to help their employees learn, design and deliver better customer services, organizations are exploring and adopting different approaches to introduce service design. We explored an inside-out approach where we wanted the employees of IT organizations to understand, develop and experience the power of a service design-led innovation activity, understand the different complexities involved, and further become empowered to design service experiences for their customer organizations. Using iterative ‘Plan-Act-Observe-Reflect-Refine’ cycles, we explored several internal employee-centric services such as employee hiring, onboarding and integration services. We adopted the CraftChange behaviour change progression model to enable the proliferation of service design techniques and processes, by using the ‘internalizing through experiencing’ approach. Once the employees experienced the benefits of service design within their organization, they were ready to proliferate service design, in their respective customer organizations. In this paper, we share our reflections on the ‘inside-out’ service design proliferation journey within the large multi-cultural and global IT organization in which we work. We argue that our approach can aid highly pluralistic, varied-domain or cross-geography complex services to plan their service design proliferation strategies and activities effectively.

A variety of healthcare robots for elderly care have been developed. However, as the elderly and caregivers experience psychological resistance towards not only new technologies but specifically to robots, the adoption of healthcare robots has scarcely progressed. This article aims to develop a service design method, which consists of a design process including design tools to identify jobs in an elderly care facility and to reveal what kinds of jobs to assign to service robots and to caregivers. This article develops a design method which is composed of six steps and adopts original design tools to identify jobs needed in elderly care facilities and assign them to human and non-human actors, including service robots. The tools include an actor map to visualize the Actor to Actor (A2A) network, a current jobs to be done (JTBD) worksheet to visualize existing jobs, a new JTBD worksheet to visualize new jobs, and an actor worksheet to summarize information about each actor including their philosophy. With this design method, we conducted a series of workshops with the aim to develop a service fulfilled by humans and non-humans at an elderly care facility in Shizuoka prefecture in Japan. The results of questionnaires administered to the workshop participants demonstrated the effectiveness of all the tools except the new JTBD worksheet. Also, the results of interviews with employees in the elderly care facility indicated the effectiveness of the approach, which reveals visible and invisible regulative, normative and cultural-cognitive elements through interviews with human actors, and embeds them in the service design process. The design method including the original design tools proposed in this article contribute to a service design method for the use of robots in elderly care facilities by allocating jobs to human actors and non-human actors appropriately, and it also contributes to the issue of psychological resistance to the adoption of service robots in these facilities, which brings efficiencies to society. The contribution of this article is to reframe the issue of resistance to the adoption of service robots in elderly care facilities to the issue of what kinds of jobs in an elderly care facility should be assigned to service robots or caregivers, and the development of a service design process including original design tools.

The International Journal of Integrated Care (IJIC) is an online, open-access, peer-reviewed scientific journal that publishes original articles in the field of integrated care on a continuous basis.IJIC has an Impact Factor of 5.120 (2020 JCR, received in June 2021)

For people to become adapt in the methodology of Service Design, it is important that they achieve small but initial success which will encourage them to take the initiative in solving problems, before they learn skills and knowledge. However, books and instruction courses on Service Design focus on the learning of skills and knowledge, so beginners hesitate to apply Service Design freely. We propose 3 heuristic requirements for beginners to apply Service Design in practice and introduce the Stiction-free learning method in book-form. We evaluate the method and the results showed the effectiveness of our easy book-form, trouble check-sheet and verbalized implicit knowledge.

Service design provides the means to make sense of the complex interactions and processes experienced when delivering and receiving patient care. The tools of service design generate visual narratives that communicate experiences of and interactions between medical staff, hospital patients and carers, as well as mapping processes and systems and identifying the nature of relationships between the various stakeholders involved. Often service design tools are used to communicate what was observed and what might be done, but when used as analytical and diagnostic tools, they deliver a powerful means of sharing thinking and decision-making across a wider community beyond the designers themselves. The authors discuss the application of human-centric service design, not only as the means to design innovative service outcomes but to analyse and diagnose the complex processes involved in delivering patient care. The utilisation of this multifaceted design process resulted in richer service prognosis and propositions in concordance with the needs of patients, carers, hospital staff and clinicians than often provided by the more routine qualitative or quantitative analysis of service delivery. Using case studies of projects undertaken at University Hospital Crosshouse to illustrate our findings, this chapter explores the issues encountered during the application of service design and service thinking by clinical and non-clinical professionals, including the lessons learned in developing sustainable innovation practices that reduced reliance on the presence of designers. We highlight the dynamics of this approach, looking through the lens of person-centred service design and open innovation, how staff and service users engaged in exploring new insights and approaches.

In accordance with the maturation of industry, the major mean of value offering shifts from mass products to services. To develop successful services, the cooperation with different organizations and individuals is effective since innovative services often require various capabilities and resources which are difficult to obtain by one company. For the realization of such a cooperative service, a design methodology which can handle requirements of various stakeholders and a complex service structure is required. However, the general methodology for cooperative services has not been established. In this paper, the authors propose a service design methodology of cooperative services. This methodology includes a service evaluation framework to adjust the specification of a service which influences the multiple stakeholders, a computational simulation method for service evaluation and a service design process based on the proposed methods.

In this chapter, we discuss the way service design processes are conducted through make-believe, and the contributions that service design and its modes of thinking can offer for HCI. Focusing on the experientiality of service, we through a review of design processes, business logics and sample techniques illustrate the presence of make-believe at all stages of fruitful design.

Over the past 20 years there has been an increase in post-secondary visual communication education in Australia while the growth of the industry itself has been low, meaning an increasing number of graduates compete for a limited pool of jobs . The use of visualisation in human centered and service design approaches provides alternative employment opportunities for these graduates. This paper presents a case study of a visual communication honors research project that is indicative of those opportunities and the potential benefits of having highly skilled visual practitioners involved in human centered and service design processes. Furthermore, we argue that a consideration of the aesthetics of the visualisation methods used in this context is essential and that visual aesthetics should be a significant part of the service design skillset.

This article is a case study of the efficient implementation of design processes in Warta. It accounts for the perspective presented by Anna Kuczyńska, now a CX manager in the Warta Insurance and Reinsurance Association, and by Weronika Rochacka-Gagliardi, a service designer and leader of design team. In reference to their collaboration of a few years, it describes the process of designing a customer journey of filing a claim, considering both the needs of policyholders and the efficiency of business and technological processes. At the end of 2020, Warta set a goal of simplifying the claim service process. Over four months, a process was designed to unify internal procedures and communication with customers. In six months from its launch, the company noted particular financial savings and improvement of customer experience. Next to the very process of claim service, Warta conducted a number of operations to build empathy and customer-centric attitude in its employees. In 2023, the company collaborated with the service design team again in order to assess changes in the process from the perspective of customers and employees. The result was the implementation of new solutions, accounting for the past experience. The article refers i.a. to the issues of design efficacy measurability, assessment of the effect of changes on users behaviour, design process management, as well as models of collaboration with businesses and building the awareness of the role of empathy in organisation. Keywords: service design, customer experience (CX), corporate empathy

With the transformation of the industrial paradigm from the manufacturing industry to the service industry, many companies have utilized “service design” as an innovative performance tool to enhance customer satisfaction while increasing organizational efficiency. While interest in the use of service design or its methodology has increased in organizations, research on the factors that influence organizational innovation and performance through service design is lacking. Therefore, this study aims to explore which service design management factors affect service innovation performance. For empirical analysis, a survey was conducted on Korean companies applying service design methodologies, and hypotheses were verified through partial least square structural equations modeling (PLS-SEM). According to the analysis, top management support and customer focus influenced concept transformation, and stakeholder collaboration and customer focus affected process improvement. Conceptual transformation and internal process improvement were shown to have a positive impact on perceived service innovation. Finally, innovative service outcomes, through the application of service design, satisfied customers, which in turn increased organizational performance. This study has great significance in that it addresses the application of service design to management activities.

Accessibility App programming consists of multiple technical utilizations and ease-of-use specifications. Many challenges were encountered when landing in complex contexts, making it difficult for traditional App designers to overcome. As a result, the success rate of the service and satisfaction stays stagnant after the App launches. This research takes the service design case “improving the public transportation for the visually impaired”, which received critical acclaims from service participants as the research subject. We explored service design as problem-solving-oriented innovative thinking and how it assists and improves the design process for App designers, thereby increasing the success rate of the overall service. This research presents the design process of service design integrated into accessibility Apps, the process and result of responding to related challenges. Subsequently, setting them as guidelines for App designers to follow while pointing out the integration of service design thinking can increase the integrity of accessibility apps.

Previous studies have shown that ethical situations within design currently present themselves as an implicit and nonreflexive activity. Others promote a development of ethical tools; which are incorporated within the normal set of methods; and tools used during the design process. However within the service design discipline ethical research has been scarce; some might even say lacking completely. In order to shine a light on the ethics within service design this paper explores the ethical design ecology of service design and gives a first sketch of an ethical baseline for the field. The data represents six weeks of shadowing in-house and external service design consultants working in Scandinavia; later to be analysed by the three major normative theories within ethics and an adoption of the Value-Sensitive design framework. The results demonstrate that service designers at the moment often approach ethical problems in an implicit and consequentialist way and that when ethical situations are dealt with explicitly they are often of a nature in which the consequences of the proposed design solution easily can be foreseen.