Business Modelling from Patient Experience Journeys: Three Care Model Designs of eHealth 2.0 Product Service Systems

Research output: Chapter in Book/Conference proceedings/Edited volumeConference contributionScientificpeer-review


Background: eHealth provides state-of-the-art internet and mobile based 2.0 application technologies that have the potential to assist healthcare professionals, patients, and informal carers to better manage therapy, help patients understand their disease, support self-management and provide a safe environment. Yet, in order to realize these potential benefits, new designs of business models are required.
This research draws from an experience design perspective to investigate business modelling required for eHealth product service systems. It adopts an experimental research by design approach and seeks to unravel the interaction experiences of patient and health professional while using social media, mobile Apps and web 2.0. The aim of this research is to develop a patient centred business modelling method for advanced eHealth product service systems.
Objective: In order to design a new business model with a method that guides the modelling activities, the research objective is to analyse the patient journey activities of interaction between health professionals and patients and frame the essential organisational elements of the patient journeys and design a care model that structures these elements for the particular contexts of eHealth services providing.
Methods: This research makes use of a qualitative inductive case study method. In three experimental cases we collected observational and interview data guided by the patient journey method, an experience design method conceived by interaction designers. Before entering the field we redesigned this method with respect to the particular design challenge of collecting organisational data. By framing this data into essential elements of a business model, we were able to design a care model and represent it with a visual artefact.
Result: Three new care models, based on the in-depth insights on the organisation of positive patient journey from different actor perspectives: (A) a care model design for a heart failure product service system; (B) a care model design for personalised hip replacement service system; (C) a care model design for a public health ‘big data’ app service on smart phones. From the reflections across cases we formulated initial parameters
of business model design that integrates experiences in the context of use with care model parameters of actors and value transactions and impact criteria for personal quality of health life and organisational quality of labour and cost-efficiency.
Conclusions: This research bridges between the experience design method of a patient journey and the strategic design method of visual business modelling. From the iteratively redesigned patient journey method, we propose a business modelling method that guides designers in creating patient centred care models. It is intended to serve for analysis and design of positive interaction experiences and value transaction modelling in providing eHealth product service systems.
Original languageEnglish
Title of host publicationMedicine 2.0
Subtitle of host publicationWorld Congress on Social Media, Mobile Apps, and Internet/Web 2.0
Place of PublicationMalaga
PublisherMedicine 2.0
Number of pages44
Publication statusPublished - 9 Oct 2014


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