When introducing novel solutions in healthcare, such as eHealth services, organizations frequently struggle with their adoption. The failure to address the needs of many users (healthcare workers, patients, and informal caregivers) is commonly part of the problem. Strategic designers bridge the gap between people’s needs, new technologies, and business viability. This is of great value in healthcare innovation where this integrated approach is often missing. This chapter introduces a practical framework of four strategic design abilities to address such challenges: future visioning, modeling value exchange relations, orchestrating service co-creation, and transforming organizational networks. Alongside we describe a strategic design project for a multinational healthcare technology company in The Netherlands where these abilities were applied. This resulted in a product-service system concept that facilitated integrated care innovation in the company.
|Title of host publication||Service Design and Service Thinking in Healthcare and Hospital Management|
|Subtitle of host publication||Theory, Concepts, Practice|
|Editors||M.A. Pfannstiel, C. Rasche|
|Place of Publication||Cham|
|Number of pages||22|
|Publication status||Published - 2019|