Applying service design thinking to improve hospital innovation. A case study of hospital innovation in Capital Region, Denmark.
Author
Willesen, Tania
Term
4. term
Education
Publication year
2018
Submitted on
2018-09-28
Pages
91
Abstract
Dette speciale bruger service design—en metode til at designe, hvordan en service opleves og leveres—på en konkret case: at udvikle en ny service, der forbedrer rammerne for hospitalsinnovation i Danmark. Det undersøger, hvordan service design og åben innovation (at dele og udvikle ideer på tværs af organisationer) skaber nye muligheder for at forbedre hospitalernes praksis. Specialet ser på, hvordan hospitaler i Region Hovedstaden i dag arbejder med innovation, og hvordan de involverede aktører kan støttes bedre i processen. Gennem samskabelse med nøgleinteressenter i innovationsøkosystemet udvikles en service fra problemdefinition til en prototype. Rapporten beskriver og reflekterer over hvert trin i service design-processen og de værktøjer, der anvendes. Hovedresultatet er Hospital Innovation Hub, en digital platform for aktører inden for hospitalsinnovation. Den hjælper brugerne med at generere ideer og samskabe forbedringer af hospitalspraksis, så tid og indsats reduceres, og smartere løsninger opnås. Afslutningsvis diskuterer specialet, hvilken rolle service design kan spille i hospitalsinnovation, og giver anbefalinger til, hvordan service designere kan lære af erfaringerne fra processen.
This thesis applies service design—the practice of shaping how a service is experienced and delivered—to a real case: developing a new service to strengthen hospital innovation in Denmark. It examines how service design and open innovation (sharing and developing ideas across organizational boundaries) create opportunities to improve everyday hospital practice. The study looks at how hospitals in the Capital Region of Denmark currently innovate and how the actors involved can be better supported during that process. Through co-creation with key stakeholders in the innovation ecosystem, the project takes a service from problem definition to a prototype. The report describes and reflects on each step of the service design process and the tools used. The main outcome is the Hospital Innovation Hub, a digital platform for people involved in hospital innovation. It helps users generate ideas and co-create improvements to hospital practices, aiming to reduce time and effort and achieve smarter solutions. The thesis concludes by discussing the role service design can play in the hospital innovation sector and offers recommendations for service designers based on lessons learned from the process.
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