Experience-Based Co-Creation in Hospitals: Negotiating Roles, Evidence and Value
Author
Andersen, Jonathan Laulund Grau
Term
4. term
Education
Publication year
2026
Abstract
This thesis investigates how experience-based co-creation with clinical staff enables and limits value creation in hospitals. Using PlayLab at Mary Elizabeths Hospital as a case, it examines collaboration between designers and clinicians through observations, interviews, workshops and iterative design activities. The study takes an abductive approach and is structured by the ADGE framework (Align, Discover, Generate, Evaluate) developed for the thesis. The literature review positions the work at the intersection of experience-based design research, co-creation and service design in hospitals, highlighting tensions between experience- and evidence-based logics. Empirical findings show that co-creation is shaped by recurring negotiations about why it is done, who participates, where it takes place, how it is carried out, and what kinds of value are prioritised. These tensions affect how knowledge is recognised, how roles are distributed, and how experiential, social and organisational values are understood. In response, the thesis proposes a value framework and a scenario-based roleplay to support reflection and negotiation in co-creation projects; evaluation indicated that the roleplay was most effective because it stayed close to the identified problem and made tensions easier to discuss in practice. Overall, the thesis argues that experience-based co-creation in hospitals is an ongoing process of aligning perspectives, practices and values within a complex institutional setting.
Denne afhandling undersøger, hvordan erfaringsbaseret samskabelse med klinisk personale både muliggør og begrænser værdiskabelse i hospitaler. Med PlayLab på Mary Elizabeths Hospital som case analyseres samarbejdet mellem designere og klinikere gennem observationer, interviews, workshops og iterative designaktiviteter. Tilgangen er abduktiv og struktureret med det i afhandlingen udviklede ADGE-rammeværk (Align, Discover, Generate, Evaluate). Litteraturstudiet placerer projektet i krydsfeltet mellem erfaringsbaseret designforskning, samskabelse og servicedesign i hospitaler og peger på spændinger mellem erfarings- og evidensbaserede logikker. Empirien viser, at samskabelse formes af tilbagevendende forhandlinger om hvorfor det skal gøres, hvem der deltager, hvor det foregår, hvordan det gennemføres, og hvilke værdier der prioriteres. Disse spændinger påvirker anerkendelsen af viden, rollefordeling og forståelsen af erfaringsmæssige, sociale og organisatoriske værdier. På baggrund heraf udvikles et værdirammeværk og et scenariebaseret rollespil, der skal støtte refleksion og forhandling i samskabelsesprojekter; evalueringen viste, at rollespillet var mest effektivt, fordi det lå tæt på den identificerede problematik og gjorde spændinger lettere at drøfte i praksis. Overordnet argumenteres der for, at erfaringsbaseret samskabelse i hospitaler er en fortløbende proces med at afstemme perspektiver, praksisser og værdier i en kompleks institutionel kontekst.
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