Human-Centered Service Design for Healthcare Transformation: Development, Innovation, Change

This book explores the use of human-centered service design to improve healthcare services by understanding customer expectations and needs. It highlights the dyadic relationship between service provider and customer and offers insights into how to successfully apply human-centered service design at multiple levels. It also emphasizes the importance of assessing value-added services in terms of human emotions, interactions, and communication techniques.

Format: Hardback
Length: 466 pages
Publication date: 28 January 2023
Publisher: Springer International Publishing AG

This comprehensive book delves into the realm of human-centered service design, offering a rich tapestry of insights and practical methodologies to enhance the provision of healthcare services to diverse target and age groups. Through a series of captivating case studies and best practices, it illuminates the pathways to systematically improve customer satisfaction and meet their unique expectations and needs. Moreover, the book sheds light on the intricate dyadic relationship between service providers and customers, acknowledging the distinct goals, purposes, and benefits of each party while navigating the constraints of limited resources and opportunities for optimization and design. Authored by esteemed experts, scholars, and practitioners, this authoritative text showcases the strategic application of human-centered service design across various levels, including corporate, departmental, and product/service contexts. It emphasizes the assessment of value-added services not only in terms of effectiveness, efficiency, and productivity but also in the context of human emotions, interactions, and communication techniques, recognizing their pivotal role in service provision. This book holds immense appeal to scholars and practitioners in the hospital and healthcare sector, as well as to individuals passionate about organizational development, service business model innovation, customer involvement and perceptions, and the overall service experience. By exploring the human dimension in service design, it empowers professionals to create meaningful and impactful interactions that resonate with customers and drive positive outcomes.

Weight: 887g
Dimension: 235 x 155 (mm)
ISBN-13: 9783031201677
Edition number: 1st ed. 2023