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Service Design of a Communication Tool for Overcoming Language Barriers in Caregiver-Patient Consultations
Linköping University, Department of Computer and Information Science, Human-Centered systems.
Linköping University, Department of Computer and Information Science, Human-Centered systems.
2020 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The purpose of this thesis is to explore the design of a digital communication tool for caregiver-patient communication with language barriers. This is done through a case study at Worldish, a company that develops a digital communication tool named Helen. An iterative service design approach is used in the case study to understand enablers and complicators for usage of a digital communication tool in care consultations with language barriers. Also, for investigating how the design of such tool better can be adapted to fit the service process of a care consultation.

The case study is divided into phases where the first two, phase A and B, investigates the care consultation process with and without language barriers as well as how a digital communication tool is used in this process. These phases results in several insights about what in the care consultation process with language barriers that enable and complicates the usage of a digital communication tool. In total, this thesis identifies four enabling factors and six complicating factors for usage of a digital communication tool in the care consultation process.

In the third and fourth phase, phase C and D, two design-iterations are conducted where design ideas are ideated, prototyped and tested with users. These phases results in design features and insights connected to how the design of a digital communication tool can better be adapted to the service process. In total this thesis identifies six guidelines that serves as inspiration for someone who wants to create or adapt the design of a digital communication tool to the service process in a care consultation with language barriers.

Place, publisher, year, edition, pages
2020. , p. 79
Keywords [en]
service design, communication in healthcare, product development
Keywords [sv]
tjänstedesign, kommunikation i sjukvården, produktutveckling
National Category
Design Human Computer Interaction
Identifiers
URN: urn:nbn:se:liu:diva-167811ISRN: LIU-IDA/LITH-EX-A--20/022--SEOAI: oai:DiVA.org:liu-167811DiVA, id: diva2:1457973
External cooperation
Worldish
Subject / course
Product Development
Presentation
2020-06-10, 13:15 (Swedish)
Supervisors
Examiners
Available from: 2020-08-13 Created: 2020-08-13 Last updated: 2020-08-13Bibliographically approved

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fulltext(7443 kB)225 downloads
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e7475dd918a5b96877272df55dcc8bc4db883362b1fdd4e05c112ee2229e2860a42b9bae6dee8bb147b3a17839fd38fe2660b71c554e95052ea7edabe5ef46a5
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf