Increasingly, healthcare systems around the globe are looking to transition toward person-centered models of care. However, how to effectively support this complex transition is not clear. Here we forward service design as a key driver to aid in catalyzing this transformation. In this chapter, we integrate literature on service design (SD) and person-centered care (PCC) to better understand how a SD approach can aid in the transition toward PCC. Synthesized from existing literature, this chapter offers a framework for transitioning from the biomedical model toward PCC, highlighting key changes across four dimensions: contexts, roles, processes, and outcomes. We then show the alignment between PCC and SD across these dimensions and elucidate how SD can help to catalyze related changes with the support of specific methods. In doing so, this chapter offers a guide for healthcare practitioners looking to use SD to support the transformation toward PCC and builds a platform for future research at the intersection of SD and PCC.

Service and the contexts in which they occur are undergoing rapid. Failures associated with service also happen in increasingly complex, networked contexts. Such network configurations and exchange relationships are crucial mediators of value cocreation. Therefore, it is important to understand patterns of disruptions in service, and how actors influence possible failures through their participation, as it will impact value creation. This paper reports the results of an interview study conducted using a modified critical incident technique supported by design-driven generative tools. We identify eight patterns of disruption: request, query, hiccup, delay, mistake, flaw, breakdown and the unexpected. The paper also contributes a disruption ripple model, and identifies five tensions in responding to disruptions: competing priorities, dealing with difficult others, mismatching expectations, shouldering responsibility and reluctant assistance. The patterns of disruption provide a more nuanced way of understanding deviating incidents in service situations. The suggested ripple model allows conceptual exploration of focal service providing actor’s network activation when faced with disruptive situations. The identified tensions illustrate the underlying complexities in network relationships and how these tensions might affect the overall response to incidents. We argue that service providing organisations need to address the development of relationships to support beneficial value outcomes. This paper also methodologically contributes with a modified Critical Incident Technique augmented with a generative actor mapping activity.

Designing services require embracing the variability that makes it unique. This paper investigates how the use of a service prototyping technique enables participants to explore the variations inherent in services. The video data are analyzed using qualitative content analysis and the articulated variations are abstracted as categories. The resulting categories are then mapped across the service logic framework and the corresponding provider, joint and patient spheres. This paper aims to contribute to research on service prototyping by augmenting the use of prototyping methods to gain an understanding of the sources and possibly types of variations in a particular service. It clarifies how prototyping a service allows people untrained in design to diagnose variations that may occur in a future service and the decision-making process in accommodating variation. Further, the knowledge gained enables improved value co-creation opportunities in a service.

Service encompasses multiple interaction processes among many different actors. Comprehending the subtleties of what drives actors resource integration activities could therefore be valuable when designing for service. However, these nuances are not necessarily always captured in early representations such as prototypes of service due to variation in individual interpretation of situations. This paper draws on strong concepts from interaction design as a generative intermediate-level form of knowledge, to conceptualise perceived action potential (PAP) as a strong concept through the use of illustrative examples. PAP refers to the subjective interpretation of an individualï¿œs (own) scope of action in new or unforeseen situations. This paper elucidates the implications of PAP for service design and suggests future research opportunities. In introducing strong concepts to service design, it also translates how strong concepts might be identified and subsequently constructed in service design research in order to aid practice.