Investigating the “In-betweenness” of Service Design Practitioners in Healthcare

Jonathan Romm () and Josina Vink ()
Additional contact information
Jonathan Romm: The Oslo School of Architecture and Design
Josina Vink: Karlstad University

A chapter in Service Design and Service Thinking in Healthcare and Hospital Management, 2019, pp 117-135 from Springer

Abstract: Abstract In recent years, there has been a growing investment in service design to transform healthcare. While existing literature describes several trade-offs related to catalysing change in complex settings, there has been little understanding to date of how practising service designers in healthcare respond to these choices. There is a need to learn more about how these practitioners navigate their positioning, achieve change and influence healthcare organisations. Bringing forward the situated and contextual knowledge of practitioners about their approach is critical for advancing the emerging practice of healthcare service design. This chapter explores and weaves together the narratives of seven practitioners who employ service design within the healthcare context. What is revealed from this exploration is an “in-betweenness”—where practitioners cope with and make use of contradictions through three compound approaches in healthcare service design. We have labelled these approaches as (1) enacting the insider-outsider, (2) creating radical-incremental change, and (3) catalysing top-up dynamics. The dialogue that emerges through this chapter deepens the understanding of how service designers approach their work within the existing dynamics of social and organisational hierarchies while co-creating change with and within healthcare organisations. Through reflection on the composite nature of healthcare service design approaches, this research offers a grounded perspective on service design practice in healthcare and sheds light on possibilities for future research.

Date: 2019
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-00749-2_8

Ordering information: This item can be ordered from
http://www.springer.com/9783030007492

DOI: 10.1007/978-3-030-00749-2_8

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().