Service Design and Change of Systems: Human-Centered Approaches to Implementing and Spreading Service Design

This paper provides an 'on-the-ground' design case study dealing with the important issue of how to implement and spread service design concepts in large, complex organizations. When implementing a service design concept called Nurse Knowledge Exchange (NKE and NKEplus) with the frontline...

Full description

Saved in:
Bibliographic Details
Published in:International journal of design 2011-08, Vol.5 (2), p.np-np
Main Authors: Lin, Mike C, Hughes, Bobby L, Katica, Mary K, Dining-Zuber, Christi, Plsek, Paul E
Format: Article
Language:English
Subjects:
Analysis
Case studies
Design
Design techniques
Design thinking
Designers
Hospitals
Information systems
Innovations
Knowledge
Nurses
Organization theory
Organizational change
Patients
Professionals
Studies
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:This paper provides an 'on-the-ground' design case study dealing with the important issue of how to implement and spread service design concepts in large, complex organizations. When implementing a service design concept called Nurse Knowledge Exchange (NKE and NKEplus) with the frontline staff at our hospitals, our design team explored the value of converging basic change management theories with our existing design practice. Using change management theories to guide us as a design team during the implementation process resulted in a redesign of our implementation methods and inspired a more human-centered approach to spreading our service design concept with the people delivering the service. This paper outlines the implementation challenges we encountered, details how change management principles shifted our methods in implementing our service design, and reports on the value and shortcomings of our approach for the design community to consider in the future. [PUBLICATION ABSTRACT]
ISSN:1991-3761
1994-036X