Service Design

Definition: Create value by improving the interaction between customers and organizations by using a multi-disciplinary approach. Example: Incorporate process improvement, patient experience, branding, and technology into the design of a new clinic.

Relates to: Erase Boundaries of Business

SKILL DEVELOPMENT RESOURCES

ONLINE RESOURCES

SHSMD logo icon Empowering Communities to Envision Their Own Health Care Future

BOOKS

Service Design for Business: A Practical Guide to Optimizing the Customer Experience
Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way, 1st Edition
The HCAHPS Handbook 2: Tactics to Improve Quality and the Patient Experience, 2nd Edition 

COURSE, WORKSHOP, OR SEMINAR

Service Design


TOOL RESOURCES

Tools to support this skill may include:

Experience Maps: Adaptive Path's Guide to Experience Mapping, 1st Edition
SHSMD logo icon Experience Maps:

Consumer Journey Mapping: Driving Revenue by Reaching Patients at Critical Points
Experience Maps: The Anatomy of an Experience Map
SHSMD logo icon Experience Maps: Using the Voice of the Customer to Inform Marketing Efforts
Functional Specification: Mastering the Requirements Process: Getting Requirements Right, 3rd Edition

SHSMD logo iconRequirements Gathering: 24/7 Virtual Visits as Part of the Retail Strategy
Simulation: A Guide for Building Hospital Simulation Models
Ten Types of Innovation: Ten Types of Innovation: The Discipline of Building Breakthroughs
Touchpoint Analysis: Patient Touchpoint Strategy - 4 Steps to Increase Total Patient Experience