Changing Conversations and Expectations in Healthcare
Healthcare services in the United States are undergoing radical changes. Recent McKinsey research found “keeping patients informed” was the most important factor in influencing patient's choices over their healthcare facilities. The strategy group at the Mayo clinic has identified an era shift with regard to patient's expectations around participation in their own healthcare choices. Service design in this setting means designing the resources for setting expectations and facilitating conversations throughout a customer journey with a delivery organization. This talk will describe some of the basics of service design, explore the concept of “flow” and the role of service design languages in the design of service systems through student case projects conducted with UPMC (University of Pittsburgh Medical Center) and the Mayo Clinic.
Shelley Evenson is an Associate Professor teaching interaction design in the School of Design at Carnegie Mellon University. Shelley teaches courses in designing conceptual models, interaction, and service design, and collaborates with colleagues from the Tepper School of Business and the Human Computer Interaction Institute. Shelley's recent research interests are focused on bringing her expertise in product and interaction design to designing for services. She focuses on tapping into the needs of constituents, defining the best opportunities to respond to those needs, quickly prototyping the response, and iteratively reshaping it based on stakeholder feedback. She was a founding member of the Service Design Network. Before joining the faculty at Carnegie Mellon University, Shelley worked for more than 25 years in multidisciplinary consulting practices.