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Applying Service Design Thinking to Improve Hospital Innovation - a Case Study of Hospital Innovation in Capital Region, Denmark

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Applying Service Design Thinking to Improve Hospital Innovation - a Case Study of Hospital Innovation in Capital Region, Denmark Applying service design thinking to improve hospital innovation - A case study of hospital innovation in Capital Region, Denmark. Rigshospitalet Nordsjællands Hospital Herlev / Gentofte Bornholms Hospital Hospital Amager / Bisbebjerg / Hvidovre Frederiksberg Hospital Hospital TANIA WILLESEN - MASTER’S THESIS - SERVICE SYSTEMS DESIGN - PROCESS REPORT 2018 SERVICE SYSTEMS DESIGN AALBORG UNIVERSITY COPENHAGEN MASTER THESIS Title: Applying service design thinking to improve ABSTRACT hospital innovation. A case study of This thesis explores the practice of service design and applies it to a real case scenario when de- hospital innovation in Capital Region, Denmark. veloping a service to improve the conditions for hospital innovation in Denmark. It explores how service design and open innovation has brought along new opportunities for innovating practice Semester: 10th within hospitals. It includes an investigation of how hospitals in the Capital Region of Denmark Project Period: February 2018 - September 2018 are currently innovating their hospital practice and how the actors involved can be better sup- ported and equipped during this process. Supervisor: Amalia De Götzen Via co-creation with key stakeholders in the hospital innovation ecosystem a new service is devel- Name: Tania Willesen oped from defining the problem to a service prototype. The service design process and the tools Student number: 20157005 it involved are presented and reflected upon throughout the report. The result of the service design process is Hospital Innovation Hub, a digital platform for hospital innovation actors. It enables the users to ideate and co-create hospital practices collaboratively, hereby reducing time and effort and simply achieving smarter solutions. The later sections of the thesis reflect on the role service design can play in the hospital innova- tion sector. On this foundation, it provides recommendations for how service designers might learn from the experiences gathered throughout this process. Copies: 1 Pages: 91 KEYWORDS Service design, hospital innovation, co-creation, open innovation. Submitted: 28 September 2018 Copyright © This report and/or appended material may not be partly or completely published or copied Aalborg University Copenhagen A.C. Meyers Vænge without prior written approval from the author. Neither may the contents be used for commercial 2450 København SV, Denmark purposes without this written approval. TABLE OF CONTENTS DESIGNING A SOLUTION INTRODUCTION Concept presentation..................................................................28 Learning Goals .............................................................................4 Kipling Checklist.............................................................29 Introduction..................................................................................6 Personas.......................................................................................30 Project management....................................................................7 Concept validation.......................................................................32 Double Diamond.............................................................7 Early scenarios.................................................................32 Log....................................................................................7 Concept validation results..............................................33 Kanban board..................................................................8 Co-design session.........................................................................35 Process Plan.....................................................................8 Service journey exercise..................................................35 Methodology.................................................................................9 Co-design session findings..............................................37 Service design...................................................................9 Value Proposition..........................................................................41 Co-design........................................................................10 Storyboards...................................................................................41 Main area of interest....................................................................11 Blueprint.......................................................................................45 An introduction to key concepts.................................................12 Revisiting the service name.........................................................48 Health innovation...........................................................12 Digital Prototype..........................................................................49 Design driven innovation in healthcare.........................13 Wireframes......................................................................49 Open innovation.............................................................14 Website design................................................................49 The role of platforms in open innovation.....................15 Service testing...............................................................................53 Initial direction.............................................................................16 Service testing results.....................................................54 Plan for implementation..............................................................56 PROBLEM FINDING FINAL REFLECTIONS................................................................................58 Initial expert interviews...............................................................18 REFERENCES.............................................................................................62 Three perspectives on healthcare innovation...............18 Initial findings in the field...............................................19 HOSPITAL INNOVATION HUB (PRODUCT REPORT)...........................63 Hospitals in Denmark..................................................................22 Hospital innovation in Denmark....................................22 APPENDIX Problem identification.................................................................25 A: Interview guides........................................................................91 Problem statement.........................................................25 B: List of innovation actors in Denmark......................................96 C: Session Log................................................................................98 D: Midterm presentation.............................................................102 and interdisciplinary cooperation and assume professional responsibility LEARNING GOALS (synthesis). • Must have the capability to independently take responsibility for own pro- The following outlines the official learning goals for the thesis, as well as per- fessional development and sonal learning goals. They will serve as points of reflection towards the end of specialisation (synthesis). the project. (Aalborg University, Faculty of engineering and science, Board of studies for LEARNING GOALS FROM THE STUDY GUIDE Media technology, 2018). Study guide states the following qualifications to be obtained: PERSONAL GOALS Knowledge In addition to goals provided by the study board, I defined personal goals for • Must have knowledge about the possibilities to apply appropriate method- the thesis: ological approaches to specific study areas. • Must have knowledge about design theories and methods that focus on the • Facilitate and complete innovative co-creation sessions with relevant design of advanced and complex product-service systems. participants. Skills • Specialise in an area of interest and apply a service design mindset to add • Must be able to work independently, to identify major problem areas (analy- value in this area. sis) and adequately address problems and opportunities (synthesis). • Use tools from the service design toolbox that are new to me and learn • Must demonstrate the capability of analysing, designing and presenting from the experience. innovative solutions. • Must demonstrate the ability to evaluate and address (synthesis) major or- ganisational and business issues emerging in the design of a product-service system. Competences • Must be able to master design and development work in situations that are complex, unpredictable and require new solutions (synthesis). • Must be able to independently initiate and implement discipline-specific 5 INTRODUCTION This thesis takes a human-centered approach when exploring the needs of actors within hospital innovation. Who are the dominating actors and what Hospitals are not following the rapid developments we have seen in other are their procedures, context and conditions? It will explore the system they industries. According to Henrik Schødts, project director of hospital Nords- currently work in. What are their struggles? What are their needs? What sys- jælland, hospitals today basically operate same way as they did 100 years ago tems currently exist to help them in innovating hospital practice? Initiatives (Mandag Morgen, 19 May 2018). With the increase of populations, lifestyle of how to improve their conditions are explored and analysed with a service diseases and people getting older there is a huge need to rethink how our design approach, resulting in a service concept
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