Digital tools have shown great potential to enhance health services' capacity to achieve the
goals of the triple aim (enhance patient experience, improve health outcomes, and control or …

Despite the growing consensus that stakeholders affected by AI systems should participate
in their design, enormous variation and implicit disagreements exist among current …

Moving into the social and public sector, service design is becoming both more complex and
more participatory. This is reflected in the greater diversity and interrelatedness of …

While service design has been highlighted as a promising approach for driving innovation,
there are often struggles in realizing lasting change in practice. The issues with long-term …

This article contributes a novel approach to public service design in the age of digitalization.
Termed 'design for experience', this approach builds on developments in the fields of …

While co-design with users has evolved as a promising approach to service innovation, it
remains unclear how it can be used in public service contexts. This article addresses this …

Codesign allows a design team to combine two sets of knowledge that are key to service
design: Customer insights into latent user needs and in-house professionals' conversion of …

Although new service development (NSD) studies have contributed to develo**
systematic approaches to service innovation, their product-oriented and provider-centric …

This paper considers different ways of approaching service design, exploring what
professional designers who say they design services are doing. First it reviews literature in …

In human-centred design (HCD), researchers and designers attempt to cooperate with and
learn from potential users of the products or services which they are develo**. Their goal …