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
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
TOOL RESOURCES
Tools to support this skill may include:
Experience Maps:
Consumer Journey Mapping: Driving Revenue by Reaching Patients at Critical Points
Experience Maps: Using the Voice of the Customer to Inform Marketing Efforts
Functional Specification: Mastering the Requirements Process: Getting Requirements Right, 3rd Edition
Requirements 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