Practicing the best practice: Designing effective health care experiences

Abstract

This paper offers a discussion on how to apply a service design technique to health care scenarios where positive service experiences are vital. When examining issues like patient compliance, applying techniques from the design world may afford health care providers with a clear visualization for understanding the patient's perspective in interacting with their health care providers. Here we describe the Expressive Service Blueprinting method that links the patient's journey with the actions and processes of the health care provider. The emotive responses of the patient as they progress through their journey are also reviewed as an element that augments the insight gained from constructing the blueprint.