17 Touchpoint articles in this issue

Touchpoint overview

From the Editors

The second issue of Touchpoint focuses on one of the most relevant topics of our time: Health Preserving and restoring health is of major concern for the life of all humans.

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A Healthy Relationship

Most healthcare systems are attempting to deliver services that are efficient, effective, and value for money. To this end, there is a continual emphasis on how the delivery of services can be changed or improved.

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Designing From Within

The National Health Service (NHS) is the national healthcare provider in the UK. It is the fourth largest organisation in the world employing 1.3 million people through a wide range of organisations including hospitals, General Practise surgeries, and ambulance services.

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Designing For The Social Challenges Of Better Health

Exploring new ways of working. London Borough of Southwark is one of 33 local government authorities in London. The Council provides more than 200 services, including health, to their 275,000 residents.

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Design In Practise

An Interview Daniela Sangiorgi and Valerie Carr

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From Quality To New Touchpoints

Quality was at the centre of service research for the last decades. One of the main achievements of researchers in this field has been to devise ways to help organisations enhance service quality.

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Shaping The Hospital Of The Future

How do you design a hospital so that it delivers good service – for patients, relatives, and staff? And save money? At Denmark’s largest hospital, Service Design is proving to be a powerful healing force.

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We Help Our Clients Feel What Their Clients Feel

Bob Cooper is the founder and President of Frontier Service Design, a US consulting firm that he has launched after 25 years of experience in marketing, branding, technology development, interactive media, business design and executive leadership.

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Service Design From Within A Healthcare Organisation

An interview with Teresa Huber, Service Designer at PremiaMed Management, and Julian Hadschieff, CEO PremiaMed Management

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Revealing Experiences: Service Design Within A Healthcare Institution

The Center for Tobacco Free Living is the result of an innovation project conducted for the Mayo Clinic Nicotine Dependence Center that illustrates two Service Design process issues – the importance of the initial design challenge question and deciding what, and what is not in the scope of the project.

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Brand Positioning Is The Foundation For A Memorable Patient Experience

A memorable patient experience is key to a hospital’s success. Brand positioning is all about creating a unique, relevant, and attractive offering to your customer that makes you stand out of the crowd.

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Systems | People

User-centered design offers effective methods for research, design, and validation. But when complexity overwhelms, systems design can help bring order into the problem-solving challenge.

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Great Expectations

Every healthcare experience is formed from a collection of interacting systems. Much has been written about the operational, technological, diagnostic, and treatment structures of healthcare delivery.

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The Dilemma Of The Care Recipient & The Journey Through The Care System As Mentally Disabled

If we found ourselves in a situation where we needed assistance and medical care to manage our daily life, most of us would prefer to live in our own home as long as possible.

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Healthcare Innovations Under Pressure

Today’s Dutch healthcare is faced with many challenges.

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In The Service Of Health Services: Why Co Creation Matters

This is the story of how research evolved into a co-created community directory of services produced by a multidisciplinary research team within Intel’s Digital Health Group, and the Stoneybatter community.

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Profiles

Customer Profile

The following customer profile tells about a carer and her father, from Kuopio, Finland. The profile is based on interviews with experts and elderly people living at home with the help of family care, observations, and survey of quality of elder services.

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