Healthcare organizations tend to focus around products and delivery channels and customer-facing outputs, while internal processes (UX, employees) are overlooked. Maria Todd focuses on these internal processes in this latest article on medicaltourism and healthcare #servicedesign. Service design is not a new concept. It's been around since 1982. Lynn Shostack...Continue reading
The activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers.