Service Design Approach to Elevate the Patient Experience during Home X-Rays

DS 116: Proceedings of the DESIGN2022 17th International Design Conference

Year: 2022
Editor: Mario Štorga, Stanko Škec, Tomislav Martinec, Dorian Marjanović
Author: Rajvi Mehul Parikh (1), Shamit Shrivastav (2)
Series: DESIGN
Institution: 1: Innominds, India; 2: Atlas Skilltech University, India
Section: Design for Healthcare
Page(s): 1331-1340
DOI number: https://doi.org/10.1017/pds.2022.135
ISSN: 2732-527X (Online)

Abstract

Healthcare services have evolved with advances in science, technology and societal needs. Despite being around for two decades, 'X-ray at Home' has seen limited adoption. Understanding its enablers and disablers can lead to insights to develop an accessible healthcare service ecosystem. Healthcare organisations have adopted design thinking to develop new products but healthcare service design is still in its introductory phase. This qualitative study describes the current state of home X-ray services in Mumbai and proposes touchpoints for raising awareness, acceptance and patient experience.

Keywords: service design, design thinking, healthcare design, patient experience, x-ray