Service Operations: An Integrative Framework for Agile Service Design, Delivery and Operations

Loading...
Thumbnail Image
Access rights
openAccess
Journal Title
Journal ISSN
Volume Title
Conference article in proceedings
This publication is imported from Aalto University research portal.
View publication in the Research portal
View/Open full text file from the Research portal
Date
2018
Major/Subject
Mcode
Degree programme
Language
en
Pages
Series
Design4Health
Abstract
This paper reports on the discovery phase of an econsultation project, that aimed to deliver a technology enabled service for consultations between healthcare professionals and patients to occur using digital communication tools. The project involved a mixed methods research phase that supported agile service design work. A number of learnings were derived from the project and these are contextualized into high-level framework for agile service design that starts from a Minimum Viable Service through provision of a Minimum Living Service (MLS) through to a Minimum Sustainable Service.
Description
Keywords
service design, agile, socio-technical design, consultations
Other note
Citation
Knight , J , Gibbons , C & Ross , E 2018 , Service Operations: An Integrative Framework for Agile Service Design, Delivery and Operations . in K Christer , C Craig & D Wolstenholme (eds) , Design4Health : Proceedings of the 5th International Conference on Design4Health . Sheffield Hallam University Press , International Conference on Design4Health , Sheffield , United Kingdom , 04/09/2018 .