Transformative service research and service design: synergistic effects in healthcare
ABSTRACT This conceptual paper answers the question: How do we design service experiences in whole to increase the well being of all participants in the healthcare system patients, families, and caregivers? In order to do so, we position service design as an essential tool and even a mindset needed for transformative service research success. We discuss the transformative role service design plays in improving service and consumer entities' well being with a focus on how this approach can lead to improved healthcare service outcomes. We also add to the conversation surrounding service and consumer entities' well being by broadening the concept and application of service design to consider social, existential, psychological, and physical well being. We particularly explore how healthcare services can benefit from further consumer engagement and collaborative patient provider relationships, two key factors essential for redesigning the industry.