Healthcare has many points of contact between patients and healthcare providers. We help healthcare organisations improve these moments of contact and in turn provide better service.
Good service design connects patients' needs, interests and expectations with an efficient and effective care process. In our service design approach, we engage patients and healthcare providers to make this happen.
We also use service design when developing new digital and physical products. This increases the likelihood of acceptance of the innovation. Our service designers are happy to help you with:
- Usage study
- Context mapping
- Patient journeys
- Process visualisation
- Design of service concepts
- Prototyping and testing
Service design projects
We design healthcare
Our approach
Our service design approach starts by exploring and understanding the current situation and defining the vision of the desired situation. Based on the vision, we design and test different service concepts. We fine tune the desired service concept into a design of the new service. In this, we will develop what the new service means for patients, the organisation and resources, such as buildings, information carriers, ICT and tools. In the final phase, we supervise the implementation and test its impact.


Front stage / back stage
Patients may have to deal with (many) different healthcare providers from different agencies. Due to technological developments, the contact moments are no longer always physical, but increasingly through different online channels. For patients, it is challenging to keep an overview.
Patients expect better and better services. Increasingly, people are actively seeking information themselves and there is a growing need to help decide on treatment.
We design both the 'front stage' and the 'back stage' of service delivery. Front stage are the patient's contact moments (touch points) with healthcare providers and the physical and digital environment. We help healthcare organisations design their services to match the needs, capabilities and wishes of their patients.
Back stage is what the organisation organises and facilitates out of the patient's sight. We shape this so that healthcare providers can collaborate pleasantly, safely and efficiently on the best care for and with their patients.

Co-creation with healthcare providers and patients
In all our service design processes, we work closely with healthcare professionals and patients. Through interviews and observations and the application of various co-creation methodologies, we gain relevant insights and develop service concepts. With mock-ups and proof-of-principles, we test the touch points with final users.
Metro Mapping
A service design method to design and optimise care pathways. Metro Mapping literally maps the complexity of a medical care pathway in a Metro Map ...