Service design for health community Innlandet, Norway
Collaborating partner: HelseInn, Helsefellesskap Innlandet (Health community Innlandet), Norway
The case
HelseInn is the case-giver of the project. They, with Helsefellesskapet (case-owner), needed help to develop a common model for service development. They wanted a common model to make it easier to go through a project and make a common understanding between
municipalities and hospitals
HelseInn & Helsefellesskapet innlandet
HelseInn is a cluster organisation with 70 partners from public, private and voluntary sector, that mainly works with health-related services. Helsefellesskap is regarded as a common ground between municipalities and hospitals in 9 different counties. The municipalities and hospitals are collaborating in projects with an end goal to improve healthcare services for patients or the general population
My role
In this group project, I assumed a leadership role in identifying a solution for the existing problem and conceptualizing a new service model for the health community in Innlandet, Norway.
Design Process
For our project, we followed a double diamond process with 4 main phases: Discover, define, develop and deliver. The four phases of the double diamond design model have been adhered to at all stages of the process when it comes to design thinking.
Conducting Desk Research
We discussed as a group about what questions we wanted answered as soon as possible. We ended up with a small list, that we divided and researched individually before presenting some of the findings to each other.
- What is Helsefellesskapet?How do Helsefellesskapet work?
- Differences between Helsefellesskap in Innlandet and other counties?
- How are they related to or communicate with the hospitals, municipalities and external partners?
- How is a project idea submitted?
- What earlier projects have Helsefellesskapet worked on?
- What framework/process models are used in Helsefellesskapet, Hospital and municipalities in Innlandet today?
- Any state-of-the-art examples of Helsefellesskap?
Meeting and with case-giver and case-owner, & Affinity mapping
The group met with Helsefelleskapet after receiving defined problem statement from HelseInn: ‘How can we jointly develop an idea that was submitted by one of the partners?’. Interview questions were focused on finding out which service models’ organization is using currently, what are the issues with using them and what the new model should include.
Existing workflow of Helsefellesskapet ( The health Community)
Personas
Ideation workshop
User testing
After the group focused their efforts on developing and researching a solution to the problem, it became time to user test «Workshop 0» and do some card sorting to really focus on the wording and usability of the framework. To test our solution, we created a fake first meeting for a new project (based on a finished project by Helsefellesskapet). Here the group roleplayed as project managers, and users as themselves for the fake project, while we completed the exercises and presentations from our workshop 0 solution.
There was a total of 5 attendees, and they would first be asked to share a story of either success or failure with the group form working on healthcare projects. Then they would collaborate making notes about each other’s stories, and divide them into goal, challenges and strategies. We as “project managers”, would then present background and framework for the project. After explaining framework, the participants were asked to place their challenges and strategies where they were relevant on the framework. After a quite successful fictive «Workshop 0» we asked for feedback on the framework and workshop 0. For the framework, the group was introduced to card sorting exercise, where they would help name and correct the naming of the framework, we presented to them. This would later help us redefine and change the wording of some diamonds, as well as get a better understanding of the user group. For our workshop 0, we had an interview where we asked for feedbacks and opinions.
Service development framework
The end solution for our project is a proposal to a process model for developing health services. This is a common model to use across different municipalities and hospitals. It is meant to be used as a guidance through the project. It could be used as a diagram to look at during workshops on devices, but it could also be printed out and used as a poster in the office, and during the projects people could put postit notes on the poster where it is beneficial. The model is in Norwegian, this is because it’s the official language used in the health sector in Norway. Translating it could open up for misinterpreting terminology and context.
On the left side there is a short instruction to how to use the model. The model is based on a triple diamond and a quality improvement circle at the end. The diamonds are a well-known principle in design process, and it is a good way of illustrating the different phases and how to work in each phase. The model is divided into four main parts, which is Etablering (establish), Utvikling (develop), Pilotering (piloting) and Implementering (implementing). Each of this parts contains phases, and there is in total 11 phases in the model.
The most important elements in the model are big and easy to read, these elements contains the basic information as reminder if they already have knowledge of what to do in each phase. If they need instructions or recommended tools in each phase, they can look closer under the diagram. This give a complete overview of the whole process without it feeling overwhelming. The recommended tools are from KS “Veikart for tjenesteinnovasjon”, which is tolls that are familiar for many people working with developing services.
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