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Co-Creation of Patient-Oriented Services: Design of Electronic Booking for Norwegian Healthcare

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Nordic Contributions in IS Research (SCIS 2015)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 223))

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Abstract

Recent perspectives in service design discuss how it entails a process of co-creation with the active engagement of users. In this paper we take this lens of service design to analyze two empirical cases on the design of two patient-oriented electronic services for appointments with healthcare providers in Norway. Specifically, we focus on how the service concepts were initially conceived, how they were gradually concretized and how different user groups (patients and healthcare providers) were involved in this process. Our findings show how the involved actors gradually realized that the design of appointment services requires more co-production than initially assumed. This realization made the design scope go beyond the interactive artifacts and extend towards the overall shaping of complex interactive relationships.

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Authors and Affiliations

  1. University of Oslo, Postboks 1080, Blindern, 0316, Oslo, Norway

    Polyxeni Vassilakopoulou, Miria Grisot & Margunn Aanestad

Authors
  1. Polyxeni Vassilakopoulou
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  2. Miria Grisot
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  3. Margunn Aanestad
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Correspondence to Polyxeni Vassilakopoulou .

Editor information

Editors and Affiliations

  1. University of Oulu, Oulu, Finland

    Harri Oinas-Kukkonen

  2. University of Oulu, Oulu, Finland

    Netta Iivari

  3. University of Oulu, Oulu, Finland

    Kari Kuutti

  4. University of Oulu, Oulu, Finland

    Anssi Öörni

  5. University of Oulu, Oulu, Finland

    Mikko Rajanen

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Vassilakopoulou, P., Grisot, M., Aanestad, M. (2015). Co-Creation of Patient-Oriented Services: Design of Electronic Booking for Norwegian Healthcare. In: Oinas-Kukkonen, H., Iivari, N., Kuutti, K., Öörni, A., Rajanen, M. (eds) Nordic Contributions in IS Research. SCIS 2015. Lecture Notes in Business Information Processing, vol 223. Springer, Cham. https://doi.org/10.1007/978-3-319-21783-3_14

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  • DOI: https://doi.org/10.1007/978-3-319-21783-3_14

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-21782-6

  • Online ISBN: 978-3-319-21783-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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