Service roadmapping

Abstract

Within the context of person-centred care, this paper unravels the digital service potential of smart care concepts by employing service roadmapping. Demonstrators of smart sensor-based care concepts often imply to service more than one user with data. However, for which user which data is useful and how data is shared among multi-users in integrated in services is currently under researched.
Research question: How to identify the digital service potential of smart care concepts for multi-users service designs?
Method: This study employs a qualitative field method into the area of orthopaedics.The sample consists of 41 advanced concepts demonstrators and accompanying reports that resulted from the umbrella assignment to improve the patient experience journey of hip or knee osteoarthritis patients’ in a focus area of care.The qualitative data related to services aspects were extracted and tabulated, categorized into service clusters, analysed on similarities and difference and mapped into visuals that expressed one service aspect. These maps were validated with 15 representatives of multi-users who indicated extend of service potentials. Then several service models were developed and mapped in coherence with the smart care concepts on a roadmap.
Results: The service mapping evidences the multiple user aspect of the digital service potential, and the data intensity of the demonstrators containing sensors, data and internet technology.The formulation of a service roadmap communicates the cohesion between concepts and their innovation potential to eventually achieve an integrated care service delivery; meaning a service model where all service elements and stakeholders are taken into account.