We describe our experiences employing experience-based design (EBD) to improve an outpatients health service in the UK and discuss the impacts of incorporating the voices of those not directly using or working within the service. We suggest that such new perspectives, experiences and expertise may enable the development of service innovations outside patients’ and staffs’ conceptual space of problems/solutions, but can affect the ownership and agency within the change project. To conclude, we propose a balance between accomplishing change and creating the self-belief to achieve it.
CITATION STYLE
Bowen, S., Dearden, A., Wolstenholme, D., Cobb, M., & Wright, P. (2011). Different Views: Including Others in Participatory Health Service Innovation. In J. Burr (Ed.), Proceedings of PINC 2011 (pp. 230–236). Sønderborg, Denmark: University of Southern Denmark. Retrieved from http://shura.shu.ac.uk/3536/
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