Service innovation and future scenarios: here is the PA Lab

Service innovation and future scenarios: here is the PA Lab

Service innovation and future scenarios: here is the PA Lab
13 April 2017
A ten-hour Service Design Thinking workshop for directors and managers of the healthcare industry.

A smart fridge that is able to to collect the nutritional data of its contents and combines it with the details of the user’s nutritional plan in order to create, via App, a recommended daily menu. Digital platforms that transform health prevention into a game that encourages the patient to maintain a healthy lifestyle. Digital and domotic, but also a new "social" role created for doctors, who once again become an integral part of their patients' lives, listening to their concerns and, thanks to seamless sharing of medical records, always able to provide good service. These are just some of the ideas that arised from the PA Lab workshop (April 11-12 2017) that allowed directors in the healthcare industry to experiment with Service Design Thinking strategies during an evening dedicated to innovation.

Denmark’s Mind Lab, France’s 27e Region and the UK’s Future Gov project are all examples of Service Design, which is currently the main tool for the design and renewal of public services and of the public administration.

The key to this approach is the user's centrality in product development and the creation of relationships with institutions, organizations and companies. A highly experimental method, Service Design Thinking is tested out in the field, guaranteeing that every project and service has the necessary flexibility to adapt to changing circumstances and needs.

In the context of the "Management Training Course for General Directors of the Health Care Sector” organized by the Public Health School Foundation, our team invited 30 healthcare directors from the Emilia Romagna region to a workshop dedicated to what they know best: the healthcare system and its relationship with people.

Through group work with their peers, guided by our moderators and facilitators, the participants could directly experiment with the method, interacting with its interactive and experimental approach. Drawing inspiration from the materials provided by our team, the participants were able to visualize future scenarios, in which technological innovation, as well as communication and interaction with other people, will have even more central roles in society, as well as a central role in our relationship with healthcare.

Taking on the roles of startuppers and innovators, the general directors, managers and doctors used post-its, posters and charts until late at night, followed by the morning session, in which they presented their ideas during 3-minute long pitches.