Abstract
Medical profressionals had well established a concept of idea and mission statement called "Patient-Centered", and it was established on the medical provider's views, that everything were all around the center of physicians. In this study, we started with the perspective of dialysis patients and their families, dipping deeply into their insight motivations and real needs, and included patients and their families as co-creators. Finally, patients and their families would become the masters to design a patient centered dialysis services. This study followed the advocates of Double Diamond model of UK Design Council, and divided it into the following two main themes First at all, Discover and Define: We define the Value Proposition of hemodialysis services by using the "Value Proposition Canvas" . After a extensive work of observating the hemodialysis process, interviewing with stakeholders and explorating from internet social network, we define the value proposition of what dialysis patient and their families needs and how to solve the dialysis patient and their families distress (or hinder). Secondly, Develop and Deliver: The value of hemodialysis services that we had been defined were then designed to be a competitive prototype, sculptured by using a series of service design tools systematically. In this study, we use a way of customer-centered design thinking, which were step by step and time series analysis processes, to catch deep insight customes’s needs socially and emotionally; In this study we conducted with a large number of co-creations and created several “innovation service drafts”, in result of diverse designs were more aligned to the needs of dialysis patients and their families. We sketched out services Blueprint in order to simulate these innovation service drafts in a actual operation condition, and to understand the requirement of technology, manpower, resources and partnerships for this innovation service, and then to verify the feasibility in real world. The Blue Ocean strategy would help us to shape these innovation service drafts to be a competitive one in the market, and it could examine whether the service drafts withstand the challenges in market. Finally we delivered the market fitted service prototypes. In this study we used Discover, Define, Develop and Deliver processes– based on the stages of the Double Diamond, the Design Council’s simple way of mapping the design process, and created four prototypes for the hemodialysis service. And finally, we concluded the following three conclusions: First at all, there is a considerable difference between this study and traditional providers based design thinking, although they all advocated the same ideal of "patient-centered". Secondly, the health care organizations will retrench their expenses, as well as get a better reputation and customers trust, if the designs focused on the patient-centered and created maximum value for the patients. The third, there are many breaking points in the traditional hemodialysis services, in this study, with the Discover, Define, Develop and Deliver processes, we would find the breaking point and try to make up these break points.