Towards a Person-Centred Approach to design for personalisation

Kettley, Sarah; Kettley, Richard; Lucas, Rachel

doi:10.4324/9781315576633-10

Cited by 7 publications

(8 citation statements)

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“…In the current service dominant economy (Witt and Gross, 2020), value-based service should perhaps be the topmost priority if service organisations in both private and public sectors are to remain in business. The outcome of the study is expected to impact medical care worldwide as personal value is predicted to drive services including personalisation of healthcare services (Prainsack and Van Hoyweghen, 2020; Kettley et al ., 2017). It is expected that both private and public healthcare service institutions would re-design their business models by extending their current quality-based service models to include a value-based service component in line with the demands of the ever-changing service dominant society.…”

Section: Discussionmentioning

confidence: 99%

A paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction

Ali

Dzandu

2023

JHOM

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PurposeThis study takes a divergent approach to exploring which construct is more predictive of patient satisfaction (SAT) in a service dominant economy within the context of a healthcare setting.Design/methodology/approachApplying a critical analysis of literature, a service value (SV) model for customer SAT is proposed in this study, which is validated and confirmed with survey data from outpatients at Moorfields Eye Hospital – a world class specialist hospital based in the UK.FindingsQuality of service had the strongest impact on SV but SV had the strongest impact and mediation effect on patient SAT.Research limitations/implicationsThe study concludes that since SV rather than quality of service is more predictive of patient SAT, health service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.Practical implicationsHealth service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.Social implicationsThis poses a strong argument in favour of a paradigm shift in focus from quality of service-based model to service value-based model for greater patient satisfaction.Originality/valueThis is the first study exploring the inter-relationship of four constructs of patient SAT within the context of a leading major UK healthcare hospital service.

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Section: Discussionmentioning

confidence: 99%

A paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction

Ali

Dzandu

2023

JHOM

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“…Furthermore, the attention paid to philosophies of the person by the Human-Computer Interaction literature to date tends to understand these as applicable only in therapeutic engagement, rather than as fundamental to research, even when research is directly engaged with individuals (Thieme et al 2020). It is hoped this study illustrates how modality (in this case the Person-Centred Approach) informs research at all levels (Kettley et al 2017;Kettley and Lucas 2020), most obviously at the level of interactional qualities between designers and participants, but also at the level of the philosophical framework of research.…”

Section: Articlementioning

confidence: 93%

“…The author was invited to deliver a masterclass to an interdisciplinary cohort of 3 rd year undergraduate students at the Design School Kolding (Denmark) in 2017. Students were enrolled on an exploratory Welfare Design course (Møller and Bush 2018), and the faculty (including doctoral researchers) were interested in discussions around Person-Centred Approaches to design being co-developed by the author (Kettley et al 2017). Welfare Design was a response to industry need; the students were working with Sahva, a large and well-established family-run business specialising in prosthetic and orthotic design 2 .…”

Section: Representing the Other As A Whole Person In Design -Adapting The Lifelines Briefmentioning

confidence: 99%

“…There are serious concerns, based in disability scholarship and feminist theory, as to how designers can inadvertently reinforce cultural normalcies, and even actively 'other' the user, distancing "the very lives and experiences they hope to bring near" (Bennett and Rosner 2019, 2). In solution-focused design disciplines there has been a proliferation of methods and toolkits, and of broader methodologies, for representing the user at the heart of the design process, which has resulted in important nuances being lost as industry instrumentalises 'understanding' of the 'user' in the service of market-driven production (Bezaitis and Robinson 2011), while in design for wellbeing and mental health, user-centred design approaches tend to medicalise the user as patient (Kettley et al 2017;Kettley and Lucas 2020). Design, as a worldmaking practice, "distinguishes, labels, valorizes, a. Sarah Kettley, Professor, Chair of Material and Design Innovation at Edinburgh College of Art, University of Edinburgh, sarah.kettley@ed.ac.uk The interpersonal relationship -encounter and experiences of relational depth Explicitly adding the relational to the characterisation of the user-as-person opens up the possibility for a new form of design, which requires in turn a commitment to reflexivity and acceptance of personal growth on the part of the designer.…”

Section: Introduction: From User-centred Design To Relational Designmentioning

confidence: 99%

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Lifelines

Kettley

2021

airea

Self Cite

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There is an imbalance across design disciplines in how the user is theorised, represented and ultimately configured. It is suggested that normative user-centred design, as practiced in product design and human-computer interaction (HCI), can lead to a lack-based approach which, when applied in a health and wellbeing context, tends to align unreflexively with a medicalised view of the person. In contrast, the use of self in research is a concept well-developed in health care ethics and care professions, while the interpersonal relationship is valued and analysed in psychotherapy and counselling research and practice. Inspired by these, this article presents a discussion on the sometimes deeply relational nature of doing design with users when viewed through the lens of the Person-Centred Approach (PCA) (Rogers 1961/1967). A case study is used to illustrate an encounter of relational depth as experienced by students working directly with individuals to design prosthetics. Lifelines is a creative project brief developed by Jivan Astfalck (2008; 2011), which asks students to represent ten significant moments in their own lives through the creative use of materials and found objects. In this case, the brief was altered so that another person (the ‘user’) would be represented. The aim was that the student designers would experience moving beyond implicit conceptions of the user as defined by a need or perceived (dis)ability, and that the intimate and personal nature of identifying and representing significant moments would raise questions about expectations of objectivity in design and research. The case study demonstrates that working in this way can be experienced as profoundly moving, with powerful moments of personal transformation and interpersonal growth. In discussion, it is suggested that through such moments of encounter, it becomes possible to examine the qualities of the relational in action, and to analyse not only problematic processes of othering, but also their converse - meetings at relational depth. The Lifelines brief is proposed as a transformative way for designers to re-engage with the whole person, as both substantial (self-realising) and relational (in time, with others and the world), and as one creative exercise in a potential suite of tools for the strengthening of the “ethical reflex” necessary in Design and HCI (Vandenberghe and Slegers 2016, 514).

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“…Different design disciplines are slowly beginning to recognise the importance to critically self-reflect on issues of power and representation in participatory and co-design (Kettley, Kettley, and Lucas 2017)…”

mentioning

confidence: 99%

Issues of Power and Representation: Adapting Positionality and Reflexivity in Community‐Based Design

Schiffer¹

2020

Int J Art Design Ed

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Increasingly designers from an array of different disciplinary backgrounds work in international and community development, yet design education rarely prepares them for the challenges and roles in this context. The article reflects on issues of power and representation during design research in The Gambia by adapting reflexivity and positionality which are key concepts established in development studies. Reflections are based on research carried out in The Gambia since 2010 which is comprised of phases of immersion, mapping and co-design. They provide in-depth insights currently lacking in literature that demonstrate the value of reflexivity and positionality to iterate design roles and methods in community-based design. Whilst not suggesting particular teaching methods, the article proposes the integration of these concepts into existing structures to better prepare students for increasingly common futures in the workplace. Broader themes that emerge and can be adapted to different design contexts include building trust, entanglement in power dynamics between different actors, personal vulnerability as well as the need to challenge problems as starting points for design interventions.

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Towards a Person-Centred Approach to design for personalisation

Cited by 7 publications

References 0 publications

A paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction

A paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction

Lifelines

Issues of Power and Representation: Adapting Positionality and Reflexivity in Community‐Based Design

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