Co-Creation of Patient-Oriented Services: Design of Electronic Booking for Norwegian Healthcare

  • Polyxeni VassilakopoulouEmail author
  • Miria Grisot
  • Margunn Aanestad
Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 223)


Recent perspectives in service design discuss how it entails a process of co-creation with the active engagement of users. In this paper we take this lens of service design to analyze two empirical cases on the design of two patient-oriented electronic services for appointments with healthcare providers in Norway. Specifically, we focus on how the service concepts were initially conceived, how they were gradually concretized and how different user groups (patients and healthcare providers) were involved in this process. Our findings show how the involved actors gradually realized that the design of appointment services requires more co-production than initially assumed. This realization made the design scope go beyond the interactive artifacts and extend towards the overall shaping of complex interactive relationships.


Electronic appointment services Healthcare Service design Users’ involvement Patient centeredness 


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Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

  • Polyxeni Vassilakopoulou
    • 1
    Email author
  • Miria Grisot
    • 1
  • Margunn Aanestad
    • 1
  1. 1.University of OsloOsloNorway

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