A Case Study in Participatory Service Design for Rural Healthcare System in India Using a Pattern Language

  • Pramod KhambeteEmail author
  • Uday Athavankar
  • Pankaj Doke
  • Ratnendra Shinde
  • Debjani Roy
  • Sujit Devkar
  • Sanjay Kimbahune
  • Sujata Chaudhary
Conference paper
Part of the Smart Innovation, Systems and Technologies book series (SIST, volume 34)


Application of a Service and Touch Point design pattern language for a rural healthcare service in India with the participation of a multidisciplinary team comprising designers, IT professionals, business analysts and doctors was studied. We discuss the process followed, and the benefits of using a service design pattern language. Specifically: the participants could start with a few patterns and progressively acquire an understanding of the patterns through mutual assistance; the patterns and associated sharable artefacts facilitated communication and continuity of thought process among the team members; the team could dynamically refine a set of appropriate patterns and were guided to rich, comprehensive and innovative solutions. The real life constraints neither hindered the progress nor the quality of the solutions. The potential of embedding the pattern language in a socio-technical system to mediate the process was demonstrated. The study provides several theoretical and practical insight concerning the use of pattern languages.


Service design Participatory design Multidisciplinary design Design patterns Pattern language Healthcare 



This study was carried out under the aegis of TCS—IIT Bombay Research Cell funded by Tata Consultancy Services. We thank doctors from SGS Medical College and KEM Hospital, Mumbai, notably Dr. Sunita Shanbhag, Dr. Mrudula Solanki and Dr. Pawan Sable for sharing their rich experience and participation, and the staff and doctors associated with the chosen Public Healthcare Centre who helped in the data collection stage.


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Copyright information

© Springer India 2015

Authors and Affiliations

  • Pramod Khambete
    • 1
    Email author
  • Uday Athavankar
    • 1
  • Pankaj Doke
    • 2
  • Ratnendra Shinde
    • 3
  • Debjani Roy
    • 1
  • Sujit Devkar
    • 2
  • Sanjay Kimbahune
    • 2
  • Sujata Chaudhary
    • 1
  1. 1.Industrial Design CenterIndian Institute of Technology BombayMumbaiIndia
  2. 2.Tata Consultancy ServicesMumbaiIndia
  3. 3.Seth G. S. Medical College and KEM HospitalMumbaiIndia

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