Using Service-Dominant Logic to Build Empathy for Design Thinking in a Health Service Delivery Environment

  • Masiya Alex MarufuEmail author
  • Alta van der Merwe
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 797)


Everywhere in the world, governments consider the use of Information and Communication Technologies (ICTs) to drive improvements in service delivery with wide-ranging e-government initiatives. The health sector in particular faces the twin challenge of growing populations requiring services and dwindling resources in the face of reduced funding. Design thinking has over the last 20 years developed into a “design paradigm” that can assist service providers to craft solutions to problems that take into account the needs and views of stakeholders involved. Using a design science research approach underpinned by a pragmatist philosophy, this study develops a model for consolidating empathy input in a design thinking process.


Co-creation Design science research Design thinking e-Government e-Health Service-dominant logic 


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Copyright information

© Springer Nature Singapore Pte Ltd. 2019

Authors and Affiliations

  1. 1.Informatics DepartmentUniversity of PretoriaPretoriaSouth Africa

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