Abstract
Innovation in service design is essential for many industries, especially health care. While innovative technology is becoming a standard in health care, focus should shift toward thinking about the needs of the healthcare workforce. Healthcare organizations need a workforce designed to embrace change, understand and address workforce disasters, ensure vertical commitment within the organization, establish clear and committed leadership, and educate the workforce of the future to thrive with the tools and care delivery models of the future. In order to do this, healthcare organizations should be thinking about the needs of the workforce when implementing innovative service design. Service design is not about the technology, but about the overall quality of the service delivery that comes from the new technology. The healthcare workforce is equally impacted by the changes in service delivery that new technology introduces. It is essential to design innovative services specifically for the healthcare workforce so they can be successfully incorporated into the service delivery environment.