Die Konferenz »Entwerfen – Entwickeln – Erleben« bietet ein besonderes Podium zum Austausch von Wissenschaft und Praxis entlang des Produktentwicklungsprozess mit einem Schwerpunkt Industrial Design. Der vorliegende Band enthält Beiträge der Sessions zum Industrial Design sowie ausgewählte Posterveröffentlichungen der Konferenz 2016. Darin werden Themen und Ansätze von der Anwenderintegration, neuen Prototypen, Service Design, User Experience und der Gestaltung von Emotion über Design in der Digitalen Revolution und für eine nachhaltige Zukunft, Design in mobilen und für Sicherheitsanwendungen bis hin zu Designmanagement, Feasibilitydesign und Reengineering vorgestellt und diskutiert. Die Technische Universität Dresden und technischesdesign.org ermöglichten in Kooperation mit der Gruppe Virtuelle Produktentwicklung der Wissenschaftlichen Gesellschaft für Produktentwicklung (WiGeP) und dem Rat für Formgebung die fachübergreifende Diskussion des Schwerpunkt-Themas inmitten der interdisziplinären Dresdner Wissenschaftslandschaft. Ein zweiter Band »Entwerfen Entwickeln Erleben 2016« (ISBN 978-3-95908-062-0, herausgegeben von Ralph Stelzer) fasst die Beiträge zur Konstruktionstechnik und zur Virtuellen Produktentwicklung zusammen.

Die Konferenz »Entwerfen – Entwickeln – Erleben« bietet ein besonderes Podium zum Austausch von Wissenschaft und Praxis entlang des Produktentwicklungsprozess mit einem Schwerpunkt Industrial Design. Der vorliegende Band enthält Beiträge der Sessions zum Industrial Design sowie ausgewählte Posterveröffentlichungen der Konferenz 2016. Darin werden Themen und Ansätze von der Anwenderintegration, neuen Prototypen, Service Design, User Experience und der Gestaltung von Emotion über Design in der Digitalen Revolution und für eine nachhaltige Zukunft, Design in mobilen und für Sicherheitsanwendungen bis hin zu Designmanagement, Feasibilitydesign und Reengineering vorgestellt und diskutiert. Die Technische Universität Dresden und technischesdesign.org ermöglichten in Kooperation mit der Gruppe Virtuelle Produktentwicklung der Wissenschaftlichen Gesellschaft für Produktentwicklung (WiGeP) und dem Rat für Formgebung die fachübergreifende Diskussion des Schwerpunkt-Themas inmitten der interdisziplinären Dresdner Wissenschaftslandschaft. Ein zweiter Band »Entwerfen Entwickeln Erleben 2016« (ISBN 978-3-95908-062-0, herausgegeben von Ralph Stelzer) fasst die Beiträge zur Konstruktionstechnik und zur Virtuellen Produktentwicklung zusammen.:Hybride Prototypen im Design Sebastian Lorenz · Maria Klemm · Jens Krzywinski 11 Anwenderintegration in strategische Designprozesse von Industriegütern Frank Thomas Gärtner 23 Die Relevanz semiotischer Dimensionen als „System der möglichen Fehler“ für die Usability Klaus Schwarzfischer 37 Service Design = Kognitives Design – Über die Gestaltung von Berührungspunkten und Perzeption in analogen und digitalen Benutzungskontexten Oliver Gerstheimer 51 Design und User Experience in der Flugsicherung – Assistenzsystem zur Fernüberwachung im Multi-Airport-Betrieb Rodney Leitner · Astrid Oehme 63 Die Gestaltung in Zeiten der Digitalen Revolution Gerhard Glatzel 79 Designing a Sustainable Future with Mental Models Anke Bernotat · Jürgen Bertling · Christiane English · Judith Schanz 91 Design in globalen Industrien – Ein Blick hinter die Kulissen von Dräger Herbert Glass · Matthias Willner 105 Untersuchung von emotionalen Wirkungsmechanismen im Produktdesign Mareike Roth · Oliver Saiz 115 Strak als Schnittstelle zwischen Design und Konstruktion – Ergebnisse einer Prozessberatung bei Miele Norbert Hentsch · Matthias Knoke 127 Feasibility Design – „Designqualität in Serie bringen“ Knut Lender 139 Experimenteller Ansatz zu Effekten subjektiven Erlebens in VR-basierter Risikobeurteilung Patrick Puschmann · Tina Horlitz · Volker Wittstock · Astrid Schütz 153 Simulation komplexer Arbeitsabläufe im Bereich der digitalen Fabrik Thomas Kronfeld · Guido Brunnett 169 Vom Wert der designerischen Perspektive des Erlebens beim Re-Engineering von Produkten: ein Best-Practice-Project Philip Zerweck 183 Vorgehensweisen zum Einsatz universitärer Produktentwicklung als Innovationstreiber Bernd Neutschel · Martin Wiesner · Michael Schabacker · Sandor Vajna 197 Considering emotional impressions in product design: Taking on the challenges ahead Susan Gretchen Kett · Sandro Wartzack 215 Methode zur Verbesserung der Usability durch gezielte Förderung mentaler Modelle Marcus Jenke · Karoline Binder · Thomas Maier 233

La conception d’un produit ou d’un service en Santé est un processus complexe et risqué. Il doit intégrer dans les phases précoces de conception les normes, les contraintes réglementaires, les données de surveillance et d’évaluation de la sécurité jusqu’à l’autorisation de mise sur le marché pour les dispositifs médicaux, mais également les préférences des utilisateurs experts : professionnels de santé ou non-experts : patients. Dans le marché compétitif des nouveaux produits ou services en Santé, l’enjeu pour les ingénieurs est de faire coïncider les besoins des utilisateurs à leur contexte et usages tout en intégrant toutes les parties prenantes du système de soin. Innovation médicale, technologique et organisationnelle, la télémédecine (TM) est l’utilisation des nouvelles technologies pour délivrer des actes médicaux. L’objectif de cette thèse est la mise au point d’une méthodologie centrée sur les utilisateurs et leurs usages pour concevoir, développer, intégrer et valider une application dermatologique de la TM : la télédermatologie. L’opportunité de validation de cette méthodologie pour intégrer et déployer un service innovant dans un service de dermatologie y est également discutée. / Designing product or services for healthcare system is highly complex, costly and risky. It combines constraints such as being a multi decisional and multilevel system with specific financial model linked to the state the healthcare system organization belongs to. In the highly marketing-time sensitive context of innovative products or services, there is challenge for designers to be able to match the new design to the users’ needs, answering to their context or usages while integrating all system stakeholder components. Telemedicine (TM) is the use of ITtechnologies to provide medical care or medical advice. It is considered a care delivery transformation combining medical, technological and organizational innovation. Using the example of Teledermatology a dermatological application of TM, this PhD develops a methodology based upon users contexts and usages to design integrate and provide an assessment model to decision makers. The opportunity to implement and integrate the service in French department of dermatology is discussed.

This thesis concerns Patient Experience (PX), in hospital maternity care in Sweden. The focus lies in the development of a measure to describe the current state of PX. The thesis uses a semi-sequential mixed-methods study design; exploration of the patient journey, through qualitative methods, informs the adaptation of an existing maternity care experience survey instrument. The resulting survey instrument is tried in a pilot study and renders a composite measure of PX. Part of the analysis is dedicated to understanding the e!ect of information and communication in PX; Exploratory Factor Analysis is used to test the model and attempt an answer. The results show that it is possible to describe PX using the proposed survey instrument. The composite measure preserves di!erences in perceptions better than an arithmetic average of two discrete VAS-1 type measurements, and is more appropriate when measuring attitudes, and opinions using Likert-type measures. A three component solution describes 65.44% of the total sample variance. Determining to what degree PX is influenced by information and communication remains di"cult to quantify, but these initial results indicate that the manner of the attending sta! during aftercare and the respondent’s mastery of information during discharge are important dimensions of patients’ total PX (ANOVA R .695, R Square .483). The model’s three components are almost entirely built from items that address interpersonal skills and information assimilation. These correspond to two of the three Service Quality Dimensions, namely Interaction Quality and Outcome Quality. Most important of the three is the component “Chemistry in aftercare”. The predictive strength of the model shows merit under the context of the study and could advise further e!orts to develop measurements for PX in maternity care in a Swedish hospital setting. Lastly, this study contextualises Service Design in hospital maternity healthcare; the study therefore o!ers ample opportunity for innovation. / Arbetet handlar om Patientupplevelse (PU), i förlossningsvården i Sverige. Fokus ligger på utvecklingen av ett mätvärde att beskriva den nuvarande patientupplevelsen. Arbetet använder kvalitativa och kvantitativa metoder (mixed-methods), i en semi-sekventiell design; utforskning av patientresan ligger till grund för anpassningen av ett existerande mätinstrument. Det nya mätinstrumentet testas i en pilotstudie och ger ett kompositmätvärde av PU. En del av analysen ägnas åt att förstå vilken e!ekt information och kommunikation har på PU; Explorativ faktoranalys används för ändamålet. Resultaten visar att det är möjligt att beskriva PU genom det föreslagna mätinstrumentet. Det resulterande kompositvärdet är bättre på att beskriva skillnader i uppfattning än ett medelvärde av två diskreta variabler av VAS-1 typen, och är också lämpligare när attityder och åsikter mäts med hjälp av Likert-skalor. En trekomponentslösning beskriver 65.44% av den totala stickprovsvariansen. Att avgöra hur mycket PU påverkas av information och kommunikation förblir svårt att kvantifiera, men dessa inledande resultat visar att patientbemötande under eftervårdstiden och patientens förmåga att bemästra information under utskrivningen är viktiga dimensioner av patienters totala PU (ANOVA R .695, R Square .483). Modellens tre komponenter är nästan uteslutande uppbyggda av variabler som fångar upp personliga relationer och assimilering av information. Dessa motsvarar två av de tre dimensionerna i Servicekvalitetsmodellen, nämligen Interaktionskvalitet och Utfallskvalitet. Viktigaste komponenten är Personlig kemi under eftervården. Modellens förutsägningsstyrka visar förtjänst under studiens kontext och kunde informera framtida ansträngningar att utveckla mätvärden för förlossningsvården inom svensk sjukhusmiljö. Till sist kan nämnas att studien kontextualiserar Service Design inom förlossningsvården; studien erbjuder därför omfattande möjligheter för innovation.

由於資訊科技的發展，提供顧客商品與服務的溝通等價值觀也隨之改變，新興服務業是依賴網際網路和資訊技術所發展而來的，全球產業結構呈現出“工業型經濟”向“服務型經濟”轉型的總趨勢，服務逐步被重視。人類社會第四次的革命“服務革命”，就是服務科學，社會和技術共同演進的科學，以資訊科技為基礎改革服務整體。加上網路效應，讓人們可以透過共同設計思考，為世界帶來創意及新事物的催化劑，將跨領域的人才結合起來，利用群策群力及不同領域的思考藝術互相激盪，激發出創意。將這些觀點整合起來，提出一個共同創造服務的架構，讓人們在獲得服務的同時，也參與創造服務，得到服務的最佳化。本研究透過服務科學的服務組成、服務流程、以及服務價值三方面來探討，並採用結合協同式共同演化基因演算法、互動式基因演算法所組合成的協同互動式共同演化基因演算法，以共同演化的方式，達到使用者的設計需求。系統共分四大模組：設計問題定義模組、設計建議模組、協同互動式共同演化模組、評估模組，將設計思考、共同創作並演化的概念，並透過互動式基因演算法修正適應函數評估的偏差，讓顧客設計過程中，得到最佳化的服務。本系統之預期貢獻分為：(1)利用服務科學創新設計服務e化傳遞。(2)為服務科學提供應用典範與原件發展方向。 / The notion of service science addresses the use of information technology to reform services in terms of designing thinking and value co-production, bringing the catalyst of the innovation to the service world. This paper proposes a novel e-service platform about interior design featuring (semi-)automated mutualism of co-produced values. This platform encompasses a few autonomous cognitive learning components to guarantee effective accomplishment of reaching a user's design demand. These components include models of interior design concepts, cooperative co-evolutionary genetic algorithm (CGA) and interactive genetic algorithm (IGA). The intended contributions of this platform are two-folds: (1) Showcase an intelligent service design as characterized by the sixth quadrant of Figure1. (2) Provide some intelligent service design components (e.g., CICGA) for unfolding future systematic service innovation in service science.

本研究將原有概念工程的服務設計方法，結合預測市場的理論，設計出一套新的概念設計流程，就是因為服務業的特性與傳統製造業的模式大不相同。過去單方面的由公司或是廠商設計產品，顧客只能從現有產品中挑選買單的狀況將越來越不復存在。在未來服務業的世界中，越發重視與顧客間的互動，在設計的過程中就與顧客有高度的互動，強調服務是與顧客共同創作的成品，服務永遠沒有最後的完成版本，只有不斷因應環境與顧客需求改變的beta測試版本。就是因為加入人這樣極度不安定的因素，造成整體服務在設計上的困難，除此之外，也由於需要顧客的高度參與也導致設計時間成本的激增，環境的瞬息萬變，無法即時掌握顧客的需要並快速做出反應，無論是在現在與未來都將是嚴重的致命傷，也因此組織與個人都將面臨嚴峻的考驗。如何在服務水準與開發成本之間取得一個平衡點，正是本研究所希望能提供的。 / In service exchange, both providers and customers are involved in shaping the continuum of value co-production. Combining the concepts of prediction market and concept engineering, service concept design engaged by providers and customers can become much efficient and economical. The providers and customers in service industry are changing all the time. In this industry, there are many uncertain factors to consider and it is important for a design team to establish the relationship with their customers and unfold a service concept design process which can meet consumers’ expectations and needs. This study proposes an IT-enabled process of new service concept design grounded on the analytical model of precision market to achieve the design goal while minimizing the concept development cost by collective customer involvement. This IT-enabled service concept design process comprises four parts (Collecting the voice of the customers, Requirement rater, Concept generator and Concept selector) unfolding the customer-based design of new service concepts in order to meet the customer needs and potentially improve customer satisfaction in light of the uncertainty and the dynamics in what the customers want for services.

An increasing amount of both physical and mental layers keep distancing urban dwellers from the biophysical envi- ronment that we often call nature. Environmental psycholo- gists have coined the term ‘extinction of experience’ to de- scribe the decreasing amount of encounters urban dwellers have with the natural environment. With the depletion of these experiences we have less relation to the natural world. And what we cannot relate to, we find hard to value. The intent has been to explore new ways urban dwelling adults could interact with the natural environment in order to help them relate to the abstract notion of biodiversity. The final concept is inspired by expert and user insights gathered through ethnographic research methods. The resulting design concept is a service and product eco- system that is based in the field of soundscape ecology.

Submitted by Maicon Juliano Schmidt (maicons) on 2015-04-10T12:45:27Z No. of bitstreams: 2 Marcelo Paes.pdf: 10057344 bytes, checksum: b0121ff6fb4efa45286e495ee87e3cc1 (MD5) Marcelo Paes.pdf: 10057344 bytes, checksum: b0121ff6fb4efa45286e495ee87e3cc1 (MD5) / Made available in DSpace on 2015-04-10T12:45:27Z (GMT). No. of bitstreams: 2 Marcelo Paes.pdf: 10057344 bytes, checksum: b0121ff6fb4efa45286e495ee87e3cc1 (MD5) Marcelo Paes.pdf: 10057344 bytes, checksum: b0121ff6fb4efa45286e495ee87e3cc1 (MD5) Previous issue date: 2012-01-31 / Nenhuma / Esta dissertação teve como objetivo avaliar as contribuições que um contexto de Open Innovation poderia acrescentar a um projeto de design estratégico voltado ao desenvolvimento de novos serviços ao público médico do Hospital Mãe de Deus, em Porto Alegre. Para tanto, fez uma avaliação qualitativa do projeto estudado, descrevendo, compreendendo e interpretando fatos e fenômenos através do método da pesquisa-ação, de maneira a associar a pesquisa social com a ação colaborativa e participativa. A tarefa de pesquisa foi constituída de duas frentes de trabalho e coleta de dados: a primeira, de caráter científico-técnico, composta por técnicas de pesquisa documental e entrevistas semiestruturadas, fez uma busca criteriosa de dados inerentes às práticas e estratégias da instituição direcionadas ao problema da analise, e coletou percepções de diversos atores, internos e externos à instituição hospitalar, sobre o fenômeno estudado que não foram capturados na análise documental; e a segunda, de caráter científico-projetual, atuou de maneira prática no cenário da investigação, buscando uma abordagem experiencial do sentido ideal de criar valor pela inovação, através do uso de capacidades inerentes aos modelos de conhecimento do Design Estratégico. Os resultados alcançados mostram que o Hospital Mãe de Deus apresenta um contexto onde se observa a inovação aberta de forma prática, permitindo a entrada de recursos externos para gerar valor ao seu negócio, porém ainda carente de processos que tornem tal prática consciente e favoreçam a utilização do conhecimento tácito do pessoal interno, permitindo sua disseminação para além da área médico-assistencial. Os resultados também indicam que a instituição explora fatores condicionantes para o sucesso de projetos de desenvolvimento de novos serviços, entre os quais a disposição da liderança em buscar novos olhares e fontes externas para contribuir com soluções diferenciadoras, impulsionando favoravelmente a gestão dos modelos assistencial e econômico sobre os quais está apoiada. O projeto de um novo serviço conduzido pela lente do design estratégico encontrou no exercício da inovação aberta dessa instituição um clima propício para que suas práticas pudessem ser compatibilizadas. Assim, a lógica do fazer característica do design estratégico e que dá forma à estratégia elaborada pela empresa, fortalece-se junto a uma situação de inovação aberta que abre espaço para uma possível execução dos conceitos e serviços projetados. / The objective of this dissertation was to evaluate the contributions that a context of Open Innovation could add to a strategical project of design focused on the development of new services to the medical public of the Hospital Mãe de Deus, in Porto Alegre. For this purpose, it was made a qualitative evaluation of the studied project, describing, understanding and interpreting facts and phenomena through the method of action research, to associate the social research with the collaborative and participatory action. The research task was constituted of two fronts of work and data collection: the first, scientific-technical, consisting of documentary research techniques and semistructured interviews, made a detailed search of data inherent to the practices and strategies of the institution directed to the problem of analyze, and collected perceptions of diverse actors, both internal and external to the hospital institution, on the studied phenomenon that had not been captured in the documentary analysis; and the second one, scientific-design based, acted in a practical way in the scene of the research, seeking an experiential approach of the ideal sense of creating value by innovation, through the use of capabilities inherent to the Strategic Design knowledge models. The results show that the Hospital Mãe de Deus presents a context where it is observed the open innovation in a practical way, allowing the entrance of external resources to generate value to its business, but still lacking processes which make such practice conscientious and that encourage the use of the tacit knowledge of the internal staff, allowing its dissemination beyond the medical-assistencial area. The results also indicate that the institution explores determining factors for the success of projects of development of new services, including the willingness of the leadership in searching new looks and external sources to contribute with unique solutions, stimulating favorably the management of the assistencial and economic models on which it is supported. The design of a new service conducted by strategic design found, in the exercise of the open innovation of this institution, a favorable environment so that its practices could be made compatible. Thus, the logic of making characteristic of strategic design and that gives form to the strategy elaborated by the company, is strengthened next to a situation of open innovation that makes room for a possible execution of the concepts and services projected.

由於社會人口結構逐漸老化，電子健康照護服務的需求日漸增長，在今日成為健康照護服務中成長最迅速的領域，因此，服務設計就在健康照護產業中成為一個關鍵的議題。設計一個成功且完善的服務系統，首先要先了解病患的特性及需求，我們引用調節變項模型的概念，提出一套電子化健康照護服務設計架構，研究病患的服務偏好以及服務特色之間的配適性關係。本研究採個案研究法，透過台大醫院遠距醫療照護服務計畫中收集資料，我們研究結果發現在病患服務偏好以及服務特色當中存在著高度的配適性關係，如同我們的假設，在這之間的配適度將是一個影響服務效能的關鍵因素之一，本篇論文的貢獻在於為電子健康照護服務產業上提供一個良好的服務系統架構，並且提出一個驗證後的模型以了解關鍵的相關服務特色。 / The demand of e-Health care has been dramatically increasing and is quickly becoming one of the fastest growing areas of health-care today, due to today’s rapidly aging society; service design has therefore become a critical issue in the e-Health industry. To design a successful e-Health system, one must consider the different characteristics and preferences of each patient and design a system from a practical point of view. According to the concept of fit through moderation, this research aims to propose an e-Health design framework that examines the correlational fit between e-Health features and patient preference for achieving the best performance. We conducted a survey, where data was collected from the e-Health care program at the National Taiwan University Hospital (NTUH). From these sources, we found that there is an existing fit between e-Health service features and the preferences of different patient segments. Our findings also coincide with our pervious hypotheses that the fit between service features and patient preference contribute the service performance. The contribution of study is to provide a better understanding of critical service features through a validated framework in order to develop a better service system design for the provision of e-Health service.

This thesis adds to a stream of research suggesting that healthcare can be more patient centered and efficient by redefining the role of the patient from a passive receiver to a more active and collaborative participant. This may relate to healthcare provision (Anderson and Funnell, 2005; Berry and Bendapudi, 2007; Bitner and Brown, 2008; McColl-Kennedy et al., 2012; Nordgren, 2008) and innovation (Bate and Robert, 2006; Groene et al., 2009; Longtin et al., 2010). Through research initiative containing four healthcare units and 68 patients, the present thesis combines healthcare research (e.g., Anderson and Funnell, 2005; Nelson et al., 2002) with service research (e.g., Grönroos, 2006; Vargo and Lusch, 2008, 2004) to explore three aspects of patient involvement and service innovation. Firstly, the concept of patient involvement itself is investigated through an extensive literature review of empirical research on patient involvement. A model describing the antecedents, forms and consequences of patient involvement is proposed. What value is, and how patients can co-create value is discussed from the perspectives of healthcare research and service management thought. Secondly, the thesis proposes a diary-based methodology for involving patients in service innovation. My colleagues and I developed the methodology in collaboration with the participating care providers and applied it in practice. We used the experiences we gained from the project and the contributions from the patients to examine the opportunities for user involvement in service innovation. The participants contributed with ideas and insights stemming from their experiences in their contact with healthcare and other resources. We suggest the following three ways of learning from the collected data: As ideas for improvements; through summary reports to illustrate other quantitative data; and as narratives to promote change. Thirdly, the thesis explores patients’ motivations to participate in service innovation, a hitherto unexplored field. Through an analysis of patients’ contributions and interviews with participants we found that there are a number of factors that motivate patients to participate and that participation is perceived as a social- and meaningladen event. Patients derive psychological well-being and support from participation, but disease was sometimes a barrier to participation. This thesis elaborates on how the most motivated users can be involved in service innovation, applying thinking from the lead-user methodology to a healthcare setting. Overall, the thesis explores patient involvement from new perspectives and, by doing so, adds to our collective efforts to improve healthcare. / Denna avhandling syftar till en mer patientcentrerad och effektiv sjukvård. Den bidrar till en strömning inom forskningen som menar att sjukvården kan förbättras genom en omdefiniering av patientrollen – från en roll som passiv mottagare till aktiv, samskapande aktör. Patienten kan ses som en resurs både i utförande av vården (Anderson and Funnell, 2005; Berry and Bendapudi, 2007; Bitner and Brown, 2008; McColl-Kennedy et al., 2012; Nordgren, 2008) och inom utveckling och innovation (Bate and Robert, 2006; Groene et al., 2009; Longtin et al., 2010). Avhandlingen kombinerar sjukvårdsforskning (Anderson and Funnell, 2005; Nelson et al., 2002) med tjänsteforskning (Grönroos, 2006; Vargo and Lusch, 2008, 2004) i en forskningsansats som innefattar fyra vårdenheter och 68 patienter. Den utforskar tre aspekter av patientinvolvering och tjänsteinnovation. För det första undersöks konceptet patientinvolvering genom en omfattande litteraturöversikt av den empiriska forskningen på området. Översikten leder till en konceptuell modell för att beskriva patientinvolvering: vad dess förutsättningar är, vilka former av patientinvolvering som finns och vad patientinvolvering leder till. Avhandlingen diskuterar även begreppet värde och hur patienter kan samskapa värde, utifrån perspektiv inom vårdforskning och tjänsteforskning. För det andra föreslår avhandlingen en dagboksbaserad metod för att involvera patienter i tjänsteinnovation. Deltagande patienter skriver i denna metod ner sina ner sina idéer och upplevelser varje dag under två veckors tid. Mina kollegor och jag utvecklade metoden i samarbete med personal från de deltagande vårdenheterna och applicerade den på praktiken. Erfarenheterna från projektet och de deltagande patienternas bidrag användes för att utforska möjligheterna med patientinvolvering i utvecklingen av vården. Vi föreslår tre sätt att lära sig från det insamlade materialet: som direkta idéer till förbättringar; summerat till rapporter för att ge kvalitativ förståelse av andra kvantitativa mätningar; och enskilda patienters berättelser kan användas för att förmedla patientperspektivet i organisationen och mana till förändring. För det tredje undersöker avhandlingen patienters motivation att bidra till tjänsteinnovation, ett hittills outforskat område. Genom en analys av patienters bidrag och genom intervjuer med deltagare finner vi att patienter motiveras att delta av en rad olika anledningar, från ett behov av upprättelse till en glädje av att utföra aktiviteten. Deltagandet uppfattas som en social och meningsfull händelse. Patienter upplever psykiskt välbefinnande och stöd genom att delta, även om sjukdom kan vara ett hinder i deltagandet. Avhandlingen undersöker även hur de allra mest motiverade patienterna kan identifieras och inkluderas i tjänsteinnovation, detta inspirerat av lead  user-metoden (von Hippel, 1986). Sammantaget utforskar avhandlingen patientinvolvering och tjänsteinnovation från nya perspektiv och bidrar därmed till våra gemensamma ansträngningar för att förbättra vården och patienters välbefinnande.