Design and the Service Experience final with Phi-Hong D. Ha and Kate Muth. In collaboration with JoJo Glick and Michael Yap.


The healthcare industry faces significant challenges due to factors such the troubled financial environment, climate change and lack of resources, changes in people’s behaviors like the movement toward happiness not status as a primary motivator, etc. In order to stay relevant, continue being profitable and maintain a positive relationship with people, businesses are compelled to find new solutions. We as designers have significant opportunity to help the healthcare industry make a positive shift for communities worldwide.

To that end, we developed a service around a new model of consumption that favors access over ownership, openness and community over competition.

Our Process Began with a Hypothesis

Healthy people (those who exercise regularly and do not suffer from major health problems) go to the doctor only when they are sick. Efforts should be made to offer an alternative to the curative health model that is currently practiced within hospitals and doctor’s offices.

Hunt Statement

We are going to understand how preventative health is administered and practiced from the perspectives of health providers and individuals, and, study analogous, yet, non-health-related service models (salons and spas) to identify fresh perspectives informing the design of a preventative health model that is tightly-intertwined with the interstitial times and places of people’s everyday lives.


Invisible Futures

In order to stretch our ideas and consider the implications of designing a service in the healthcare space, we envisioned four possible futures (during a 2-day concepting workshop organized by our instructors):



Our final presentation included a service story (A narrative of the service strategy, the concept and how the service experience unfolds over time, and how customers move through their experience of the service), an experience plan (describes how this service will be developed), and artifacts from the future (shown below in the video).

Service Evidence

Service evidence are touchpoints that represent parts of a service experience. Tangible evidence of a service can be both from the past and present, but also designed artifacts that represent future service experiences. Evidence can represent the effects of possible designs as much as the design of the service itself. Therefore evidence are not only core service touchpoints, but can be a third party’s response to a service such as newspaper articles describing the results of the service.

For this, We created an advertisement for the service.

Process Scrapbook

We documented our inspiration, sketches, meetings, failings, and more on a shared tubmlr page.

back to work