Abstract
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.
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