PSS for Healthcare Service Engineering, a User-Centered Approach Using Social Network

Abstract

User centered design methods appear to integrate user preferences, expectations, use (product or service), and feedback in the design process. Social networks bring to PPS new capacities to increase the access to user rapid feedbacks and to new gathering and analyses methods, mainly for products. By integrating users and their utilities, social networks may answer to one of the main stakes of complex system design and user-centered approach. Telemedicine i.e. clinical healthcare using IT-technologies is an innovative service suffering from long development processes and difficulties to merge and implement in the medical landscape aside the conventional care process. In this context, user centered design approach is challenging to target new perspectives. Considering an application of telemedicine for skin disorders, we used collaborative tools and social-networks to gather data about users (patients) expectations with their skin problems in both conventional and innovative services.