User-centered Theory Research Articles

Transforming healthcare service environments: a sensory-based approach

PurposeHealthcare service is a process that comprises a series of touchpoints underlying the key facets of service delivery, collectively shaping the users' (i.e. patients, hospital staff, and visitors) experiences. Departing from most sensory studies dedicated to understanding the retail environment and hedonic service, this study focuses on how sensory knowledge can contribute to understanding the sensory-based experiences of hospital users and their interactions with healthcare services at multiple touchpoints.Design/methodology/approachThis study employs a multi-method approach comprising two studies involving semi-structured interviews and a qualitative online survey of past patients.FindingsDrawing upon the user-centered theory, the authors (1) consulted healthcare experts on hospital service touchpoints and standards around medical protocol; (2) explored users' needs, experiences, expectations, and evaluations of healthcare services; and (3) identified the issues and challenges faced by healthcare service users at various service touchpoints. Based on these insights, the authors proposed sensory tactics across healthcare service touchpoints that promote the well-being of major hospital users.Research limitations/implicationsThe proposed sensory tactics require follow-up empirical evidence. Future research could adopt robust methodological designs on healthcare environmental interventions and progress with a transdisciplinary approach to advance this research area.Practical implicationsThe authors' experience-based framework forms the basis of a valuable toolkit for healthcare service management.Originality/valueThis study advances services literature by integrating sense-based marketing knowledge with healthcare service research to understand the dynamic and interactive relationship between hospital users and the environment.

Intelligent Content Editing

This manuscript examines the role of technical editors in content management and theorizes how to adapt print-based editing practices for digital content. Embracing a user experience approach to content management, it introduces a prototype theory inspired by Rockley and Cooper's (2012) concept of intelligent content. The user-centered theory emphasizes editorial strategies for developing, editing, and maintaining digital content; it also explores the implications of separating content and product.

User-centeredness, situatedness, and designing the media of computer documentation

User-centeredness has become a concept of much interest in a number of fields. Systems engineering, architecture, usability research and computer documentation, to name a few, are all areas of study which have, to one degree or another, adopted the terminology of user-centered philosophy in order to come to grips with the problem of how to design for users' needs. While there is much positive to be said about applying user-centered concepts to any discipline that wishes to pursue it, there is also a danger that the concept and philosophy of user-centered design could become, at best, empty rhetoric, and, at worst, fuel for lip service that could serve to undermine the humanitarian goals of a user-centered ethic. One concept which has already suffered a similar fate is that of “problem-solving.” Problem-solving has become, essentially, a hollow term when used by certain disciplines or institutions. For example, it is commonplace to hear representatives of business and industry refer to the need for 'good problem-solvers' in the world of business. One answer to this call has been the adoption of the terminology of problem-solving by the business curricula of many college and university business schools. At least one critic of current business school curricula has mentioned that theories of problem-solving have been diluted by the time they reach students (1). My own experience in teaching business writing at two universities has shown similar characteristics. Many of the business majors want to refer to themselves as “good problem-solvers” in their job application letters, but when asked to elaborate on or give an example of this, they often have simplified or inaccurate ideas of what should constitute an understanding of rich and powerful strategies. Certainly, the research and theory-building of Simon and Newell (2), or G. Polya (3) is applicable to the academic and workplace settings of business, but somehow the terminology of the theory lost its relevance during the translation. My purpose in this article is to discuss how user-centered computer documentation can avoid a similar fate. At present I fear our direction is veering in the direction of such a fate, and that one step toward correcting our course is to develop a clear theoretical understanding of what user-centeredness means to documentation. This means that although there may be a tacit theory which underlies current applications, it is important to make the theory visible, and thereby illuminate the gaps that may exist. In addition, my focus will also be upon the contribution that user-centered theory can bring to our understanding of how to design for the different media of computer documentation. As we all know, online and hypermedia documentation is becoming a central charge of our profession, and user-centered theory can go a long way in helping us understand the similarities and differences among the different media.