Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño
En la actualidad, la implementación de estrategias para innovación en servicios en salud ha sido abordada por organizaciones clínicas con enfoque en pensamiento de diseño. Este enfoque metodológico ha facilitado la definición de modelos de integración de tecnologías viables articulados con modelos de negocio factibles para resolver necesidades de las personas involucradas en la red de valor, mejorando la experiencia del paciente de manera significativa. El principal propósito de esta investigación consistió en diseñar el servicio de ortopedia y traumatología del Hospital Universitario deSantander ESE-HUS, fundamentado desde la visión de pensamiento de diseño. Desde esta perspectiva, el proyecto se estructuró en cuatro etapas: descubrir, def... Ver más
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Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño Lillis, B., Szwejczewski, M., & Goffin, K. (2015). The development of innovation capability in services: research propositions and management implications. Operations Management Research, 8(1–2), 48–68. https://doi.org/10.1007/s12063-015-0099-z Orszag, P. & Rekhi, R. (2020). The Economic case for vertical integration in health care. NEJM Catalyst Innovations in Care Delivery, 1(3). https://doi.org/10.1056/CAT.20.0119 Moritz, S. (2005). Service Design practical access to an evolving field. https://issuu.com/st_moritz/docs/pa2servicedesign/4 Meyer, S., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: The missing link in service design research? Journal of Operations Management, 20(2), 121–134. https://doi.org/10.1016/S0272-6963(01)00090-0 Mazera, L., & Salinas, J. (2018). Bot of health care: desarrollo de la aplicación móvil “Kiga” para la enfermedad renal crónica en Brasil. La investigación cualitativa en la comunicación y sociedad digital: nuevos retos y oportunidades (pp.25-35). Ediciones Egregius. https://www.researchgate.net/publication/325006665_Bot_of_health_care_desarrollo_de_la_aplicacion_movil_Kiga_para_la_enfermedad_renal_cronica_en_Brasil_Bot_of_health_care_development_of_the_mobile_application_Kiga_for_chronic_kidney_disease_in_Brazil Mayo Clinic Center of Innovation. (2018). Transforming the experience and delivery of health and health care. http://centerforinnovation.mayo.edu/what-we-do/ March, J. C., Prieto, M. A., Hernán, M., & Solas, O. (1999). Técnicas cualitativas para la investigación en salud pública y gestión de servicios de salud: algo más que otro tipo de técnicas. Gaceta Sanitaria, 13(4), 312–319. https://doi.org/10.1016/S0213-9111(99)71373-7 Loeffler, E., Taylor-Gooby, D., Bovaird, T., Hine-Hughes, F., & Wilkes, L. (2012). Making Health and Social Care Personal and Local: Moving from mass production to co-production. Governance International. https://www.govint.org/fileadmin/user_upload/publications/2012_Pamphlet/Coproduction_in_health_and_social_care.pdf Junginger, S. (2008). Product development as a vehicle for organizational change. Design Issues, 24(1), 26–35. https://adk.elsevierpure.com/en/publications/product-development-as-a-vehicle-for-organizational-change Politecnico di Milano. (2017). Service design tools. http://www.servicedesigntools.org/tools/36 Jones, P. (2013). Design for care: Innovating healthcare experience. Rosenfeld Media. https://www.researchgate.net/publication/259496779_Design_for_Care_Innovating_Healthcare_Experience Goffin, K. & Mitchell, R. (2010). Innovations Management. Red Globe Press. Greenhalgh, T., Robert, G., Macfarlane, F., Bate, P., & Kyriakidou, O. (2004). Diffusion of innovations in service organizations: systematic review and recommendations. Milbank Q, 82(4), 581–629. https://doi.org/10.1111/j.0887-378X.2004.00325.x Forlizzi, J. & Zimmerman, J. (2013, August). Promoting service design as a core practice in interaction design. In Proceedings of the 5th International Congress of International Association of Societies of Design ResearchIASDR (Vol. 13). http://design-cu.jp/iasdr2013/papers/1202-1b.pdf Donofrio, N. (2010). Exact Change. Research-Technology Management, 53(6), 12–17. https://doi.org/10.1080/08956308.2010.11657657 Duncan, A. K. & Breslin, M. a. (2009). Innovating health care delivery: the design of health services. Journal of Business Strategy, 30(2/3), 13–20. https://doi.org/10.1108/02756660910942427 Dubberly, H. & Evenson, S. (2010). Designing for service: Creating an experience advantage. In W. Karwowsky (ed.). Introduction to service engineering (pp.403-413). http://dx.doi.org/10.1002/9780470569627.ch19 Plataforma de Innovación en Tecnologías Médicas y Sanitarias. (2016). Guía de buenas prácticas en gestión de la innovación. www.itemas.org Porter, M. (2010). What Is Value in Health Care? The New England Journal Of Medicine, 363(26), 2477–2481. https://www.nejm.org/doi/full/10.1056/nejmc1101108 DANE (2015). Encuesta de desarrollo e innovación tecnológica. https://www.dane.gov.co/index.php/estadisticas-por-tema/tecnologia-e-innovacion/encuesta-de-desarrollo-e-innovacion-tecnologica-edit Zimmerman, J., Forlizzi, J., & Evenson, S. (2007). Research Through Design as a Method for Interaction Design Research in HCI design research in HCI. In In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI ’07) (pp. 493–502). New York, NY, USA. https://doi.org/https://doi.org/10.1145/1240624.1240704 Text http://purl.org/coar/access_right/c_abf2 info:eu-repo/semantics/openAccess http://purl.org/coar/version/c_970fb48d4fbd8a85 info:eu-repo/semantics/publishedVersion http://purl.org/coar/resource_type/c_6501 info:eu-repo/semantics/article Willesen, T. (2018). Applying service design thinking to improve hospital innovation (Thesis). Aalborg University Copenhagen. https://projekter.aau.dk/projekter/files/288870972/Tania_Willesen_Thesis_2018.pdf Herzlinger R. E. (2007). Who Killed Healthcare?. Medscape General Medicine, 9(3), 50. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2100125/ Stickdorn, M. & Schneider, J. (2012). This is Service Design Thinking. Tschimmel, K. (2012). Design Thinking as an effective Toolkit for Innovation. In XXIII ISPIM Conference: Action for Innovation (pp. 1–20). https://www.researchgate.net/publication/236135862_Design_Thinking_as_an_effective_Toolkit_for_Innovation Steinbeck, R. (2011). El “design thinking” como estrategia de creatividad en la distancia. Comunicar, 19(37), 27-35. https://doi.org/10.3916/C37-2011-02-02 Solfa, F. D. G., Amendolaggine, G., & Wall, T. A. A. (2018). Nuevos paradigmas para el diseño de productos. Design Thinking, Service Design y experiencia de usuario. Arte E Investigación, (14), 12. https://doi.org/10.24215/24691488e012 Smith, A. M., & Fischbacher, M. (2000). Stakeholder involvement in the new service design process. Journal of Financial Services Marketing, 5(1), 21–31. https://doi.org/10.1057/palgrave.fsm.4770003 Service Design Tools. (2017). Service Design Tools. http://www.servicedesigntools.org/ Schiller, C., Winters, M., Hanson, H. M., & Ashe, M. C. (2013). A framework for stakeholder identification in concept mapping and health research: a novel process and its application to older adult mobility and the built environment. BMC Public Health, 13(1), 428. https://doi.org/10.1186/1471-2458-13-428 Sanders, E. B.-N., & Stappers, P. J. (2008). Co-creation and the new landscapes of design. CoDesign, 4(1), 5–18. https://doi.org/10.1080/15710880701875068 Roberts, J. P., Fisher, T. R., Trowbridge, M. J., & Bent, C. (2016). A design thinking framework for healthcare management and innovation. Healthcare, 4(1), 11–14. https://doi.org/10.1016/j.hjdsi.2015.12.002 Design Council. (2013). Design methods for developing services. An Introduction to Service Design and a Selection of Service Design Tools. Keeping Connected Business Challenge. https://www.designcouncil.org.uk/sites/default/files/asset/document/Design%20methods%20for%20developing%20services.pdf Cheung, M. (2012). Design Thinking in Healtcare: Innovative Product Development through the iNPD Process. The Design Journal, 15(3), 299–324. https://doi.org/10.2752/175630612X13330186684114 Brown, T. (2008). Design Thinking. Harvard Business Review, June, 84–92. https://hbr.org/2008/06/design-thinking https://revistasojs.ucaldas.edu.co/index.php/kepes/article/view/4298 En la actualidad, la implementación de estrategias para innovación en servicios en salud ha sido abordada por organizaciones clínicas con enfoque en pensamiento de diseño. Este enfoque metodológico ha facilitado la definición de modelos de integración de tecnologías viables articulados con modelos de negocio factibles para resolver necesidades de las personas involucradas en la red de valor, mejorando la experiencia del paciente de manera significativa. El principal propósito de esta investigación consistió en diseñar el servicio de ortopedia y traumatología del Hospital Universitario deSantander ESE-HUS, fundamentado desde la visión de pensamiento de diseño. Desde esta perspectiva, el proyecto se estructuró en cuatro etapas: descubrir, definir, desarrollar y entregar. Se realizó la contextualización mediante revisión de la literatura e inmersión en contexto. Mediante técnicas de investigación en diseño y con un enfoque cualitativo desde lo etnográfico, se hizo un análisis a profundidad sobre los intereses de actores clave. Para la creación de valor en la experiencia del paciente se identificaron los actores involucrados para co-crear el concepto del servicio y definir los requerimientos y oportunidades para mejorarlo. Así mismo, los mapas, herramientas y sesiones desarrolladas generaron conocimiento relevante en los tópicos del diseño de servicios y la innovación en el sector salud. La investigación permitió establecer que los puntos de contacto son la clave en la generación de innovaciones experienciales, considerando que cada problema identificado es una oportunidad para innovar visionando un futuro deseado. De acuerdo con los resultados, las organizaciones clínicas quienes están inmersas en la complejidad del sistema de salud, pueden encontrar en el diseño de servicios una alternativa viable para gestionar los procesos de innovación mediante el uso e herramientas y métodos que involucran a las personas de todos los niveles organizativos fortaleciendo la red de valor en el servicio al paciente y a su familia. Gómez Caballero, Rosa Milena innovación en salud pensamiento de diseño diseño de servicios co-creación 18 23 Núm. 23 , Año 2021 : Enero - Junio Artículo de revista Universidad de Caldas Kepes application/pdf Publication Aguirre, M. (2014). Design for Care. Desing Observer. http://designobserver. com/feature/design-for-care/38382/ Bitner, M., Ostrom, A., & Morgan, F. (2008). Service Blueprinting: A Practical Technique For Service Innovation. California Management Review, 50(3), 66–94. https://doi.org/10.2307/41166446 Bhatti, Y., del Castillo, J., Olson, K., & Darzi, A. (2018). Putting Humans at the Center of Health Care Innovation. Harvard Business Review, 1. https://hbr.org/2018/03/putting-humans-at-the-center-of-health-care-innovation Bazzano, A. N., Martin, J., Hicks, E., Faughnan, M., & Murphy, L. (2017). Human-centred design in global health: A scoping review of applications and contexts. PLoS ONE, 12(11), 1–24. https://doi.org/10.1371/journal.pone.0186744 Bae, K. M., Lee, K. S., & Kim, Y. S. (2014). Relationship between Service Design Tools and Service Innovation - Focused on Korean Healthcare Cases. Asia-Pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology, 4(2), 63–70. https://www.semanticscholar.org/paper/Relationship-between-Service-Design-Tools-and-on-Bae-Lee/f06ff6443e6945127fea5dbe721145f926c0d074 Arrivillaga, M., Bermudez, P. C., García Cifuentes, J. P. y Botero, J. (20o20) Innovative prototypes for cervical cancer prevention in lowincome primary care settings: A human-centered design approach. PLoS ONE 15(8): e0238099. https://doi.org/10.1371/journal.pone.0238099 Alvarez Pulido, K. L., Serrano Cárdenas, L. F., & Bravo Ibarra, E. R. (2016). Innovación en salud: revisión de literatura científica de la última década. Dimensión Empresarial, 15(1), 43–61. https://www.researchgate.net/publication/313282933_Innovacion_en_Salud_Revision_de_Literatura_Cientifica_de_la_Ultima_Decada_Health_Innovation_a_Review_of_the_Scientific_Literature_from_the_Past_Decade_Inovacao_em_Saude_uma_Revisao_da_Literatura_Cient Altman, M., Huang, T. T. K., & Breland, J. Y. (2018). Design Thinking in Health Care. Preventing Chronic Disease, 15, 1–14. DOI: http://dx.doi.org/10.5888/pcd15.180128 https://creativecommons.org/licenses/by-nc-sa/4.0/ Español health innovation Healthcare Service Innovation using Design Thinking tools Currently, the implementation of strategies for innovation in health services has been addressed by clinical organizations with a focus on design thinking. This methodological approach has facilitated the definition of viable technology integration models articulated with feasible business models to solve the needs of the people involved in the value network, significantly improving the patient experience. The main purpose of this research was todesign the Orthopedics and Traumatology Service of the Hospital Universitario de Santander ESE-HUS based on the vision of design thinking. From this perspective, the project was structured in four stages: discover, define, develop and deliver. Contextualization was carried out by reviewing the literature and immersing in context. Using research techniques in design and with a qualitative approach from the ethnographic point of view, an in-depth analysis was made of the interests of key actors. For the creation of value in the patient experience, the actors involved were identified to co-create the concept of the service and define the requirements and opportunities to improve it. Likewise, the maps, tools and sessions developed, generated relevant knowledge on the topics of service design and innovation in the health sector. The research allowed to establish that the points of contact are the key in the generation of experiential innovations, considering that each problem identified is an opportunity to innovate envisioning a desired future. According to the results, clinical organizations that are immersed in the complexity of the health system, can find a viable alternative to manage innovation processes in the design of services through the use of tools and methods that involve people of all the organizational levels strengthening the value network in the service to the patient and his family. Co-creation service design design thinking Journal article 2462-8115 1794-7111 2021-01-01T00:00:00Z 2020-01-01 https://revistasojs.ucaldas.edu.co/index.php/kepes/article/download/4298/3952 https://doi.org/10.17151/kepes.2021.18.23.2 2021-01-01T00:00:00Z 48 15 10.17151/kepes.2021.18.23.2 |
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UNIVERSIDAD DE CALDAS |
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Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño |
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Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño Gómez Caballero, Rosa Milena innovación en salud pensamiento de diseño diseño de servicios co-creación health innovation Co-creation service design design thinking |
| title_short |
Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño |
| title_full |
Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño |
| title_fullStr |
Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño |
| title_full_unstemmed |
Innovación en Servicios de Salud usando herramientas de Pensamiento de Diseño |
| title_sort |
innovación en servicios de salud usando herramientas de pensamiento de diseño |
| title_eng |
Healthcare Service Innovation using Design Thinking tools |
| description |
En la actualidad, la implementación de estrategias para innovación en servicios en salud ha sido abordada por organizaciones clínicas con enfoque en pensamiento de diseño. Este enfoque metodológico ha facilitado la definición de modelos de integración de tecnologías viables articulados con modelos de negocio factibles para resolver necesidades de las personas involucradas en la red de valor, mejorando la experiencia del paciente de manera significativa. El principal propósito de esta investigación consistió en diseñar el servicio de ortopedia y traumatología del Hospital Universitario deSantander ESE-HUS, fundamentado desde la visión de pensamiento de diseño. Desde esta perspectiva, el proyecto se estructuró en cuatro etapas: descubrir, definir, desarrollar y entregar. Se realizó la contextualización mediante revisión de la literatura e inmersión en contexto. Mediante técnicas de investigación en diseño y con un enfoque cualitativo desde lo etnográfico, se hizo un análisis a profundidad sobre los intereses de actores clave. Para la creación de valor en la experiencia del paciente se identificaron los actores involucrados para co-crear el concepto del servicio y definir los requerimientos y oportunidades para mejorarlo. Así mismo, los mapas, herramientas y sesiones desarrolladas generaron conocimiento relevante en los tópicos del diseño de servicios y la innovación en el sector salud. La investigación permitió establecer que los puntos de contacto son la clave en la generación de innovaciones experienciales, considerando que cada problema identificado es una oportunidad para innovar visionando un futuro deseado. De acuerdo con los resultados, las organizaciones clínicas quienes están inmersas en la complejidad del sistema de salud, pueden encontrar en el diseño de servicios una alternativa viable para gestionar los procesos de innovación mediante el uso e herramientas y métodos que involucran a las personas de todos los niveles organizativos fortaleciendo la red de valor en el servicio al paciente y a su familia.
|
| description_eng |
Currently, the implementation of strategies for innovation in health services has been addressed by clinical organizations with a focus on design thinking. This methodological approach has facilitated the definition of viable technology integration models articulated with feasible business models to solve the needs of the people involved in the value network, significantly improving the patient experience. The main purpose of this research was todesign the Orthopedics and Traumatology Service of the Hospital Universitario de Santander ESE-HUS based on the vision of design thinking. From this perspective, the project was structured in four stages: discover, define, develop and deliver. Contextualization was carried out by reviewing the literature and immersing in context. Using research techniques in design and with a qualitative approach from the ethnographic point of view, an in-depth analysis was made of the interests of key actors. For the creation of value in the patient experience, the actors involved were identified to co-create the concept of the service and define the requirements and opportunities to improve it. Likewise, the maps, tools and sessions developed, generated relevant knowledge on the topics of service design and innovation in the health sector. The research allowed to establish that the points of contact are the key in the generation of experiential innovations, considering that each problem identified is an opportunity to innovate envisioning a desired future. According to the results, clinical organizations that are immersed in the complexity of the health system, can find a viable alternative to manage innovation processes in the design of services through the use of tools and methods that involve people of all the organizational levels strengthening the value network in the service to the patient and his family.
|
| author |
Gómez Caballero, Rosa Milena |
| author_facet |
Gómez Caballero, Rosa Milena |
| topicspa_str_mv |
innovación en salud pensamiento de diseño diseño de servicios co-creación |
| topic |
innovación en salud pensamiento de diseño diseño de servicios co-creación health innovation Co-creation service design design thinking |
| topic_facet |
innovación en salud pensamiento de diseño diseño de servicios co-creación health innovation Co-creation service design design thinking |
| citationvolume |
18 |
| citationissue |
23 |
| citationedition |
Núm. 23 , Año 2021 : Enero - Junio |
| publisher |
Universidad de Caldas |
| ispartofjournal |
Kepes |
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https://revistasojs.ucaldas.edu.co/index.php/kepes/article/view/4298 |
| language |
Español |
| format |
Article |
| rights |
http://purl.org/coar/access_right/c_abf2 info:eu-repo/semantics/openAccess https://creativecommons.org/licenses/by-nc-sa/4.0/ |
| references |
Lillis, B., Szwejczewski, M., & Goffin, K. (2015). The development of innovation capability in services: research propositions and management implications. Operations Management Research, 8(1–2), 48–68. https://doi.org/10.1007/s12063-015-0099-z Orszag, P. & Rekhi, R. (2020). The Economic case for vertical integration in health care. NEJM Catalyst Innovations in Care Delivery, 1(3). https://doi.org/10.1056/CAT.20.0119 Moritz, S. (2005). Service Design practical access to an evolving field. https://issuu.com/st_moritz/docs/pa2servicedesign/4 Meyer, S., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: The missing link in service design research? Journal of Operations Management, 20(2), 121–134. https://doi.org/10.1016/S0272-6963(01)00090-0 Mazera, L., & Salinas, J. (2018). Bot of health care: desarrollo de la aplicación móvil “Kiga” para la enfermedad renal crónica en Brasil. La investigación cualitativa en la comunicación y sociedad digital: nuevos retos y oportunidades (pp.25-35). Ediciones Egregius. https://www.researchgate.net/publication/325006665_Bot_of_health_care_desarrollo_de_la_aplicacion_movil_Kiga_para_la_enfermedad_renal_cronica_en_Brasil_Bot_of_health_care_development_of_the_mobile_application_Kiga_for_chronic_kidney_disease_in_Brazil Mayo Clinic Center of Innovation. (2018). Transforming the experience and delivery of health and health care. http://centerforinnovation.mayo.edu/what-we-do/ March, J. C., Prieto, M. A., Hernán, M., & Solas, O. (1999). Técnicas cualitativas para la investigación en salud pública y gestión de servicios de salud: algo más que otro tipo de técnicas. Gaceta Sanitaria, 13(4), 312–319. https://doi.org/10.1016/S0213-9111(99)71373-7 Loeffler, E., Taylor-Gooby, D., Bovaird, T., Hine-Hughes, F., & Wilkes, L. (2012). Making Health and Social Care Personal and Local: Moving from mass production to co-production. Governance International. https://www.govint.org/fileadmin/user_upload/publications/2012_Pamphlet/Coproduction_in_health_and_social_care.pdf Junginger, S. (2008). Product development as a vehicle for organizational change. Design Issues, 24(1), 26–35. https://adk.elsevierpure.com/en/publications/product-development-as-a-vehicle-for-organizational-change Politecnico di Milano. (2017). Service design tools. http://www.servicedesigntools.org/tools/36 Jones, P. (2013). Design for care: Innovating healthcare experience. Rosenfeld Media. https://www.researchgate.net/publication/259496779_Design_for_Care_Innovating_Healthcare_Experience Goffin, K. & Mitchell, R. (2010). Innovations Management. Red Globe Press. Greenhalgh, T., Robert, G., Macfarlane, F., Bate, P., & Kyriakidou, O. (2004). Diffusion of innovations in service organizations: systematic review and recommendations. Milbank Q, 82(4), 581–629. https://doi.org/10.1111/j.0887-378X.2004.00325.x Forlizzi, J. & Zimmerman, J. (2013, August). Promoting service design as a core practice in interaction design. In Proceedings of the 5th International Congress of International Association of Societies of Design ResearchIASDR (Vol. 13). http://design-cu.jp/iasdr2013/papers/1202-1b.pdf Donofrio, N. (2010). Exact Change. Research-Technology Management, 53(6), 12–17. https://doi.org/10.1080/08956308.2010.11657657 Duncan, A. K. & Breslin, M. a. (2009). Innovating health care delivery: the design of health services. Journal of Business Strategy, 30(2/3), 13–20. https://doi.org/10.1108/02756660910942427 Dubberly, H. & Evenson, S. (2010). Designing for service: Creating an experience advantage. In W. Karwowsky (ed.). Introduction to service engineering (pp.403-413). http://dx.doi.org/10.1002/9780470569627.ch19 Plataforma de Innovación en Tecnologías Médicas y Sanitarias. (2016). Guía de buenas prácticas en gestión de la innovación. www.itemas.org Porter, M. (2010). What Is Value in Health Care? The New England Journal Of Medicine, 363(26), 2477–2481. https://www.nejm.org/doi/full/10.1056/nejmc1101108 DANE (2015). Encuesta de desarrollo e innovación tecnológica. https://www.dane.gov.co/index.php/estadisticas-por-tema/tecnologia-e-innovacion/encuesta-de-desarrollo-e-innovacion-tecnologica-edit Zimmerman, J., Forlizzi, J., & Evenson, S. (2007). Research Through Design as a Method for Interaction Design Research in HCI design research in HCI. In In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI ’07) (pp. 493–502). New York, NY, USA. https://doi.org/https://doi.org/10.1145/1240624.1240704 Willesen, T. (2018). Applying service design thinking to improve hospital innovation (Thesis). Aalborg University Copenhagen. https://projekter.aau.dk/projekter/files/288870972/Tania_Willesen_Thesis_2018.pdf Herzlinger R. E. (2007). Who Killed Healthcare?. Medscape General Medicine, 9(3), 50. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2100125/ Stickdorn, M. & Schneider, J. (2012). This is Service Design Thinking. Tschimmel, K. (2012). Design Thinking as an effective Toolkit for Innovation. In XXIII ISPIM Conference: Action for Innovation (pp. 1–20). https://www.researchgate.net/publication/236135862_Design_Thinking_as_an_effective_Toolkit_for_Innovation Steinbeck, R. (2011). El “design thinking” como estrategia de creatividad en la distancia. Comunicar, 19(37), 27-35. https://doi.org/10.3916/C37-2011-02-02 Solfa, F. D. G., Amendolaggine, G., & Wall, T. A. A. (2018). Nuevos paradigmas para el diseño de productos. Design Thinking, Service Design y experiencia de usuario. Arte E Investigación, (14), 12. https://doi.org/10.24215/24691488e012 Smith, A. M., & Fischbacher, M. (2000). Stakeholder involvement in the new service design process. 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