A Service Design Thinking Approach for Stakeholder-Centred eHealth Eunji LEE 1 SINTEF, Norway Abstract. Studies have described the opportunities and challenges of applying service design techniques to health services, but empirical evidence on how such techniques can be implemented in the context of eHealth services is still lacking. This paper presents how a service design thinking approach can be applied for specification of an existing and new eHealth service by supporting evaluation of the current service and facilitating suggestions for the future service. We propose Service Journey Modelling Language and Service Journey Cards to engage stakeholders in the design of eHealth services. Keywords. eHealth, stakeholders, service design, service design techniques 1. Introduction eHealth is a healthcare practice supported by electronic processes and communication [1]. Stakeholders in eHealth services play important roles when adopting or integrating new technologies in their work [2, 3], but the design process of eHealth services is characterised by insufficient stakeholders’ engagement [4]. Failure to identify stakeholders and their needs in eHealth projects resulted in customers not being satisfied and required redoing of many parts of the projects [5]. To improve this situation, service design thinking approach can be considered. Service design thinking is an interdisciplinary approach to make services more useful, usable, desirable, efficient, and effective [6]. One of the five core principles of service design thinking is co-creation: all stakeholders must be involved in the service design process [6]. Several studies have revealed the opportunities and challenges of applying service design techniques in health services [7-12] . However, there has been little attention on the application of these techniques in eHealth services. This paper considers the following research question: How can a service design thinking approach be applied in eHealth service design? 2. Methods We conducted a case study in Norway from August to November 2014 to evaluate a message exchange module in an Electronic Health Record (EHR) system and to gather ideas for future improvement. For the design of our case study, we considered four components affecting service experience [13]: (a) service customers, (b) service 1 Corresponding Author: eunji.lee@sintef.no Exploring Complexity in Health: An Interdisciplinary Systems Approach A. Hoerbst et al. (Eds.) © 2016 European Federation for Medical Informatics (EFMI) and IOS Press. This article is published online with Open Access by IOS Press and distributed under the terms of the Creative Commons Attribution Non-Commercial License 4.0 (CC BY-NC 4.0). doi:10.3233/978-1-61499-678-1-177 177