This document summarizes a service design project to redesign public health checkup reports in Korea. It describes the problems with the previous reports, including low rates of disease discovery and follow up. It then details the service design process used, including discovery, definition, development and delivery phases. Key activities like stakeholder interviews and prototyping are mentioned. The new design focused on trust, healthy habits and communication. Features included customized information flow, participation tools and before/after comparisons. Surveys found 93-94% of people better understood their health and planned to change habits due to the new report.

1. Cases on Service Design
Approaches for Healthcare:
Method and Principle
Miso Kim | Ph.D Candidate | Carnegie Mellon University
1st International Conference on Human Side of Service Engineering

2. Service Design in Korea
2008 The Age of Service Design Book by Pyo, Choi, and Lee
International Service Innovation Design Conference Dongseo University
2009 Service Design International Seminar Sung Kyun Kwan University
2009 Design DB+ Service Design Online Community Seongwon Yoon, KIDP
2010 Service Design Forum KIDP, MKE, Team Interface, Cyphics, Crevate
2011 DesignDIVE Workshop Service Design Council, DOMC, KIDP
2012 Service Design Network Korea Conference SDN, Service Design Council
2011~2012 Diverse conferences, lectures, courses, and projects ongoing
Miso
Kim
|
Ph.D
Candidate
|
Carnegie
Mellon
School
of
Design
|
1st
Interna;onal
Conference
on
Human
Side
of
Service
Engineering

3. Public General Health
Checkup Report

4. High blood pressure Early discovery of disease
Death rate
Problem
Examinees 5.7%
8.15%
Examinees 2.34%
6.38%
38.5%
Total number of
Examinees
(8,113,556)
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

5. Problem
$600 million
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

6. Process
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

7. Process
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

8. Process: Discover
Contextual Service safaris Desk research Stakeholder
interview mapping
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

9. Process: Define
Opportunity Mind map Extracting
web key issues
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

10. Process: Develop
Ideation Concept Scenario Prototyping
workshop envisioning & testing
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

11. Process: Deliver
Storyboard Implementation Business model Documentation
and coding canvas
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

12. Problem
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

13. Problem
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

14. Service Concept
Trust
Healthy habit
Communication
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

15. Redesign: Trust
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

16. What’s the problem? How bad is it? What shall I do?
Redesign: Communication
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

17. Redesign: Communication
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

18. Redesign: Healthy habit
Information flow
Customization
Promoting participation
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

19. Redesign: Healthy habit
Information flow: overview
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

20. Redesign: Healthy habit
Information flow: history
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

21. Redesign: Healthy habit
Information flow: concrete data
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

22. Redesign: Healthy habit
Information flow: warning
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

23. Redesign: Healthy habit
Information flow: suggestions
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

24. Redesign: Healthy habit
Customization
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

25. Redesign: Healthy habit
Customization
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

26. Redesign: Healthy habit
Customization
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

27. Redesign: Healthy habit
Promoting participation
• Emergency carry-on card • Habit management card
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

28. Redesign: Healthy habit
Promoting participation
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

29. Redesign: Healthy habit
Promoting participation
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

30. Redesign: Before and after
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

31. Result
Implemented in Myungji Hospital, as Government Ministry of
Knowledge Economy’s Example Case.
Survey with 2000 participants
• 93% answers the new report helps them to understand their health better
• 94% answers that they plan to change their habit following the direction
• 88% answers they are motivated by the new report motivates to participate
the next public general health checkup
Redesigning
Public
General
Health
Checkup
Report
|
Korean
Government
Ministry
of
Knowledge
Economy
|
Cyphics
|
Myungji
Hospital

32. Yonsei University
Severance Hospital

33. Yonsei University Severance Hospital
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

34. Yonsei University Severance Hospital
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

35. Architecture: Junglim Architecture
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

36. Sign system: Kimhyunsun Design
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

37. Ubiquitous Information System: LG CNS
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

38. Experience
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

39. Experience
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

40. “Severance town”
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

41. Community
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

42. The doctors
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

43. Christian values
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

44. Communicating the philosophy
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

45. Communicating the philosophy
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

46. Communicating the philosophy
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

47. Participating in the philosophy
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

48. Participating in the philosophy
Yonsei
University
Health
System
|
Sinchon
Severance
Hospital
|
Junglim
Architecture
|
Kimhyunsun
Design
|
Gana
Design
|
LG
CNS

49. Thank you 
Questions or comments?
Contact: misokim@cmu.edu
Miso
Kim
|
Ph.D
Candidate
|
Carnegie
Mellon
School
of
Design
|
1st
Interna;onal
Conference
on
Human
Side
of
Service
Engineering