Service Operations: An Integrative Framework for Agile Service Design, Delivery and Operations

John Knight, Chris Gibbons, Elliot Ross

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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This paper reports on the discovery phase of an econsultation project, that aimed to deliver a technology enabled service for consultations between healthcare professionals and patients to occur using digital communication tools. The project involved a mixed methods research phase that supported agile service design work. A number of learnings were derived from the project and these are contextualized into high-level framework for agile service design that starts from a Minimum Viable Service through provision of a Minimum Living Service (MLS) through to a Minimum Sustainable Service.
Original languageEnglish
Title of host publicationDesign4Health
Subtitle of host publicationProceedings of the 5th International Conference on Design4Health
EditorsKirsty Christer, Claire Craig, Dan Wolstenholme
ISBN (Electronic)978-1-84387-421-8
Publication statusPublished - 2018
MoE publication typeA4 Article in a conference publication
EventInternational Conference on Design4Health - Sheffield, United Kingdom
Duration: 4 Sep 20186 Sep 2018
Conference number: 5


ConferenceInternational Conference on Design4Health
Abbreviated titleDesign4Health
CountryUnited Kingdom
Internet address


  • service design
  • agile
  • socio-technical design
  • consultations

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