Unlocking service flow—fast and frugal digital healthcare design

John Knight*, Elliot Ross, Chris Gibbons, Tom McEwan

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review

1 Citation (Scopus)


This paper reports on the discovery phase of an e-consultation project that aimed to deliver a technology-enabled service for consultations between healthcare professionals and patients 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 contextualised into a Flow Methodology for agile service design, delivery and operations.

Original languageEnglish
Title of host publicationIntelligent Systems Reference Library
Number of pages17
Publication statusPublished - 21 Nov 2019
MoE publication typeA3 Part of a book or another research book

Publication series

NameIntelligent Systems Reference Library
ISSN (Print)1868-4394
ISSN (Electronic)1868-4408


  • Agile
  • Healthcare
  • Service design
  • User-centred design


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