@inbook{c662d6ac515b4362bb23f308544bd5c9,
title = "Unlocking service flow—fast and frugal digital healthcare design",
abstract = "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.",
keywords = "Agile, Healthcare, Service design, User-centred design",
author = "John Knight and Elliot Ross and Chris Gibbons and Tom McEwan",
year = "2019",
month = nov,
day = "21",
doi = "10.1007/978-3-030-26292-1_9",
language = "English",
series = "Intelligent Systems Reference Library",
publisher = "Springer",
pages = "171--187",
booktitle = "Intelligent Systems Reference Library",
address = "Germany",
}