Abstract
This study explores how participatory and emotional service design can improve patient experiences and equity. Conducted in a Spanish public hospital, it involved breast and melanoma oncology patients as well as healthcare professionals, highlighting the importance of effective communication during initial consultations to help patients better cope with treatment and engage in self-care. The objective of this study is to analyse how oncology patients’ experiences change, from an emotional perspective, when a co-designed prototype is introduced in initial consultations. A comparative analysis between the initial state and post-redesign process was conducted using the EMPATHS methodology, which identifies patients’ emotional variations through service design-focused role-play sessions. Results indicate improvements in key aspects of the patient experience, information assimilation and uncertainty and stress during the process. By combining emotional design analysis with participatory methods, the study demonstrates how service design can contribute to health equity and patient-centred care.
Keywords
Emotional Design, Experience, Service, Health
DOI
https://doi.org/10.21606/drs.2026.1790
Citation
Sañudo, Y., Aguado-González, L., Medina-Castillo, A., Renedo Illarregi, E., Stiggelbout, A.M., and Sierra-Pérez, J. (2026) How can a participatory process improve the patient experience during oncology consultations? An Emotional Design Approach, in Simeone, L., Gray, C. M., Verhoeven, A., de Götzen, A., Bakırlıoğlu, Y., Zohar, H., Stead, M., and Buwert, P. (eds.), DRS2026: Edinburgh, 8–12 June, Edinburgh, United Kingdom. https://doi.org/10.21606/drs.2026.1790
Creative Commons License
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Included in
How can a participatory process improve the patient experience during oncology consultations? An Emotional Design Approach
This study explores how participatory and emotional service design can improve patient experiences and equity. Conducted in a Spanish public hospital, it involved breast and melanoma oncology patients as well as healthcare professionals, highlighting the importance of effective communication during initial consultations to help patients better cope with treatment and engage in self-care. The objective of this study is to analyse how oncology patients’ experiences change, from an emotional perspective, when a co-designed prototype is introduced in initial consultations. A comparative analysis between the initial state and post-redesign process was conducted using the EMPATHS methodology, which identifies patients’ emotional variations through service design-focused role-play sessions. Results indicate improvements in key aspects of the patient experience, information assimilation and uncertainty and stress during the process. By combining emotional design analysis with participatory methods, the study demonstrates how service design can contribute to health equity and patient-centred care.