Challenges and opportunities for service design[ers] in Vietnam: the Ho Chi Min City’s public healthcare context
Abstract
In the last decade, service design has been promoted globally as an approach to creating efficient and meaningful experiences for customers, users, and citizens. However, in some regions, its practices are incipient. This study listened to design practitioners in Ho Chi Minh City, the largest Vietnamese metropolis, to unveil issues and opportunities for service design in the public sector, mainly healthcare services. The practitioners’ lenses helped to identify various HCMC citizens’ pain points to accessing public [healthcare] organizations. It also describes obstacles professionals face collaborating with government bodies to propose a change via service design. Although the local designers suggested potential approaches to improve the service offering in public and private sectors, they mostly lack opportunities to develop expertise in service design.
Keywords
Service design; Vietnam; public sector; healthcare
DOI
https://doi.org/10.3384/ecp203028
Citation
Bertão, R.,and Dac, T.(2023) Challenges and opportunities for service design[ers] in Vietnam: the Ho Chi Min City’s public healthcare context, in Carla Cipolla, Claudia Mont’Alvão, Larissa Farias, Manuela Quaresma (eds.), ServDes 2023: Entanglements & Flows Conference, Service Encounters and Meanings, 11-14th July 2023, Rio de Janeiro, Brazil. https://doi.org/10.3384/ecp203028
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Challenges and opportunities for service design[ers] in Vietnam: the Ho Chi Min City’s public healthcare context
In the last decade, service design has been promoted globally as an approach to creating efficient and meaningful experiences for customers, users, and citizens. However, in some regions, its practices are incipient. This study listened to design practitioners in Ho Chi Minh City, the largest Vietnamese metropolis, to unveil issues and opportunities for service design in the public sector, mainly healthcare services. The practitioners’ lenses helped to identify various HCMC citizens’ pain points to accessing public [healthcare] organizations. It also describes obstacles professionals face collaborating with government bodies to propose a change via service design. Although the local designers suggested potential approaches to improve the service offering in public and private sectors, they mostly lack opportunities to develop expertise in service design.