Telemedicine services in Brazil: using service design to analyze experiences
Abstract
Due to its long regulatory process, telemedicine is an immature service modality in Brazil. With the coronavirus pandemic, users experienced for the first time remote care in the face of quarantine and social isolation. This study analyzes the experience of beginner users in telemedicine services during the period of the COVID-19 pandemic. The analysis was based on the context of service design where people were interviewed and tools such as blueprint, user profile and brainstorming were used in the process. With these tools, the analysis process became agile to identify the complaints and expectations of users by visually understanding the services used. The results highlight touchpoints categories and lessons learned regarding the experience with telemedicine in a fortuitous period. Understanding the experiences of those involved help researchers and service providers design new telemedicine services considering this current practice in Brazil.
Keywords
telemedicine; service design; experience; healthcare
DOI
https://doi.org/10.3384/ecp203081
Citation
Farias, L.,and Cipolla, C.(2023) Telemedicine services in Brazil: using service design to analyze experiences, 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/ecp203081
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Telemedicine services in Brazil: using service design to analyze experiences
Due to its long regulatory process, telemedicine is an immature service modality in Brazil. With the coronavirus pandemic, users experienced for the first time remote care in the face of quarantine and social isolation. This study analyzes the experience of beginner users in telemedicine services during the period of the COVID-19 pandemic. The analysis was based on the context of service design where people were interviewed and tools such as blueprint, user profile and brainstorming were used in the process. With these tools, the analysis process became agile to identify the complaints and expectations of users by visually understanding the services used. The results highlight touchpoints categories and lessons learned regarding the experience with telemedicine in a fortuitous period. Understanding the experiences of those involved help researchers and service providers design new telemedicine services considering this current practice in Brazil.