Abstract

This chapter focuses on a service design development project carried out in the Lapland Hospital District. Research was conducted on how to foster more agile, human-centred services using the service design approach. The hospital design process thus had to consider localised challenges and offer specialised healthcare and state-of-the-art management processes that are human-centred and that motivate the hospital staff. This chapter examines two different case studies of development projects related to the Lapland Central Hospital. The first one involved developing management processes for the new hospital using a benchmarking process. The second case study examined the children’s rehabilitation programme in Lapland and used service design tools to visualise the existing healthcare ecosystem surrounding municipalities’ rehabilitation facilities and to tackle local challenges in this programme.