The document outlines a framework for designing health services. It begins with pre-discovery to understand problems and create discovery briefs. Then moves to discovery research, building alpha concepts, beta testing, and live launch. It also outlines six key principles for service design: accessibility, agency, confidentiality, continuity, trust, and being welcoming. Finally, it proposes three areas for improvement: better service integration, prevention focus through partnerships, and co-designing with the community.

28. Pre-discovery
Understand
what the
problems are to
create focused
discovery
brief(s)
Discovery
Research to
find out what
people need,
context, current
process
Alpha
Build ideas that
respond to
needs and test
concepts
iteratively
Beta
Public or
closed testing
at scale
preparing for
live launch
Live
Launching fully
and ensuring
performance
review in place
to continuously
improve

53. https://medium.com/@davislevine/service-design-patterns-930203c8d
f37

54. https://medium.com/@davislevine/service-design-patterns-930203c8d
f37

56. http://bradfrost.com/blog/post/atomic-web-design/

63. Be simple to use

93. ‘Principles’. These are high-level values that should
considered in every service, across all journey stages and
delivery channels. We created six of them;
Patterns are overall guidelines for building service
touchpoints. They can be exemplified at multiple stages
across a user journey.
Product features were the most useful. These are
illustrations of how a pattern can be applied to design specific
product features. They are non exhaustive and should not be
viewed as inhibitive, rather a starting point and platform for
further consideration.

94. Accessibility: Users need access to suitable care regardless of
their physical, emotional, or cognitive abilities; their age; or their
immigration status.
Agency: Users need to be able to make informed choices about
the beginning, end, and experience of care.
Confidentiality: Users need to know that they can seek care (or
just information) without anyone else finding out.
Continuity: Users need a steady set of providers, with thoughtful
hand-offs during care, and limited requests to re-tell their story.
Trust: Users need to feel confident that providers are reliable
and able to care for them well.
Welcoming: Users need validation, kindness, encouragement,
and respect from providers.

111. Improvement to service integration
Focus on partnerships for prevention
A platform for co-design with community