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Bringing the user experience to health care. Concepts: A quiet revolution in design. So what's different? The intellectual roots of experience design. Methods: Becoming a disciple of experience. Using stories and storytelling to reveal the users'-eye view of the landscape. Patterns-based design: the concept of 'design principles'. Experience-based design: tools for diagnosis and intervention. Practices: The 'how of experience-based design: a case study for practitioners. Evaluating patient experience and experience-based design (and a brief word about patient satisfaction surveys ...). Future directions for experience-based design and user-centred improvement and innovation.
Respectively Professor in Health Service Management, Royal Free and University College Medical School, University College London; Principal Research Fellow, Royal Free and University College Medical School, University College London
'I would recommend this section to anyone involved in qualitative research or studying at postgraduate level.' RACHEL MATTHEWS, SENIOR NURSE USER INVOLVEMENT, ROYAL BROMPTON AND HAREFIELD NHS TRUST, JOURNAL OF PERIOPERATIVE PRACTICE