Eunji Lee

• Marco-Ruiz, Luis; Bønes, Erlend; de la Asuncion Gonzalez, Estela; Gabarron, Elia; Solis, Juan Carlos Aviles; Lee, Eunji; Traver, Vicente; Sato, Keiichi & Bellika, Johan Gustav (2017). Combining multivariate statistics and the think-aloud protocol to assess Human-Computer Interaction barriers in symptom checkers. Journal of Biomedical Informatics.  ISSN 1532-0464.  74, s 104- 122 . doi: 10.1016/j.jbi.2017.09.002 Full text in Research Archive. Show summary

  Symptom checkers are software tools that allow users to submit a set of symptoms and receive advice related to them in the form of a diagnosis list, health information or triage. The heterogeneity of their potential users and the number of different components in their user interfaces can make testing with end-users unaffordable. We designed and executed a two-phase method to test the respiratory diseases module of the symptom checker Erdusyk. Phase I consisted of an online test with a large sample of users (n = 53). In Phase I, users evaluated the system remotely and completed a questionnaire based on the Technology Acceptance Model. Principal Component Analysis was used to correlate each section of the interface with the questionnaire responses, thus identifying which areas of the user interface presented significant contributions to the technology acceptance. In the second phase, the think-aloud procedure was executed with a small number of samples (n = 15), focusing on the areas with significant contributions to analyze the reasons for such contributions. Our method was used effectively to optimize the testing of symptom checker user interfaces. The method allowed kept the cost of testing at reasonable levels by restricting the use of the think-aloud procedure while still assuring a high amount of coverage. The main barriers detected in Erdusyk were related to problems understanding time repetition patterns, the selection of levels in scales to record intensities, navigation, the quantification of some symptom attributes, and the characteristics of the symptoms.

• Grunloh, Christiane; Hallewell Haslwanter, Jean D; Kane, Bridget; Lee, Eunji; Lind, Thomas; Moll, Jonas; Rexhepi, Hanife & Scandurra, Isabella (2017). Using critical incidents in workshops to inform eHealth design. Lecture Notes in Computer Science.  ISSN 0302-9743.  10513, s 364- 373 . doi: 10.1007/978-3-319-67744-6_24 Full text in Research Archive. Show summary

  Demands for technological solutions to address the variety of problems in healthcare have increased. The design of eHealth is challenging due to e.g. the complexity of the domain and the multitude of stakeholders involved. We describe a workshop method based on Critical Incidents that can be used to reflect on, and critically analyze, different experiences and practices in healthcare. We propose the workshop format, which was used during a conference and found very helpful by the participants to identify possible implications for eHealth design, that can be applied in future projects. This new format shows promise to evaluate eHealth designs, to learn from patients’ real stories and case studies through retrospective meta-analyses, and to inform design through joint reflection of understandings about users’ needs and issues for designers.

• Lee, Eunji (2017). Describing Service Performances: What Are the Challenges?. Advances in Intelligent Systems and Computing.  ISSN 2194-5357.  494, s 269- 274 . doi: 10.1007/978-3-319-41947-3_25 Full text in Research Archive. Show summary

  To enhance operational sustainability of services, service quality is needed to be monitored. Expected and experienced service can be compared to evaluate service quality. Service performances involves a sequence of events with many details; describing performances can therefore be challenging. Several methods and tools supporting description of service performances have been introduced. However, there has been little attention on which methods or tools are used in practice and what are the challenges. We conducted an online-based survey with fifty-four people working in service design and development in Norway. We found that there is a need for standardised and consistent methods that can illustrate different communication channels in service delivery processes and support description of both the details and whole process in an intuitive manner. Having a standardised software tool and the guideline, which support illustration of service delivery processes, will be a possible way to overcome the challenges.

• Lee, Eunji (2017). Identifying Key Components of Services in Healthcare in the context of out-patient in Norway, In Egon L. van den Broek; Ana Fred; Hugo Gamboa & Mario Vaz (ed.),  BIOSTEC 2017 10th International Joint Conference on Biomedical Engineering Systems and Technologies, Porto, Portugal, 21-23 February 2017.  SciTePress.  ISBN 978-989-758-213-4.  Volume 5, HEALTHINF.  s 354 - 361 Full text in Research Archive. Show summary

  This paper discusses components of service in healthcare. Four components of a service (service customer, service worker, service setting and service process) were introduced. Yet these components have not been explored in healthcare cases. We identified the key components through our case study with out-patient histories, involving electronic health record systems. Based on our analysis we propose a set of components to be considered for designing stakeholder-centred services in healthcare. The result of this study might be useful to the health informatics researchers to better understand the service interactions in today’s healthcare in a more analytic and holistic way by taking the service engineering perspective, at the same time to the service engineering or design researchers to have a deeper insight of the services in healthcare and the components to be considered when designing the services.

• Lee, Eunji & Gammon, Barbara Deede (2017). Identifying Personal Goals of Patients with Long Term Condition: A Service Design Thinking Approach. Studies in Health Technology and Informatics.  ISSN 0926-9630.  244, s 93- 97 . doi: 10.3233/978-1-61499-824-2-93
• Lee, Eunji (2016). A Service Design Thinking Approach for Stakeholder-Centred eHealth, In Alexander Hoerbst; Werner O. Hackl; Nicolette de Keizer; Hans-Ulrich Prokosch; Mira Hercigonja-Szekeres & Simon de Lusignan (ed.),  Exploring Complexity in Health: An Interdisciplinary Systems Approach.  IOS Press.  ISBN 978-1-61499-677-4.  artikkel.  s 177 - 181 Full text in Research Archive. Show summary

  Studies have described the opportunities and challenges of applying service design techniques to health services, but empirical evidence on how such techniques can be implemented in the context of eHealth services is still lacking. This paper presents how a service design thinking approach can be applied for specification of an existing and new eHealth service by supporting evaluation of the current service and facilitating suggestions for the future service. We propose Service Journey Modelling Language and Service Journey Cards to engage stakeholders in the design of eHealth services.

• Lee, Eunji (2016). Service Design Challenge: Transitioning From Concept to Implementation, In Nicola Morelli; Amalia de Götzen & Francesco Grani (ed.),  Service Design Geographies. Proceedings of the ServDes2016 Conference.  Linköping University Electronic Press, Linköpings universitet.  ISBN 978-91-7685-738-0.  Article no. 019.  s 228 - 240 Full text in Research Archive. Show summary

  This paper presents the results from a qualitative study that examined how the transitions from service concepts through specification to implementation occur. Twelve people working in service organisations and service design agencies in Norway, were interviewed about their experience and opinions. The interviews were transcribed and analysed using NVivo10, and thematic analysis was applied to confirm the results from NVivo10. We found that there was a big communication gap between service concepts and implementation especially inside the service organisations. To bridge this gap, we propose two solutions: strengthening service design thinking inside the service organisations and having better methods and tools that support rigorous service specification. The results of the study can be useful to service organisations who wish to have deeper insight into the transition process, in addition to service designers and researchers to have a better understanding of the service design and development challenges inside service organisations.

• Chasanidou, Dimitra; Gasparini, Andrea A. & Lee, Eunji (2015). Design Thinking Methods and Tools for Innovation, In Aaron Marcus (ed.),  Design, User Experience, and Usability: Design Discourse : 4th International Conference, DUXU 2015, Held as Part of HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings, Part I.  Springer.  ISBN 978-3-319-20885-5.  Kapittel.  s 12 - 23 Show summary

  Design thinking (DT) is regarded as a system of three overlapping spaces—viability, desirability, and feasibility—where innovation increases when all three perspectives are addressed. Understanding how innovation within teams can be supported by DT methods and tools captivates the interest of business communities. This paper aims to examine how DT methods and tools foster innovation in teams. A case study approach, based on two workshops, examined three DT methods with a software tool. The findings support the use of DT methods and tools as a way of incubating ideas and creating innovative solutions within teams when team collaboration and software limitations are balanced. The paper proposes guidelines for utilizing DT methods and tools in innovation projects.

• Lee, Eunji; Karahasanovic, Amela & Halvorsrud, Ragnhild (2015). A Visual Language for the Modelling of Service Delivery Processes to Support Business Processes Management. International Journal On Advances in Software.  ISSN 1942-2628.  8(3 & 4), s 288- 308 Full text in Research Archive. Show summary

  Business process management aims to align the business processes of an organisation with customers’ needs. Such alignment is of particular importance for services and requires a good understanding of the interactions among the actors involved. Although several process modelling languages and a service design technique called ‘service blueprint’ provide good support for modelling of service delivery processes, the actual execution of service and networked interactions among actors seem to have not been sufficiently considered. To overcome these limitations, we developed the Service Journey Modelling Language. Each version of the language has been evaluated, and the results were used as input for the next version. Results from our case studies show that our language might supplement the management of business processes for services by aligning business processes with customer perspectives and by supporting depiction of the actual service journeys with networked interactions of involved actors using appropriate visual representations.

• Chasanidou, Dimitra; Gasparini, Andrea A. & Lee, Eunji (2014). Design Thinking Methods and Tools for Innovation in Multidisciplinary Teams, In Alma Leora Culén & Asbjørn Følstad (ed.),  Innovation in HCI: what can we learn from design thinking?.  IFI.  ISBN 978-82-7368-407-3.  2.  s 27 - 30
• Halvorsrud, Ragnhild; Lee, Eunji; Haugstveit, Ida Maria & Følstad, Asbjørn (2014). Components of a Visual Language for Service Design, In Daniela Sangiorgi; David Hands & Emma Murphy (ed.),  ServDes.2014 Service Future, Proceedings of the fourth Service Design and Service Innovation Conference, Lancaster University, United Kingdom, 9-11 April 2014.  Linköping University Electronic Press.  ISBN 978-91-7519-280-2.  Artikkel 028.  s 291 - 300 Full text in Research Archive. Show summary

  The increasing interest in service design implies the need for more formal approaches to the analysis, conceptualization, and implementation of services. In particular, this is critical when multiple actors, such as designers, developers, and managers are to apply a service design approach for a customer centric transformation of the organization and its service offerings. In this paper, we present key components of a formal language for the modelling of customer journeys. The language is developed, in particular, to support customer journey analysis and design; its formal character is meant to facilitate an unambiguous communication of a customer journey throughout a service organization, and to bridge the current gap between fuzzy front-end service design and service implementation. Application of the language is illustrated through case studies from a large web-based service provider and a power company.

• Lee, Eunji; Årsand, Eirik; Choi, Yoon-Hee; Østengen, Geir; Sato, Keiichi & Hartvigsen, Gunnar (2014). Prototyping a Diet Self-management System for People with Diabetes with Cultural Adaptable User Interface Design, In Carl Erik Moe & Mariann Fossum (ed.),  Scandinavian Conference on Health Informatics; August 22; 2014; Grimstad; Norway.  Linköping University Electronic Press.  ISBN 978-91-7519-241-3.  Kapittel.  s 91 - 98 Full text in Research Archive.
• Lee, Eunji & Karahasanovic, Amela (2013). Can Business Process Management Benefit from Service Journey Modelling Language?, In Luigi Lavazza; Roy Oberhauser; Adriana Martin; Jameleddine Hassine; Michael Gebhart & Marko Jäntti (ed.),  ICSEA 2013, The Eighth International Conference on Software Engineering Advances, October 27 - November 1, 2013, Venice, Italy.  International Academy, Research and Industry Association (IARIA).  ISBN 978-1-61208-304-9.  Article.  s 579 - 582 Full text in Research Archive. Show summary

  Business process management aims to align the business processes of an organisation with customers' needs. Doing this is of particular importance for services and requires a good understanding of interactions among the stakeholders involved in service provision and consumption. Several business modelling languages have been proposed, such as Business Process Modelling Notation (BPMN), Business Process Executable Language (BPEL) and Web Services Choreography Description Language (WS-CDL). Although these languages provide good support for process modelling, their consideration of the customer’s point of view seems to be insufficient. On the other hand, visualisations of customer journeys for the purpose of conceptualisation of new services have been successfully used in the area of service design. Our hypothesis is that a visual language presenting the customer journey through a service might be useful for aligning business processes of service providers with customers' needs and, in turn, contribute to the delivery of better services. We propose Service Journey Modelling Language (SJML) and report our first experience with it.

• Lee, Eunji; Tatara, Naoe; Årsand, Eirik & Hartvigsen, Gunnar (2011). Review of Mobile Terminal-Based Tools for Diabetes Diet Management. Studies in Health Technology and Informatics.  ISSN 0926-9630.  169, s 23- 27 . doi: 10.3233/978-1-60750-806-9-23 Show summary

  Changing dietary habits is one of the most challenging tasks of diabetes self-management. Mobile terminals are increasingly used as platforms for tools to support diet management and health promotion. We present literature describing mobile terminal-based support tools for management of diabetes focused on diet. We also propose a summary of key success factors for designing such tools and discuss recommendations for future research.

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• Lee, Eunji; Kayser, Lars; Gammon, Barbara Deede & Berntsen, Gro Karine Rosvold (2018). Engaging and empowering citizens with long-term conditions: How to define personal goals and how to support the goal achievement with technology?. Show summary

  1. Background The current logic of the care system divides the person’s health issues into a set of problems to be solved separately in parallel by respective specialists. However, such specialization predisposes the system to behave as if patients are anonymous representatives of a biological condition. This systematic depersonalization is experienced as a deeply offensive, as well as ineffective. The only person who can legitimately make overarching goals which allow all professionals to work towards a common goal across organization and specialization is the person him/herself. However, the development and recording of personal goals have little support in current care-organization and e-health systems. There is little attention on how to systematically identify the patients’ individual needs, values, preferences, and care goals, and how to apply them to treatment decisions and care evaluation. 2. Aims and objectives We first discuss what a systematic identification of patient goals might look like. We then discuss barriers and enablers in relation to the integration of personal goals of patients with LTC into 1) their care plans and 2) possible technologies to support the goal achievement. We apply a service design thinking approach, using service design methods including healthcare journey modelling and participatory scenario design, which can facilitate the discussion and help the participants to vocalize/articulate their thoughts and beliefs. 3. Format We first present an example of a successful application of goal planning among community living older adults in the Netherlands (poster ID 264, 8-10 minutes). We then have a series of short presentations about a typology of personal goals, patient empowerment, service design thinking, and the procedure of the group work (10-12 minutes). During the group work (total 40 minutes), we show a patient journey (clinical pathway) of a citizen with COPD and encourage the participants to discuss 1) barriers and enablers of integrating personal goals into this journey 2) possible technology support for the goal achievement (30 minutes). After the group work, the participants gather again and report the summary of the discussion (10 minutes). 4. Target audience: Healthcare professionals, health service managers, administrators, policymakers, and researchers 5. Learnings/Take away: We expect that the participants gain new insights into the systematic identification of personal goals of people with LTC, as well as the existing barriers and enablers for integrating personal goals in their care plan. Participants will also have innovative ideas about how the goal setting can be facilitated and supported by technology assistance. The obtained ideas can be shared and used for the participants’ own projects and the participants can also take the service design thinking approach demonstrated in the workshop home to involve their local stakeholders in the further patient-centred design of care plans in digital solutions. For example, the ideas can be further discussed with individuals/citizens with LTC to co-create mutual value of digitalized individualized care plans for both caregivers and citizens with LTC.

• Lee, Eunji (2017). Identifying Key Components of Services in Healthcare in the context of out-patient in Norway.
• Lee, Eunji & Gammon, Barbara Deede (2017). Identifying Personal Goals of Patients With Long Term Conditions: A Service Design Thinking Approach.
• Lee, Eunji; Gammon, Barbara Deede; Kayser, Lars & Berntsen, Gro Karine Rosvold (2017). Empowering patients with longterm conditions by supporting development of e-personal goals. Studies in Health Technology and Informatics.  ISSN 0926-9630.  244, s 103- 103 . doi: 10.3233/978-1-61499-824-2-103
• Lee, Eunji (2016). A Service Design Thinking Approach for Stakeholder-Centred eHealth.
• Lee, Eunji (2016). Describing Service Performances: What Are the Challenges?.
• Lee, Eunji (2016). Service Design Challenge: Transitioning from Concept to Implementation.
• Lee, Eunji (2015). Service delivery process analyse for healthcare improvement.
• Lee, Eunji (2015). Service design challenge: Transitioning from concept to implementation.
• Halvorsrud, Ragnhild; Lee, Eunji; Haugstveit, Ida Maria & Følstad, Asbjørn (2014). Components of a Visual Language for Service Design. Show summary

  The increasing interest in service design implies the need for more formal approaches to the analysis, conceptualization, and implementation of services. In particular, this is critical when multiple actors, such as designers, developers, and managers are to apply a service design approach for a customer centric transformation of the organization and its service offerings. In this paper, we present key components of a formal language for the modelling of customer journeys. The language is developed, in particular, to support customer journey analysis and design; its formal character is meant to facilitate an unambiguous communication of a customer journey throughout a service organization, and to bridge the current gap between fuzzy front-end service design and service implementation. Application of the language is illustrated through case studies from a large web-based service provider and a power company.

• Lee, Eunji (2014). Interne meldinger.
• Lee, Eunji (2014). VISUAL - erfaringer fra et case med DIPS.
• Lee, Eunji & Halvorsrud, Ragnhild (2014). Resultater - Analyse av henvisningsprosesser.
• Lee, Eunji; Årsand, Eirik; Choi, Yoon-Hee; Østengen, Geir; Sato, Keiichi & Hartvigsen, Gunnar (2014). Prototyping a Diet Self-management System for People with Diabetes with Cultural Adaptable User Interface Design.
• Halvorsrud, Ragnhild & Lee, Eunji (ed.) (2013). Official web site for the VISUAL project. Show summary

  The main idea of the VISUAL project is to develop a visual language supported by methods and tools for service design. The language will enable specification, implementation and maintenance of new and existing services through a common terminology and extensive use of visualization. This will ease the cross-departmental communication and provide a common language for customer experience.

• Lee, Eunji (2013). Can Business Process Management Benefit from Service Journey Modelling Language?.
• Lee, Eunji (2013). PhD application entitled Visual language for user-centred service design.
• Lee, Eunji (2013). Service design and customer journey mapping.
• Lee, Eunji (2013). Visual language for user-centred service design. Show summary

  Although the high importance of service in today's economy, the de-gree of customers' satisfaction about delivered service can be lower than ex-pected. Improving customers' satisfaction requires understanding of the reason of the distance answering following questions; What cause the distance? Is there any problem in the service process, the process of planning and designing services? We propose a visual language as a mean for improving service design process. The language will be developed and evaluated in collaboration with three industrial partner companies. Case studies will be conducted in iterative manner.

• Lee, Eunji (2013). Visual language,a way of design user-centred Service.
• Lee, Eunji; Hartvigsen, Gunnar; Tatara, Naoe & Årsand, Eirik (2011). SMART CARB - A mobile nutrition self-management application for people with diabetes.
• Lee, Eunji; Tatara, Naoe; Årsand, Eirik & Hartvigsen, Gunnar (2011). Review of Mobile Terminal-Based Tools for Diabetes Diet Management.

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