Evaluation as Learning

WHAT IS THE CHALLENGE

Explain and demonstrate the “soft and intangible” holistic value of human-centered design in organizations

THERE IS AN OPPORTUNITY TO

• Address the holistic value of human-centered design (Elsbach & Stigliani, 2018).
• Use evaluation as "an expression of judgment that enables a critical process of learning and change" (Foglieni, 2018, p. 72).
• Evidence the impact of human-centered design in healthcare (Molloy, 2018).

LEARNINGS

• It is considered hard to evaluate such intangible value.
• Evaluation as an experiential learning process encourages reflection and other ways of evidencing the holistic value.
• When experiential learning is embraced by the organizational culture people are enthusiastic about new learnings.

OUTCOME

A reference guide to self-assess and consider how best to evaluate and communicate the value of human-centered design.

ABSTRACT

Human-centered design is driving growth and transforming the way organizations work. To continue to build its significance and worth, it is essential to understand and share evidence of its value beyond the economic. The purpose of this study is to understand and demonstrate the holistic value of human-centered design through evaluation as experiential learning when co-created. A mono-method qualitative case study on healthcare services was conducted regarding design teams/labs in hospital services with a data collection of fifteen semi-structured interviews which were analyzed through coding utilizing the software NVIVO for thematic analysis. Through literature and empirical evidence, the study highlights that the sense of evaluation as a learning experience and its co-creation needs to be embedded in the organizational culture.

HIGHLIGHTS

RESEARCH QUESTION

How can we better understand, develop, and implement a co-created evaluation of human-centered design in hospital services?

RESEARCH SUB-QUESTIONS

1. How is human-centered design implemented, and measured in healthcare services?
2. How does the evaluation of human-centered design impact healthcare services?
3. How can co-creation be implemented in evaluating human-centered design?

RESEARCH AREAS

RESEARCH APPROACH

DATA COLLECTION

DATA ANALYSIS

FINDINGS

• An intentional mindset of continual learning is needed.
• Evaluation is considered an unpleasant experience as it expresses judgment.
• To build the case that human-centered design is valuable, use evidence as a combination of factors.

OUTCOME

WHAT

A reference guide with findings from the research and suggested activities for self-reflection and discussion.

HOW

Divided into three sections: mindset, evaluating, and sharing.

WHY

To create awareness, self-assessment, and reflection of evaluation as an intentional step in the process and a learning experience.

FOR WHO

For design leaders in hospital services to get informed and inspired on how to approach evaluation with their teams.

WHEN

They co-create, discuss, and plan their evaluation process intending to demonstrate the value of their human-centered design work beyond the economic value.

FURTHER RESEARCH OPPORTUNITIES

• Convey to leadership level holistic measurements human-centered design.
• Articulate to clients the reflections and demonstration of value.
• Explore other industries.
• Develop a more practical guide with a more in-depth exploration of developing measurements and conceptualizing.