Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009
Bate; P. and Robert G. (2007); Bringing User Experience to Healthcare Improvement. The concepts; methods and practices of experience-based design; Radcliff Publishing; Oxford.
Carroll J. M.; (2000); Making Use. Scenarios-based design of human-computer interactions;The MIT Press; Cambridge
Department of Health (2000) The NHS Plan: a plan for investment; a plan for reform. Available from: http://www.dh.gov.uk/en/Publicationsandstatistics/Publications/PublicationsPolicyand Guidance/DH_4002960
Department of Health (2008a) High Quality Care for All: NHS Next Stage review. Available from: http://www.dh.gov.uk/en/Publicationsandstatistics/Publications/PublicationsPolicyAn dGuidance/DH_085825
Department of Health (2008) Real Involvement. Working with people to improve health
Department of Health (2009). Understanding what matters. A guide to using patient feedback to transform services
Erickson; T. (1996). Design as story-telling. interactions; July/August 1996.
Gorb; P. and Dumas; A.; 1987. Silent design. Design Studies 8; p. 150
Hutton; J. (2005) Speech by Rt Hon John Hutton MP; Minister of State (Health); 1 March 2005: Practice Based Commissioning. Available at: http://www.dh.gov.uk/en/News/Speeches/Speecheslist/DH_4105543
Jegou; F. (forthcoming). Participatory scenario-building at ‚ÄěLa Cit√© du Design‚Äú.In Meroni A. and Sangiorgi D. (Eds.) Design for Services. Gower publishing
Kimbell; L. (2009). The turn to Service Design; in Gulier; J. and Moor; L. (eds.); Design and Creativity: Policy; Management and Practice; Oxford: Berg.
NHS North West (2008) Healthcare and Wellbeing: What Might the Future Hold? Four Scenarios.
Raijmaker; B. (forthcoming); Designing empathic conversations about future user experiences. In Meroni A. and Sangiorgi D. (Eds.) Design for Services. Gower publishing
Wood; J. Curry; N. (2009) PBC two years on ‚Äď Moving Forward and making a difference? Kings Fund Publication; London available from: http://www.kingsfund.org.uk/applications/research/index.rm?filter=publications