Exploring Cards for Patterns to Support Pattern Language Comprehension and Application in Service Design

Abstract

Service Design is a complex activity that requires collaboration among multiple stakeholders. Research indicates that pattern language can help multidisciplinary team overcome the service design complexity. This success hinges critically on comprehension and use of pattern language by the multidisciplinary team. Literature shows that the research focus has been use of pattern language, not the means required for comprehending pattern language. To address this need, we explored the use of pattern cards as a tool to support the comprehension of pattern language. In this paper, we share experiences of using pattern cards in studies conducted to understand the complex field of rural healthcare services. The participants of different domains used the cards for easy reference while designing service interventions. Analysis showed that pattern cards facilitated the team to comprehend patterns easily and helped in externalizing thoughts when used with experience journey map. It enabled discussions among the team keeping pace of the design process.