Hospital Volunteer Management Process Digitalization Through Service Design: Design Decision and Implementation

In the context of healthcare, volunteers play an important role in improving the patient's experience and lowering the operational cost. However, the process which facilitate their management is reported to be problematic. In this research, we have explored the process and analyzed the problems of the current process. We attempted to solve these problems through a process digitalization and implementing a new IT system by using service design methodology. The system was tested for a duration of 2 month during the COVID-19 outbreak in Thailand. SUS and an in-depth interview was conducted in order to gauge the usability and the effectiveness the system. Results show that the digitization process was a success. Furthermore, the research made an impact in Thailand's fight against COVID-19.