This article investigates the application of design thinking in the digital transformation of healthcare services. The healthcare industry, which directly impacts everyone, often faces life-or-death situations depending on service quality. Our study delves into how design thinking facilitates the digital transformation of healthcare services, leading to significantly improved patient outcomes and healthcare infrastructure compared to traditional methods. This article critically analyses existing literature and reviews case studies conducted by leading consulting firms to derive key insights and analyses on the phenomenon. It provides real anecdotal evidence to bridge the gap between theory and practice, offering a comprehensive understanding of how design thinking can effectively drive digital transformation in healthcare services. The findings reveal that digitization leveraging design thinking must go beyond the obvious and actively engage participants throughout the journey. It underscores the importance of cross-functional teams collaborating from the early stages of the design process. Additionally, the study highlights the value of recognizing all ideas, even those that may initially seem unconventional. Finally, involving end users early on can lead to benefits and outcomes emerging much sooner than anticipated. This research provides valuable insights into the concept of design thinking and its role in fostering digital transformation. It contributes to the literature by delving deeply into the “how” question, offering pragmatic insights that can significantly enhance outcomes. Additionally, the study presents practical examples and case studies that illustrate the effective application of design thinking in real-world healthcare settings.

Digital transformation, design thinking, healthcare services, qualitative research, creativity and innovation

Abbas, S., Kermode, M., Khan, M. D., Denholm, J., Adetunji, H., & Kane, S. (2023). What makes people with chronic illnesses discontinue treatment? A practice theory informed analysis of adherence to treatment among patients with drug-resistant tuberculosis in Pakistan. International Journal of Health Policy and Management, 12, 6576.

Agarwal, R., Gao, G., DesRoches, C., & Jha, A. K. (2010). Research commentary—The digital transformation of healthcare: Current status and the road ahead. Information Systems Research, 21(4), 796–809.

AlSuwaidi, S., & Moonesar, I. A. (2021). UAE resident users’ perceptions of healthcare applications from Dubai health authority: Preliminary insights. Dubai Medical Journal, 4(1).

Asadullah, A., Faik, I., & Kankanhalli, A. (2018). Digital platforms: A review and future directions. 248. https://repository.lboro.ac.uk/articles/conference_contribution/Digital_ platforms_a_review_and_future_directions/24081825

Baidoo-Anu, D., & Ansah, L. O. (2023). Education in the era of generative artificial intelligence (AI): Understanding the potential benefits of ChatGPT in promoting teaching and learning. Journal of Artificial Intelligence Research, 7(1).

Bender-Salazar, R. (2023). Design thinking as an effective method for problem-setting and need finding for entrepreneurial teams addressing wicked problems. Journal of Innovation and Entrepreneurship, 12(1).

Braun, V., & Clarke, V. (2022). Conceptual and design thinking for thematic analysis. Qualitative Psychology, 9(1), 3.

Chan, C. M. L., Teoh, S. Y., Yeow, A., & Pan, G. (2019). Agility in responding to disruptive digital innovation: Case study of an SME. Information Systems Journal, 29(2).

Cross, N. (2023). Design thinking: Understanding how designers think and work. Bloomsbury Publishing.

Davenport, T. H., & Westerman, G. (2018). Why so many high-profile digital transformations fail. Harvard Business Review, 9(4).

Downes, L., & Nunes, P. (2014). Big bang disruption: Strategy in the age of devastating innovation. Penguin.

Dunne, D., & Martin, R. (2006). Design thinking and how it will change management education: An interview and discussion. Academy of Management Learning & Education, 5(4), 512–523.

Iyanna, S., Kaur, P., Ractham, P., Talwar, S., & Islam, A. N. (2022). Digital transformation of healthcare sector. What is impeding adoption and continued usage of technology-driven innovations by end-users? Journal of Business Research, 153, 150–161.

Kokshagina, O. (2021). Managing shifts to value-based healthcare and value digitalization as a multi-level dynamic capability development process. Technological Forecasting and Social Change, 172, 121072.

Kraus, S., Durst, S., Ferreira, J. J., Veiga, P., Kailer, N., & Weinmann, A. (2022). Digital transformation in business and management research: An overview of the current status quo. International Journal of Information Management, 63, 102466.

Lorkowski, J., Maciejowska-Wilcock, I., & Pokorski, M. (2021). Overload of medical documentation: A disincentive for healthcare professionals. Medical Research and Innovation, 1324, 1–10.

Moser, R., Rengarajan, S., & Narayanamurthy, G. (2021). Decision intelligence: Creating a fit between intelligence requirements and intelligence processing capacities. IIM Kozhikode Society & Management Review, 10(2).

Plattner, H., Meinel, C., & Leifer, L. (2012). Design thinking research. Springer.

Rehman, A., Naz, S., & Razzak, I. (2022). Leveraging big data analytics in healthcare enhancement: Trends, challenges and opportunities. Multimedia Systems, 28(4), 1339–1371.

Rösch, N., Tiberius, V., & Kraus, S. (2023). Design thinking for innovation: Context factors, process, and outcomes. European Journal of Innovation Management, 26(7), 160–176.

Stern, C., Lizarondo, L., Carrier, J., Godfrey, C., Rieger, K., Salmond, S., Apostolo, J., Kirkpatrick, P., & Loveday, H. (2020). Methodological guidance for the conduct of mixed methods systematic reviews. JBI Evidence Synthesis, 18(10), 2108–2118.

Sussan, F., Kim, K.-C., Chinta, R. R., & Enriquez, J. L. (2017). Trade-off between creativity and productivity in technology-based SMEs performance: Policy implications in South Korea. Journal of the Asia Pacific Economy, 22(3).

Walsh, M. N., & Rumsfeld, J. S. (2017). Leading the digital transformation of healthcare: The ACC innovation strategy. Journal of the American College of Cardiology, 70(21), 2719–2722.

Wang, Y., Kung, L., & Byrd, T. A. (2018). Big data analytics: Understanding its capabilities and potential benefits for healthcare organizations. Technological Forecasting and Social Change, 126, 3–13.

You, X. (2022). Applying design thinking for business model innovation. Journal of Innovation and Entrepreneurship, 11(1), 59.