Articles
DOI DOI: 10.62441/actainnovations.v63i.1132

SERVICE DESIGN PRACTICES TO IMPROVE THE QUALITY OF USER EXPERIENCE IN HEALTH SERVICES: A SYSTEMATIC REVIEW

Mia Mariani1, Asty Samiaty Setiawan 1, Meirina Gartika 1, Sunu Widianto 1
  1. 1 Doctoral Study Programme, Faculty of Dentistry, Universitas Padjadjaran, Indonesia.

Abstract

Healthcare services are undergoing transformation in line with technological advances and increasing community needs, where user experience has become a key factor. Service design practices are considered a strategic approach to improving patient experience through process improvement, interaction, and innovation. This study aims to systematically review service design practices in healthcare, evaluate their contribution to the quality of user experience, and formulate recommendations for the development of patient-oriented services. The method used is a systematic review. Literature searches were conducted on the academic databases Google Scholar, PubMed, and Scopus using a combination of keywords related to service design and user experience. Articles published between 2015 and 2025, available in English, and discussing service design practices in the context of healthcare were selected as inclusion criteria. Methodological quality and risk of bias assessments of primary studies were conducted using Joanna Briggs Institute (JBI) Critical Appraisal Tools, with critical bias identified based on weaknesses in key methodological items. The review results show that service design practices play a crucial role in improving the quality of user experience through a patient-centered, collaborative, and innovative approach. The application of co-design principles, user journey mapping, and digital technology integration has been proven to increase satisfaction, engagement, and service efficiency. The implications of this study confirm that service design can be a key strategy for building a more humane, adaptive, and user-centered healthcare system, both conventional and digital.

How to Cite

Mariani, M., Setiawan , A. S., Gartika , M., & Widianto , S. (2026). SERVICE DESIGN PRACTICES TO IMPROVE THE QUALITY OF USER EXPERIENCE IN HEALTH SERVICES: A SYSTEMATIC REVIEW. ACTA INNOVATIONS, 63, 641–647. https://doi.org/10.62441/actainnovations.v63i.1132
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