Experiences-Based Design for Overcoming Language Barriers in Healthcare Service: A Case Study

Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 10912)


The aim of this study is to address languages barriers and cultural barriers problems through experience-based design (EBD) approach, that may occur in healthcare settings faced by the increasing numbers of foreigners in Taiwan. This study put foreigners at the center in the service of a healthcare system, applied the modified EBD approach to understand their needs and to improve the health check service process for them. The results of this study showed that EBD approach could come out appreciate solutions to solve languages barriers and improve foreigner’s health check service quality. Because of the foreign patient joined the process and co-design to figure out the solution that has potential to reduce their negative feelings.


Experiences-based design Language barriers Cross cultural design 


  1. 1.
    Minister of Education: Taiwan aims to double international student numbers by 2019, 8 Nov 2016
  2. 2.
    Ministry of Labor: Number of foreign domestic workers surged last year, 1 Mar 2017.
  3. 3.
    Meuter, R.F., Gallois, C., Segalowitz, N.S., Ryder, A.G., Hocking, J.: Overcoming language barriers in healthcare: a protocol for investigating safe and effective communication when patients or clinicians use a second language. BMC Health Serv. Res. 15(1), 371 (2015)CrossRefGoogle Scholar
  4. 4.
    Betancourt, J.R., Green, A.R., Carrillo, J.E., Ananeh-Firempong, O.: Defining cultural competence: a practical framework for addressing racial/ethnic disparities in health and health care. Public Health Rep. 118, 293–302 (2016)CrossRefGoogle Scholar
  5. 5.
    Steen, M., Manschot, M., De Koning, N.: Benefits of co-design in service design projects. Int. J. Des. 5(2), 53–60 (2011)Google Scholar
  6. 6.
    Bowen, S., McSeveny, K., Lockley, E., Wolstenholme, D., Cobb, M., Dearden, A.: How was it for you? Experiences of participatory design in the UK health service. CoDesign 9(4), 230–246 (2013)CrossRefGoogle Scholar
  7. 7.
    Bate, P., Robert, G.: Bringing User Experience to Healthcare Improvement: The Concepts. Methods and Practices of Experience-Based Design. Radcliffe, Oxford (2007)Google Scholar
  8. 8.
    Richardson, A.: Using customer journey maps to improve customer experience. Harv. Bus. Rev. 15(1), 2–5 (2010)Google Scholar
  9. 9.
    Stauss, B., Weinlich, B.: Process-oriented measurement of service quality by applying the sequential incident method, Tilburg, The Netherlands (1995)Google Scholar
  10. 10.
    Hamdy, H.: Blueprinting for the assessment of health care professionals. Clin. Teach. 3(3), 175–179 (2006)CrossRefGoogle Scholar
  11. 11.
    Lemon, K.N., Verhoef, P.C.: Understanding customer experience throughout the customer journey. J. Market. 80(6), 69–96 (2016)CrossRefGoogle Scholar
  12. 12.
    Milton, S.K., Johnson, L.W.: Service blueprinting and BPMN: a comparison. Manag. Serv. Qual.: Int. J. 22(6), 606–621 (2012)CrossRefGoogle Scholar

Copyright information

© Springer International Publishing AG, part of Springer Nature 2018

Authors and Affiliations

  1. 1.Department of Industrial DesignMing Chi University of TechnologyNew TaipeiTaiwan

Personalised recommendations