Simulation in service design

Maria Kapsali

Tim Bolt (University of Southampton)

Steffen Bayer

Sally Brailsford (University of Southampton)

Model

Partners

Innovation

Studies

Centre

Knowledge Roles

Epistemic Object

(create new insights)

Technical Object

(codify expert

knowledge)

Fu

ncti

on

al R

ole

s Boundary Object

(communicate & share

ideas among

participants)

Collectively learn about

system

Formalise collective

understanding

Representative Object

(create realistic

representation)

Explore & learn about

real system

Codify & represent

behaviour of real

system

Funders

Initiation-definition phase

Development-exploration phase

Solidification -codification phase

Did you know .....?

..... That simulation is a

boundary object

between different

communities of

professionals within

healthcare service

projects?

What does it do exactly .....?

Case studies: 3 consultancy projects using system dynamics or

discrete event simulation with healthcare clients

Data collection: observations and stakeholder interviews

Research question

• Which role(s) does the model take during this process?

Project APhase 1: Boundary & Epistemic object roles Phase 2: Representative & Epistemic object roles Phase 3: Representative & Technical object roles

Project B

Phase 1: Technical object roles (Boundary & Representative)

Phase 2: Technical object roles (Boundary & Representative)

Phase 3: Representative & Technical object roles

..... The simulation can help communicate

complex knowledge and ideas, learn,

experiment, make visualizations of new

ideas, test them and predict therefore

being a tool for cooperation

In different phases of the project it takes a different combination of these functions