Deborah Szebeko, director of Thinkpublic has written an article for the Health Service Journal to talk about the service design in healthcare environments. This article describes in detail how "The design process and methods can help identify what people think about public services."
I think it is really interesting Deborah has highlighted the importance of the processes and methods we use. This ties in with my recent Masters work on research methodology and strategic processes.
Deborah predicts "the understanding of and demand for designed services will grow significantly."