Table 6 Six-phase process of service model design

1

Identification of relevant stakeholders and determining their salience

Short-list of most important stakeholders

All relevant stakeholders for the eHealth service

Stakeholder identification [6] and salience analysis [35]

2

Acquiring in-depth information about main stakeholders

Stakeholder values, needs and their perception of the potential role of the service

The shortlist of most important stakeholders (as identified from phase 1)

Stakeholder value elicitation [36, 37] and concept validation [38]

3

Creating initial service model

Draft version of the service model

The project team (optionally: also include direct stakeholders)

Co-design/co-creation workshop [39, 40]

4

Optimizing the service model

Recommendations to improve the service model

All relevant stakeholders

Storyboards [41], paper prototypes [42]

5

Developing an implementation strategy

Implementation plan

Shortlist of stakeholders

Stakeholder workshop [43]

6

Finalization of service model

Final version of the service model

Project team (optionally: also include direct stakeholders)

Co-design/co-creation workshop [39, 40]