Differences between embedded users and external users in healthcare innovation evaluation

Liv Flindt Mathiesen

Student thesis: Master thesis


In this thesis I explore the importance of getting evaluation in early stage concepts from all users along the psychiatric bed’s value chain. More specifically I investigate what the embedded users’ and external users’ motives and incentives are for evaluating ideas and what factors influence these specific type of users. The thesis findings show that: • External users (patient) are concerned with “soft” needs and values in regards to comfort, user friendliness, a strong wish for maintaining respect, privacy, self control and feeling less institutionalised when hospitalized. In general the external users overestimate their own ideas and are more positive towards the sub components, They are not fixed on conformity and various working procedures like the embedded users. External users are motivated by their (in many cases) chronic illness. By giving them the chance to be understood and accepted in the innovation process, they finally see an opportunity to have more influence in relation to their treatment and recovery. This has an effect on their idealistic evaluation behaviour. • The embedded users apply their professional knowledge when evaluating innovative solutions, concerning safety, care, hygiene, maintenance and service functions. In general they are more reluctant towards areas of their own expertise and more often stick to well-known ways of doing things than the external users. The embedded users are accustomed with present conditions and used to a no-error culture in the healthcare sector. This has an effect on their capability to think-outside-of-the-box when evaluating new ideas.

EducationsMSocSc in Management of Creative Business Processes , (Graduate Programme) Final Thesis
Publication date2013
Number of pages207