New service design: Case of the remote cardiac monitoring service in Russia and the USA

Abstract

The goal of the study in this thesis is to create a new service design (NSD) process model for equipment-intensive services in start-up businesses and apply to the remote cardiac monitoring service in Russia and the USA. In order to accomplish this goal, it is necessary to conduct a literature review of the NSD topic and analyze existing NSD process models; create an NSD process model; apply the model to the case of the remote cardiac monitoring service in Russia and the USA. Literature review has identified the common NSD stages and has shown that the existing NSD process models are not fully applicable to the equipment-intensive services in start-up businesses. The NSD process model, which includes field determination, concept development, equipment development, service system implementation and business growth stages, was created. The model was applied to the case of the remote cardiac monitoring service in Russia and the USA.