References of "Martens, Carmen"
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See detailThe History and Evolution of Hospital Design Strategies
Martens, Carmen ULiege; Herssens, Jasmien; Delcourt, Cécile ULiege

in The History and Evolution of Hospital Design Strategies (2019, September)

When improving our healthcare system, focus is currently put on physical improvement in space like improved hygiene, innovative devices, improved energy performance, improved ergonomics, ... An often ... [more ▼]

When improving our healthcare system, focus is currently put on physical improvement in space like improved hygiene, innovative devices, improved energy performance, improved ergonomics, ... An often overlooked key parameter is the focus on cognitive experiences of people (e.g. the psychic state of the patient, quality of live/work of staff, welcoming of the family). More research in design and a supportive design strategy is needed to understand the user perspectives within healthcare services to guide architects in their design process. This is where Design for All (EU), Universal Design (USA), or Inclusive Design (UK, AU) comes in. It is a design strategy which no longer considers the disabilities of the users but instead focuses on enabling and disabling conditions of the environment. However, the domain lacks design methods and parameters to link user experiences with the design principles. This study hypothesizes that many architectural design strategies for healthcare environments have a medical objective but neglect a Design for All-strategy with attention for abilities, emotions and experiences. A literature review is undertaken, and international hospitals are analysed by means of case study reviews and plan annotations. By exploring the historical evolution of hospital design, the paper attempts to identify the determinants which have shaped previous hospital design strategies. The evolution of hospital design is structured into different time frames which mark distinct directions in hospital design. Within each time frame, the role of the hospital as an institution, the design strategies, and the theory which supported design strategies are analysed. Design develops from needs, and the changing needs mark the evolution of the hospital facility. This reshaping of the hospital design may provide opportunities for generating new design conceptualizations. Consequently, insights may inspire the design community from a medical problem-solving design strategy towards a more socio-cultural design strategy. [less ▲]

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See detailDesign Supporting a‘Customer-Perceived Intimacy-Strategy in Healthcare Services
Martens, Carmen ULiege; Delcourt, Cécile ULiege; Herssens, Jasmien

in ICED2019: Responsible Design for Our Future (2019, July)

Given that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated ... [more ▼]

Given that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated on how to merge the disciplines of architecture, healthcare and management to create healthcare environments to enhance the customer experience and the healing process. The goal of this paper is to explore how design can foster customer-perceived intimacy within a healthcare context to achieve enhanced customer outcomes, such as customer well-being. Understanding the importance of customer-perceived intimacy is paramount, as customers are constantly exposed to intimate situations. The study suggest that there is potential for such situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviors. A literature review is undertaken to highlight the antecedents and the short-term and long-term outcomes of customer-perceived intimacy. As a result, the paper provides a conceptual framework that raises many questions that need to be answered. In doing so, a solid foundation for future inquiry has been laid. [less ▲]

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See detailCustomer-Perceived Intimacy through the Design of Healthscapes
Martens, Carmen ULiege; Delcourt, Cécile ULiege; Herssens, Jasmien

Poster (2019, July)

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See detailExploring the Concept of Customer-Perceived Intimacy in Healthscapes
Martens, Carmen ULiege; Delcourt, Cécile ULiege; Herssens, Jasmien

in Forthcoming (2019, June)

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See detailThe Impact of the Servicescape on Customer Intimacy in Healthcare Services
Martens, Carmen ULiege; Delcourt, Cécile ULiege; Herssens, Jasmien

Conference (2018, June 22)

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See detailThe Impact of the Servicescape on Customer Intimacy in Healthcare Services
Martens, Carmen ULiege; Delcourt, Cécile ULiege; Herssens, Jasmien

Scientific conference (2018, May 30)

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See detailUniversal Design in Healthcare Servicescapes: Uncovering Multisensory Customer Experiences among Visually Impaired Pateints to Enhance Service Convenience and Customer Intimacy.
Martens, Carmen ULiege; Delcourt, Cécile ULiege; Herssens, Jasmien

Scientific conference (2018, March 23)

Healthcare services are subject to huge challenges such as improving user experience while being (economically) sustainable. However, little attention has been dedicated on how to create adequate ... [more ▼]

Healthcare services are subject to huge challenges such as improving user experience while being (economically) sustainable. However, little attention has been dedicated on how to create adequate healthcare servicescapes through an optimal architectural design to enhance service convenience and customer intimacy. Hospitals often lack awareness for architectural experiences and can even create disabling situations: this is especially true for visually impaired patients as servicescapes heavily rely on visual components while those may not be (sufficiently) perceptible to visually impaired patients. After an extended customer journey throughout four hospitals, in-depth interviews with visually impaired patients are conducted to uncover obstacles met by the patients and to identify multisensory qualities that patients would value to enhance the service convenience and customer intimacy. This multidisciplinary research will provide both managers and architects of healthcare facilities with insights on how to best define architectural design methods to improve both service convenience and customer intimacy. [less ▲]

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