Smart Service Design for Digital Sports Rehabilitation: A Customer Journey Map Approach in the Hungarian Healthcare Ecosystem
AUTHORS
Andras Simon,Department of Physiotherapy, Faculty of Health Sciences, Semmelweis University, Budapest, Hungary
Zsigmond Gyombolai,Department of Physiotherapy, Faculty of Health Sciences, Semmelweis University, Budapest, Hungary
ABSTRACT
The rapid digital transformation of healthcare systems has created new opportunities for improving rehabilitation services through smart service design and technology integration. However, many rehabilitation systems remain fragmented, leading to limited service efficiency, inconsistent patient experiences, and insufficient long-term engagement. This study proposes a smart service design framework for sports rehabilitation using the Customer Journey Map (CJM) as a core analytical tool. Focusing on Hungary's emerging digital healthcare ecosystem, the research examines how rehabilitation services can be redesigned to enhance user experience, service continuity, and technological integration. The study employs a mixed research approach that combines literature review, service design analysis, and comparative case insights from international rehabilitation practices. Based on this analysis, the rehabilitation service journey is structured into five key stages: initial consultation, health assessment and goal setting, personalized rehabilitation intervention, progress monitoring and feedback, and long-term health management. Each stage is examined in terms of user needs, service touchpoints, stakeholder interactions, and emotional experience throughout the rehabilitation process. The findings highlight the importance of integrating tele-rehabilitation platforms, wearable monitoring devices, digital health records, and multidisciplinary collaboration in creating a smart rehabilitation service ecosystem. Such integration improves patient participation, enables data-driven treatment adjustments, and supports continuous care beyond clinical settings. The proposed framework contributes to the development of user-centered smart healthcare services. It offers practical implications for healthcare institutions, technology developers, and policymakers seeking to modernize rehabilitation systems within digitally enabled health environments.
KEYWORDS
Smart healthcare, Sports rehabilitation, Service design, Customer journey map, Digital health ecosystem, Hungary
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