首页|服务设计理念下医疗系统研究——以珠海市中西医结合医院门诊楼为例

服务设计理念下医疗系统研究——以珠海市中西医结合医院门诊楼为例

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以珠海市中西医结合医院为研究对象,探讨在具体服务流程中,不同利益相关方在接触过程中相互关系,以及不同关系影响下的痛点情况.针对痛点展开优化策略的研究.运用半结构性访谈、非参与式直接观察法与追踪式重点观察法,收集关于研究对象服务流程的客观信息,分析复杂的医疗系统服务流程的现状与痛点.整理出医疗空间服务流程的痛点类型,阐述服务系统在不同情境中,利益相关方机会点改良策略,并制订设计策略.提出以信息化服务系统构建与导视系统情感化的设计策略.
RESEARCH ON SATISFACTION OF MEDICAL SPACE GUIDANCE SYSTEM UNDER THE CONCEPT OF SERVICE DESIGN—TAKE ZHUHAI INTEGRATED TRADITIONAL CHINESE AND WESTERN MEDICINE HOSPITAL AS AN EXAMPLE
Taking Zhuhai Integrated Traditional Chinese and Western Medicine Hospital as the research object,to explore the relationship between different stakeholders in the contact process and the pain points under the influence of different relationships in the specific service process.Research on optimization strategies for pain points.Using semi-structured interview,non-participative direct observation and tracking key observation,collect objective information about the service process of the research object,and analyze the current situation and pain points of the complex medical system service process.Sorting out the types of pain points in the medical space service process,elaborating the improvement strategies of stakeholder opportunities in different situations of the service system,and formulating the design strategies.Propose the design strategy of constructing information service system and emotional guidance system.

Service designMedical spaceOutpatient buildingService experiencePromotion of information technologyEmotionalization

吕竞轩、李孟顺

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澳门城市大学创新设计学院

服务设计 医疗空间 门诊楼 服务体验 信息化 情感化

2024

设计
中国工业设计协会

设计

影响因子:0.519
ISSN:1003-0069
年,卷(期):2024.37(7)
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