以用户为本的互联网药品信息服务设计策略

Design Strategy for the User-based Internet Drug Information Service

目的构建互联网背景下以用户为本的药品信息服务设计策略。方法分析当前国内药品信息服务存在的问题以及互联网大数据和智能移动端带来的新机遇,并结合国外服务设计理念介入医疗领域的案例,研究了其给药品信息服务所带来的启示。结论在以用户为本的理念指导下,提出了围绕用户研究中的需求痛点,通过信息可视化手段和服务设计思维来增进用户理解和推动药品信息服务流程中接触点的整合优化,改善在线评价数据收集、分析和应用的有效性的设计策略,从而多维度提升服务体验的价值。

It aims to set up the design strategy for the user-based drug information service under the background of Internet. The existing problems of the current domestic drug information service, as well as the new opportunities brought by the big data and mobile smart terminal of the internet are analyzed. In addition, the foreign cases in which the service design concept involved in the medical fields are taken into consideration, so as to study the enlightenment brought for the drug information service. Under the guidance of the user-based concept, it proposes such design strategies as focus on demands in the user research, and information visualization means as well as the service design thinking is utilized to en- hance user understanding, to promote the integrated optimization of the contact points during the drug information service process, and to improve the collection, analysis and application effectiveness of the online evaluation data. All these will promote the value of service experience from multiple dimensions.