基于Kano模型的社区高血压移动医疗服务需求研究

Mobile Medical Service Requirement of Community Hypertension Based on Kano Model

目的基于Kano模型分析技术挖掘高血压患者和社区医生需求并构建新型社区高血压服务体系。方法首先,通过深度访谈洞察两类用户的服务需求要素,然后用KJ法进行归纳整理。其次,运用Kano模型分析技术对归纳整理后的用户需求重要性进行量化分类,构建患者和医生的服务需求模型。最后,将需求转化,构建相应角色模型和服务体系。结果高血压患者的必备需求主要是每日血压监测和医生评估等,一元需求主要是对医生的反馈和在线挂号预约等,魅力需求则是与医生的远程沟通和自诊引导服务等;社区医生的必备需求主要是血压数据的记录查看等,一元需求主要是按需设置检测报告参数和专家智库辅助评估等,魅力需求则是患者血压异常时的预警功能等。结论患者和医生的需求差异较大,因此一个整合的社区高血压移动医疗O2O服务体系,将是同时提高患者和医生情感体验与满意度的设计切入点。

It aims to figure out requirements of hypertension patients and community doctors based on Kano model analysis technique and construct a new community hypertension service system. Firstly, three kinds of user group＇s service requirements factors are brought into insights through in-depth interview and then are induced through KJ method. Sec- ondly, user requirements are quantitatively categorized in terms of importance through using Kano model analysis tool and then patients and doctors service requirement model are built. Finally, corresponding personas and a comprehensive service framework are proposed. Hypertension patients＇ must-be quality is mainly looking for daily blood pressure moni- toring and doctor＇s evaluation, one-dimension quality for doctors＇ feedback and online registration and appointment, at- tractive quality for remote communication with doctors and self-diagnosis guide service. Community doctors＇ must-be quality is majorly for blood pressure record checking, one-dimension quality for setting parameters of test report and ex- pert-aided evaluation, attractive quality for early warning of abnormal blood pressure. Hypertension patients＇ requirements are pretty different from doctors. So it is very necessary to propose an integrated mobile medical online-to-offline service framework for community hypertension as a design starting point, which can effectively increase both patients and doc- tors＇ emotional experience and satisfaction.