基于Kano模型的医院自助服务终端产品设计研究

RESEARCH OF HOSPITAL SELF-SERVICE TERMINAL PRODUCTS DESIGN BASED ON KANO MODEL

针对当前医院自助服务终端用户体验差、承载信息过多、交互操作不便等现状,运用Kano模型挖掘用户深层次需求,探索更加合理化、人性化的自助服务模式。通过实地调研、用户访谈和问卷调研,结合Kano模型分析方法对用户需求进行分析,构建出用户对医院自助服务终端的需求类型表。分析得出关于医院自助服务终端的必备型需求、期望型需求、魅力型需求和无差异需求,并根据Better-Worse数据模型求出各项需求的满意度系数,为医院自助服务终端产品进行设计。

Aiming at the current situation of poor experience,too much information and inconvenient interactive operation of self-service terminal users in hospitals,Kano model is used to mine the deep needs of users and explore a more reasonable and humanized self-service mode.Through field research,user interviews and questionnaire survey,combined with Kano model analysis method to analyze the user needs,build a user demand type table for hospital self-service terminal.Through the analysis,we get the essential demand,expectation demand,charm demand and no difference demand of the hospital self-service terminal.According to the better worse data model,we get the satisfaction coefficient of each demand,and design the hospital self-service terminal products.