医疗问诊服务设计研究

RESEARCH OF SERVICE DESIGN METHOD IN MEDICAL CONSULTATION

论述使用服务设计思维和方法介入问诊过程可行性与必要性,运用服务设计思维对医疗问诊过程进行思考,优化医疗问诊各个环节的服务体验。运用服务设计的方法分析医疗问诊系统中的利益相关者,并通过对其研究,聚焦于医生和患者两大利益相关者,分别构筑出他们的用户旅程图,并通过旅程图分析其内在的诉求,找出医疗问诊过程中的痛点与不足。分别对于相应阶段所遇到的问题提出三大策略,并产出解决软件。通过使用服务设计理论方法在医疗问诊系统中寻找到的新的机会点,并将问诊的全过程拆解为问诊前、问诊中、问诊后三个阶段,分别对应提出策略,优化问诊流程。

Discusses the use of service design thinking and methods in interrogation process feasibility and necessity of using the service design thinking to medical interrogation process thinking,optimize the service experience in all aspects of medical consultation.The method of service design is used to analyze the stakeholders in the medical consultation system,and by studying them,focusing on the stakeholders of doctors and patients,their user journey maps are constructed respectively,and their internal appeals are analyzed through the journey maps to find out the pain points and deficiencies in the process of medical consultation.Propose three strategies for the problems in corresponding stages and produce the solution software.Through the use of service design theory to find new opportunities in the medical inquiry system,and the whole process of inquiry is broken into three stages:before,during and after the inquiry,and corresponding strategies are proposed to optimize the process of inquiry.