面向均质型社区的零售药店服务设计策略

Research on Service Design Strategy of Retail Pharmacies for Homogeneous Communities

以社区零售药店为依托,从均质型社区居民的角度出发,引入“以患者为中心”的服务设计理念,解决均质型社区居民在慢性病预防和管理的需求问题,为零售医药行业的发展提供参考。对案例地点进行实地考察,分析均质型社区零售药店现有服务中的痛点,访谈均质型社区居民,获得典型的用户画像,结合服务系统设计的相关理论进行需求分析,最后产出面向均质型社区的零售药店服务系统设计策略和设计实践。老龄化和底层化是均质型社区的典型特征,慢性病患病率高于其他社区,因此预防和监测慢性病在均质型社区中有更大的需求。利用社区零售药店邻近、快捷、便利的特点,更好地接管社区居民的健康服务。

Relying on community retail pharmacies,from the perspective of homogeneous community residents,this paper introducing the"patient-centered"service design concept,solving the needs of homogeneous community residents in the prevention and management of chronic diseases,and contributing to the development of the retail pharmaceutical industry for reference.Location for the case of on-the-spot investigation and analyze the existing service type homogeneous community retail pharmacies in pain points,interview type homogeneous community residents,for which get a typical user,moreover,analyzes the relevant theory of service system design requirements analysis,the final output for homogeneous type of retail pharmacies in the community services system design strategy and design practice.Aging and degrading are typical characteristics of homogeneous communities.The prevalence of chronic diseases is higher than that of other communities.Therefore,the prevention and monitoring of chronic diseases has greater demand in homogeneous communities.Take advantage of the nearby,fast and convenient features of community retail pharmacies to better take over the health services of community residents.