基于Kano模型的就诊服务系统设计研究

Design of Medical Service System Based on Kano Model

目的研究基于Kano模型与用户需求分类的就诊服务系统的设计原则与设计路径。方法通过服务蓝图等调研方法获取用户在就诊体验过程中的原始需求,利用Kano模型将原始用户需求进行分类,借助四象限散点模型分析识别需求的重要度与急需度,依据需求优先级实现就诊服务系统设计创新。结果以就诊服务系统设计为例,获得用户在体验过程中的需求原始描述,并对需求重要度进行优先级排序,提出具体的设计策略及原则,从方便预约、就诊时位置导航、建立个人病历系统和服药便利4项用户需求出发,形成一款针对就诊服务系统的APP设计。结论利用Kano模型的用户需求分类及重要度识别方法进行缺口分析,探索出针对就诊服务系统的技术路径和设计原则,为后续相似研究提供一定的方法和参考。

This paper studies the design principle and design path of medical service system based on Kano model and user demand classification.Through the service blueprint and other research methods to obtain the user's original needs in the process of treatment experience,the Kano model is used to classify the original user needs,and the importance and urgency of the demand are analyzed and identified by the four quadrant scatter model,and the design innovation of the medical service system is realized according to the demand priority.Taking the design of the medical service system as an example,the original description of the needs in the process of user experience is obtained,and the importance of the needs is prioritized.The specific design strategies and design principles are proposed.Starting from the four requirements of convenient appointment,location navigation,establishment of personal medical record system and medication convenience,a medical service system app design is formed.Using Kano model of user demand classification and importance identification method for gap analysis,to explore the technical path and design principles for the medical service system,to provide a certain method and reference for the follow-up similar research.