医疗机构公共饮水机服务体验设计策略研究

Service Experience Design Strategy of Public Drinking Fountains in Medical Institution

目的基于服务体验设计理念,研究医疗机构公共饮水机服务体验,提出改进策略。方法首先,进行实地调研,梳理医疗机构饮水服务体验现状并分析服务触点。其次进行用户心理及行为层面分析,根据饮水服务体验特性在SERVQUAL量表原有五个维度基础上增加有用性和整体性两个维度。再次,用李克特量表五点打分的方式进行“重要性-满意度”测量,通过数据可视化分析的方法得出需改进维度和高频痛点,运用服务设计的方法工具展开对于用户饮水体验全流程的思考分析。最后,以提升用户使用体验为目标对医疗机构公共饮水服务体系展开服务体验设计。结论根据分析结果提出加强饮水机共情性,饮水空间的响应性,系统的安全性三个方面的服务体验设计策略,为多种使用环境下的公共饮水问题研究提供参考。

Based on the concept of service and user experience design,the paper intends to study the service and user experience of public water dispensers in medical institutions and propose strategies for improvement in water dispensers.First,through the field research,sort out the current situation of the water-serving service and user experience in medical institutions and analyze service touchpoints.Second,based on the analysis of user psychological and behavioral,two dimensions of usefulness and integrity are added to the original five dimensions of the SERVQUAL scale according to the characteristics of the water-drinking service experience.Next,The five-point Likert scale is used to measure the"importance-satisfaction".Through the method of data visualization analysis,the dimensions that need to be improved and the high-frequency pain points are obtained.Using the method and tool of service design,the whole process of user water-serving experience is analyzed.Finally,aiming at improving the user experience,the service and user experience design of the public water service system of medical institutions is carried out.Based on analysis results,three service experience design strategies are put forward to strengthen the empathy of water dispensers,the responsiveness of space,and the safety of the system,providing references for the study of public water-serving problems in multiple service environments.