基于包容性的适老化服务设计研究

Elderly-oriented Service Design from an Inclusive Perspective

目的基于老龄化社会背景带来的设计方向的思考,将包容性设计的理念和原则融入服务设计中,从包容性的视角出发改进服务设计流程,提升服务设计的包容性,构建更优体验感的适老化医疗服务系统。方法通过文献分析了解适老化服务设计的研究现状、包容性的设计理念和应用于解决老龄问题的优势。运用深度访谈、实地调研等用户研究方法,构建老年慢性病患者的典型用户旅程图,梳理并分类服务痛点。从服务接触点和整个服务流程寻找设计机会点,根据总结的包容性原则对服务接触点进行优化和系统设计,搭建的医疗服务系统通过服务蓝图等工具进行表达。结果提出基于包容性的服务接触点改进原则、适老化服务痛点类型、适老化服务设计流程和针对服务流程的包容性评估方法。结论包容性设计理念的融入能够提升服务设计的包容性,改善老年人的服务体验。具备包容性的适老化服务设计为面向老龄人口的服务设计研究提供了一个切入点,并为适老化的医疗服务流程设计提供了参考。

The work aims to integrate the concepts and principles of inclusive design into the service design based on the design direction of the aging social background and optimize the service design process from the perspective of inclusiveness,to improve the inclusiveness of service design and build an elderly-oriented medical service system with better experience.Through literature analysis,the research status of elderly-oriented service design,the inclusive design concept and its advantages to solve the aging problem were obtained.Through user research methods such as in-depth interviews and field surveys,a typical user journey map of elderly patients with chronic diseases was constructed and service pain points were sorted out and classified.Design opportunities were found out from the service contact points and the entire service process.The service contact points were optimized and designed systematically according to the summarized inclusive principle.The built medical service system was expressed through tools such as service blueprints.The service pain points improvement principles,elderly-oriented service pain points classification and elderly-oriented service design process based on inclusiveness and the inclusive evaluation method for service processes were proposed.The integration of inclusive design concepts can increase the inclusiveness of service design and improve the service experience of the elderly.The inclusive elderly-oriented service design provides an entry point for the service design research of the aging population and reference value for the design of elderly-oriented medical service processes.