数字化医疗场景下基于等待的信息设计研究

Waiting-based Information Design in Digital Medical Scenario

医疗场景中等待行为的普遍性、时间的不确定性,是影响患者就医体验的重要因素,数字化医疗服务体系的快速发展,为提供更加即时、高效和个性化的医疗信息服务、提升用户就医等待体验带来了可能性。目的以数字化、信息化医疗服务为技术背景,基于用户等待过程中的信息获取需求,探讨等待服务环节的信息结构要素,以支持患者建立明确的等待预期、改善等待体验,为相关信息设计提供参考。方法根据认知心理学的时间知觉理论,结合医疗候诊场景下的排队特点,将建立明确等待期望转化为时间定位问题,提出基于等待的信息构成要素模型,并通过不同就医阶段场景对不同要素组合的形式有效性和用户满意度进行验证。结果提出基于等待的信息构成模型由时序信息、时距信息、时点信息、时变信息四类信息要素组成,并提出完整的四要素组合设计方案能够同时满足用户不同场景下预判等待时间的信息需求,验证了四要素信息模型的有效性。结论基于医疗等待场景的信息设计要素模型及其组合方案设计研究,能够支持用户建立明确的等待时间预期,并能为其他等待相关场景下的信息设计提供参考框架。

The universality of waiting behavior and the uncertainty of time in medical scenarios are important factors that impact the patient's experience.The rapid development of intelligent healthcare service systems offers possibilities to provide more immediate,efficient,and personalized medical information services,thereby improving the waiting experi-ence of patients.With digital and informationized medical services as the technical foundation,the work aims to explore the elements of the waiting service link's information structure based on users'information acquisition needs during the waiting process,so as to facilitate patients in establishing clear expectations regarding their waiting time and enhance their overall waiting experience,while also providing guidance for relevant information design.Based on the time per-ception theory in cognitive psychology and the queuing characteristics within medical waiting environments,the need to establish clear waiting expectations was transformed into a time positioning problem.Therefore,a waiting-based information component model was proposed,which verified the validity of various element combination forms and user satis-faction through different medical treatment stage scenarios.The model was composed of four information elements of time series information,time interval information,time point information and time varying information,which could si-multaneously meet the information needs of users for waiting time prediction in different scenarios.The effectiveness of the four-element information model was verified by experiments.The information design element model and its combina-tion design based on medical waiting scenario can support users to establish clear waiting time expectation,and provide a reference frame for information design in other waiting scenarios.