服务设计视角下辽宁省在线挂号平台的适老化研究与设计

Research and Design of Online Registration Platform in Liaoning Province from the Perspective of Service Design

数字化社会的大趋势为适老化服务设计带来了方向,从服务设计视角出发搭建更适合老年人的在线预约挂号系统。通过实地调查分析辽宁现行在线挂号平台运行现状,采用问卷、深度访谈等用户研究方法,绘制典型用户画像,构建用户旅程图,梳理并分类服务难点,寻找设计机会点。遵循通用设计原则,优化服务接触点和服务环节,以简化操作流程、减少数字接触点为目标,搭建适用于老年人的在线挂号平台系统。通用设计理念的融入能够弥补数字产品设计中老年人用户体验感缺失的不足,为App设计的适老化改造提供方向。

The megatrend of digital society has brought a direction for aging-friendly service design to build a more suitable online appointment booking system for the elderly from the perspective of service design.Draw typical user profiles,construct user journey maps,sort out and categorize service nodus,and look for design opportunity points through several user research methods after analysis on current online registration platform in Liaoning.Following universal design principles,optimizing service touchpoints and links,with the goal of simplifying operational processes and reducing digital touchpoints,build an online registration platform system suitable for the elderly.The integration of universal design concepts can compensate for the lack of user experience among the elderly in digital product design,providing direction for the aging friendly transformation of App design.