基于用户需求指标评价的医用无人送餐车设计研究

Design of Medical Unmanned Food Delivery Vehicle Based on Evaluation of User Need Indicators

目的针对医院住院患者用餐体验不佳的问题,提出了基于KANO模型和AHP层次分析法的医用无人送餐车产品需求评价方法,旨在提升患者用餐满意度。方法首先,通过半结构化访谈、行为观察等方法建立用户体验旅程图,将用户订餐、取餐过程进行可视化表达,获得21个初始需求项;其次,运用KANO模型分析方法获取产品属性分类,进而得到有效的用户需求;随后,依据分类结果并剔除无差异需求后,构建出医用无人送餐车设计方案的AHP层次分析模型并进行打分和权重计算;最后,将排序靠前的需求指标作为设计优先集合,产出其相对应的设计策略并进行方案设计实践。结论运用KANO模型和AHP分析法进行医用无人送餐车设计研究,可以更为科学准确地分析产品属性和设计需求之间的联系,有助于发掘用户需求,进而提升用户满意度,为同类型产品方案的选择和优化提供参考。

The work aims to propose a product need evaluation method for medical unmanned food delivery vehicles based on KANO model and AHP hierarchical analysis to solve the problem of poor dining experience of hospital inpa-tients,and improve the dining satisfaction of patients.Firstly,through semi-structured interviews,behavior observation and other methods,a user experience journey map was established to express the user ordering and picking up process visually,to obtain the 21 initial need items;Then,the KANO model analysis method was used to obtain the classification of product attributes,and then get effective user needs;Next,based on the classification results,non-differentiated needs were eliminated,and an AHP hierarchical analysis model of medical unmanned food delivery vehicle design options was constructed for scoring and weighting;Finally,the top-ranking need indicators were used as the design priority set,to produce their corresponding design strategy and program design practice.In conclusion,using KANO model and AHP analysis for design research of medical unmanned food delivery vehicles can more scientifically and accurately analyze the connection between product attributes and design needs,which can help to explore user needs and thus improve user satisfaction,and provide reference for the selection and optimization of the same type of product solutions.