医疗服务中的情境关系与接触点设计

目的 围绕一项医疗护理服务设计课题，探讨服务流程中不同情境之间关系及其关系相互影响下的设计解决路径。方法 借助广义交互理念与服务设计相关理论与方法，通过定量与定性分析输液护理服务后的问题聚焦，界定适度的设计原则，阐释全流程不同情境和连贯情境的多重交互关系及接触点设计考量。结论 服务设计实践需要反复聚焦于具象的微观事物和抽象的宏观系统，关注和理解整个服务特定情境下和情境间的行为、活动和关系，亦借由情境关系再定义下的接触点细节设计真正影响和改善服务参与者的体验。

Contextual Relationship and Touch Point Design in Medical Service

The work aims to explore the solution to design under the relationship between different contexts and the mutual influence of their relationship in the service process, based on a practice of medical care service design. By means of the generalized interaction theory and the relevant theories and methods of service design, the appropriate design principles were defined through the problem highlights after the quantitative and qualitative analysis of the infusion nursing service. The multiple interaction relationships between different contexts and coherent contexts and the touch point design considerations in the whole process were explained. Service design practice needs to repeatedly focus on concrete micro-things and abstract macro-systems. It also needs to understand the behavior, activities and relations of the specific context in the whole service, and truly influence and improve the experience of service participants by the details design of touch points in virtue of the contextual relationship redefinition.