构建面向社区居民的药品信息服务设计

目的 为更好地满足社区居民获取药品信息需求，构建以人民健康为中心、以解决社区患者医卫的基本需求为服务重点的居民药品信息服务设计框架，提升就医前后的服务质量。方法 通过文献调研药品认知现况，运用行为观察法、用户访谈法等，分析国内现有药品信息服务中的痛点，结合服务设计理念、策略、方法，定义关键触点，将其融入居民的药品信息传递中，针对性地探索药品信息平台的服务设计框架。结果 提出了以社区居民为中心的利于平台建设协同化、信息服务系统化、关键触点显性化、信息传递可视化的闭环反馈方案，完成了相关服务系统及其蓝图，为解决居民获取药品信息低效、不易甄别，缺少良好反馈机制等问题，迈出了重要的一步。结论 完成了药品信息平台的服务设计框架及蓝图构建，为消除服务资源及过程壁垒，优化药品信息服务，提升用户体验、驱动社区医疗创新发挥了积极作用;同时为设计师借助智能化服务平台，形成社交化信息圈层，强化智能管理，推动服务设计思维的更加人性化、系统化提供了新思路与新方式。

Service Design of Drug Information for Community Residents

The work aims to build a service design framework of drug information for residents that focuses on people''s health and addresses the basic needs of community patients for health care to improve the quality of service before and after medical treatment, so as to meet the needs of community residents for drug information better. Firstly, literature research was used to understand the state of drug awareness. The pain points in Chinese existing drug information services were analyzed through behavioral observation and user interviews. Meanwhile, the concept, strategy, and method of service design were combined to define key touchpoints and integrate them into drug information delivery to residents and explore the service design framework of the drug information platform in a targeted manner. The community resident-centered closed-loop feedback program was proposed, which was conducive to the synergization of platform construction, systematization of information services, externalization of key touchpoints and visualization of information delivery, and the construction of related service system and blueprint was completed. It was an essential step towards solving the problems of inefficient and not easily screened access to drug information for residents and the lack of a suitable feedback mechanism. The construction of service design framework and blueprint for a drug information platform is completed, which plays an active role in removing service resources and process barriers, optimizing drug information services, improving user experience, and driving community healthcare innovation. It also provides new ideas and ways for designers to form social information circles with the help of intelligent service platforms, strengthen intelligent management, and promote service design thinking to a more humanistic and systematic development.