基于服务设计看护阿尔茨海默病患者的APP设计

目的 从用户需求的角度出发,把服务的实体元素与非实体元素相结合,开发融合服务设计的方法和工具,为服务受众者提供有效、可行、高效、符合用户期待的服务,以创造服务价值,实现价值共享。方法 通过服务设计的方法和工具,如创建用户档案、人物志、用户流程图,来梳理和分析服务蓝图,发现服务触点并进行设计,从而满足用户的需求。结论 融合服务设计理念,构建看护虚拟社区及一站式服务的“海默”APP设计策略和实践,不仅可以替用户充分考虑到患者的认知障碍、行为活动异常、记忆力衰退、社交障碍和时空障碍等病理问题,而且可以在服务系统中准确定位服务触点,帮助服务提供者客观、有效地获得目标用户满意的设计原型。

APP Design for the Care of Alzheimer's Patients Based on Service Design

From the perspective of user needs, this paper combines the entity elements and non-entity elements of services, develops methods and tools for integrated service design and provides service audiences with effective, feasible, efficient and user-oriented services to create service value and realize value sharing. Service design methods and tools (e.g., creating user files, personas and user flow charts) are applied for sorting out and analyzing service blueprints, discover service touchpoints and design them to meet the needs of users. Integrate service-design ideas to build a care virtual community and design strategy and practice of one-stop service "Heimer" APP. This not only can fully take into account the patient''s cognitive impairment, abnormal behavioral activities, memory decline, social barriers and space-time barriers and other pathological problems for users, but also can accurately position service touch point in the service system to help service providers obtain design prototypes that target users are satisfied with objectively and effectively.