城市社区养老模式下医疗服务设计探究

目的在老龄化社会背景下,系统运用服务设计理论,对老龄化用户生活行为、医疗护理行为等要素进行分析,探究城市社区养老模式下医疗服务系统设计方向。方法通过视频人种学和用户访谈法等质化研究方法对老龄化用户进行定性分析,再结合服务设计思维方法,界定现有城市社区养老模式下医疗服务存在的问题和设计创新机会点。结论基于服务—信息—产品3个系统接触点之间的关系分析,运用服务设计思维实现不同系统的跨界组合,完成服务体验图建构,提出了社区医疗护理站、健康信息软件和智能呼叫手环的设计方案,形成"医疗服务体验—信息系统交互—可穿戴式设备"的适老医疗服务设计框架,为以服务设计驱动国内社区养老模式创新提供设计学维度的思考和参考。

Design of Medical Service in Urban Community Care Model

The work aims to systematically apply the service design theory in the context of an aging society to analyze elements like living behavior of aging users and medical care behaviors, so as to explore the design direction of medical service system in urban community care model. Qualitative analysis of aging users was carried out through qualitative research methods such as video ethnography and user interview. Combined with service design thinking methods, the existing problems of medical services and design innovation opportunities in the existing urban community care model were defined. Based on the analysis of the relationship between service-information-product contact points of the three systems, service design thinking is used to achieve cross-border combination of different systems to complete the service experience map construction. Community health care station, health information software and intelligent call have been put forward to form the framework for the design of elder care service for "medical service experience - information system interaction - wearable devices", thus providing idea and reference for designing latitude of learning by serving the innovation of domestic community-based care model.