数字化社会创新视角下的社区康复站点服务设计研究

Service Design of Community Rehabilitation Site in Digital Social Innovation Perspective

中文关键词: 服务设计  社区康复站点  社会创新  用户体验

英文关键词: service design  community rehabilitation site  social innovation  user experience

中文摘要:

      目的 在老龄化问题日益严重的背景下，社区康复站点成为一种社会创新。在网络、数字技术的影响下，医疗健康产品与服务的相关利益者增多，社区康复站点的交互关系也变得更加复杂。方法 采用服务设计的理论与方法，对社区康复站点的相关利益者进行分析，通过用户旅程图发现用户的痛点和核心需求，寻找机会点，优化社区康复站点的基本内容与服务流程，构建起“线上+线下”和“个体服务+公共服务”的服务系统。对社区康复站点的数字接触点、物理接触点、人际接触点进行整体设计与优化，利用云康复管理系统对康复病人进行大数据管理，采用模块化设计来优化康复理疗产品，根据服务流程来设计室内空间，优化人际之间的交流方式，增强病人的康复动力。结论 采用服务设计的流程与方法设计社区康复站点，通过时间、使用情境、行为、心理等维度，建立起用户和系统之间的体验链，有助于提升用户体验。

英文摘要:

      In the background of the aging problem, the community rehabilitation site has become a kind of social in-novation. Due to the influence of ubiquitous network and digital technology, there are many stakeholders involved in the medical health products and services, and the interaction of community sites is becoming more and more complex. Based on the theory and method of service design, the stakeholders of community rehabilitation sites were analyzed to find out the painful points and core needs of users through the users’ journey map and then seek for opportunity points, optimize the basic content and service flow of rehabilitation sites, and construct the service system of “online + offline” and “individual services + public services”. The digital touchpoint, physical touchpoint and interpersonal touchpoint of community rehabilitation site were designed and optimized entirely, the cloud rehabilitation management system was applied to manage the big data of rehabilitation patients, the rehabilitation physiotherapy products were improved by modular design and the indoor space was designed according to the service flow to optimize the interpersonal communication and enhance patient's motivation for recovery. Designing community rehabilitation sites by the process and method of service design and establishing the experience chain between users and the system through time, usage situation, behavior, psychology and other dimensions are helpful to improve user experience.