肺炎疫情背景下服务设计思维的救灾安全研究

Disaster Relief Safety on Service Design Thinking in the COVID-19 Outbreak

中文关键词: 新型冠状病毒肺炎疫情  突发灾害  服务设计  救灾安全

英文关键词: COVID-19 outbreak  sudden disasters  service design  safety of disaster relief

中文摘要:

      目的 在当前全球爆发的新型冠状病毒肺炎疫情，以及频发的地震灾害的背景条件下，基于服务设计思想对突发灾害及突发公共卫生事件情况下的救灾安全进行分析。方法 从服务设计的概念出发，研究用户在突发灾害及突发公共卫生事件下的动态需求。结论 在对突发灾害及突发公共卫生事件下用户救灾安全的服务设计过程中，对于物理触点、救灾产品来说，应该保证其有易用、通用、美观及适用的特点，同时应该加强灾前的预防教育。数字触点设计上应该保障公众的知情权，提高公众的控制感；人工触点的设计上，采取心理干预服务，对于肺炎患者应该采用短程整合式的疗法。对于老年人出现的逆反心理要耐心地引导。在未来的发展中，设计与人类安全的关系值得深入挖掘。

英文摘要:

      The paper aims to analyze the disaster relief safety of sudden disasters and public health emergencies based on the service design thought under the background of the current outbreak of the COVID-19 and frequent earthquake disasters in the world. The dynamic needs of users in the context of sudden disasters and public health emergencies were studied from the concept of service design. In the process of service design of user disaster relief safety under sudden disaster and public health emergency, for the physical touchpoints and disaster relief products, it is required to ensure that they should be easy to use, be universal, beautiful and applicable. Meanwhile, it is also required to strengthen the prevention education before the disaster. Digital touchpoints design should protect the public's right to know, improve the public's sense of control. For design of human touchpoints, the psychological intervention service should be adopted. For pneumonia patients, the short-range integrated therapy should be adopted. For the elderly of reverse psychology, they should be guided patiently. In the future development, the relationship between design and human security is worth digging in-depth.