视障患者自主就医体验优化设计

Independent Medical Service Experience Optimization Design for Visually Impaired Patients

中文关键词: 视障患者就医  用户体验  用户体验度量  模糊kano

英文关键词: medical service of visually impaired patients  user experience  user experience measurement  fuzzy kano

中文摘要:

      目的 从患者视角探索视障群体自主就医的途径，通过对就医全流程的用户体验分析获取关键设计因素，从而有针对性地提出视障患者自主就医体验优化策略，提升就医体验。方法 首先，在现有患者就医体验指标的基础上，结合视障患者特性对体验指标体系进行优化，更新观测指标。基于观测方法的不同将指标重组，根据重组后的指标建立观察框架与访谈大纲以采集用户数据。其次，将数据进行用户体验度量，计算门诊就医各情境下的体验水平并排序，根据计算结果将情境分类，对不同情境下的用户行为进行针对性分析，以提取服务痛点并转化为设计因素。最后，综合各情境设计因素，运用模糊kano验证其有效性，并进行优先层级排序。结果 根据策略，输出视障患者自主就医体验优化设计，包含就医引导车与线上就医关怀模块。结论 从流程的高效性与用户满意度两方面进行优化前后对比，优化后的体验均高于优化前，验证了该方法的科学性与合理性，为其他相似项目提供借鉴。

英文摘要:

      The work aims to explore the way of independent medical service for visually impaired patients from the perspective of patients, propose a design method of independent medical service for visually impaired patients based on user experience to optimize the user experience in the medical service for visually impaired patients. First of all, based on the current indicators on medical experience of patients, the experience indicator system was optimized and the observation indicators were updated in combination with features of visually impaired patients. Based on the different observation methods, the indicators were reorganized, and the reorganized indicators were constructed into an observation framework and an interview outline to collect user data. Then, the data were measured for user experience, and the experience level of each stage of outpatient care was sorted. The stages were classified and the user behavior in different stages was analyzed according to the calculation results, so as to extract service pain points and convert them into design factors. Finally, integrating the design factors at each stage, fuzzy kano was used to verify its effectiveness, and priority ranking was carried out. The design of the optimization system for independent medical service of output visual impaired patients included a guide car and an online medical care module. From the efficiency of the process and user satisfaction before and after optimization, the service after optimization is higher than that before optimization. The method is verified to be scientific and reasonable, providing reference for other similar projects.