Research On Hospital Self-service Terminal Design Based On Service Design Theory

The emergence of hospital self-service terminals has greatly shortened people's medical treatment time and improved people's medical experience.However,in the actual medical treatment process,self-service terminals cannot fully meet the needs due to excessive information,inconvenient interaction,and poor user experience.Therefore,the focus is on exploring the deep demands of users in self-help medical services,optimizing the design of hospital self-service terminals,and improving user satisfaction in self-help medical services.Basing on service design theory,the potential needs of typical users during medical treatment are discovered through literature research,user interviews,field surveys and other methods and The Kano model is used to analyze the importance of user demand items to determine the user demand level and priority.Level is as the design basis for hospital self-service terminal design.The user's medical treatment process,key contact points and hospital self-service are conducted in-depth researched on.The typical user's medical treatment process,find the pain points and opportunity points of the user's medical treatment process are sort out.Designed a service blueprint for hospital self-service terminals,proposed strategies for facilitation and completeness of service processes,rationalization and simplification of service information,and visualization and strong interaction strategies for service systems,laying a foundation for the design of hospital self-service terminals in the future.The hardware model and software interface prototype of the hospital self-service terminal has been made in detail by combining the previous analysis results.A new solution for the design of hospital self-service terminals is provided from the perspective of service design.