Research On Touchpoints Design Of Meal Delivery Service For Disabled Elderly In Community

With the deepening of the aging of our country’s population,the number of disabled elderly groups is also increasing.The community-based home care model has become an old-age care method that adapts to my country’s national conditions and is being promoted.There is a huge demand for meal delivery service in the life care category.The research process of this subject is divided into the preliminary theoretical research,the mid-term field investigation and the later program design.Preliminary theoretical research conducted literature review to understand the development history and evaluation criteria of the disability concept,and clarify the positioning of the disabled elderly group.Then the research on the status quo of domestic and foreign meal delivery service is carried out,and it is found that there are fewer researches on meal delivery service at present,the perspective is more macro,and there is a lack of microscopic insights into the needs of disabled elderly people.Theoretical research also includes the concept traceability and definition analysis of the touchpoint theory.The process found that the AT-ONE touchpoint cards toolkit is a theoretical tool suitable for subsequent sorting and innovation of touchpoint in the service process.The mid-term field investigation stage includes pre-investigation and formal investigation.The main target of the survey is the disabled elderly who receive the meal delivery service in the elderly canteen in Chajiao Street,Liwan District,Guangzhou.The pre-investigation was conducted to understand the lifestyle of the disabled elderly through non-participatory observation of two disabled elderly people,and to explore the problems existing in the process of meal delivery service.The formal survey conducted observation interviews and behavioral analysis of two disabled elderly who have received meal-assisted meal delivery service for a longer time,as well as service stakeholders such as disabled elderly caregivers,social workers and meal delivery staff.It is found that there are many problems in the meal taking and meal stage during the meal preparation process,and many problems such as inconvenience during the meal process for disabled elderly people,etc.,pay attention to the touchpoints in the process,and conduct in-depth analysis in the follow-up.In the later stage of the plan design stage,the AT-ONE touchpoint cards toolkit was used to establish a service journey and conduct contextual deduction,focusing on the pain points and corresponding touchpoints in the meal stage during the meal delivery service process,and proceeding after analyzing the design opportunities touchpoints design.Finally,a reusable lunch box design solution was produced.The design points include making the lunch box and the cutlery box easy to open,increasing the stability and ease of use of the cutlery,adding multiple lunch box partitions and color matching specifications to meet the disability of different age groups The needs of the elderly,etc.,optimize the service experience of the disabled elderly during the meal process.From the perspective of the disabled elderly,this study explored the meal delivery service in community elders’ canteens through three stages: preliminary theoretical research,mid-term field investigation,and later product design.Finally,by designing the touchpoints in the service process,a solution is provided for the existing problems in the service.It not only makes up for the lack of attention to the disabled elderly in the service,but also calls the whole society to pay attention to the vulnerable group of disabled elderly.