Research On Service Experience Design Strategy Of Public Drinking Fountains In Medical Institution

With the development of the experience economy,experience design also emerges as the times require.Users pay more and more attention to product and service experience.In order to obtain user satisfaction and recognition,enterprises are also gradually paying attention to the research of service experience design.Under the background of the national double carbon policy and the normalization of the epidemic,the use of public drinking fountains can reduce the number of times users buy bottled water and reduce carbon emissions.At the same time,public goods are more at risk of epidemic transmission.Therefore,public drinking fountains should pay attention to hygiene and safety.Compared with other public drinking water scenarios,the particularity of public drinking water service in medical institutions is that drinking water is a necessary preparation for some ultrasound or radiological examinations,and is a part of the medical service experience.However,the problems of public drinking water service experience in existing medical institutions are: Problems such as drinking water prompts,poor versatility,and lack of guides for users of ultrasound or radiology examinations need to be improved.This study takes public drinking fountains and their service experience in medical institutions as the design object,and uses the methods and tools of service experience design.design.First,research the problem of public drinking water and the types and shapes of public drinking fountains,conduct market research,and analyze the service blueprint;secondly,through qualitative research on users,find the pain points of users who hold urine for a long time before abdominal B-ultrasound examination,and conduct field research on medical institutions After using the environment,a series of pain points were obtained,and then the "importance-satisfaction" measurement of drinking water service experience in public medical institutions was carried out through a questionnaire survey based on the improved SERVQUAL scale.After visual analysis of the data results,it was concluded that improvements were needed Then use the method and tools of service experience design to analyze the user journey and service contact points;finally,according to the analysis results,propose three design strategies for public drinking fountains,drinking water space,and service systems,and carry out the public drinking fountain service experience in medical institutions.design.This research will help to improve the service experience of public drinking fountains in medical institutions,and then improve the user experience of seeing a doctor.