基于Kano模型的医院自助服务终端产品设计研究
摘 要：针对当前医院自助服务终端用户体验差、承载信息过多、交互操作不便等现状，运用Kano模型挖掘用户深层次需求，探索更加合理化、人性化的自助服务模式。通过实地调研、用户访谈和问卷调研，结合Kano模型分析方法对用户需求进行分析，构建出用户对医院自助服务终端的需求类型表。分析得出关于医院自助服务终端的必备型需求、期望型需求、魅力型需求和无差异需求，并根据Better-Worse数据模型求出各项需求的满意度系数，为医院自助服务终端产品进行设计。
关键词：Kano模型；医院；自助服务终端产品设计
中图分类号：TB472 文献标识码：A
文章编码：1672-7053(2020)04-0051-03
Abstract：Aiming at the current situation of poor experience, too much information and inconvenient interactive operation of self-service terminal users in hospitals, Kano model is used to mine the deep needs of users and explore a more reasonable and humanized self-service mode. Through field research, user interviews and questionnaire survey, combined with Kano model analysis method to analyze the user needs, build a user demand type table for hospital self-service terminal. Through the analysis, we get the essential demand, expectation demand, charm demand and no difference demand of the hospital self-service terminal. According to the better worse data model, we get the satisfaction coefficient of each demand, and design the hospital self-service terminal products.
Key Words： Kano model; Hospital; Self-service terminal product design
