小儿推拿护理服务系统设计
摘 要：在移动互网联技术不断发展的时代背景下，线下小儿推拿护理服务模式面临着向线上转移的挑战， 同时，移动服务环境下的用户体验提升也成为小儿推拿护理服务行业需要关注的问题。本文运用服务设计思维和方法，以用户旅程图为工具，对婴幼儿父母用户的小儿推拿服务体验过程进行全流程分析。通过挖掘婴幼儿父母用户的观点、期待和动机，探究出痛点和机会点，构建了服务系统。提出增强用户服务体验和符合行业发展趋势的小儿推拿护理服务系统和服务流程创新设计方案，以此提升用户推拿护理体验，同时为小儿推拿护理服务行业实现良性发展提供借鉴和参考。
关键词：小儿推拿；护理；服务系统设计
中图分类号：TB472 文献标识码：A
文章编码：1672-7053(2020)11-0085-02
Abstract：under the background of the continuous development of mobile Internet technology, offline pediatric massage nursing service mode is facing the challenge of transferring to online, At the same time, the improvement of user experience under the mobile service environment has become a problem that needs to be paid attention to in the pediatric massage nursing service industry. In this paper, using the thinking and method of service design, taking the user journey map as the tool, this paper analyzes the whole process of infantile massage service experience of parents of infants and young children. By mining the views, expectations and motivations of parents of infants and young children, the pain points and opportunity points are explored, and the service system is constructed. The innovative design scheme of pediatric massage nursing service system and service process was proposed to enhance the user service experience and meet the industry development trend, so as to improve the user massage nursing experience, and provide reference for the benign development of pediatric massage nursing service industry.
Key Words：pediatric massage; nursing; service system design
