基于服务设计理念的老年患者医养结合康复APP设计
摘 要：文章在分析现有服务设计与医养结合康复类APP优缺点基础上，采用服务设计理念，以提高老年群体体验作为出发点和落脚点，从服务流程中涉及的患者、患者家属、康复医院、医生、护工等相关利益者出发进行用户研究，通过梳理康复过程中服务前、服务中、服务后的相关触点与痛点，提出体验推动因素与体验设计方向、功能架构，在可用性测试后优化设计方案，提高方案的适老化。整个设计方案从全局考虑相关利益者需求，从线上线下人员互动流程中思考APP功能，以期为老年患者提供方便可用的康复服务与体验，增强社会福祉。
关键词：服务设计；老年患者；医养结合；康复；APP设计
中图分类号：TB472 文献标识码：A
文章编码：1672-7053(2022)04-0098-03
Abstract：Based on the analysis of the advantages and disadvantages of the existing service design and the rehabilitation APP combining medical care and nursing, the article adopts the service design concept to improve the experience of the elderly as the starting point and end point. Nurses and other relevant stakeholders set out to conduct user research. By sorting out the relevant touch points and pain points before, during and after the service in the rehabilitation process, they proposed experience driving factors, experience design direction and functional architecture, and optimized the design plan after usability testing. Improve the aging suitability of the program. The entire design plan considers the needs of relevant stakeholders from a global perspective, and considers APP functions from the online and offline personnel interaction process, in order to provide elderly patients with convenient and available rehabilitation services and experiences, and enhance social well-being.
Key Words：Service Design; elderly patients; Integrated Eldercare Services with Medical Care; Rehabilitation; APP Design
