面向连锁药店的药品信息与服务系统设计研究

发布时间：2018-03-17 05:22

本文选题：药品信息　切入点：服务系统设计　出处：《江南大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着近年来互联网和信息技术的发展,公众的健康观念从原本的被动治疗转向主动预防与监测的模式,传统单一的药品信息服务已经不再适用于如今这个一切以患者为中心的社会。但是,医患信息不对称、患者健康常识不足、用药依从性差等现象仍普遍存在于人们的日常生活中。基于以上问题,本课题从服务系统设计的视角,探索目前连锁药店的信息环境、服务流程、信息管理及用户体验的症结所在,改善患者、药士、家属、医生等不同利益相关者的关系,有效整合药品信息旅程中线上和线下可利用的资源,全渠道提升药店的服务效率及质量。并站在用户的角度,借助智能信息平台的介入形成良好的信息交互,调动其参与积极性,提出新的信息服务系统设计策略来优化用户体验。作者在第一章对药品信息服务系统相关的桌面文献进行了研读,结合国内外优秀的信息及服务案例比较法进行启示,分析和梳理了药品信息服务相关的现状、不足及服务系统介入后的未来发展方向。随后,对用户的需求展开了实地调研。通过在实体药店对用户行为的观察和初步访谈后界定了用户旅程的主要阶段和节点。接着对旅程中的痛点细化研究,通过深度访谈、用户工作坊、问卷调查等方法,对患者购药环节中信息内容、形式、获取体验、交互方式的需求继续深挖,发现存在着信息不对称、服务环节缺失、线上线下缺乏互动、患者依从性差等一系列问题。最后,通过优先级的排序将用户需求点转化为设计机会点,找到核心的服务点。通过重新规划服务系统和流程接触点、体验蓝图、场景构建等方法,输出最终的设计策略,以确保流程中信息获取、使用、反馈的流畅性,达到药品信息服务体验的美好性。本文输出的设计策略:构建有效的药品信息服务系统,优化药品信息平台增加有效性、针对性及获取体验,完善信息内容模块并关注线下药店的细节信息服务;丰富视觉感知体验,突出重点信息,提升用户的信息识别效率,通过可视化增加用户对医药信息的理解并对用药行为产生引导性影响;增加线上线下信息互动,提供整体的体验支持,在保持一致性的同时加强对品牌的塑造。通过介入服务、体验、交互及视觉的综合性设计策略多维度提升服务体验的价值,为传统医药服务行业带来新的活力。
[Abstract]:With the development of the Internet and information technology in recent years, the public health concept has shifted from passive treatment to active prevention and monitoring. The traditional single drug information service is no longer suitable for all the patient-centered societies today. However, the information between doctors and patients is asymmetrical and patients' health knowledge is inadequate. The phenomenon of drug compliance is still common in people's daily life. Based on the above problems, this paper explores the information environment and service flow of chain drugstores from the perspective of service system design. The crux of information management and user experience, improving the relationship between patients, pharmacists, family members, doctors and other stakeholders, effectively integrating the resources available online and offline in the middle of the drug information journey. Improve the service efficiency and quality of drugstore through all channels, and from the perspective of users, with the help of intelligent information platform intervention to form a good information exchange, mobilize their enthusiasm for participation, A new design strategy of information service system is put forward to optimize the user experience. In the first chapter, the author studies the relevant desktop documents of drug information service system, and combines the excellent information and service case comparison method at home and abroad for inspiration. This paper analyzes and combs the current situation, deficiency and future development direction of drug information service after the intervention of the service system. The main stages and nodes of the user's journey were defined after the observation and preliminary interview of the user's behavior in the physical pharmacy. Then, the pain point of the journey was studied in detail, and the in-depth interview was used. User workshops, questionnaires and other methods continue to dig deeply into the demand for information content, form, experience, and interaction in patients' drug purchase links, and find that there are information asymmetries, missing service links, and lack of interaction between online and offline. A series of problems, such as poor patient compliance. Finally, the user needs point is transformed into the design opportunity point by priority, and the core service point is found. By reprogramming the service system and process contact point, experience the blueprint. Scenario construction and other methods, output the final design strategy to ensure that the flow of information in the process, use, feedback, The design strategy of this paper is to build an effective drug information service system, optimize the drug information platform to increase the effectiveness, pertinence and access to experience, Perfect the information content module and pay attention to the detailed information service of the offline drugstore, enrich the visual perception experience, highlight the key information, improve the efficiency of the user's information identification, Through visualization to increase users' understanding of medical information and to have a guiding impact on drug use behavior; increase online and offline information interaction, provide overall experience support, while maintaining consistency while strengthening brand building. The comprehensive design strategies of experience, interaction and vision enhance the value of service experience and bring new vitality to the traditional medical service industry.
【学位授予单位】：江南大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP311.52

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