基于用户体验的老年人医疗自助服务终端系统设计研究

发布时间：2018-12-11 21:51

【摘要】：随着中国进入老龄化社会,老年人高发性慢性疾病导致医院的就医患者急剧增加,排队时间长看病时间短等接踵而来的问题成为了老年人就医的一大障碍。在互联网快速发展的背景下,医疗自助服务终端作为缓解这一现象的有效工具而被广大医院所采用,但是产品本身的可用性问题以及缺乏情感关怀,始终难以受到用户的青睐,尤其是老年人。随着用户体验时代的到来,人们关注的焦点已不仅仅是医疗自助服务终端的功能,而是界面整体的用户体验。从老年人产品使用障碍以及各维度需求来研究医疗自助服务终端,不仅可以改善现有的医疗自助服务终端的不足,而且能够为老年人产品设计提供参考建议。本研究基于用户体验、服务设计以及可用性工程等相关理论,通过运用活动理论对老年人产品使用过程中的障碍分析,并从服务设计的五个需求层次来探讨老年人对产品的需求期望,从而为后续的医疗自助服务终端设计提供有力的理论依据。在实践调研中,通过对老年人的情景访谈,任务分析,发现了目前医疗自助服务终端所存在的问题:缺乏情感关怀,导航不清晰,付款流程复杂。针对以上问题,并分析三款现有成熟的移动医疗APP,构建了用户角色模型,为产品设计确立了方向。在产品设计的过程中,以情感化和可用性作为核心方向,确立了产品品牌吉祥物作为情感触发点,优化界面主页,主要从快捷挂号,推荐挂号等入口来大大缩短了用户看病挂号的流程。此外结合了现有普及的第三方支付,在简化付费流程的同时,给用户增加了安全感,从而使得用户乐于使用产品。最后为了拓展产品,增加了产品的移动端APP,让用户能够在家里也能自我管理病情,让看病变得更加高效简单。在可用性测试中,运用了眼动追踪技术,设置了6个相关任务来验证产品的可用性。在测试结果和用户访谈中了解到,用户对于该产品的接受度较高,对于未来的看病简化趋势也抱有较高的期望。本研究从用户体验角度,以老年人作为研究对象,再设计了医疗自助服务终端系统,为老年人产品设计提供了新的参考建议,同时也为老年人看病问题提了新的解决思路。
[Abstract]:As China enters an aging society, the high incidence of chronic diseases in the elderly leads to a sharp increase in the number of medical patients in hospitals, and the following problems such as long queue time and short time have become a major obstacle for the elderly to seek medical treatment. In the context of the rapid development of the Internet, the medical self-service terminal, as an effective tool to alleviate this phenomenon, has been adopted by the majority of hospitals, but the usability of the product itself and the lack of emotional care have always been difficult to be favored by users. Especially the old. With the advent of the user experience era, the focus of attention is not only the function of medical self-service terminal, but also the user experience of the interface as a whole. The study of medical self-service terminals from the perspective of the barriers to the use of elderly products and the needs of various dimensions can not only improve the shortcomings of the existing self-service terminals, but also provide reference suggestions for the design of products for the elderly. Based on the relevant theories of user experience, service design and usability engineering, this study analyzes the barriers in the process of product use for the elderly by using activity theory. From the five demand levels of service design, this paper discusses the demand expectation of the elderly to the product, thus providing a powerful theoretical basis for the subsequent design of the medical self-service terminal. In the practical investigation, through the scene interview and task analysis of the elderly, the problems of the medical self-service terminal are found: lack of emotional care, unclear navigation and complicated payment process. Aiming at the above problems, the user role model of three existing mobile medical APP, is constructed, which establishes the direction for product design. In the process of product design, with emotion and usability as the core direction, the product brand mascot was established as the emotional trigger point, and the interface home page was optimized, mainly from the rapid registration. Recommended registration and other entry to greatly shorten the user registration process. In addition, the existing popular third-party payments, while simplifying the payment process, to add sense of security to users, so that users are willing to use the product. Finally, to expand the product, a mobile APP, has been added to enable users to manage their illness at home, making it more efficient and easy to see a doctor. In usability testing, eye tracking technology is used to set up six tasks to verify the usability of the product. In the test results and user interviews we know that the users have a higher acceptance of the product and have high expectations for the future trend of medical treatment simplification. From the perspective of user experience, this study designed a medical self-service terminal system for the elderly, which provided a new reference for the product design of the elderly, and put forward a new solution to the problem of medical treatment for the elderly.
【学位授予单位】：江苏师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TB472;TP311.56

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