文献类型：会议论文

英文题名：Improving Design of Intelligent Clinic Product Service System: A Case Study

作者：Ding, Wei[1];Liu, Yang[1];Jiang, Ying[1]

机构：[1]East China Univ Sci & Technol, Inst Art Design & Media, 130 Meilong Rd, Shanghai 200237, Peoples R China

会议论文集：AHFE Virtual Conference on Human Factors and Ergonomics in Healthcare and Medical Devices

会议日期：JUL 25-29, 2021

会议地点：ELECTR NETWORK

语种：英文

外文关键词：Product service design; Intelligent clinic; Value proposition; Service blueprint; Human factors

摘要：The aim of this article, underpinned by service design concept and case analysis, is to show how intelligent clinic and its consultation experience can be better optimized based on product service system theory. With the rapid development of intelligent medical, most researches focus on the hardware, the interaction between users and products while researches on the whole process of service provision is not systematic, which results in the innovation of improving the quality of medical services mainly concentrated in hospitals, medical platforms, family doctors and other fields. To complement the mismatch between facilities and service model of intelligent clinic, typical cases were analyzed to sort out the pain points. From the perspective of hospital, patient and doctor's value proposition, the new concept of product service system is optimized based on the whole process as well as integrating the concept of scene design. Finally, a service blueprint and a product service system model matched with the intelligent clinic are launched. As the direct result of the optimization, there were predictable and significant improvements in the whole process of service provision and experience.