摘要
新冠疫情背景下智能导诊服务系统与导诊机器人的研究,有助于改善当前导诊服务质量并提高患者的就医体验。通过梳理当前导诊服务现状,结合服务设计思维与用户研究方向,分析患者就医中不同服务环节的行为、触点、感受以及痛点和机会点。提出新的智能导诊机器人服务系统设计方案。通过改善导诊服务模式,让患者就医过程的服务体验更加智能与舒适,同时也为智慧医疗的升级提供新的思路。
Research on the intelligent diagnosis service system and diagnosis guidance robot under the background of COVID-19 will help to improve the current quality of diagnosis service and improve the patient's medical experience.By combing the current status of medical guidance services,combining service design thinking and user research directions,analyze the behaviors,touch points,feelings,pain points and opportunities of different service links in patients'medical treatment.Propose a new intelligent diagnosis guidance robot service system design plan.By improving the medical guidance service model,the patient's service experience in the medical process will be more intelligent and comfortable,and at the same time,it will provide new ideas for the upgrade of smart medical care.
作者
李扬帆
姜可
LI YANGFAN;JIANG KE
出处
《设计》
2021年第14期121-123,共3页
Design
关键词
新冠疫情
导诊服务
服务设计
用户体验
智能机器人
服务系统
COVID-19
Diagnosis service
Service design
User experience
Intelligent robot
Service system
