基于Kano模型的社区健康体检系统服务设计研究

张宁宁; 姜文玉; 蔡明伟

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基于Kano模型的社区健康体检系统服务设计研究
张宁宁,姜文玉,蔡明伟
沈阳航空航天大学，沈阳 110136

摘要:

目的探索新型社区健康体检模式，构建新型社区健康体检服务设计框架，提升社区健康体检服务质量。方法通过文献调研国内外居民健康体检现状，运用用户访谈、问卷调查等方式归纳社区居民的健康体检需求，制作用户旅程地图。通过Kano模型，将社区居民健康体检的12项需求进行优先级排序，应用服务蓝图构建社区健康体检服务系统。结果梳理社区居民体检流程，结合线下、线上两个使用场景，完成了社区居民健康体检舱及其应用软件的设计，满足了社区居民多样化的体检需求。结论 Kano模型可以有效地分析社区居民对体检舱的功能需求优先级，结合服务设计理念，完成了社区健康体检系统的设计策略分析及设计实践，为社区居民提供便利、快捷的体检服务，对提升社区居民生活幸福指数有重要意义。

关键词: 社区居民健康体检用户需求服务设计 Kano模型

DOI：10.19554/j.cnki.1001-3563.2024.06.005

分类号:

基金项目:教育部人文社会科学研究项目(20YJCZH227);沈阳市社科联项目(SYSK2021-01-051)

Service Design of Community Physical Examination System Based on Kano Model

ZHANG Ningning, JIANG Wenyu, CAI Mingwei

(Shenyang Aerospace University, Shenyang 110136, China)

Abstract:

The work aims to explore new models for community physical examination, construct a new design framework for community physical examination services and enhance the quality of community physical examination services. The current status of physical examinations for residents in China and abroad was investigated through literature research. The community residents' requirements for physical examination were summarized through user interviews and questionnaires, and the user journey maps were created. The prioritization of the 12 needs for physical examination of community residents was obtained by the Kano model. The community physical examination service system was built with the service blueprint. The processes of community residents' physical examination were sorted out and the design of the community residents' physical examination cabin and its application software were completed through both offline and online usage scenarios, satisfying the diverse physical examination needs of community residents. The Kano model can effectively analyze the priority of community residents' functional requirements for the physical examination cabin. The design strategy analysis and design practice of the community physical examination system are completed based on the service design concept, which can provide convenient and fast physical examination services for community residents, and is of great significance for improving the happiness index of community residents' lives.

Key words: community resident physical examination user requirements service design Kano model