Applying Design Thinking Concept in UserService Experience Research－A Case of a Telehealth Center in Taiwan
Date Issued
2014
Date
2014
Author(s)
Kuo, Yu-Ting
Abstract
In order to use precious medical resources properly, the medical circle has been developing the innovative Telehealth service model. However, past literatures mainly focus on the essential benefit of Telehealth from the point of view of objective clinical and nursingconcept; seldom explore user behavior through approaching their subjective awareness. As a result, this research is applying design thinking and B-A-I framework to stream users’ service experience with three stages: belief, attitude and intention. Besides, this research plans to further trace theeffect and comprehensive experience from three domains of quality of life (QOL), which arepsychology and cognition, social relationship, and independency.The object is to obtain deeper insight in Telehealth service experience, and discover opportunities for innovation.
In this study, 16 patients are divided into two types of interview groups, active and closed. The raw data of interview then is clustered and classified in order to build up service experience B-A-I framework of mentioned threedomains of QOL. This research finds that two types of patients keep different initial belief when joining the service;the former seeks a long-term and stable monitoring system; yet the latter focuses on a short-term post-operative care. In the service process, the consistency exists in instrumental operation and users satisfaction, however, when it comes to sense of insight, information collection attitude and self-care behavior, the former is more active than the latter, furthermore, the former maintains a closer relationship with service provider than the latter. These differences also affect the continuance behavior and word-mouth intention.
After a deeper analysis of user behavior, this research finds there is a close correlation between service experience and lifestyle, occupation, and personality etc., from which the service provider can better understand the driving factors behind user behavior, and have an overall comprehension about further improvement.
Subjects
遠距照護
設計思考
服務體驗
服務品質
生活品質
Type
thesis
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