DOI QR코드

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A Study of Service Design for the General Hospital through analyzing the User Journey Map and the User Context

Kim, Jong-Hyun;Yi, Won-Je

  • 투고 : 2011.12.30
  • 심사 : 2012.01.18
  • 발행 : 2012.02.29

초록

Objective: The aim of this study is to present a solution to problems in the services provided by the general hospitals by creating a user-centric environment through analyzing the User Journey Map and the User Context. Background: The rapid growth in aging population and the monopolization of superior medical staffs by the general hospitals increased demand for the general hospitals in Korea. But, often services provided by the general hospitals are provider-centric and low quality. Method: This study examines problems in the services provided by the general hospitals by analyzing the User Journey Map through stakeholder interviews(contextual interviews) and on-site observation. Based on the contextual analysis of the user(i.e. the patient), this study proposes new and improved user-centric services to be provided by the general hospitals. Results: Ten new user-centric services proposed by this study are: (1) "Booklet on Success Story", (2) "FAQs by Doctor", (3) "Designated Nurse", (4) "Patient Interview Record Card", (5) "Close relationship between doctor & patient", (6) "Thank You Notice Board", (7) "Step by Step", (8) "Green Cap", (9) "Patient Kit", (10) "RFID Direction Display System". Conclusion: The service design for the general hospitals proposed by this study is an important case-study on improving the environment of the general hospitals from provider(medical staffs)-centric to user(patents and its family)-centric. Application: This study is expected to be used in various areas to improve existing system(products and/or services) to be more user-centric.

키워드

User Journey Map;User Context;Service Design;General Hospitals in Korea;User Centered Design

참고문헌

  1. Jessamyn, B. W., Shelley Wood, Rapid Contextual Design, Korean Version., Insight, 2008.
  2. Ko, E. J, The Medical environment change through social media, Weeky Focus, LG Business Insight, 22, 2010.
  3. Karen Holtzblatt, Jessamyn, B. W., Shelley Wood, Rapid Contextual Design, Korean Version., Insight, 2008.
  4. Marc Stickdorn, Jacob Schneider, This is Service Design Thinking, BIS, 2010.
  5. Melissa Cliver, Jamin Hegeman, Kipum Lee, Leanne Libert, Kara Tennant, Design for the Clinic Experience: Concepts for UPMC Presbyterian Neurosurgery Clinic, Carnegie Mellon School of Design Service Design Fall, 2007.
  6. Shostack, G. L., How to Design a Service., European Journal of Marketing, 1982.
  7. Statics Korea, "Result of Population and Housing Census(Department of Elderly)", Census 2010. 2010.

피인용 문헌

  1. Clinical Document Architecture integration system to support patient referral and reply letters vol.22, pp.2, 2016, https://doi.org/10.5143/JESK.2012.31.1.109