本文選題：藥品信息　切入點(diǎn)：服務(wù)系統(tǒng)設(shè)計(jì)　出處：《江南大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著近年來(lái)互聯(lián)網(wǎng)和信息技術(shù)的發(fā)展,公眾的健康觀念從原本的被動(dòng)治療轉(zhuǎn)向主動(dòng)預(yù)防與監(jiān)測(cè)的模式,傳統(tǒng)單一的藥品信息服務(wù)已經(jīng)不再適用于如今這個(gè)一切以患者為中心的社會(huì)。但是,醫(yī)患信息不對(duì)稱、患者健康常識(shí)不足、用藥依從性差等現(xiàn)象仍普遍存在于人們的日常生活中。基于以上問(wèn)題,本課題從服務(wù)系統(tǒng)設(shè)計(jì)的視角,探索目前連鎖藥店的信息環(huán)境、服務(wù)流程、信息管理及用戶體驗(yàn)的癥結(jié)所在,改善患者、藥士、家屬、醫(yī)生等不同利益相關(guān)者的關(guān)系,有效整合藥品信息旅程中線上和線下可利用的資源,全渠道提升藥店的服務(wù)效率及質(zhì)量。并站在用戶的角度,借助智能信息平臺(tái)的介入形成良好的信息交互,調(diào)動(dòng)其參與積極性,提出新的信息服務(wù)系統(tǒng)設(shè)計(jì)策略來(lái)優(yōu)化用戶體驗(yàn)。作者在第一章對(duì)藥品信息服務(wù)系統(tǒng)相關(guān)的桌面文獻(xiàn)進(jìn)行了研讀,結(jié)合國(guó)內(nèi)外優(yōu)秀的信息及服務(wù)案例比較法進(jìn)行啟示,分析和梳理了藥品信息服務(wù)相關(guān)的現(xiàn)狀、不足及服務(wù)系統(tǒng)介入后的未來(lái)發(fā)展方向。隨后,對(duì)用戶的需求展開了實(shí)地調(diào)研。通過(guò)在實(shí)體藥店對(duì)用戶行為的觀察和初步訪談后界定了用戶旅程的主要階段和節(jié)點(diǎn)。接著對(duì)旅程中的痛點(diǎn)細(xì)化研究,通過(guò)深度訪談、用戶工作坊、問(wèn)卷調(diào)查等方法,對(duì)患者購(gòu)藥環(huán)節(jié)中信息內(nèi)容、形式、獲取體驗(yàn)、交互方式的需求繼續(xù)深挖,發(fā)現(xiàn)存在著信息不對(duì)稱、服務(wù)環(huán)節(jié)缺失、線上線下缺乏互動(dòng)、患者依從性差等一系列問(wèn)題。最后,通過(guò)優(yōu)先級(jí)的排序?qū)⒂脩粜枨簏c(diǎn)轉(zhuǎn)化為設(shè)計(jì)機(jī)會(huì)點(diǎn),找到核心的服務(wù)點(diǎn)。通過(guò)重新規(guī)劃服務(wù)系統(tǒng)和流程接觸點(diǎn)、體驗(yàn)藍(lán)圖、場(chǎng)景構(gòu)建等方法,輸出最終的設(shè)計(jì)策略,以確保流程中信息獲取、使用、反饋的流暢性,達(dá)到藥品信息服務(wù)體驗(yàn)的美好性。本文輸出的設(shè)計(jì)策略:構(gòu)建有效的藥品信息服務(wù)系統(tǒng),優(yōu)化藥品信息平臺(tái)增加有效性、針對(duì)性及獲取體驗(yàn),完善信息內(nèi)容模塊并關(guān)注線下藥店的細(xì)節(jié)信息服務(wù);豐富視覺感知體驗(yàn),突出重點(diǎn)信息,提升用戶的信息識(shí)別效率,通過(guò)可視化增加用戶對(duì)醫(yī)藥信息的理解并對(duì)用藥行為產(chǎn)生引導(dǎo)性影響;增加線上線下信息互動(dòng),提供整體的體驗(yàn)支持,在保持一致性的同時(shí)加強(qiáng)對(duì)品牌的塑造。通過(guò)介入服務(wù)、體驗(yàn)、交互及視覺的綜合性設(shè)計(jì)策略多維度提升服務(wù)體驗(yàn)的價(jià)值,為傳統(tǒng)醫(yī)藥服務(wù)行業(yè)帶來(lái)新的活力。
[Abstract]:With the development of the Internet and information technology in recent years, the public health concept has shifted from passive treatment to active prevention and monitoring. The traditional single drug information service is no longer suitable for all the patient-centered societies today. However, the information between doctors and patients is asymmetrical and patients' health knowledge is inadequate. The phenomenon of drug compliance is still common in people's daily life. Based on the above problems, this paper explores the information environment and service flow of chain drugstores from the perspective of service system design. The crux of information management and user experience, improving the relationship between patients, pharmacists, family members, doctors and other stakeholders, effectively integrating the resources available online and offline in the middle of the drug information journey. Improve the service efficiency and quality of drugstore through all channels, and from the perspective of users, with the help of intelligent information platform intervention to form a good information exchange, mobilize their enthusiasm for participation, A new design strategy of information service system is put forward to optimize the user experience. In the first chapter, the author studies the relevant desktop documents of drug information service system, and combines the excellent information and service case comparison method at home and abroad for inspiration. This paper analyzes and combs the current situation, deficiency and future development direction of drug information service after the intervention of the service system. The main stages and nodes of the user's journey were defined after the observation and preliminary interview of the user's behavior in the physical pharmacy. Then, the pain point of the journey was studied in detail, and the in-depth interview was used. User workshops, questionnaires and other methods continue to dig deeply into the demand for information content, form, experience, and interaction in patients' drug purchase links, and find that there are information asymmetries, missing service links, and lack of interaction between online and offline. A series of problems, such as poor patient compliance. Finally, the user needs point is transformed into the design opportunity point by priority, and the core service point is found. By reprogramming the service system and process contact point, experience the blueprint. Scenario construction and other methods, output the final design strategy to ensure that the flow of information in the process, use, feedback, The design strategy of this paper is to build an effective drug information service system, optimize the drug information platform to increase the effectiveness, pertinence and access to experience, Perfect the information content module and pay attention to the detailed information service of the offline drugstore, enrich the visual perception experience, highlight the key information, improve the efficiency of the user's information identification, Through visualization to increase users' understanding of medical information and to have a guiding impact on drug use behavior; increase online and offline information interaction, provide overall experience support, while maintaining consistency while strengthening brand building. The comprehensive design strategies of experience, interaction and vision enhance the value of service experience and bring new vitality to the traditional medical service industry.
【學(xué)位授予單位】：江南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：TP311.52

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