應用設計思考概念於遠距照護使用者服務體驗洞察-以臺灣某醫院遠距照護中心為例

Applying Design Thinking Concept in UserService Experience Research－A Case of a Telehealth Center in Taiwan

郭毓亭(Yu-Ting Kuo)

指導教授 ： 余峻瑜

國立臺灣大學/管理學院/商學研究所/碩士(2014年)

https://doi.org/10.6342/NTU.2014.11257

摘要

為了妥善利用珍貴的醫療資源，醫界結合了先進的資訊技術、普及的家庭網路，發展了遠距照護之服務模式。然而過去相關之研究多以客觀醫學臨床角度、護理角度探討遠距照護之實質效益，較少由使用者的主觀知覺感受出發，真正去探索他們在使用遠距照護服務上的行為特質，將遠距照護轉化為科技與人性並重的醫療服務。因此本研究採用設計思考之操作方式，結合使用者服務體驗模型B-A-I架構，以服務過程中使用者之信念、態度、意圖串接起顧客體驗，除了一般所關注的臨床成效與生理方面的改善之外，擬從更全面的生活品質範疇來探討遠距照護服務的體驗與成效，而這些範疇包括心理認知、社會關係、與獨立程度，從中發現使用者需求以及創新之機會。

本研究將十六位深度訪談族群分為兩類型：仍持續使用以及已停止使用遠距照護之病友，將訪談原始資料一步步群集、分類後形塑三項範疇的服務體驗B-A-I架構，最後發現兩類型使用者在初始參與服務的信念即有所差異，前者追求長期穩定監測服務，後者則尋求短期之術後療養；在服務接受過程中，兩類型使用者對儀器操作與服務滿意度較有一致性，然而在病識感、資訊收集態度、與自我照護行為方面，前者較主動，後者則較被動；前者與照護團隊之關係較後者緊密，這些差異性連帶影響病友持續使用以及口耳傳播之意圖。

在進一步深入剖析使用行為背後的成因後，則發現其服務體驗與生活型態、職業、個性等等密切相關，從中幫助遠距服務提供者更了解不同使用者之最終行為背後所隱含的驅動因素，俾使遠距照護團隊日後在服務傳遞中具備深度洞察的脈絡，掌握可行之改善方向。

關鍵字

遠距照護 ； 設計思考 ； 服務體驗 ； 服務品質 ； 生活品質

並列摘要

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.

並列關鍵字

Telehealth ； Design Thinking ； Service Experience ； Service Quality ； Quality of Life

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