Research On Medical Service Design In Mountain-Type Scenic Spots Caring For Special Groups

The change of service mode in tourism industry,the emphasis on tourists’ experience needs and the intelligence of various services provide opportunities for the development and change of traditional scenic tourism service industry.As a country with two-thirds of its land area dominated by mountains and hills,the special topography of mountainous scenic spots attracts many tourists,but this also causes the restriction of mountainous scenic spots to meet the needs of tourists,especially the "special group" of tourists.According to the geographic features,climate features,altitude features and other influencing factors of mountainous scenic spots,special groups are divided into two categories,one is the group of people who are susceptible to basic diseases induced by the factors of mountainous scenic spots,such as hypertension patients and asthma patients,etc.;the other is the group of people who do not have the above basic diseases but whose physical conditions are more susceptible to emergencies caused by the influencing factors of mountainous scenic spots than normal people,such as children’s bruises and sprains.This paper uses service design research methods and tools to explore the needs of special people in mountainous scenic spots and the current status of scenic medical services,to transform the pain points and functions of the acquired user needs,and to build a strategy and model for designing scenic medical services for special people.This paper firstly investigates the current situation of medical services in mountainous scenic areas,composes and analyzes the current situation of service process,hard and soft services in the case of medical services in mountainous scenic areas,and further clarifies the research target and research content.Secondly,we conducted semi-structured interviews with target users and stakeholders based on the results of desktop research and field research in mountainous scenic areas,sorted out the pain points and demand points in the process of medical services in scenic areas through interviews and questionnaires,refined the service contact points and opportunity points and transformed them by combining with user journey maps,and obtained the direction of service design intervention in medical services for special people in mountainous scenic areas.Then,we systematically analyze the elements of medical services for special people in mountainous scenic areas,sort out the functions,contents and service blueprint through the stakeholder map,and complete the basic service design module layout,so as to output the medical service design strategy for special people in mountainous scenic areas,and on this basis,we design the medical service platform for mountainous scenic areas to care for special people,and provide a good service for On the basis of this,we have designed a medical service platform for mountainous scenic spots to provide good medical service and experience for "special people",and established a logic and reform focus for tourism service model in mountainous scenic spots in the future,so as to promote the development of public service system for "special people".