Research On Information Service Optimization Of Online Medical Platform Based On User Experience Map

Relying on the rapid development of mobile Internet and the wide application of mobile devices,as well as people’s growing demand for medical and health services,various online medical platforms such as mobile medical information service apps and online professional medical information service websites emerge at the historic moment,and medical informatization has become an inevitable trend.More and more medical institutions begin to use information technology means to improve medical quality and efficiency.Online medical platform provides people with a number of medical information services such as appointment registration,online consultation,disease diagnosis and treatment,health management,etc.Information service plays an important role in online medical platform,which not only helps doctors improve the efficiency of diagnosis and treatment,convenient for patients and health management,but also provides medical institutions with better management and cooperation.With the continuous development of online medical platform construction,a large number of information service quality problems emerge in an endless stream,and user experience is a key factor to measure the information service quality of online medical platform.The user experience map accurately measures the user experience from a global perspective,visualizes the interactive behaviors,actual feelings and emotional changes of users in the process of using the information service of the online medical platform,so as to accurately control the pain points and service opportunities of users.The user experience map provides an important basis for the optimization of the information service of the online medical platform.Wuhan Union Hospital,as one of the first Class III hospitals in the country,has a large user base and rich data dimensions.Therefore,the wechat public account of Wuhan Union Hospital is selected as the research object in this paper.This paper firstly reviews the research status of online medical information service and user experience map at home and abroad,and summarizes the knowledge of information service,online medical platform and user experience map.Secondly,it investigated the medical treatment process of the online medical platform of Wuhan Union Hospital through the network,and analyzed the specific content of information services contained in different processes.Then,two types of target user roles were determined by questionnaire survey.The main target users were young and middle-aged patients alone,and the secondary target users were elderly patients accompanying patients.Different typical service scenarios were selected according to the different medical needs of the two types of target users.It covers the whole process of the user’s medical treatment.Then,through one-to-one interviews with target users,user behaviors,goals,interactive contact points,ideas and feelings in different service scenarios are determined,and user emotions are quantified by Likert satisfaction scale,so as to draw a complete user experience map.Finally,through the emotional curve drawn and the user feelings collected from interviews,the pain points and service opportunity points of users were analyzed and sorted out,so as to summarize the main problems of the information service of the online medical platform,and propose corresponding optimization strategies for the information service of the online medical platform.Based on the perspective of user experience map,this study discussed the internal correlation between user experience and online medical platform information service,helping to improve the research on online medical platform user experience and online medical platform information service optimization.