Research On Service Design Of Help-seeking For Elderly People In Nursing Home Based On Context-awareness

Under the social context where the amount of the aged population is rapidly growing and the care service system for elderly people is improving,many elderly people choose to live in nursing homes.However,due to lack of staff and resources in the nursing homes or the inexplicit demand from the elderly,the elderly might not be able to receive timely help in various situations,resulting in different levels of physical and mental health injuries.Therefore,service design intervention is necessary.The purpose of this research is how to proactively receive demands from the elderly and provide suitable services for them.Context-awareness emphasizes that through the acquisition,processing and utilization of contextual information,designers discover the implicit needs of users and proactively provide personalized services to users.Based on this theory and combined with the general strategic process of service design,this research proposes a context-awareness service design process for nursing home help services,including service prospect analysis and design direction establishment,situational demand research and insight construction,service design strategy output,and design execution and research based on these processes.In the user research phase,the PDEAS context observation framework is constructed according to the characteristics of the service users and utilized to obtain five kinds of context information such as people,device,environment,activity,and service.With in-depth research and the analysis of the expected needs of the elderly and the service providers,the typical help-seeking cases,the use of the help-seeking devices,the influence factors of the service environment,and the help-seeking service process,the contextualized demand model of the help-seeking service was acquired.Through cluster analysis,the following design opportunities are obtained: multi-dimensional nursing home help-seeking system,visual design of help-seeking information,and experience optimization for both service users and service providers.Based on the research results of situational needs,this research builds anursing home help-seeking service system,comes up with strategies of content construction,information design,experience design according to different design opportunities,and finally completes the design.This research reshapes the service design process through theoretical study and combines the PDEAS context framework to obtain the explicit and implicit needs in the nursing home help-seeking service,and to carry out the service design,enriching the original service content and improving the user experience.At the same time,this research provides theoretical guidance for similar service designs in the future.