Research On The Service Design Of The Mental Health Of The Disabled Elderly In The Community From The Perspective Of Service Encounter

Due to the gradual decline or loss of physical functions of the disabled elderly,their living conditions will be quite different from the previous ones,leading to psychological problems.At present,the domestic community’s medical and living services for the disabled elderly have developed rapidly,but the services in the direction of mental health have shown a sluggish state.In this social background,this article takes service encounter as the theoretical breakthrough,focuses on the "home chat" service with high demand intensity,and changes the current service status through design.In the theoretical research stage,through inquiries on the related theories of service encounter,we sort out the development process of its definition,the identification of contact points,the four service contact models,and the relationship with "customer experience" and"customer satisfaction.Combining the background of the subject,the author focuses on service contact mainly on the interaction between service recipients and service providers,and selects the CIT method as the key method for subsequent research and analysis.In the related research on the mental health of the disabled elderly,firstly clarify the definition of disability,the judgment of disability,and the influence of disability on the mentality of the elderly.Then,based on the desktop survey and the physical survey,we can understand the current community ’ s Psychological service methods and content,and summarize the shortcomings of existing models.In the user research phase,the entire research process is divided into two major phases.The pre-investigation phase needs to select user samples to understand the life style of disabled elderly people,collect a large number of events that affect their psychology,and use the CIT method to filter and cluster.Different event categories,and then focus on the "home chat" service through the demand intensity score.In the in-depth research,first select 2typical users from the pre-surveyed user samples for return visits,and then combine the interviews with social workers and volunteers to learn more about the interaction details of the disabled elderly in the "home chat" process,and pass again The CIT method digs out the unsatisfactory contact incidents of users in the entire service process and serves as a direction guide for service design.In the conceptual design stage,focusing on the two directions of "unreasonable service arrangements" and "boring chats" during the chat process,two user portraits for the disabled elderly and social workers were constructed to locate detailed demand points.After analysis,a detailed design was launched for the three points of "precise matching of services","multiple choice of topics",and "heart-warming stories".Taking into account the different characteristics of social workers and disabled elderly groups,design an APP for social workers.You can arrange service hours according to the prompts,prepare things to carry and chat topic materials according to the specific situation of the elderly;design an app for the disabled elderly Available "topic package",they can choose more interesting topics to start chatting.Based on the analysis of service encounter theory and the application of CIT method in home chat service encounter,this paper proposes an innovative solution to effectively solve "unreasonable service arrangements" and "chat boring" in the chat process.