Study On The Design Of A Context-Aware Outpatient Clinic Guide Service

As the concept of "patient-centredness" continues to grow,it has led to innovative changes in medical services,which has led to the emergence of outpatient consultation services.Therefore,the purpose of this paper is to rationalise the service design of the outpatient guidance system,to facilitate patients’ access to medical treatment,to reduce unnecessary hassles for patients in the process of medical treatment,to provide users with the right service at the right time,and to improve the user’s experience and efficiency of medical treatment.Context-aware emphasises the acquisition,processing and utilisation of contextual information to discover the implicit needs of users and to proactively provide personalised services to them.Using activity-based contextual perception models,real-world observation,questionnaires and interviews,the behavioural stages of outpatient clinic guiding activities are divided and the contextual factors affecting outpatient clinic guiding activities are sorted out,the active contextual factors in different behavioural stages and the impact on user operations are analysed,and the user’s pain points and needs are summarised.Combined with the tools and processes of service design,the process and pain points of outpatient consultation services,various stakeholders and user profiles are sorted out,and outpatient consultation service design strategies are summarised to provide guidance and theoretical basis for design practice.Finally,the theoretical research is applied to concrete design practice to build an outpatient clinic guide service system,draw a service blueprint,and design a context-aware outpatient clinic guide app and guide system based on W Hospital as a carrier.This project combines the theory of context-aware perception with service design,analyses the active contextual factors at different nodes of the service process and their impact on user operations,integrates the user’s needs for outpatient consultation services,and summarises the design methods and strategies under the changes of different active contextual factors to guide the service design.This will provide some reference and basis for the design of future outpatient clinics or other services and products,and continuously improve the user experience.