目的 以变应性鼻炎（AR）患者日常治疗与养护为切入点,以“数智+”家用中医辅助治疗产品设计开发为目标,探索针对AR养护治疗的家用中药雾化熏蒸服务系统的PSSD方法。方法 首先运用行为观察、深度访谈、体验式研究等用户研究方法,获取变应性鼻炎患者在医疗机构接受中药雾化熏蒸治疗时的体验流程、交互触点、行为动线、情绪起伏、痛点机会等,运用视觉化工具用户旅程图UJM予以呈现。其次,再运用KANO模型分析获取各项需求的属性特征。随后,运用AHP分析构建层次模型并计算各要素的权重值进行排序。最后,以该服务系统的物理与数字触点的创意设计为实证研究。结果 运用UJM-KANO-AHP相结合的需求分析方法获得了14项需求及其相关性排序并以此为设计决策依据完成“数字+中医”服务平台与家用中药雾化熏蒸设备的创意设计。结论 通过“数智医疗-家用雾化熏蒸设备-远程配送”服务链的搭建,可以提升患者在接受中药雾化熏蒸治疗过程的体验。“数智+中医”诊疗产品进家庭,让更多患者可以接受到优质丰富的医疗资源,将进一步提升中医疗法在大众群体的接受度,实现中华传统中医文化的传承与发扬。
Abstract
The work aims to develop "Digital Intelligence+" household Traditional Chinese Medicine (TCM) products and explore the Personalized Smart System for Dermatological (PSSD) methodology for household traditional Chinese medicine atomization fumigation service systems tailored for AR care and treatment, with focuses on the daily treatment and care of patients with Allergic Rhinitis (AR). User research methods, including behavioral observation, in-depth interviews, and experiential research, were applied to gather data on AR patients' experience with traditional Chinese medicine atomization fumigation treatments. This data was analyzed to identify key touchpoints, interactions, and emotional responses, which were visually mapped using the User Journey Map (UJM) to guide the design process. The KANO model was then used to analyze the attribute characteristics of each requirement, followed by the Analytic Hierarchy Process (AHP) to prioritize elements based on calculated weight values. Finally, the creative design of the physical and digital touchpoints of the service system was conducted as an empirical study. By applying the UJM-KANO-AHP need analysis method, fourteen key requirements and their correlation rankings were identified. Utilizing these insights, the creative design of a "Digital+TCM" service platform and household traditional Chinese medicine atomization fumigation equipment was completed. The establishment of a "Digital Intelligent Healthcare-Home Nebulization Fumigation Equipment-Remote Distribution" service chain can significantly improve the patient experience during traditional Chinese medicine atomization fumigation treatments. The integration of "Digital Intelligence+TCM" diagnostic and treatment solutions into homes facilitates broader access to high-quality medical resources, thereby enhancing the public's acceptance of TCM therapies and promoting the preservation and advancement of traditional Chinese medical culture.
关键词
用户旅程图（UJM） /
KANO模型 /
AHP模型 /
中药雾化熏蒸 /
产品服务系统设计
Key words
user journey map (UJM) /
KANO /
AHP /
traditional Chinese medicine atomization fumigation /
PSSD
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基金
广东省哲学社会科学规划项目（GD25CYS63）; 湛江科技学院本科教育教学质量工程项目（WCRHJG-202443）; 中国民办教育协会规划课题（青年课题）（CANQN250854）
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