康复训练服务系统中的触点优化设计研究

陈钰珺; 杨涛; 徐铮; 邱湧政; 侯美金

doi:10.19554/j.cnki.1001-3563.2026.04.009

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包装工程（设计栏目） ›› 2026, Vol. 47 ›› Issue (4) : 100-113. DOI: 10.19554/j.cnki.1001-3563.2026.04.009

工业设计

康复训练服务系统中的触点优化设计研究

陈钰珺¹, 杨涛^1,2,*, 徐铮¹, 邱湧政³, 侯美金^2,4

作者信息 +

Contact Point Optimization Design in Rehabilitation Training Service System

CHEN Yujun¹, YANG Tao^1,2,*, XU Zheng¹, QIU Yongzheng³, HOU Meijin^2,4

Author information +

文章历史 +

摘要

目的在加速推进数智化医疗服务平台建设趋势下,探索相应的康复训练服务触点优化设计方法,从而提升系统的服务质量与用户的实际体验。方法首先,该方法基于服务设计理念洞悉康复训练全触点,以三角模糊函数结合修正法,兼顾用户差异评估触点满意度与重要性;其次,将质量功能展开功能层级嵌入失效模式和效应分析流程,构建产品功能与人工服务双维失效模型,结合用户感知计算风险优先序列以完成触点失效分析;最后,根据序列结果并结合产品功能与人工服务的转换性完成对康复训练服务系统优化方案的制定与验证评价。结果选取三甲康复医院的上肢康复训练服务流程为案例进行验证,结果精准定位了6项关键触点,充分考虑产品-人工双向优化,显著提升了失效触点满意度。结论该流程能够有效识别关键触点,兼顾产品与人工失效以输出优化方案,提升系统服务与用户体验,为康复训练系统的服务设计优化提供方法借鉴。

Abstract

The work aims to explore corresponding optimization methods for rehabilitation training service touchpoints amid the accelerating trend of digital and intelligent healthcare platform development, thereby enhancing system service quality and user experience. Firstly, based on service design principles, comprehensive touchpoints throughout the rehabilitation training process were identified. A triangular fuzzy algorithm was employed in combination with the correction method to evaluate touchpoint satisfaction and importance by comprehensively considering user variability. Secondly, failure analysis was conducted on key touchpoints. Considering that failure causes under multiple demands involve both product functionality and human service dimensions, the functional hierarchy diagram model from Quality Function Deployment was embedded into FMEA. Combined with user perception evaluation, risk priority factors were calculated to generate a sequence of service failure analysis results. Finally, based on these results and integrating product functionality with human services, an optimization plan for the rehabilitation training service system was formulated and validated. With the upper limb rehabilitation training service process of a top-tier rehabilitation hospital as a case study for validation, the results demonstrated that this method effectively located 6 critical touchpoints, giving full consideration to two-way optimization of product functionality and human services, and significantly improving the satisfaction of failed touchpoints. In conclusion, the process can effectively identify key touchpoints, comprehensively consider failures caused by both product functionality and human services, provide optimization design insights for service touchpoints, ultimately enhance system service levels, improve user experience satisfaction, and offer methodological references for optimizing service design in complex systems such as rehabilitation training.

导出引用1

陈钰珺, 杨涛, 徐铮, 邱湧政, 侯美金. 康复训练服务系统中的触点优化设计研究[J]. 包装工程. 2026, 47(4): 100-113 https://doi.org/10.19554/j.cnki.1001-3563.2026.04.009

CHEN Yujun, YANG Tao, XU Zheng, QIU Yongzheng, HOU Meijin. Contact Point Optimization Design in Rehabilitation Training Service System[J]. Packaging Engineering. 2026, 47(4): 100-113 https://doi.org/10.19554/j.cnki.1001-3563.2026.04.009

中图分类号： TB482

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