Contact Point Optimization Design in Rehabilitation Training Service System

CHEN Yujun; YANG Tao; XU Zheng; QIU Yongzheng; HOU Meijin

doi:10.19554/j.cnki.1001-3563.2026.04.009

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Packaging Engineering ›› 2026, Vol. 47 ›› Issue (4) : 100-113. DOI: 10.19554/j.cnki.1001-3563.2026.04.009

Industrial Design

Contact Point Optimization Design in Rehabilitation Training Service System

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

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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.

Key words

user touchpoints / failure mode and effects analysis / fuzzy satisfaction importance analysis / quality function deployment / rehabilitation training

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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

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