Age-inclusive Service Demands Based on the KANO-AHP Model and Digital Healthcare Experiences

FENG Shujiao; CHEN Wen; SONG Dongjin; HAN Han

doi:10.19554/j.cnki.1001-3563.2026.12.010

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Packaging Engineering ›› 2026, Vol. 47 ›› Issue (12) : 126-139. DOI: 10.19554/j.cnki.1001-3563.2026.12.010

Industrial Design

Age-inclusive Service Demands Based on the KANO-AHP Model and Digital Healthcare Experiences

FENG Shujiao¹, CHEN Wen¹, SONG Dongjin², HAN Han^1,*

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Abstract

The work aims to optimize the age-inclusive experience of digital medical services, improve the rationality of demand configuration, and provide theoretical support and design guidance for system optimization. Field research was conducted with service walk-through and constructive interaction methods. Combined with behavioral observations, questionnaires and interviews, a medical journey map for elderly users was constructed. Seven categories of demands including learning demands and fault tolerance demands were identified, covering a total of 25 initial demand items. Based on the conclusions of the KANO analysis, an AHP model was constructed. Following expert scoring and consistency testing, the weight of each demand and the comprehensive ranking were calculated, ultimately forming a hierarchy of digital medical demands for elderly users. Concurrently, the correlation between independent variables including age group, educational attainment, living alone status, underlying medical conditions, mobile phone usage time, internet experience, and frequency of medical visits and user demands was analyzed. Among the demand categories, the importance of demands such as rest, ad pop-up blocking, and successful operation step reminders ranked highly. Among all variables, internet usage experience showed the most significant correlation with satisfaction levels across all demand categories. A hierarchy of demands for elderly users is constructed. From the perspectives of hierarchical demand satisfaction, collaborative optimization of three types of touchpoints, precise configuration of user portraits, and coordinated evolution of digital literacy improvement and inclusive design, service design strategies for age-inclusive digital medical care are proposed, providing a theoretical basis for targeted optimization of digital medical systems catering to elderly users.

Key words

KANO / AHP / digital medical care / age inclusiveness / digital literacy

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FENG Shujiao, CHEN Wen, SONG Dongjin, HAN Han. Age-inclusive Service Demands Based on the KANO-AHP Model and Digital Healthcare Experiences[J]. Packaging Engineering. 2026, 47(12): 126-139 https://doi.org/10.19554/j.cnki.1001-3563.2026.12.010

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