Exploring Information Support in Mobile Terminal Guidance in the Context of Medical Service

摘要

The healthcare industry is closely associated with citizens' well-being. In the context of the experience economy, healthcare experience has drawn substantial attention in the past decades. However, the role of information and knowledge support in improving healthcare experience is largely neglected. To fill this gap, this paper explores how to use mobile application to enhance information support between participants (patients, companions and staffs) and ultimately improve healthcare experience. Specifically, our study is based on the discussion of refractive surgery services in an ophthalmic hospital in Guangzhou, China. We design a mobile terminal guidance application which provides patients with instructions that are clear and easy to understand, shares real-time patients' surgery progress to their companions, and helps participants to exchange medical records efficiently. This application will greatly improve the effectiveness of communication among patients, companions and medical service providers, reduce doctor-patient conflicts, and even help achieve better treatment results. This study includes four phases. First, we attempt to understand how participants feel and why they feel so by means of observation and interview. Second, we discuss how participants affect each other and identify our design objectives by user journey map and relationship map. Third, we provide solutions for how to accomplish the design objectives, and how to integrate solutions into one mobile application by quick validations and storyboard. In the last phase, we explain how the design works by service blueprint.