Application of User Experience Map and Safety Map to Design Healthcare Service
Design for healthcare service involves two critical issues: imbed safety and expected user experience. Many researches have already been conducted in this area but mostly consider these two issues separately. This paper described a study in 2015 with Chin
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Abstract Design for healthcare service involves two critical issues: imbed safety and expected user experience. Many researches have already been conducted in this area but mostly consider these two issues separately. This paper described a study in 2015 with Chinese designers who work on healthcare service design, to find out the advantage and disadvantage of the methods they used. Obvious unbalanced consideration between safety and experience has been found in their design process. Based on this result, through case study and theoretical analysis, a possibility to combine the experience map of EBD and safety map of FMEA to help designers coping with healthcare service design issues efficiently is proposed. The initial model of this method is discussed and presented in this paper. Keywords User experience
Safety Healthcare service Design
1 Introduction In order to provide expected healthcare service, two critical issues should be taken into consideration in the healthcare service design: imbed safety and expected user experience. Although many researches have been conducted to propose methods to cope with the healthcare service design issues, previous reports revealed that safety design methods and experience design methods are usually separated. For safety design, the Failure Mode and Effects Analysis (FMEA) is a quite common method to help explore and control potential risks. For user experience design [1], the Experience-based Co-Design (EBCD) method is applied with the goal of improving J. Li L. Liu (&) Y. Zheng College of Design and Innovation, Tongji University, Yangpu, Shanghai, China e-mail: [email protected] J. Li e-mail: [email protected] Y. Zheng e-mail: [email protected] © Springer International Publishing Switzerland 2017 V.G. Duffy and N. Lightner (eds.), Advances in Human Factors and Ergonomics in Healthcare, Advances in Intelligent Systems and Computing 482, DOI 10.1007/978-3-319-41652-6_19
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the subjective user experience [2]. By now, few studies focus on combining safety design and experience design together. As the consequence, the service designers are usually not well supported by effective method that could help them cope with design issues in real healthcare settings with safety and experience consideration together. Especially in china, with the limitation in healthcare resource, experience design is unlikely to be practiced while safety design is by now the generally well recognized requirement in practice [3]. This would significantly influence the quality improvement of healthcare industry. In this paper, we would at first have a review on the popular methods used in healthcare service design, and then investigate 14 designers’ work process and design methods when they are conducting a healthcare service design project. The specific objectives of this paper are: 1. To explore the methods used in healthcare service design to search improvement potentials of these methods. 2. To investigate the designers’ work in a practical healthcare service design
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