Analysis of Touchpoints in the Service Design of Type II Diabetes Health Management System

Abstract

This study focuses on the service touchpoint design of the Type II Diabetes Health Management System, aiming to explore how optimizing these touchpoints can enhance patients' treatment experience and self-management capabilities. The research thoroughly analyzes the roles of interpersonal, physical, digital, and sensory touchpoints in disease management. It points out that interactions with healthcare professionals, the usability of health management applications, the prevalence of medical monitoring devices, and the reinforcement of family and social support significantly impact patient satisfaction and health management efficiency. This study not only provides practical design guidelines for health services but also offers theoretical and empirical support for future service system design, promoting the development of the field of health service design.