Improving Design of Intelligent Clinic Product Service System: A Case Study

Abstract

Abstract The aim of this article, underpinned by service design concept and case analysis, is to show how intelligent clinic and its consultation experience can be better optimized based on product service system theory. With the rapid development of intelligent medical, most researches focus on the hardware, the interaction between users and products while researches on the whole process of service provision is not systematic, which results in the innovation of improving the quality of medical services mainly concentrated in hospitals, medical platforms, family doctors and other fields. To complement the mismatch between facilities and service model of intelligent clinic, typical cases were analyzed to sort out the pain points. From the perspective of hospital, patient and doctor’s value proposition, the new concept of product service system is optimized based on the whole process as well as integrating the concept of scene design. Finally, a service blueprint and a product service system model matched with the intelligent clinic are launched. As the direct result of the optimization, there were predictable and significant improvements in the whole process of service provision and experience.KeywordsProduct service designIntelligent clinicValue propositionService blueprintHuman factors