Abstract
AbstractWith the opening of the two-child policy, the user base of children’s hospitals continues to expand. However, in the service environment of children’s hospitals, the service targets are not single; their direct users are children, but parents also play a key role. Therefore, this paper redesigns the children’s hospital outpatient service system based on the service design process under the double diamond model in four stages: discover, define, develop and deliver. In this paper, we optimize both the service system and the service touchpoints. At the service system level, the design of the consultation app simplifies part of the consultation process and improves the consultation efficiency, thus saving parents’ time and relieving children’s anxiety; at the service touch point level, the use of a guide robot instead of a manual contact saves labor costs and optimizes the interaction form of the robot to improve children’s consultation experience.KeywordsDouble diamond modelService designChildren’s hospitalGuide robot
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