体验价值创新视角下的社区上门照护服务设计研究
Research on Community Home Care Service Design from the Perspective of Experiential Value Innovation

目的：通过构建社区上门照护服务系统来激发老人自立支援的内在能力，提升护理人员的照护效率和满意度，形成综合连续的照护服务内容。方法：在体验价值创新设计方法下，采用半结构化访谈、圆桌会谈和案例分析法，对上门照护服务现状、服务模式和辅助产品进行分析，围绕养老护理人员的照护动机、照护内容、服务行为、辅具支持、照护需求和期望愿景等方面进行深入调研，运用扎根理论将需求信息进行编码、归纳和提炼，获取社区上门照护服务的服务缺口与产品机会。结果：形成移动辅助、耐久防护、日常照护和社会支持四大需求维度的社区上门照护服务需求体系，构建服务设计策略模型，指导上门照护服务系统的设计与建构，输出上门照护服务App和照护工具包的设计实践。结论：上门照护服务系统从体验价值创新视角下，提升社区照护的连续性、照护服务与辅助产品的协调性，致力于社区照护服务资源向家庭延申，为老年照护提供新的设计路径。
Objective: This paper aims to build a community home care service system to stimulate the inherent ability of the elderly to support themselves, improve the care efficiency and satisfaction of nursing staff, and form a comprehensive and continuous care service content. Methods: Under the innovative design method of experiential value, semi-structured interviews, round-table talks and case analysis were used to analyze the status quo, service mode and auxiliary products of home care service, and in-depth research was conducted around the care motivation, care content, service behavior, assistive devices support, care demand and expectation vision of elderly nurses, and the demand information was coded, summarized and refined by using grounded theory to obtain the service gap and product opportunities of home community home care service. Results: The demand system of community home care service with four demand dimensions: mobile assistance, durable protection, daily care and social support was formed, and the service design strategy model was constructed to guide the design and construction of home care service system, and the design practice of home care service App and care toolkit was exported. Conclusion: Onsite care service system can improve the continuity of community care and the coordination between care services and auxiliary products from the perspective of ser-vice experience, and devote itself to extending community care service resources to families, thus providing a new design path for elderly care.