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.
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Li, J., Liu, L., Zheng, Y. (2017). Application of User Experience Map and Safety Map to Design Healthcare Service. In: Duffy, V., Lightner, N. (eds) Advances in Human Factors and Ergonomics in Healthcare. Advances in Intelligent Systems and Computing, vol 482. Springer, Cham. https://doi.org/10.1007/978-3-319-41652-6_19
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DOI: https://doi.org/10.1007/978-3-319-41652-6_19
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