吴琼 彭晓芳 庞宝术

摘 要 针对当前人口老龄化趋势日渐明显、临终老人多不能得到在外打工子女陪护的情况，设计一款便于沟通的APP。根据服务设计的思维方法进行临终关怀的社会语境、经济政策、社会及技术方面的调查，结合用户旅程图的分析，指出临终关怀这一行为中涉及的三方人群（即患者、家属与院方），对三方群体做分析并寻找问题点。确立设计目标、多层次服务要素、多方参与者属性的基本原则，为临终关怀服务提出方便、迅速和有效需求的APP规划设计，为解决当前临终老人的社会问题提出一个新的思考方向。

关键词 服务设计;临终关怀;系统设计;APP设计

引用本文格式 吴琼，彭晓芳，庞宝术.服务设计视角下临终关怀服务APP设计研究[J].创意设计源，2021（2）：14-19.

Research on Hospice Care Service APP Design from the Perspective of Service Design

WU QIONG，PENG XIAOfang，PANG BAOshu

Abstract In view of the aging trend of the current population is increasingly obvious， the dying elderly are often unable to get the children of migrant workers to accompany the situation designed an APP to facilitate communication.According to the thinking method of service design， the social context， economic policy， social and technical aspects of hospice care were investigated， combined with the analysis of user journey map， the three groups involved in hospice care （i.e.， patients， family members and hospitals） were put forward， and the three groups were analyzed and the problem points were found.The basic principles of design objectives， multi-level service elements and multi-participant attributes are established to plan and design the APP that is convenient， rapid and effective for hospice care services， and to propose a new thinking direction in terms of tripartite relationship for solving the current social problems of the dying elderly.

Key Words service design; hospice care; system design; APP design

引言

2020 年 10 月 23 日，國家民政部预测数据显示，“十四五”期间，中国的老年人口数量即将突破 3 亿，逐步迈入中度老龄化社会。最显著的影响为中国的老年人口抚养比已经由 30 年前的 9% 增长至 17.8%，即当前社会上每百名劳动人口要负担约 18 位老年人[1]。老龄化程度得快速加剧为当前的家庭模式和医疗卫生条件带来了巨大挑战。与此同时，社会对于临终关怀服务的需求亦在不断增加，有此需求的不仅是老人，还有其家属及相关疗养机构。改革开放以来，大量年轻人离开传统“养儿防老”模式的农村前往城市寻找发展机会。老人独自生活、子女定期给予生活费、一年回家一次的老有所养但无所依的现象逐渐增多。……