The Service Modeling Study of Telehealth Care System for Elderly by the Service Experience Engineering

• Main Authors: CHANG, TE-SHIN, 張得時
• Other Authors: Tuan, Pan-Chio
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/92619103483342504599

碩士 === 南開科技大學 === 福祉科技與服務管理所 === 100 === The trend of more aging population and fewer children has becoming a global phenomenon. Thanks to the urge demand of elderly and the shortage of nursing resources, the “Telehealth care” industry is booming by users’ point of view to design the system of telehealth care and to popularize it. The service science is basically the principle of telehealth care, but servicing is an intangible product which is hard to specify or patternize. Therefore, the study, which was based on the theory of Service Experience Engineering (SEE) that is developed by Innovative Digitech-Enabled Applications & Services Institute(IDEAS) in 2008, was carried out the contextual inquiry of practical service experience by observation and interview at users’ viewpoint. Five Consolidated Models of Consolidated Flow Model, Consolidated Sequence Model, Consolidated Artifact Model, Consolidated Cultural Model, and Consolidated Physical Model were used to analyze the potential demands of the designation of the telehealth care for elderly. The result revealed that, firstly, it was contributive to understand the users’ lifestyles, behavior patterns and the actual demands and obstacles by SEE observation; secondly, it has concluded the perfect match of the service demand and timing of the telehealth care for elderly applied by SEE and has revealed: (I) An assistant needs to be arranged. (II) The function of the system needs to be improved or expanded. (III) The testing environment needs to be “home-like” designed. (IV) Government funding is suggested cause the unwilling service payment by elderly. The study is to access the establishment of telehealth care by SEE, on one hand, users’ experience can be approached for further study and trying to find the users’ demands and uncover the hidden servie opporturity of telehealth care on the other.