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系統識別號 U0026-0708201417545200
論文名稱(中文) 提升高齡者在候診區之使用者經驗:醫療叫號系統之介面設計
論文名稱(英文) Improve the Elderly’s User Experience in Outpatient Department : The Interface Design For Medical Queuing System
校院名稱 成功大學
系所名稱(中) 工業設計學系
系所名稱(英) Department of Industrial Design
學年度 103
學期 1
出版年 103
研究生(中文) 曾琬婷
研究生(英文) Wan-Ting Tseng
學號 P36994052
學位類別 碩士
語文別 中文
論文頁數 109頁
口試委員 指導教授-吳豐光
口試委員-朱旭建
口試委員-洪郁修
中文關鍵字 叫號系統  介面設計  高齡者  使用者經驗 
英文關鍵字 Interface Design  User Experience  Medical Queuing System  Elderly 
學科別分類
中文摘要 在候診區,醫療相關服務的電子化已經是近來的潮流,智能化的叫號系統提供了候診病患新的選擇,高齡化社會是未來設計師將會面對的重要議題,縱合以上兩點,本研究的目標為替高齡者提供更優良的就醫環境,根據使用者經驗分析,企圖以年長者角度思考能促進在候診區等候經驗之介面設計。

本研究分為三階段,第一階段採用混合式焦點團體法進行使用者經驗萃取,探討了高齡者在候診時面對叫號系統的各種問題、以及功能需求,並和專家討論介面的設計元素。第二階段則為叫號系統的介面設計,對前端匯集之資料進行概念收斂與修正,設計成果將會進由設計專家進行啓發式評估。最後,本研究在第三階段介面評估與驗證的實驗中,歸納出符合高齡者需求的數個介面以及其設計之趨勢。

本研究發現,記憶力衰退越多的高齡者對於叫號系統上提示個人姓名的敏感度較
高,然而記憶力衰退和年齡增長並不成正比關係。另外,高齡者也肯定了本研究呈現「未來等待資訊」的設計結果,根據評估問卷和非結構訪談,提供「未來等待資訊」、「橫式排版」、和「姓名資訊」之設計不僅降低了其心理負荷,主觀喜好與滿意度表現亦十分優良。
英文摘要 In the outpatient area, the electronic medical related services had become popular trend in recent years, the intelligent medical queuing system provides a new choice for the patients.

The aging society is the main issue that designers will face in the future, therefore, combining both viewpoints, this study aims to bring out a better environment for medical treatment on behalf of the elderly. Based on the user experience analysis, this study attempts to think from the older person's aspect to create an queuing interface which improves the waiting experience in outpatient area.

The study consists of three stages, the researcher used mixed focus group to extract the user experience in the first stage. It was discussed the problems, as well as functional requirements, of using the medical queuing system when elderly people waiting, and asked design experts to offer opinion of interface design elements. In the second stage“Interface Design of Queuing System”, the data acquisition went through the convergence and correction, and the design concept was assessed by Heuristic Evaluation. Finally, through the interface verification experiments, the researcher summarized the interfaces which meet the needs of elderly and its design trend.

This study found that older people with more memory deterioration have higher sensitivity of personal information shown on the queuing interface; however, there is no specific relationship between the memory deterioration and the age of subject. In addition, the elderly affirmed the" waiting information of future" showing on the interface design results of the study, according to the questionnaire and non-structural interview, it was shown that this information reduces the mental load demand , and its performance of subjective preferences and satisfaction was also very good.
論文目次 摘要 i
Abstract ii
致謝 iii
目錄 iv
表目錄 ix
圖目錄 xi
第一章、緒論 1
1-1 研究背景與動機 1
1-1-1高齡化社會之趨勢 1
1-1-2台灣的醫療環境與叫號系統 1
1-1-3背景調查 3
1-1-4小結 7
1-2 研究目的與重要性 7
1-2-1候診的時間成本:等待 7
1-2-2高齡者的使用者經驗 9
1-2-3小結 9
1-3 研究範圍與限制 10
1-4 研究架構 10
第二章、文獻與理論探討 13
2-1高齡使用者 13
2-1-1高齡者定義 13
2-1-2高齡者心生理演變 13
2-1-3小結 14
2-2使用者中心設計 14
2-2-1使用者經驗 14
2-2-2使用者認知 16
2-2-3小結 18
2-3設計原理與相關研究 19
2-3-1人機互動介面 19
2-3-2通用設計準則與介面相關研究 20
2-3-3注意力與回饋 21
2-3-4小結 22
2-4 相關研究方法 23
2-4-1 高齡參與者介入之研究 23
2-4-2 介面評估之方法 23
2-4-3小結 24
第三章、研究方法與實驗規劃 25
3-1 實驗目標 25
3-2 實驗架構 25
3-3 實驗流程與步驟 27
3-4 實驗規劃 29
3-4-1 第一部分:研究調查與使用者經驗分析 29
3-4-1-1 實驗一「 設計參數彙整」規劃 30
3-4-2 第二部分: 構想實作與修正 31
3-4-2-1 實驗二「啓發式評估」的規劃 31
3-4-3 第三部分: 設計評估與驗證 32
3-4-3-1 實驗三「 介面測試與評估」之規劃 33
第四章、 介面設計 35
4-1 研究調查與使用者經驗分析 35
4-1-1實驗場域配置 35
4-1-2 焦點團體之數據節錄與設計結果 36
4-1-3 設計參數彙整 44
4-1-4 使用者經驗與設計概念小結 45
4-2 構想實作與修正 47
4-2-1 介面發展與設計規範 47
4-2-2 初次修正-啓發式評估結果 50
4-3 介面設計小結 53
4-4 假設 55
第五章 設計評估與驗證 56
5-1 Pilot Test 實驗設計 56
5-1-1 介面評估內容 56
5-1-2實驗場域配置圖 59
5-2 Pilot Test 結果與再修正 60
5-2-1 前測敘述性統計結果 60
5-2-2 前測實驗篩選與修正 64
5-3主實驗結果 67
5-3-1 評估問卷結果 72
5-3-2 質性訪談結果小結 76
第六章 分析與討論 78
6-1 焦點團體法與高齡者 78
6-2 評估變項討論 79
6-2-1實驗實行討論 79
6-2-3 使用者經驗評估 83
6-3 驗證假設與趨勢 85
第七章 結論與建議 88
7-1 結論 88
7-2未來方向與設計建議 89
7-3 研究限制 90
參考文獻 91
附錄 96
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