고객 경험 개선을 위한 의료 서비스디자인 연구 = Medical service design study for improving the customer experience

다국어 초록 (Multilingual Abstract)

This study attempted to look into the situation of introducing service designs of domestic hospitals on the basis of overseas cases successful in improving patients’ experiences through service design in the currently rapid-changing medical industry, comparatively analyze reasons for innovation and draw out indications and developmental directions. For this, it defined the concept of medical service and service design and looked into reasons for introducing service design as one of many methodologies of innovation in the recent medical industry. Results of this study showed that to enable innovation through service design of hospitals necessitates prerequisites of shifting hospital paradigms to customers’ view, designing/sharing clear service visions, running the control tower for continued innovation and etc. It’s also explained that to expand this innovation unto the whole medical industry, medical industry-involved people’s recognition of service design should be strengthened and have them recognize it’s not just an improvement in the visual aspect but also an effective methodology to recognize problems in an integrated way in the medical industry and come up with solutions to them. Also, it found that it can be effective for the whole medical industry to introduce service design to dig out and share small cases of success introducible to not mega projects but to small/medium size hospitals.

참고문헌 (Reference)

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