Korean Institute of Interior Design Journal (한국실내디자인학회논문집)

Korean Institute of Interior Design (한국실내디자인학회)
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A Study on the Holistic Spatial Design Elements for Service User Experiences in Healthcare Facilities

의료 서비스 환경에서 서비스 사용자 경험 디자인 요소에 관한 연구

  • 전수경 (한양대학교 실내디자인학과) ;
  • 남경숙 (한양대학교 생활과학대학 실내건축학과)
  • Received : 2015.06.30
  • Accepted : 2015.08.07
  • Published : 2015.08.31
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Abstract

For last decades, the interests and efforts to enhance healthcare facility users' experience is focused on improving facility environments for healing (Delvin, 2003) and servicescapes in order to meet the users' needs (Becker, 2008; Seunghee, 2011). In the emerging experience economy, customer want experiences and they're willing to pay for the experiences and memories not goods. (Pine, J. & Gillmore, J., 1999). It is important to identify what supports customer experiences and how they perceive the experiences in healthcare environments and it will provide important information for healthcare planners, managers, architects, and interior designers. This study examines the service user experience design elements from a User Experiences design perspective. It focuses on healthcare facilities as user experience elements and build up a conceptual framework that outlines service user experience design elements in healthcare facilities. Literature review and case studies were conducted to build the service user experience design elements according to affordance theory. Findings from this study shows that service user experience design elements were introduced and newly developed which can be categorized into three factors; 1) Functional experiences in the physical environments (safety, accessibility, self-directiveness), 2) emotional expression and cognitive experiences (identifiability/clarity, natural features/pleasant environment, aesthetic elements/playful space, media richness), 3) social relational experiences(closeness, privacy, communication with staff, integrated system). These service user experience design elements will help healthcare facility designers to understand what customer experiences, how they increase the satisfaction, and how they improve facilities for modeling the industry's best practices.

Keywords

References

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