한국병원경영학회지 (Korea Journal of Hospital Management)

한국병원경영학회 (Korean Society of Hospital Management)
권호 표지

사용자 중심 서비스디자인을 활용한 치과예방서비스 개선 사례연구

A Case Study on The Improvement of Dental Clinic Preventive Service Using User-Centered Service Design

  • 신광섭 (경희대학교 일반대학원 의료경영학과) ;
  • 최현철 (경희대학교 일반대학원 의료경영학과) ;
  • 권상지 (경희대학교 일반대학원 의료경영학과) ;
  • 윤치호 (지방공기업평가원)
  • Shin, Kwangsub (Graduate School of Health Services Management, Kyung Hee University) ;
  • Choi, Hyunchul (Graduate School of Health Services Management, Kyung Hee University) ;
  • Kwon, Sang Ji (Graduate School of Health Services Management, Kyung Hee University) ;
  • Yoon, Chiho (Evaluation Institute of Regional Public Corporation)
  • 투고 : 2021.06.29
  • 심사 : 2021.09.06
  • 발행 : 2021.09.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

Purposes: The objective of this study is to analyze service design process of dental clinic preventive service by using 'Double Diamond Design Process' which is user-centered for improving dental clinic management efficiency. Methodology: We examine case study that dental clinic preventive service of local dental clinic. Following the double diamond design four steps(①discover, ②define, ③develop, ④deliver), we use suitable analytic tools in each steps. In discover step, we perform observation and desk research. Next, in define step, affinity diagram, user persona, and user journey map are performed. We then make service blueprint in develop step. Finally, in deliver step, virtual scenario and confirm some outputs which are based on results of former steps are suggested. Findings: As a result of this study, waiting and consulting phases turn out that these phases are in the most trouble than others. Users(patients) have lots of complain and dissatisfaction in these phases. These touch-points will have to be modified Practical Implication: After checking this study result, it could suggest improvement schemes. To apply these, we try to make some scenarios, and finally realize some outputs. Service design has arisen to strengthen the competitiveness by reflecting user's experience and needs. Especially, service design is not typical, it is so flexible that can apply to various situation and objects. We hope that result of this study is made good use for dental clinics in need.

키워드

참고문헌

  1. Dailydental (cited 2021. apr. 10) Available from https://dailydental.co.kr/news/article.html?no=115032.
  2. Oh YH. Mid- and long-term supply and demand estimation study for health and medical personnel. Korea Health Personnel Licensing Examination Institute 2014.
  3. Dentalnews (cited 2019. jan. 2) Available from http://www.dentalnews.or.kr/mobile/article.html?no=23268.
  4. Dailydental (cited 2020. sep. 23) Availabel from http://www.dai lydental.co.kr/news/art icle.html?no=112705.
  5. Korean Dental Association Health Policy Institute. Issue Report vol.29 (cited 2020. May. 24) Available from http://www.hpikda.or.kr/3_publish/issue/.
  6. Dailydental (cited 2021. apr. 28) Available from http://dailydental.co.kr/mobile/article.html?no=115275.
  7. JIN, SB. Working knowledge of National Health Insurance in dental clinic: Dental records and the receipt book. The journal of the Korean dental association, 2016, 54.6: 448-456. https://doi.org/10.22974/JKDA.2016.54.6.005
  8. HIRA. Heathcare Bigdata Hub. Available from http://opendata.hira.or.kr/
  9. Park GC. Preventive Dentistry: Future-Oriented. Jungmunkag 1997.
  10. Kang BW. 4th edition. Chunggoomunhwasa 2007.
  11. Hong HK. Changes in Treatment Behavior and Cost according to the Operation of Preventive Dentistry in University Dental Hospita. 2020. PhD Thesis. Chosun University, Graduate School.
  12. Dailydental (cited 2016. nov. 1) Available from http://www.dai lydental.co.kr/news/article.html?no=96105.
  13. Noh, M, Suh S, Han M. Research and Application of 'Service Design' concept to Medical Spaces. Journal of The Korea Institute of Healthcare Architecture, 2013, 4: 7-12.
  14. Jokinen, H. User-orientation in Facility Service Design: Case: JAMK University of Applied Sciences. 2016.
  15. Stickdorn, M, Hormess ME, Lawrence A, Schneider J. This is service design doing: applying service design thinking in the real world. " O'Reilly Media, Inc.", 2018.
  16. Ministry of Trade, Industry and Energy. Heatlhcare Design First Aid Kit. Ministry of Trade, Industry and Energy 2013.
  17. Jang KS, Chung KH, Kim YH. A Literature Review of Research on Medical Service Design in Korea. Journal of Korean Academy of Nursing Administration, 2018, 24(1): 85-96. https://doi.org/10.11111/jkana.2018.24.1.85
  18. Design Counsil. Design methods for developing services, 2019.
  19. Pichlis, D. Service design tools for visualising and prototyping; A sustainable meal case. Master dissertation, Aalto University, 2014.
  20. Klaar, JM. How to have your cake and eat it too: an introduction to service design. BIS Publishers, 2014.
  21. Suh CJ, Lee HJ. A Case Study on Applying Service Design Methodology to Improve the Premium Food Market Experience. Journal of Korean Service Management Society, 2018, 19(4):201-220. https://doi.org/10.15706/jksms.2018.19.4.010
  22. Lee KS, Kim YS, Choi JG, Kim SY. A Study on Service Improvement of Department Store Using Service Design Methodologies. Journal of Korean Service Management Society, 2015, 16(1):225-243.
  23. Kim SY, Paik HR, Kim YJ. Developing Dental Service Guideline for Disabled Patients-Using Service Design Methods. Korean Journal of Hospital Management, 2017, 22.3: 118-132.
  24. Cho JD. Creative Convergence Capstone Design with PBL, Hanbit Academy 2015.
  25. Leutgeb, V, Schongassner, F, Schienle, A. Electrocortical effects of directing attention during visual exposure in dentophobia. International journal of psychophysiology, 2014, 93.2: 235-241. https://doi.org/10.1016/j.ijpsycho.2014.05.003
  26. Noh, M. Case of Service Design Process for Medical Space Focused on Users. Journal of The Korea Institute of Healthcare Architecture, 2015, 21.4:27-36. https://doi.org/10.15682/jkiha.2015.21.4.27
  27. Stefan, M. Service Design Practical access to an evolving field. Mater dissertation, Koln International School of Design, Germany, 2005.
  28. Lee, DM, Park, HJ, Lee, DI. The Study on Service Design Development for Pharmacy Users: Using Smart Phone Application. Journal of the Ergonomics Society of Korea, 2012, 31.1: 93-100. https://doi.org/10.5143/JESK.2012.31.1.93