고객경험분석을 통한 건강검진 서비스 디자인

This study has been carried out based on an assumption that general health check-up would become an important content for commercialization of medical service and there needs to be high-quality service as the areas of medication are developing into service format. Customer experiences have been analyzed, complaints and requirement of fifty stakeholder have been analyzed through interview, the results have been used to figure out the current status for modification and adjustment of the examination measurement according to the examination procedure based on the methodology, called Context-specific Experience Sampling & Analysis(CESA), of the health check-up center of Seoul National University Hospital in Bundang.The contents of service design process proposed through figuring out and analysis of current status are as follows. Firstly, the majority of complaints found from preparation procedure of examination including reservation check and inquiry have been found to be caused by anxiety generated from advanced notification. Therefore, activities for customers to visit hospital by preparing examination comfortably have been designed. Secondly, service has been designed for improvement of anxiety which can be generated from examinations including endoscope and blood drawing. This has been to increase sense of relief by checking customer information in advance and providing relevant customer service to reduce painful and difficult parts by which the customer can experience during the examination. Thirdly, service has been extended to check-up in daily life along with the counseling as to the results from examination. That is to say, service has been designed for preparation of health examination in advance and implementation of rules for health management in daily life to improvement of health.