OVERVIEW
项目概述
Problem Statement项目概述
问题陈述
Many elderly individuals in China face difficulties visiting hospitals alone due to complex outpatient procedures and a lack of tailored support. They often struggle with navigating the hospital, managing multiple documents, and understanding instructions, leading to anxiety and confusion.
中国许多老年人因门诊流程复杂且缺乏专门支持，独自就医时面临困难。他们通常在医院导航、管理多种文件以及理解指示方面存在困难，导致焦虑和困惑。
The FRAME project designs a lightweight wearable device providing step-by-step guidance tailored to elderly patients. This system offers clear digital navigation, real-time queue updates, voice assistance, and simplified information delivery, empowering the elderly to visit hospitals independently with less stress.
FRAME 项目设计了一种轻便的可穿戴设备，为老年患者提供逐步指导。该系统提供清晰的数字导航、实时排队更新、语音辅助和简化的信息传递，帮助老年人独立就医，减轻压力。
My Contribution我的贡献
I led user research, conducted interviews, and gathered insights from elderly patients. Based on the findings, I helped define user needs and crafted design principles for the wearable device. I also developed wireframes and collaborated on refining the service blueprint to align with patient needs and hospital infrastructure.
我主导了用户研究，进行访谈并收集了老年患者的见解。根据调研结果，我帮助定义用户需求并制定了可穿戴设备的设计原则。此外，我开发了线框图，并与团队合作完善服务蓝图，以满足患者需求并与医院设施匹配。
8周 （2019年11-12月）
Project Info项目信息 Course Group Project
课程小组作业
Team Members
小组成员
Alicia Sun
Mingyue Li
Jinyu Wang
Mengyi Hu
Tools工具 Figma, Sketchup, Procreate and Adobe Illustration
1.
DISCOVER & DEFINE
「Identify user needs and define design goals.」探索与定义 「识别用户需求并确认设计目标。」
Fieldwork Research
实地调研研究
Research Methods / 调研方法：
The study combined online and offline surveys and conducted field observations at a traditional medicine hospital. A total of 266 valid questionnaires were collected. The team recorded elderly patients’ behaviours in various hospital locations, such as the pharmacy and waiting hall.
本研究采用了线上线下相结合的问卷调研以及实地观察。在线上和线下，调研团队于2019年11月25日收集了280份问卷，其中266份问卷有效。研究团队还前往上海的香山中医医院进行了实地观察，记录了老年患者在不同医疗场所的行为。
The study combined online and offline surveys and conducted field observations at a traditional medicine hospital. A total of 266 valid questionnaires were collected. The team recorded elderly patients’ behaviours in various hospital locations, such as the pharmacy and waiting hall.
本研究采用了线上线下相结合的问卷调研以及实地观察。在线上和线下，调研团队于2019年11月25日收集了280份问卷，其中266份问卷有效。研究团队还前往上海的香山中医医院进行了实地观察，记录了老年患者在不同医疗场所的行为。
Research Findings / 调研发现：
- Complex Medical Procedures: 68% found the outpatient process complicated; 54% needed full preparation. 复杂的医疗流程：68%的老年患者认为门诊流程复杂，54%表示看病时需要做好充分准备。
- Documentation and Info Access: Elderly patients carried multiple cards and documents but still struggled to find useful information from signs. 文档负担和信息获取困难：老年人携带多种证件，使用布袋和旅行包来存放文件。但他们依然难以从医院的标识中获得有用的信息。
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Queue and Navigation Issues: They didn’t trust the queue system and relied on staff for guidance.排队和导航问题：老年人对排队系统缺乏信任，依赖工作人员获取指导信息。
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Medication and congestion: Using carts to carry medications increased hallway congestion.用药和交通拥堵：老年患者会使用购物车携带药物，这导致医院走廊的拥挤情况加剧。
Stakeholders Needs
利益相关者需求
Based on interviews, we summarised the core requirements of different stakeholders for the new service system and visualised them in an expectation map. The map outlines the main demands of elderly patients, family members, nurses, doctors, and hospital managers.
根据访谈，我们总结了不同利益相关者对新服务系统的核心需求，并在期望图中进行了可视化。期望图概述了老年患者、家庭成员、护士、医生和医院管理者的主要需求。
根据访谈，我们总结了不同利益相关者对新服务系统的核心需求，并在期望图中进行了可视化。期望图概述了老年患者、家庭成员、护士、医生和医院管理者的主要需求。
- Elderly patients’ needs: seeking clear guidance and a secure healthcare experience.
老年患者的需求：追求清晰的指引和安全的就医体验。
- Family Members’ Needs: Emphasising privacy protection and the convenience of accompanying elderly relatives.
家庭成员的需求：强调隐私保护和陪同老年亲属的便利性。
- Nurses and Doctors’ Needs: Requiring efficient guiding services to reduce their workload without adding congestion to the hospital.
护士和医生的需求：需要高效的指引服务，以减轻工作负担，同时不增加医院的拥堵。
- Hospital Managers’ Needs: Emphasising low maintenance costs for the system and improvements in infrastructure to enhance overall healthcare quality.
医院管理人员的需求：强调系统维护的低成本和基础设施的改善，以提高整体医疗服务质量。
Initial Design Direction
初步设计方向
We cross-analysed the feedback from stakeholders and categorised their demands into six main areas: information transmission, guide services, voice assistance, staff services, product design of output devices, seniors’ usage preferences, task checks, and improvement of hospital infrastructure. This comprehensive demand analysis laid the foundation for further system design, ensuring the new service could better meet the needs of elderly patients and related stakeholders.
我们根据利益相关者的反馈，交叉分析了他们的需求，并将其划分为六个主要维度，包括：信息传达、服务指引、语音助手、员工服务、输出设备的产品设计、老年人使用偏好、任务检查和医院基础设施的改善。这种跨领域的需求分析为系统的进一步设计奠定了基础，使得新服务能够更好地满足老年患者及相关利益方的需求。
我们根据利益相关者的反馈，交叉分析了他们的需求，并将其划分为六个主要维度，包括：信息传达、服务指引、语音助手、员工服务、输出设备的产品设计、老年人使用偏好、任务检查和医院基础设施的改善。这种跨领域的需求分析为系统的进一步设计奠定了基础，使得新服务能够更好地满足老年患者及相关利益方的需求。
2.
DESIGN & DEVELOP
「Generate solutions, create and test prototypes.」设计与发展 「构思解决方案，制作并测试原型。」
Define the Design Scope
界定设计范围
The project aims to create a medical service system called “FRAME” for elderly patients. It focuses on helping seniors complete medical processes independently, reducing their anxiety during outpatient visits. By using lightweight wearable devices and an intuitive interaction system, FRAME aims to simplify outpatient care and improve the experience for patients and hospitals.
项目旨在为老年患者创建一个名为“FRAME”的医疗服务系统，帮助老年人独立完成就医流程，减少就诊过程中的焦虑感。通过轻便的穿戴设备和直观的交互系统，FRAME简化了就诊流程，提升了患者和医院的体验。
Wireframes
线框图
The wireframes emphasise clarity, minimalism, and reliability. Key features like queue position information, indoor navigation, and guidance systems are designed to provide elderly users with a clear, intuitive experience.
线框图强调清晰、简约和可靠，设计了队列位置信息、室内导航和指引系统等核心功能，为老年用户提供直观的使用体验。
Service Blueprint
服务蓝图
The blueprint outlines the entire medical journey, detailing each step from check-in to leaving the hospital. It includes user actions, touchpoints, and backstage processes to maintain consistency and efficiency in service delivery.
蓝图概述了完整的就医流程，从入院到出院的每一步操作，涵盖用户行为、接触点和后台流程，确保服务的一致性和高效性。
服务蓝图
The blueprint outlines the entire medical journey, detailing each step from check-in to leaving the hospital. It includes user actions, touchpoints, and backstage processes to maintain consistency and efficiency in service delivery.
蓝图概述了完整的就医流程，从入院到出院的每一步操作，涵盖用户行为、接触点和后台流程，确保服务的一致性和高效性。
3.
DELIVER & REFINE
「Finalise the solution and refine design details.」交付与优化 「确定最终方案并优化设计细节。」
Storyboard
故事板
The storyboard illustrates the entire process of using the FRAME system for elderly patients. This flow also highlights the data integration between the patient’s device, medical database, and other service points, ensuring real-time updates and guided navigation throughout the medical journey.
该故事板展示了老年患者使用 FRAME 系统的全过程。流程还突出了患者设备、医疗数据库和其他服务点之间的数据集成，确保在整个就医过程中进行实时更新和引导式导航。
Usage scenarios describe how elderly users interact with the interface throughout their medical journey. From registration using face recognition, following AR navigation to reach waiting areas, receiving real-time queue updates, to accessing medical records via the device, each step is designed to offer clear guidance and reduce anxiety. Colour-coded systems and main action buttons ensure intuitive operation, while cloud data integration provides seamless access to medical information.使用场景描述了老年用户在整个就医过程中如何与界面交互。从使用人脸识别进行注册，到通过AR导航到达等候区、接收实时排队更新，再到通过设备访问医疗记录，每个步骤都旨在提供清晰的指导并减少焦虑。颜色编码系统和主要操作按钮确保了操作的直观性，同时云数据集成提供了无缝的医疗信息访问。
高保真模型
This user interface design streamlines the medical process for elderly users with key features like a progress bar, a main action button per page, AR navigation for guidance, real-time queue updates, cloud-based medical data access, and a colour-coded guide system for easy room identification.
该用户界面设计通过核心功能简化老年用户的就医流程，包括进度条、每页一个主要操作按钮、AR导航引导、实时排队更新、云端医疗数据访问和颜色引导系统以便于识别房间。
使用场景
This scenario shows elderly patients using the FRAME device for outpatient visits. The device provides AR navigation and real-time updates, reducing confusion and enhancing independence, creating a more comfortable and valued experience.
此场景展示老年患者使用FRAME设备进行门诊就诊。设备提供AR导航和实时更新，减少困惑，增强独立性，带来更舒适和有尊严的体验。