基于“互联网+护理服务”平台老年用户使用体验的质性研究

doi:10.3760/cma.j.cn441417-20250804-21034

摘要/Abstract

摘要： 目的　为构建“互联网+护理服务”平台的用户体验指标体系，本研究聚焦于老年用户群体的需求特征展开实证探索。方法　采用目的抽样法，于2025年1月至2月在广州市海珠区的高校家属区、高/低收入居民区、社区公园、三甲医院及老年活动中心5个典型场景中，对30例曾使用“互联网+护理服务”平台的老年人进行半结构访谈，其中男19例、女11例，年龄为（68.9±11.9）岁。采用Colaizzi现象学对资料进行分析。结果　老年用户需求呈现界面适老性、功能适配性、操作便捷性、信任构建性及安全守护性五大核心维度，具体包括界面设计需以简洁实用为导向（如高对比度配色、可调字体）；功能开发需整合语音助手、在线预约及亲情服务；操作流程需简化步骤并强化隐私保护；信任建立依赖医院口碑、熟人推荐及服务评价；安全保障需嵌入紧急呼叫、健康监测及信息提醒功能。结论　老年用户需求具有多层次、场景化特征，未来平台优化需以用户认知习惯为中心，通过界面适老化改造、功能精准适配及信任机制设计提升用户体验。本研究可为数字健康服务的适老化评价提供理论框架与实践依据。

关键词: “互联网+护理服务”平台, 老年用户, 使用体验, 适老性设计, 质性研究

Abstract:

Objective　To establish a user experience indicator system for the "Internet + Nursing Services" platform, this study conducts empirical investigations focusing on the demand characteristics of elderly users. Methods　Utilizing purposive sampling, semi-structured interviews were conducted with 30 elderly individuals who had previously used the "Internet + Nursing Services" platform across five typical settings in Haizhu District, Guangzhou, from January to February 2025. These settings included university residential compounds, high-/low-income neighborhoods, community parks, tertiary hospitals, and senior activity centers. The cohort comprised 19 males and 11 females, with a mean age of (68.9±11.9) years. Data analysis was performed using Colaizzi's phenomenological methodology. Results　The needs of elderly users encompass five core dimensions: interface accessibility, functional adaptability, operational convenience, trust-building mechanisms, and safety assurance. Specifically, interface design should prioritize simplicity and practicality (e.g., high-contrast color schemes, adjustable fonts); functional development must integrate voice assistants, online appointment systems, and family support services; operational processes require streamlined steps with enhanced privacy protection; trust establishment relies on hospital reputation, peer recommendations, and service evaluations; safety safeguards should incorporate emergency call functions, health monitoring capabilities, and informational alerts. Conclusion　The needs of elderly users exhibit multi-layered and context-specific characteristics. Future platform optimization should center on users' cognitive habits, enhancing their experience through age-friendly interface redesign, precise functional adaptation, and trust mechanism design. This study provides a theoretical framework and practical foundation for evaluating the age-appropriateness of digital health services.

Key words: "Internet + Nursing Service" platform, Elderly users, User experience, Senior-friendly design, Qualitative research

汤莉姜婷俞玲娜黄霞罗凤军李岸婷童赟唐亚平高子航. 基于“互联网+护理服务”平台老年用户使用体验的质性研究[J]. 国际医药卫生导报, 2025, 31(21): 3692-3696.

Tang Li, Jiang Ting, Yu Lingna, Huang Xia, Luo Fengjun, Li Anting, Tong Yun, Tang Yaping, Gao Zihang. A qualitative study on the user experience of elderly users of the "Internet + Nursing Services" platform[J]. International Medicine and Health Guidance News, 2025, 31(21): 3692-3696.

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