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Meaningful Experience in Service Design for the Elderly: SAPAD Framework and its Case Study

  • Fei Hu (a1), Jun Li (a1), Wei Wang (a1) and Keiichi Sato (a2)

Abstract

A growing trend of aging population of China has brought tremendous pressure on the domestic care system, and community education is one of the important content for elderly services. Based on the framework of SAPAD, the community English class in Guangzhou City is taken for case study. Depth research on three stakeholeders-the elderly, social workers and volunteers are carried out by interview, user observation and field research. 6 levels (physical level, syntactic level, empirical level, semantic level, pragmatic level and social level) are extracted based on SAPAD framework, and the behavior- object-significance mapping is completed. Significant clusters of multiple users at different levels are analyzed, and 16 core significant clusters are jointly built. By linking with clustering results of the syntactic level, 6 new function modules are obtained. Finally, the community elderly education service system is built through personas, service blueprint, touch points and storyboard. The new service system will improve learning efficiency, satisfactions and emotional appeals for the elderly, and work efficiency of social workers and volunteers.

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Copyright

This is an Open Access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives licence (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is unaltered and is properly cited. The written permission of Cambridge University Press must be obtained for commercial re-use or in order to create a derivative work.

Corresponding author

Contact: Hu, Fei, Guangdong University of Technology School of Art and Design, China, People's Republic of philhu2002@hotmail.com

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Keywords

Meaningful Experience in Service Design for the Elderly: SAPAD Framework and its Case Study

  • Fei Hu (a1), Jun Li (a1), Wei Wang (a1) and Keiichi Sato (a2)

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