의료서비스 환경에서 총체적 경험 강화를 위한 디자인 전략 연구

Abstract

(Background and Purpose) With the continuous advancement of medical technology, the reinforcement of national public health policies, and improvements in nutrition and lifestyle, modern society has seen a significant increase in average life expectancy. This demographic shift has heightened public and institutional interest in not only effective healthcare management but also in maintaining and enhancing quality of life throughout the aging process. In particular, the delivery of personalized services that respond to the unique physical and psychological needs of elderly patients, along with the establishment of sustainable and integrated care systems, has become a pressing societal issue. Accordingly, it is crucial to academically explore strategies that improve both the quality and delivery environment of healthcare services. This study seeks to analyze the multidimensional challenges present in contemporary healthcare systems from a service design perspective and to propose strategic design solutions in response. (Method) The study first conducts a theoretical review to examine the characteristics of holistic experience and spatial environments in healthcare services. Next, it classifies design elements related to user experience, servicescape, and space branding, based on prior academic literature, in order to extract relevant environmental components. Then, comparative case analyses are carried out through direct site visits and secondary data from healthcare facilities, focusing on both pre-treatment and post-treatment phases to reflect the comprehensive scope of service processes. Finally, the study proposes design strategies aimed at enhancing the total experience within healthcare environments. (Results) The results of the comparative case analysis are as follows. The findings indicate that, beyond basic functional infrastructure, healthcare spaces must be designed to support the psychological, emotional, and social well-being of patients and their caregivers. Additionally, the nature of the service environment and delivery system varies according to the type of service and recipient. It was also found that digital user experiences in non-hospital medical service contexts remain relatively underdeveloped. Through analysis of environmental components, this study identifies strengths and weaknesses that influence users' overall service experience. (Conclusion) This research establishes a foundational framework that conceptually and structurally demonstrates how individual design components interact to shape a cohesive and meaningful total experience in healthcare services. It presents an integrated design strategy aimed at enhancing the holistic user experience, which may serve as a valuable reference for future improvements in healthcare space planning and service innovation. Ultimately, the study aims to contribute to the broader development of healthcare service design through further empirical exploration of diverse service types and international case comparisons.