10:50 - 12:30
Session: S42
[Nursing and Care] + Design
Service Design for the Nursing Home in Post-pandemic Era
Smart Service Design; Covid-19; Health Crisis; Nursing Homes Services
Bo GAO, Huihua ZHANG

The sudden COVID-19 in 2020 revealed that the nursing homes lack the serviceability to cope with the health crisis and the quick response to adapt flexibly to the new normal. In addition, the COVID-19 has more significant harm to the elderly, exposed problems in the nursing home, such as the shortage of workforce, medical material resources, and lack of various physical and psychological services for the elderly in nursing homes. This research is based on the field research conducted in four nursing homes during the 2020 epidemic period (from January to December2020), two located in first-tier cities in China and two in second-tier cities in China. The method of service design has been adopted in this research. First, the research team summarized the similar needs of the different nursing homes by an in-depth understanding of the long-term service demands and expectations of the elderly and staff in the pre-crisis, crisis, and post-crisis. Then, the research team designed the personas, built up a framework of the intelligent service system and smart service scenarios of the three period times of health crisis in the nursing home. The research team tried to solve existing problems while dealing with the post-pandemic era flexibly. Finally, this paper discusses the findings and the future research direction.