應用物聯網科技的創新服務設計──以健康照顧服務為例

Innovative service design with application of internet of things technology: an example of health care services

物聯網科技的快速發展正受到社會重視，其中之一原因是它創造許多服務創新的機會，然而，是否能有系統地考量納入物聯網科技而產生適切的服務創新設計，頗為重要。本研究提出一個考量物聯網科技的新的服務創新流程，具體步驟包括兩大階段，首先提出一方法產生服務的創新設計方案，此方法拓展行動者與系統圖法，因應物聯網科技在服務系統中扮演的角色，而增加了與傳統做法不同之處。第二階段則將前階段產生之服務系統新設計方案，以多評準評估方法進行評估，研究中採用層級分析法，考量引入物聯物科技所需的評估架構，結合專家問卷，進行評估。文中以健康照顧服務為例，展示本研究建議的方法，逐步示範產生新服務設計方案與評估方案的過程，以至選出最適之服務設計，研究顯示使用者較偏好引入更多樣化、更融於一體的物聯網應用，以能細緻地收集個人健康數據為佳。

Internet of things (IoT) technology has caught much attention of the society while it creates much application opportunity in service innovation. How to properly generate good service innovation by incorporating IoT technology becomes an important issue. This study proposes an integrative approach for creating and evaluating the service innovation. In the design phase, a new concept, pseudo actors, is included in a mapping method to highlight the roles of IoT technologies. In the evaluation phase, the analytic hierarchic process method is adopted for evaluating the alternative designs obtained from the design phase. At the end, an illustrative case of health care service is presented to demonstrate the application potential of the suggested approach and to provide useful suggestions for the case improvement.