以服務設計觀點導入友善高齡化社會之購物環境－以全聯福利中心為例
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2024
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2018年臺灣正式邁入「高齡社會」，這一轉變引起對於社會結構和公共服務的重大關注，特別是針對老年人的需求和挑戰。為實現「在地老化」的目標，對於高齡者的日常生活品質提出更高的要求。本研究以服務設計的「以人為本」理念為基礎，致力於改善超市消費空間，從而提升高齡者的生活便利性和舒適度。透過其相關文獻的深入分析和對現況使用的調查，評估並詳細研究高齡者在超市內可能面臨的種種困境和挑戰。接著，透過與門市人員和高齡消費者的訪談，針對當前服務現狀進行深入了解，並徵詢改善建議。依循訪談數據的分析以及國外案例的參考並制定友善高齡者消費環境的改善方案和設計規劃，並提出可行的設計構想。本研究的成果為相關零售業者提供改善營業場域的策略參考，同時也為相關研究領域提供關於高齡者服務議題的實證基礎。對於全聯福利中心而言，建議將焦點放在提升高齡消費者的購物體驗上，例如引用電子查詢系統、提供老年人專屬的送貨服務，並調整貨架高度以符合其需求。同時，本研究也強調對人口老化問題的關注，以及滿足高齡者需求的重要性及其潛在利益。
In 2018, Taiwan officially entered an"aging society," sparking significant attention to social structures and public services, particularly concerning the needs and challenges of the elderly. To realize the goal of "aging in place," higher standards for the quality of life for the elderly have been proposed. This study is rooted in the "people-oriented" concept of service design, aiming to improve the consumer space within supermarkets to enhance the convenience and comfort of the elderly. Through in-depth analysis of relevant literature and investigations into the current situation, we extensively examined the various difficulties and challenges that the elderly may face in supermarkets. Subsequently, through interviews with store personnel and elderly consumers, we gained insights into the current service status and solicited improvement suggestions. Drawing from the analysis of interview data and references from international cases, we formulated improvement plans and design proposals for creating elderly-friendly consumer environments.The outcomes of this study will provide strategic references for businesses seeking to enhance their operational venues, while also offering empirical evidence for research fields related to elderly service issues. For PX Mart supermarkets, we recommend focusing on improving the shopping experience for elderly consumers, such as introducing electronic query systems, offering elderly-specific delivery services, and adjusting shelf heights to meet their needs. Additionally, this study underscores the importance of addressing population aging issues and meeting the needs of the elderly, along with their potential benefits.
In 2018, Taiwan officially entered an"aging society," sparking significant attention to social structures and public services, particularly concerning the needs and challenges of the elderly. To realize the goal of "aging in place," higher standards for the quality of life for the elderly have been proposed. This study is rooted in the "people-oriented" concept of service design, aiming to improve the consumer space within supermarkets to enhance the convenience and comfort of the elderly. Through in-depth analysis of relevant literature and investigations into the current situation, we extensively examined the various difficulties and challenges that the elderly may face in supermarkets. Subsequently, through interviews with store personnel and elderly consumers, we gained insights into the current service status and solicited improvement suggestions. Drawing from the analysis of interview data and references from international cases, we formulated improvement plans and design proposals for creating elderly-friendly consumer environments.The outcomes of this study will provide strategic references for businesses seeking to enhance their operational venues, while also offering empirical evidence for research fields related to elderly service issues. For PX Mart supermarkets, we recommend focusing on improving the shopping experience for elderly consumers, such as introducing electronic query systems, offering elderly-specific delivery services, and adjusting shelf heights to meet their needs. Additionally, this study underscores the importance of addressing population aging issues and meeting the needs of the elderly, along with their potential benefits.
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在地老化, 服務設計, 超級市場, 高齡友善, aging in place, Service design, Surpermarket, Elderly-friendly