人間観にもとづくナラティブ重視のサービスデザイン

抄録

In healthcare, it is essential to consider not only individuals’ physical and mental conditions but also their life backgrounds. Therefore, the persona method—which designs services for the general public based on a typical user profile—is not always effective in care contexts. To better understand users for the purpose of care service design, this study emphasizes individual receptivity, empathy, and fragments of personal narratives (life stories) and self-disclosure. This paper proposes human-centered design that incorporates caregiver behaviors, tools, and operations in real-world settings. An interaction model between a caregiver as a service provider and a care recipient is proposed as a service design approach grounded in a view of humanity. Additionally, a narrative utilization ecosystem is proposed as a service system of operation in care-giving settings. A case study analyzing conversations between a person with dementia and their caregivers is also introduced as an experiment to examine the potential to collect narratives from care recipients.