提升大学生心理健康咨询体验感的服务设计策略研究  

Research on Service Design Strategies to Enhance the Counseling Experience of University Students

作　　者：刘勇 石元伍 解马清云 孙九烨 Liu Yong;Shi Yuanwu;Xie Maqingyun;Sun Jiuye

机构地区：[1]武汉纺织大学艺术与设计学院,湖北武汉430073

出　　处：《家具与室内装饰》2024年第7期84-90,共7页Furniture & Interior Design

基　　金：湖北省教育厅哲学社会科学研究项目(23Q054);吉林省社会科学基金项目(2021C126)。

摘　　要：以当代大学生为研究对象,构建一种提升心理健康咨询体验感的服务设计策略。通过文献分析法,分析大学生的心理健康现状与特点。通过问卷调查法和深度访谈法,挖掘大学生在进行心理健康咨询过程中存在的痛点与需求。运用AHP层次分析法,对4个准则层和14个子准则层进行权重排序。提出了四种服务设计策略,包括锻炼“自信满满”的自我思考能力、打造“以人为本”的心理咨询氛围、建立“权威高效”的线上交流平台、构建“患者至上”的服务友好形象。建立心理健康咨询服务平台,通过打造“心言”APP进行应用实践,解决实际存在的咨询问题,为提升大学生整体心理健康咨询体验感,提供了策略性指导和具体实施路径。This study targets contemporary university students to develop strategies that enhance the psychological counseling experience.Utilizing literature analysis,it examines the current state and characteristics of students'mental health.Pain points and needs during the psychological counseling process are identified through surveys and in-depth interviews.The Analytic Hierarchy Process(AHP)is employed to prioritize weights across four criteria levels and fourteen sub-criteria levels.Four service design strategies are proposed:cultivating a self-assured self-reflective capability,creating a people-centric counseling atmosphere,establishing an authoritative and efficient online communication platform,and constructing a patient-first service image.A psychological counseling service platform is developed,implemented through the"Xinyan"APP,addressing practical counseling issues,and providing strategic guidance and specific implementation pathways to enhance the overall mental health counseling experience for university students.

关 键 词：大学生 心理健康咨询 体验感 服务设计策略 

分 类 号：TS664.1[轻工技术与工程]