近年來因醫院家數不斷減少，各大醫院開始紛紛尋求新的策略以維持自己於醫療產業之地位。服務的改善則成為了醫院思考策略的方向之一。而服務設計的內容又與體驗有相當大的關係。當Pine & Gilmore (1998)提出體驗經濟的概念後，人們亦開始體會到體驗在生活中的重要性。在過去的研究中，使用者正向的滿意度大多來自於正向的體驗，然而近年來亦開始有研究指出，滿意度與體驗不全然是正相關的，因此體驗設計的領域又多了不同的思唯。正當人們開始不斷討論體驗與服務的重要性時，多數人想到的是針對最直接的使用者，但實際上仍有許多間接使用者是被忽略的，例如在醫院加護病房外等候，心情難熬的家屬們。
本研究以家屬體驗做為主要核心，去檢視醫院在空間、設備、基本服務的提供，來探討服務的品質。透過實地訪查的方式，對台灣知名大醫院及研究目標「國立成功大學附設醫院」進行現況了解。隨後再以焦點團體訪談及問卷訪談等方式了解家屬體驗現況及需改善之處。以參與者、流程、設備等三個面向，規劃出一套新的服務系統設計；並以Schmitt(1999)所提出的體驗行銷策略模組為基礎，設計出一套可檢視家屬體驗結果之體驗量表。用以了解家屬對於新服務系統設計使用之體驗結果。
本研究之研究結果發現，現階段加護病房之家屬仍常被忽略。欲設計可改善家屬體驗之服務系統可由參與者、流程、實體設備等三個面向著手。而本研究所提供之服務系統可解決家屬對於親友來訪、病患、生活、醫護人員、醫療資訊、娛樂等六個面向之需求及遭遇到之問題。且家屬之體驗在透過服務系統之改善後，亦皆可轉向正向之體驗，成功減少壓力，使家屬感到放心、被關懷、貼心，並獲得好的休息品質。

The number of hospital is decreasing and results in a keen competition between hospitals. As a result, the hospitals should start to find some other services that the public need but still have been noticed to keep hospitals’ position in the medical industries. Service system will be the one of the unique strategies for hospital to compete in medical industry. Service design comes from human behavior and also can enhance the human experience during the process. As Pine and Gilmore (1998) had issued the “Experience Economy”, people started to realize the role that experience played during our daily life. In the past, positive satisfactions are interrelated by the positive experiences. Recently, existing research thought that the influence of consumption emotions on satisfaction may not always be valence-congruent. When people are discussing the importance of the service and experience, most of them will focus on the direct user only, as a result, there are still some places and situations are ignored, like the ICU patients’ families in the hospital. Families might have bad mood and emotion while their patients are in the ICU, however, families would also need some positive experience to help them past this bad time.
Take families’ experience as the core of this study, base on the service system, space, and facilities that provided by a hospital, this study is going to investigate the service quality from patients’ families in the ICU rest area through the perspective of experience. Starting with the current situation survey, this study went to some hospitals to do the field investigation, and also the focus group interview to know ICU patients’ families experiences. Based on the families’ current experiences, this study built up an experience scale to test families’ experiences. Moreover, the current experience elements are used to design the service system to better families’ experiences in the ICU rest area. After the prototyping of the service system design, this study tested families’ experience of the new service system with the experience scale to describe the shift of families’ experience.
The Analysis results show that to better families’ experiences, the service system could be build with the dimension of participant, process, and physical facilities. The service system could solve the problem between families and medical personnel, patients, living, families and friends, medical information, and entertainment. After experience the prototyping of the new service system, families’ experience could be changed from negative to positive experiences, and also reduce their pressure smoothly. Families also feel being relieved, concerned, and intimate. The most important is that they can get quality rest in the rest area.

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