Meaningful experience in service design for the elderly: SAPAD framework and its case study

Abstract

A growing trend of aging population of China has brought tremendous pressure on the domestic care system, and community education is one of the important content for elderly services. Based on the framework of SAPAD, the community English class in Guangzhou City is taken for case study. Depth research on three stakeholeders-the elderly, social workers and volunteers are carried out by interview, user observation and field research. 6 levels (physical level, syntactic level, empirical level, semantic level, pragmatic level and social level) are extracted based on SAPAD framework, and the behavior-object-significance mapping is completed. Significant clusters of multiple users at different levels are analyzed, and 16 core significant clusters are jointly built. By linking with clustering results of the syntactic level, 6 new function modules are obtained. Finally, the community elderly education service system is built through personas, service blueprint, touch points and storyboard. The new service system will improve learning efficiency, satisfactions and emotional appeals for the elderly, and work efficiency of social workers and volunteers.