中老年人由于身体机能的退化，会更频繁地出现身体疾病，因此中老年人相比于年轻人，会更多次地出现在医院中。而在网络技术高度发展的当下，医院自助服务服务系统由于它的种种优势，已经成为了医院服务系统中必不可少的一环。相比于从前，现在的中老年人更多地暴露在了布置有自助服务设备的环境中，然而大多数中老年人对医院服务的第一选择仍然是人工服务。本研究从这种现象出发，深入探究中老年人较少使用医院自助服务系统的原因，通过问卷调查、一对一访谈等方法，发现中老年人普遍因为自助系统使用复杂、担心使用时的财产安全等问题而放弃使用该类型系统。在用户研究之后，本研究通过对访谈稿的整理与分析，总结了中老年人的需求和用户画像，为接下来的设计指定了方向。在设计中，本研究充分考虑了颜色运用、按键设计、流程设计、字体字号等细节，并加入了个性化内容以提升产品的情感化设计，最终产出了一款可交互的高保真原型。之后本研究利用本次设计产出的原型作为工具，与河南省第二人民医院的现有交互系统做了对比实验，实验分别记录了用户使用两种系统的挂号、打印化验单和充值的时间，并且在实验之后要求被试填写了可用性测试量表与净推荐值量表。最终通过t检验分析结果表明：在三个任务上，使用本次产出的原型时间都显著短于使用现有系统的时间，说明用户在使用本次设计产出的系统时更加顺畅。可用性测试量表分析结果表明：前者的可用性测试得分显著高于后者的得分，说明用户对本次设计的系统更加满意。在净推荐值上，前者也高于后者，说明用户更愿意把前者推荐给身边的同事朋友。

Middle-aged and elderly people will experience physical diseases more frequently due to the deterioration of their physical functions, so middle-aged and elderly people will appear in hospitals more often than young people. With the rapid development of network technology, the hospital self-service system has become an indispensable part of the hospital service system due to its advantages. Compared with the past, the middle-aged and elderly people are more exposed to the environment equipped with self-service equipment. However, the first choice for most middle-aged and elderly people for hospital services is still manual service. Based on this phenomenon, this study explores the reasons why middle-aged and elderly people rarely use hospital self-service systems. Through questionnaire surveys and one-on-one interviews, we found that middle-aged and elderly people generally think that self-service system is too complicated and are worried about property safety and other issues when using it and giving up using this type of system. After user research, this study summarizes the needs of middle-aged and elderly people and user portraits by sorting and analyzing the interview drafts, and specifies the direction for the next design. In the design, this study fully considered the details of color application, button design, process design, font size, etc., and added personalized content to enhance the emotional design of the product, and finally produced an interactive high-fidelity prototype. After that, this research used the prototype produced by this design as a tool to conduct a comparative experiment with the existing interactive system of Henan Second People's Hospital. The experiment separately recorded the time for users to use the two systems to register, print test orders, and recharge. And asked the participants to fill out the SUS scale and the NPS scale after the experiment. Finally, the t-test analysis results show that: on three tasks, the prototype time of using our system is significantly shorter than the time of using the existing system, proving that users use the system produced by this design more smoothly The analysis results of the usability test scale show that: the former's usability test score is significantly higher than the latter's score, indicating that users are more satisfied with our system. In terms of net recommendation value, the former is also higher than the latter, indicating that users are more willing to recommend the former to others.