根據衛服部2019年的產後照護機構的服務量統計結果，該年照護機構年度入住人數來到了約11萬人，相較於2014年的7萬4千人成長了約1.49倍，由此可知產婦的產後照護需求不斷提升。
　　近年來網路的日益增長，消費者開始從網路中去搜尋並瞭解他們感興趣的服務及產品（例如 :健康照護相關），根據Hootsuite(2021)報告中指出，全球 53%的人都在使用社群，台灣更是高於平均，88.1%的人都在用社群，這些使用網路的人們中有27.5%的人是為了研究要買的商品及服務；Epsilon(2018)指出，80%消費者認為個人化體驗能提高他們對於服務的接受度， Hubspot(2021)調查中表示82%的人在閱讀完顧客評論後對品牌產生正向觀感。
　　目前產婦無法從茫茫的網路中找到產後照護機構並瞭解它，也無法從服務中感受到產後照護機構是對她的理解，並願意為她協調將複雜的資訊或服務簡單化，根據本研究觀察，義大貝思諾缺乏了一套以產婦為核心服務模式，藉由新興科技的輔助強化產婦顧客旅程的體驗，並在每一個服務上創造出有價值的內容。因此，本專案的目的如下：
(1) 整合Stanford Health Care的價值活動設計方法與產婦的顧客旅程，發展一套以產婦為核心且可循環的服務模式。
(2) 將本研究發展的服務模式應用至義大貝思諾產後護理之家中，在旅程中提供引導、理解、協調等元素 ，針對每位產婦打造個人化的體驗，並將體驗回饋給下一位潛在產婦。

　　According to the statistics of the Service utilization of the Ministry of Health and Welfare in 2019, there are currently The number of be admitted to Postpartum Nursing Care Center this year reached approximately 110,000, that Increased by about 1.49 times compared to 74,000 in 2014, Thus the Demand for Parturient health continues to grow.
　　Nowadays, with the rapid development of internet. Consumers began to search and understand the services and products they are interested in from the Internet (e.g. health care related). According to the Hootsuite (2021) report, 53% of people in the world are using communities and Taiwan is even higher than average, 88.1% of Taiwanese are using communities, 27.5% of these people use the Internet to research these goods and services to buy it；Epsilon (2018) shown that 80% of consumers believe that a personalized experience can increase their acceptance of services, According to the Hubspot (2021) survey, 82% of people have a positive perception of the brand after reading customer valuation.
　　For now, Parturient can’t find and understand postpartum care institutions on the Internet , From the services provided by the postpartum care institutions, they cannot feel that the postpartum care institutions understand them and Willing to coordinate and simplify complex information for them. Based on our observation, E-Da Bassinet Lack of a Parturient-centered customer service mode, Enhancing the experience of the Parturient customer journey through emerging technology and create valuable content on every service. the purposes of this project are as follows:
(1) Integrating Stanford Health Care’s value activity design method with the Parturient customer journey, Develop a cyclical and Parturient-centered customer journey model.
(2) Use our developed customer journey model Applied to the E-Da Bassinet Postpartum Care Center, Provide guidance, understanding, coordination and other factors in the journey, Create a personalized experience for each Parturient, and Pass the service experience to the next potential Parturient.

目 錄
論文審定書 i
中文摘要 ii
英文摘要 iii
目 錄 v
圖次 vii
表次 x
第一章、緒論 1
第一節、研究背景與動機 1
第二節、研究目的 4
第二章、文獻探討 5
第一節、產業探討與分析 5
第二節、理論概念與新興科技 20
第三章、研究方法論 28
第一節、設計科學研究法 28
第二節、研究流程與步驟 30
第四章、設計與發展解決方案 32
第一節、服務缺口分析 32
第二節、產婦顧客旅程設計 38
第三節、創新產婦顧客旅程 47
第五章、展示與評估 48
第一節、案例展示 48
第二節、案例評估 57
第六章、討論與結論 58
第一節、研究成果 58
第二節、研究貢獻 59
參考文獻 61
中文部分 61
英文部分 62

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