Ziling LIN 

Service Design

Supervisor：Dr. Liquan CHAI

This project focuses on the complex medical decisions patients are expected to make on their own before they visit hospital. The existing systems are structured around departmental categories, requiring users to translate their bodily sensations into speciffc department and doctor choices on their own, often leading to anxiety and misjudgment. By restructuring and extending the hospital registration ffow, this project proposes a patientcentered pre-visit support system that helps users understand their symptoms, determine the appropriate care pathway, and prepare for their visit — reducing frustration and resistance, easing anxiety around seeking care, and encouraging more proactive engagement with healthcare services.