隨著臺灣進入高齡化社會及家庭結構逐漸縮小，使許多家庭面臨龐大的照顧壓力，居家照顧提供家庭可負擔、且更具人性的照顧服務，因此許多居家照顧服務媒合平臺陸續出現，提供照顧家庭即時、有效的媒合服務。為發展永續公平的居家照顧模式，本研究的目的為：(1)探討服務提供端與需求端對於照顧服務媒合的需求。(2)以服務設計方法，挖掘照顧服務媒合的服務缺口。(3)針對媒合服務缺口，提出新的設計方案。(4)提出針對居家照顧服務媒合行動應用程式的設計建議。
本研究透過服務設計，與居服員和家屬進行共創，以下列三個步驟，進行居家照顧服務媒合行動應用程式的改善：(1)探索服務缺口：以訪談法了解供需端對於新服務的未知與不穩定性感到卻步，包含分別為服務適配與權益保障等。(2)發展服務設計：以「家庭」為核心的平臺設計，除了提供媒合服務外，強化資源資訊整合服務，建立家屬與居服員的長期合作模式。(3)驗證與評估：以使用性與服務忠誠度測試驗證設計，針對家庭互動功能、照顧費用分攤及跨單位合作的服務模式，進一步提升服務體驗。本研究將居家照顧服務媒合平臺，根據照顧家庭不同階段的需求，分為：(1)短期使用：提供即時的線上照顧方案諮詢服務。(2)中期使用：提供照顧日誌功能，協助家庭有效管理照顧工作與促進家庭凝聚力。(3)長期使用：提供專業、資訊透明的照顧媒合服務。以循序漸進的服務策略，建立平臺與使用者的信任關係，提升持續使用服務的意願。

As Taiwan is entering an aging society and the family structure is gradually shrinking, many families are facing enormous caregiving pressure. Home care provides families with affordable and more humane care services. Many home care matching platforms have emerged one after another by providing immediate and efficient home care matching services for families. In order to develop a sustainable and just home care model, the purposes of this research were as follows. (1) To explore service providers and seekers’ demands on care matching services. (2) To unearth service gaps of care matching services by service design methods. (3) To propose a new design plan for the service gaps. (4) To propose design suggestions for a mobile application for home care matching services.
This research co-created with home care attendants and family members through service design. The following three steps were carried out to improve the mobile application for home care matching services. (1) Exploring service gaps: using interviews to understand that providers and seekers were deterred by the unknown and instability of new services, including service fit and rights protection issues. (2) Developing service design: “family” was the core concept of the platform design. In addition to providing matching services, it also strengthened resource information integration and established a long-term cooperation between family members and residential care service staffs. (3) Verification and evaluation: testing through usability and service loyalty to verify the design. The service model focused on family interaction functions, care cost sharing and cross-institutional cooperation to enhance the user experience of service. In this research, the use of the home care matching platform was divided according to the needs of caring families in different stages as follows. (1) Short-term: providing instant consultation services for online care plans. (2) Medium-term: providing daily care recording functions to help families effectively manage care works and promote family cohesion. (3) Long-term: providing professional and transparent home care matching services. This research used a step-by-step service strategy to establish a trust relationship between the platform and users, and to increase the willingness to continue using the service.

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