Based on the concept of service and user experience design, the paper intends to study the service and user experience of public water dispensers in medical institutions and propose strategies for improvement in water dispensers. First, through the field research, sort out the current situation of the water-serving service and user experience in medical institutions and analyze service touchpoints. Second, based on the analysis of user psychological and behavioral, two dimensions of usefulness and integrity are added to the original five dimensions of the SERVQUAL scale according to the characteristics of the water-drinking service experience. Next, The five-point Likert scale is used to measure the "importance-satisfaction". Through the method of data visualization analysis, the dimensions that need to be improved and the high-frequency pain points are obtained. Using the method and tool of service design, the whole process of user water-serving experience is analyzed. Finally, aiming at improving the user experience, the service and user experience design of the public water service system of medical institutions is carried out. Based on analysis results, three service experience design strategies are put forward to strengthen the empathy of water dispensers, the responsiveness of space, and the safety of the system, providing references for the study of public water-serving problems in multiple service environments.