Journal of the Society of Disaster Information (한국재난정보학회 논문집)

The Korean Society of Disaster Information (한국재난정보학회)
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A Study on the Service Design for the Improvement of Living Service in the Temporary Residential Facilities for the Victims

이재민 맞춤형 실내 임시주거시설의 생활서비스 개선을 위한 서비스디자인 연구

  • Kim, Chang Ryong (Department of Service Design Convergence, Sungkyunkwan University) ;
  • Kim, Jung Woo (Department of Service Design Convergence, Sungkyunkwan University)
  • Received : 2020.07.17
  • Accepted : 2020.09.17
  • Published : 2020.09.30
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Abstract

Purpose: The purpose of this paper is to identify and analyze the needs and complaints of the victims through the service design methodology and provide customized living services in indoor temporary residential facilities that can improve them. Method: The paper proceeded on the double diamond process. In the discovery phase, prior research analysis and surveys identified the needs and complaints of the victims. In the definition phase, persona and scenario were used to further clarify the problems of living service for indoor temporary residential facilities. In the development phase, wrote a service blueprint and found a section where problems occur during the service delivery process. In the delivery phase, compared the improved service with the existing service and proposed improvement plan. Result: Proposed service solutions that can improve privacy guarantee service, senior care service, and meal and laundry service problems. Conclusion: The proposed improvements are considered to provide improved living services in indoor temporary residential facilities.

연구목적: 본 논문은 서비스디자인 방법론을 통해 이재민들의 니즈와 불만사항을 파악 및 분석하여 문제점을 도출하고 이를 개선할 수 있는 실내 임시주거시설에서의 맞춤형 생활서비스를 제공하는 것을 목적으로 한다. 연구방법:더블 다이아몬드 프로세스에 맞춰 발견, 정의, 개발, 그리고 전달 순으로 진행한다. 발견 단계에서는 선행연구 분석과 설문 조사를 통해 이재민의 니즈와 불만사항을 파악한다. 정의단계에서는 실내 임시주거시설 생활서비스의 문제점을 좀 더 구체화하기 위해 페르소나 기법과 시나리오를 작성한다. 개발 단계에서는 현재 실내 임시주거시설에서 제공하는 모든 서비스 프로세스를 상세하게 도식화하여 서비스 블루프린트 작성 및 기존 서비스 전달 과정에서 문제가 발생하는 구간을 발견한다. 전달 단계에서는 문제가 발생하는 단계의 문제점을 개선한 서비스와 기존 서비스 비교한 뒤 개선방안을 제시한다. 연구결과: 실내 임시주거시설에 제공되는 생활서비스 중 이재민과 일반인들이 중요하다고 생각하는 프라이버시 보장 서비스, 노인 돌봄 서비스, 식사·빨래 서비스 문제를 개선할 수 있는 서비스 해결방안을 제시한다. 결론: 본 논문을 통해 제시한 해결방안을 적용한다면 실내임시주거시설에서 크게 문제가 되는 프라이버시 문제, 노인 돌봄 서비스 문제, 그리고 식사·빨래 서비스 문제 개선에 도움이 될 것으로 사료된다.

Keywords

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