Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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A Study on Ways to Relieve User's Anxiety Caused by Simplification of Easy Money Transfer Service

간편송금 서비스 간소화에 따른 사용자의 불안감 해소방안 연구

  • Kim, So-Young (Design Management, HongIk University, International Design School for Advanced Studies) ;
  • Kim, Seung-In (Digital Media Design, HongIk University, International Design School for Advanced Studies)
  • 김소영 (홍익대학교 국제디자인전문대학원 디자인경영 전공) ;
  • 김승인 (홍익대학교 국제디자인전문대학원 디지털미디어디자인 전공)
  • Received : 2021.11.23
  • Accepted : 2022.01.20
  • Published : 2022.01.28
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Abstract

The purpose of study is to relieve the users' anxiety caused by the simplification of the easy money transfer service. With the development of technology, financial services are being simplified, but on the contrary, the chasm occurs. The study was conducted in two rounds. First, based on UTAUT, the perception of the service and the willingness to accept the technology were investigated through a questionnaire. Second, after presenting the tracking function of the remittance situation derived through the heuristic method, in-depth interviews were conducted on reliability and intention to continue using it. As the result, it was found that the clear feedback had a positive effect on relieving users' anxiety. It is expected that studies approaching the chasm from the point of view of design will be actively conducted.

본 연구는 간편송금 서비스의 간소화에 따른 사용자의 불안감 해소방안에 관한 연구이다. 기술의 발전으로 금융 서비스는 점차 간소화되고 있지만, 오히려 사용자의 불안감은 증가하는 캐즘(chasm)이 발생한다. 연구 방법은 1차로 사용자의 기술 수용에 영향을 미치는 요인을 제시한 통합기술수용모형(UTAUT)의 요인을 기반으로 설문을 통해 서비스에 관한 인식과 기술 수용 의지를 알아보았다. 2차로 휴리스틱 방법론을 통해 도출한 송금 상황의 실시간 추적기능(tracking)을 제시한 후, 신뢰도와 이용 지속 의도에 관하여 심층 인터뷰하였다. 실험 결과 명확한 피드백의 제공은 서비스에 대한 사용자의 불안감 해소에 긍정적 영향을 주는 것으로 나타났다. 기술 수용의 캐즘과 관련해 디자인의 관점으로 접근한 연구가 활발히 이루어지길 기대한다.

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