Browse > Article

고객 여정 맵(Customer Journey Map) 기법을 적용한 스마트 ICT 올림픽 서비스 디자인  

Im, Sin-Yeong ((재)기가코리아사업단)
Jeong, Yang-Jae ((재)기가코리아사업단)
Jeong, Seung-Guk ((재)기가코리아사업단)
Park, Gwon-Cheol ((재)기가코리아사업단)
Hyeon, Jong-Ung ((재)기가코리아사업단)
Lee, Seong-Hye ((주)팀인터페이스)
Publication Information
Information and Communications Magazine / v.32, no.2, 2015 , pp. 41-51 More about this Journal
Keywords
Citations & Related Records
연도 인용수 순위
  • Reference
1 http://www.virgin-atlantic.com (london-heathrow/experience-upper-class)
2 http://servicedesign.tistory.com/26 http://www.slideshare.net/mutantlee/paradiseservice-deign?qid=cb3b2cb8-b2f8-44cb-9dbd-2dc43a201f02&v=qf1&b=&from_search=11
3 Ding-Bang Luh, Frank (Ming-Hung) Chen, and Vincent (I-Hsun) Ku, "A Design Process for New Concept Development," DUXU/HCII 2013, Park I, LNCS 8012, pp. 545-553, 2013.
4 Dong-Seok Lee, Younghwan Pan, "Designing Services with Models from Interaction Design and Cognitive Systems Engineering," Journal of the Ergonomics Society of Korea, Vol. 31, No. 1, pp. 125-130, February 2012.   DOI
5 Stefan Holmlid, "Participative, co-operative, emancipatory: From participatory design to service design," First Nordic Conference on Service Design and Service Innovation, Oslo 24th-26th November 2009.
6 Stefan Holmlid, "Interaction Design and Service Design: Expanding A Comparison of Design Disciplines," Proceedings of Design Inquiries 2007, pp. 1-8, 2007.
7 Roberto M. Saco and Alexis P. Goncalves, "Service Design: An Appraisal," Design Management Review Vol. 19, No.1, pp. 10-19, Winter 2008.
8 Martin Maguire, "Methods to support humancentered design," International Journal of Human-Computer Studies Vol. 55, pp. 587-634, 2001.   DOI
9 Leonieke G. Zomerdijk and Christopher A. Voss, "Service Design for Experience-Centric Services," report funded by the Economic and Social Research Council (ESRC), Grant RES-331-25-0027, Advanced Institute of Management (AIM) Research, 2007.
10 A. R. Tan, D. Matzen, T. McAloone, and S. Evans, "Strategies for Designing and Developing Services for Manufacturing Firms," Proceedings of the 1st CIRP Industrial Product-Service Systems (IPS2) Conference 2009, pp. 46-53, Cranfield University, 1-2 April 2009.
11 Stefan Hilmlid and Shelley Evenson, "Bringing Service Design to Service Sciences, Management and Engineering," Service Science, Management & Engineering (SSME), pp. 341-345, 2008.
12 Susan Gasson, "Human-Centered vs. User-Centered Approaches to Information System Design," Journal of Information Technology Theory and Application (JITTA), Vol. 5, No. 2, pp. 29-46, 2003.
13 Mitchell M. Tseng, Ma Qinhai and Chuan-Jun Su, "Mapping customer's service experience for operations improvement," Business Process Management Journal, Vol. 5, No. 1, pp. 50-64, 1999.   DOI
14 Suvi Nenonen, Heidi Rasila, Juha-Matti Junnonen and Sami Karna, "Customer Journey - a method to investigate user experience," Research report 'Usability of workplaces - Phase 2' (K. Alexander), 2008.
15 Christian Gronroos, "Adopting a service login for marketing," Marketing Theory Vol. 6, No. 3, pp.317-333, 2006.   DOI
16 Tharon Howard, "Journey Mapping: A Brief Overview," Communication Design Quartely 2, pp. 10-13, 3 May 2014.
17 Customer Journey Mapping, EU Smart Cities Brief No.12.
18 Lynda Bourne and Derek H. T. Walker, "Visualising and Mapping Stakeholder Influence," Management Decision Vol. 43, No. 5, pp. 649-660, 2005.   DOI
19 Riccardo Mangiaracina, Gianluca Brugnoli and Alessandro Perego, "The eCommerce Custoer Journey: A Model to Assess and Compare the User Experience of the eCommerce Websites," Journal of Internet Banking and Commerce, Vol. 14, No. 3, pp. 1-11, 2009.
20 Nigel Bevan, "Usability is Quality of Use," Proceedings of the 6th International Conference on Human Computer Interaction, Yokohama, July 1995. Anzai & Ogawa (Eds), Elsevier.
21 Deborah J. Mayhew, "The Usability Engineering Lifecycle," Tutorials, CHI 99, 15-20 May 1999.
22 Nigel Bevan, "Extending Quality in Use to Provide a Framework for Usability Measurement," Proceedings of HCI International 2009, San Diego, California, USA., pp. 1-10, 2009.
23 Andreas Holzinger, "Usability Engineering Methods for Software Developers," Communications of the ACM, Vol. 48, No. 1, Jauary 2005.
24 Jakob Nielsen, "Usability Inspection Methods," CHI'94, Boston Massachusetts, USA, Tutorials, April 24-28, 1994.
25 이나경, "시공간 중심 서비스디자인 평가 모델 연구," 석사학위논문, 2012.
26 Nigel Bevan, Nigel Claridge, Martin Maguire and Maria Athousaki, "Specifying and evaluating usability requirements using the Common Industry Format," Proceedings of IFIP 17th World Computer Congress, Montreal, Canada, 25-30, August 2002, pp. 133-148, 2002.
27 홍누리, 김승인, "서비스 디자인 프로세스 모델 연구 (브레인스토밍(Brainstorming)과 스캠퍼(SAMPER)를 중심으로)," 디지털지자인학연구, Vol. 12, No. 4, pp. 276-284, 2012.
28 천운지, "서비스디자인에서의 장소 중심 다각도 관찰 방법론(MOM): 중국 광저우 관광지를 중심으로," 석사학위논문, 2012.
29 주소군, 이명희, "문화체험을 위한 민박 서비스디자인 개발에 관한 연구(감천문화마을 민박 서비스를 중심으로)," 한국디자인학회 학술발표대회 논문집, pp. 174-175, 2014.5.
30 이다희, 유훈식, 반영환, "서비스 디자인을 위한 감각 중심의 고객여정지도," 한국디자인학회 학술발표대회 논문집, pp. 194-195, 2014.5.