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http://dx.doi.org/10.9717/kmms.2020.24.3.494

A Study on the Digitalization of User Research Tool for Service Design  

Koo, Do Hee (Dept. of U-Design, Graduate School, INJE University)
Chon, Woo Jeong (Division of Multimedia, Professor, INJE University)
Publication Information
Journal of Korea Multimedia Society / v.24, no.3, 2021 , pp. 494-507 More about this Journal
Abstract
As service design becomes more common, various user research methods and tools such as cultural probes and contextual inquiry are being used to grasp the user's experience and needs. These methodologies have the advantage of being able to derive various insights through direct observation and investigation, but have disadvantages in that problems such as time and space constraints, cost occurrence, and delay in the service development process may occur. In addition, it is difficult to conduct actual observations, face-to-face investigations, and interviews due to COVID-19, which has recently spread rapidly around the world. Accordingly, prior to the digitization of cultural probes, I would like to suggest the direction of digital tools. First, after grasping the concept of service design and user research through literature research, the necessity of user research in service design was confirmed. After that, the necessity of digitalizing user research was confirmed by extracting functional elements that could be understood and digitalized about the cultural probes methodology, and analyzing previous studies using existing mobile-based survey techniques. Finally, we confirmed the direction of digital tools through user interviews through cultural probes.
Keywords
Service Design; User Research Tool; Digitalization;
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