[KSCI] Korea Science Citation Index Service

http://dx.doi.org/10.5143/JESK.2012.31.1.15

User Research Method for Service Design: From Conceptual Knowledge To Design Knowledge

Joo, Jae-Woo (College of Business Administration, Kookmin University)
Oh, Dong-Woo (Institute of Design, Illinois Institute of Technology)

Publication Information

Journal of the Ergonomics Society of Korea / v.31, no.1, 2012 , pp. 15-21 More about this Journal

Abstract

Objective: We propose empathy as a user research method for service design. Background: We argue that empathy will enable user researchers to go beyond the conceptual knowledge to the design knowledge of user experience. Method: We tested our hypothesis by conducting an experiment in which subjects were required to propose solutions to improve the experience of a family member of a patient hospitalized in an emergency department. Results: We found that the subjects who empathized with the family member of a patient tended to suggest the solutions based on design knowledge rather than the solutions based on conceptual knowledge compared to the subjects who did not empathize. Conclusion: Data support our hypothesis that empathy enables people to focus on design knowledge rather than conceptual knowledge. Application: These findings provide practical implications for user researchers in service design.

Keywords

Service design; User research; Empathy; Conceptual knowledge; Design knowledge; Emergency department;

Citations & Related Records

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