• Design Convergence Study
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• v.14 no.2
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• pp.17-32
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• 2015

The perspectives of customers and providers as for the services have the same objective; however, perspectives and objective are distinctly different. But the existing methodologies have mostly pondered only based on the customer-centric perspective or separately from the perspective of providers. It would be necessary to take these two perspectives as a whole by combining them into one perspective since they not only have differences but also common points. Therefore, in this study suggested the System Journey Map in terms of internal staff based on the customer's task in service. System Journey Map is consists of four parts : a customer journey map, thus the performance of internal staff, internal staff satisfaction evaluation, and finally the performance of internal staff assessment of the senior staff. After releasing a service, with customers and internal staff made a point of contact to identify specific behavioral patterns and whether any part of the problem so that this toolkit gives us an expectation to be a useful map, which is the intangible being placed in service, not just visualize and understand for identifying problems.

• Journal of the Korean Society for information Management
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• v.39 no.3
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• pp.195-216
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• 2022

In this study, the author applied the service design methodology to the university library to maximize the service value provided by the university library. To this end, the 'Double Diamond Model', a service design model, was applied to the university library, and service design tools such as Persona, Customer Journey Map, and Touch Points were utilized. To reflect on the service design in the university library, the author first reviewed the literature related to the subject and researched the previous studies. Then, the issue was discovered by questionnaire surveys, interviews with users and librarians, and field investigations. Based on this, Persona and situation scenarios were derived. In addition, after synthesizing Persona's situational behavior and user's emotional change, the study visualized the Customer Journey Map and suggested service improvement plans for 11 items in 3 areas. This study is focused on the process of deriving service improvement plans rather than improving a specific service. The purpose of this study was to improve university library service and to suggest new service plans. The significance of this study is that the practical service improvement plans were applied to the university library.

• The Journal of Information Systems
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• v.32 no.1
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• pp.201-221
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• 2023

Purpose Customers consider the overall experience with the company as important as the quality of the product, and companies are also paying attention to creating long-term relationships with customers through optimal customer experiences. In this study, we propose a customer experience management process called 'CX-Q', which combines customer journey map and Q-methodology to understand the importance of customer experience based on the overall customer experience. Design/methodology/approach. CX-Q is a process that combines Q-methodology and customer journey maps, allowing stakeholders to explore and improve customer experiences at each contact point while engaging with brands, products, and services. It also enables them to derive customer experience insights and important management points for each segment. To demonstrate the usefulness of the proposed CX-Q, this study analyzed the experience of customers who used the Airbnb travel platform service as an example, applying the CX-Q process. Findings A total of four customer segments were derived, and it was found that each segment valued different attributes during the customer journey stage. The customer experience analysis using the CX-Q process proposed in this study is expected to help understand customers in more detail and assist in managing and improving customer experience.

• Journal of the Korea Convergence Society
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• v.11 no.4
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• pp.17-25
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• 2020

This study focuses on the analysis of the service process and interaction mode of the serving robot used in the restaurant, Through user research, shadowing research and indepth interviews with customers and catering service personnel, this paper analyzes the contact points between catering service machines, people and users, constructs user journey map to understand users' expectations. In addition to the delivery service that can be allocated to the machine and people, the blueprint construction of ordering, reception and table cleaning services can also included in the service process. The final proposal is to improve the existing machine human interface and design a new service scheme.

• Journal of the Korea Convergence Society
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• v.11 no.1
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• pp.97-108
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• 2020

Nowadays, '1+N' is the operation model of compound bookstores. This study firstly investigated the general information and needs of customers and analyzed 4 basic behaviors of customers in 10 functional space of bookstore. Secondly, a preliminary analysis framework of interior design of compound bookstore was established, by applying 3 research tools of service design to 3 design elements of interior design. Thirdly, the case was analyzed in the preliminary analysis framework to find out the detailed process of the interaction between the customer and the bookstore, the touchpoint and the interior design project, to find out the blind spots in design, and put forward the solutions. Finally, after being refined, a compound bookstore interior design model based on the concept of service design was established. This model can be used to test the design content and service quality of the interior functional area of the compound bookstore, and to find out the design blank points.

• Journal of the Korea Safety Management & Science
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• v.19 no.4
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• pp.273-282
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• 2017

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers' requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

• Journal of Digital Convergence
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• v.19 no.6
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• pp.343-353
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• 2021

The beauty industry of China POP-UP store service, has entered the peak development period. This paper takes China Estee Lauder POP-UP store as an example, based on the user experience of interactive marketing mode in Beauty POP-UP store under the new retailing model. The paper aims to establish a system interaction design process integrating online and offline to help enterprises complete the sustainable development of marketing services. To achieve this goal, this study uses questionnaires to investigate the key elements of user experience, customer journey map to determine the user pain points, and completes the design of the new system process. This process can provide designers with a new perspective through experimental verification, with high timeliness and practicability. It also promotes the collaborative optimisation and upgrading of physical retail and online retail and provides theoretical support and practical basis for other enterprises.

• Journal of the Korean Society for Library and Information Science
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• v.50 no.3
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• pp.71-92
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• 2016

Service design is a process and methodology for innovating or creating service. This study analyzed library case that applied service design method to library service innovation and creation. The object of this case studies include 7 library such as Copenhagen's municipal library, State Library of Victoria, Carnegie Library of Pittsburgh, Georgia institute of technology library, North carolina state university library. This study analyzed separately to service design requirements, stake-holders, period, process, tools, result and main feature. The implications obtained through this case study are as follows: (1) The design of the library service are focused on user-centered services, future service creation. (2) The service design for library is designed by the collaboration of all stake-holder. (3) From the point of view of period, the service design is continuous, and it has a nature of the project. (4) The service design in library focus on user experience, processes and prototypes development and application. (5) The service design in library are applied to the new tool such as blue print, customer journey map, touch-point, shadow, persona. (6) The purpose of the service design in library is improved and created services, and is has holistic approach.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.5
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• pp.151-161
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• 2021

The purpose of this study was to identify citizens' needs and what they perceive the health-related problems are so public opinion can be reflected in the Daegu Community Health Plan. A citizen participation group was organized, and two roundtable discussions were held in June and July 2018. The number of participants in the first and second round was 40 and 44, respectively. Customer itinerary guidance, DVDM (Definition, Value, Difficulty, and Method) Map, and Persona-based scenario method were used for the roundtable discussions. The measures to improve the health status proposed by the citizens included expanding access to health services, establishing health services centered on small-living areas, expanding mental health services, creating health-friendly environments, resolving environmental problems, and improving social health. In addition, enhancing communication and creating harmonized environments, improving access to healthcare, generating pleasant physical environments, and assigning socials roles for vulnerable individuals were brought up as the means to resolve health disparities. The strength of the present study lies in the fact that, unlike survey methods, the citizens' exact needs were identified by sharing their thoughts. Moreover, it was proven that practical measures would be needed to implement citizen participation in planning health-related projects.