• Journal of Digital Convergence
• /
• v.16 no.6
• /
• pp.335-341
• /
• 2018

This study is to innovate policy service development by utilizing beneficiary - centered service design to public information and public data and services that citizens can experience. The Gov 3.0 Design Group operated by the Dongbuk Regional Bureau of Statistics in Daegu in 2015, proposed a 'start-up decision support service' for pre-founders, using data mining on the GIS spatial information held by the Statistical Office and real-time settlement information of credit card companies. For this, service design process and methodology were adopted and participation of various stakeholders. This study suggests that national design activity based on service design is effective in transforming public service based on government information disclosure. It is also worthwhile as an approach that can be considered when the government wants to release or open information or public data in useful form to the public.

• Journal of Service Research and Studies
• /
• v.11 no.2
• /
• pp.95-105
• /
• 2021

The purpose of this study is to improve the accuracy of service satisfaction by utilizing KSC (Kano, Score Model, Concept Position) analysis methods in order to present various fitness center service models for healthy new silver generation centered on P fitness center which runs six branches in Busan. Double Diamond-based methods led to a case study focused on the P fitness center's Yeon-san branch which well leading in a wide variety of leisure infrastructures for the senior citizens. Throughout this study, based on the insights extracted from the customers were culminating in nine service design models from the perspective of administrators and trainers. The final derived nine models have been evaluated by Kano's satisfaction evaluation, Concept score, and Concept position evaluation. All of the nine models results indicated as valid except for models 3 and 6. Finally, an implementation roadmap was proposed by dividing it into investment cost and effectiveness.

• Design Convergence Study
• /
• v.16 no.2
• /
• pp.223-238
• /
• 2017

Due to recent increasing of tour, leisure industries, customer's usage of service became more grouped and customer-to- customer interaction became more important. Under these service environment, it is easy to find cases of damaging other customer's service experiences by some customers who use service in selfish manner. Customers called 'Jaycustomer' usually happen in low frequency, but they are serious service failure because they can deliver bad service experience. It seems previous service design tools couldn't handle these cases enough. So it will be good to reinforce to handle these incidents. This study was based on the empirical insights of service design case study by using 'evil persona'. Literature review and survey were performed to find out proper servicescape for 'evil persona'. From analysis, the service environmental factors which affect frequency of negative customer-to-customer interaction were selected. Also, many cases of such negative behavior were gathered and sorted to find types and patterns which affected by selected service environmental factors.

• Information and Communications Magazine
• /
• v.32 no.2
• /
• pp.41-51
• /
• 2015

서비스 디자인 기법은 사용자에게 만족도 높은 서비스를 제공할 수 있는 객관적이고 효과적인 방법 중 하나로, 본 고에서는 사용자 경험을 바탕으로 고객 여정 맵(Customer Journey Map) 기법을 적용하여 스마트 ICT 올림픽 서비스 디자인 사례를 제시한다. 고객 여정 맵 기반의 서비스 디자인 절차는 이해당사자(선수단)를 대상으로 한 조사단계, 조사 결과 분석을 통한 서비스 전략 및 컨셉 도출단계, 서비스 기획을 통한 서비스 제안단계 및 서비스 실행단계로 구성된다. 본 고에서는 스마트 ICT 올림픽 서비스 디자인을 위해 선수단 전문가 그룹의 심층인터뷰를 통해 여정 별 사용자 욕구(Needs)를 분석하였고, ICT 기술 중심의 올림픽 서비스 목록을 대상으로 사용자 욕구를 매핑하였다. 분석 결과 선수단 전문가 그룹은 이동 편의성, 최신정보 및 운영센터와의 커뮤니케이션 그리고 선수단 커뮤니티 및 문화체험 정보 등 3개 부문에 대한 욕구가 컸으며, 이를 기반으로 스마트 ICT 올림픽 서비스 목록을 도출하였다.

• The Journal of the Korea Contents Association
• /
• v.16 no.2
• /
• pp.277-286
• /
• 2016

This study proposes customized design process and methodology for wordpress web service based on structural analysis of wordpress theme components to enhance design quality of wordpress sites and increase designer's role in wordpress service domain. Firstly, we have identified problems of wordpress theme information through exploring theme search and theme information analysis in main wordpress theme markets. Secondly, we set up case study to experiment full process of wordpress theme based web design, then found unique problems in each design phases. As a result, customized design process and methodology are proposed for wordpress theme based web design.

• Journal of Korean Library and Information Science Society
• /
• v.42 no.4
• /
• pp.181-201
• /
• 2011

The recent diversification of society surrounding libraries is influencing the services of libraries. This study suggested the directions of public library services from the aspect of the universal design based on the analysis of related systems and cases to provide all users with universal services in accord with the nature of public libraries amid rapidly changing social environment. This study suggests four directions: the "universal design" which is the keyword for pursuing universality of public library services; the pursuit of economic value of public library services based on the universal design; the universal design for the improvement of perception of public library services; change in policies and systems related to public library services through the application of the universal design.

• Journal of Korea Society of Industrial Information Systems
• /
• v.29 no.2
• /
• pp.169-190
• /
• 2024

The purpose of this study is to design an effective innovation model for communication-centered public services, based on the case of Korea Midland Power Co., Ltd (KOMIPO). This study analyzed customer and employee participation activities at KOMIPO, focusing on communication activities to derive the best practices. The study comprised of the following stages: (1) Preparation stage to assess the current situation and promote change management; (2) Problem-solving stage for improving public services; (3) Problem-solving stage for improving work processes; (4) Problem-solving stage for strengthening collaboration, and (5) Design stage for an innovation model. Based on the results of this study, an innovation model was developed for public services by applying the double-diamond design process. The proposed model presents a process structure, which is derived through an iterative process of primary divergence (discovery) and convergence (definition), and secondary divergence (development) and convergence (delivery). This study also proposed the possibility of applying the Idea-Power-Plant activities of KOMIPO's best practices to the proposed model. While this study proposed an innovation model for communication-centered public services through the analysis of a specific public company, the results of the study provide broad insights for effective operations management through efficient communication based on the participation of customers and employees in public institutions.

• The Journal of the Korea Contents Association
• /
• v.19 no.12
• /
• pp.440-451
• /
• 2019

Smart City is a future-oriented city that provides users with desired services through various devices anytime and anywhere using Information and Communication Technologies (ICTs). In order to provide the smart city service desired by the user, the user-oriented design concept should be based on above all. The design and development process must be based on the opinions and needs of everyone involved and needs to ideally reflect all user information and feedback, including users, designers and stakeholders at all levels. Participatory design approaches can be seen as an attempt to better understand and engage real users, and they are essential and important to create more appropriate and user-friendly smart-city services. This study has recognized the importance of developing a smart city service from the viewpoint of user - centered design and examined the methodology of design thinking and service design process for smart city service development. User - centered design concept model for smart city service design was designed, and serviceability case developed based on concept model was verified.

• The Journal of the Korea Contents Association
• /
• v.21 no.10
• /
• pp.103-114
• /
• 2021

This study explores research methodologies of design and data science, and applies data science paradigm on design process. Design research methodologies would have benefits of productivity and efficiency by using data driven design methodology. From insights of former studies, a new methodology of data driven design is suggested that design problem is transformed to data set attributes, such as variables, values and data patterns. The fine dust information app design is conducted as a case study to prove this methodology.

• Proceedings of the Korea Society of Design Studies Conference
• /
• 2002.05b
• /
• pp.62-63
• /
• 2002