• The Journal of the Convergence on Culture Technology
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• v.10 no.4
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• pp.601-606
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• 2024

Today, governments are evolving into digital governments that actively leverage digital technologies to promote national development. Government websites play a crucial role as key elements in reshaping the interaction between individuals and the government. Within this context, government website chatbots play an important role in facilitating citizens' easy access to information. However, the chatbot ND on the National R&D Knowledge Information Portal (NTIS) exhibits low usage rates. This study proposes a framework based on user journey mapping to address the usability issues of chatbot ND. By delineating the user journey into pre-usage, in-usage, and post-usage stages, the study aims to identify points of inconvenience experienced by users at each stage and provide enhanced user experiences.

• Journal of the Korea Convergence Society
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• v.10 no.11
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• pp.463-470
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• 2019

Currently, the consumption process of Medical Marijuana is complicated, so it is necessary to provide patient-centered services. This study defined the consumption process of Medical Marijuana as three steps and five procedures for the user-centered consumption process direction study, and created a consumption journey map through user interviews with experience of purchasing Medical Marijuana to find the pain point in the consumption process. Then, based on the case studies of the United States and Canada, three scenarios applicable to Korea were presented according to the scope of implementation. It is meaningful that it is a user-centered study based on the experience of Medical Marijuana consumers and it is expected to be used as reference data in improving the consumption process in the future.

• International Journal of Contents
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• v.15 no.4
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• pp.50-58
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• 2019

Baotu Spring Park, a must-visit place in Jinan, China, has been rated as the country's highest-level scenic spot by the Chinese government. However, social media that highly reflects public opinions tends to express a lower evaluation of Baotu Spring Park. Thus, this paper employs service design thinking methods to identify the problems of Baotu Spring Park and provide solutions from the perspective of visitors. Based on desk research, tourist behavior tracking, contextual interviews, and a customer journey map, it was found that the service gap of Baotu Spring Park lacks a unified and effective instruction system. Also, the activities, parking, and high-quality tourist souvenirs are deficient, and there is no online information delivery platform. Finally, five suggestions are made,-respectively:,- redesign the sign system, enhance the participation of tourists, redesign the tourist souvenirs and display space, offer parking areas and shuttle buses, as well as set up a dedicated application.

• Journal of the Korea Convergence Society
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• v.13 no.5
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• pp.249-259
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• 2022

More than a year has already passed since the Gyeongbuk Hemp Regulation Free Zone Project was implemented, and it is time to supplement and review the deficiencies in production history management for the domestic hemp industry after the Free Regulatory Zone. In this study, the current status and characteristics of cannabis history management in the Gyeongbuk Hemp Regulation Free Zone project were investigated, and problems with current history management were derived using service design tools such as pilot interviews, shadowing, and Customer journey map. The case of the cannabis production system and the CTS recommended for the legal cannabis market in Oregon, a leading country, was compared and analyzed, and the direction was to secure safety through production cycle history management suitable for growth characteristics, efficient technology application for real-time management, and history information sharing. Through this study, it is expected that it will help improve the current hemp production history management system and properly settle the history management system of domestic hemp industrialization in the future.

• 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 Korean Institute of Rural Architecture
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• v.22 no.3
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• pp.49-60
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• 2020

The purpose of this study utilizes the service design methodology centered on the lives and experiences of rural residents, who are the main beneficiaries of the service, to derive specific problems and needs, and to propose a service improvement plan suitable for the rural residential environment. The study selected Dosan 2-ri Village, Hongseong-gun, Chungcheongnam-do as the target of the survey, used personas and Customer Journey map of service design method to derive specific core issues and insights from the village residents. By developing this, the final five service directions for 'Air care service', 'Self-driving garbage collection and treatment service', 'Emergency/disaster networking service', 'Contaminant removal service' and 'Mobility share service' were derived and presented according to each key keyword. This study is not just a study to grasp the actual conditions of the rural residential environment, but it focuses on the lives and experiences of rural residents and extracts elements that can respond to changes in the lifestyles and patterns of the residents. It can be used as a basic material for more realistic improvement of rural residential environment and service development research. Most of the existing studies on residential environments and spaces is focused on urban areas, and there is a limit to the use of rural areas in residential areas. Therefore, by making recommendations for improvement of residential environment services suitable for rural areas and by creating residential spaces and environments in rural areas in a comfortable and safe manner, it is thought that it is possible to contribute to improvement of satisfaction in rural areas and improvement of healthy housing welfare as well as to improvement of the quality of life of residents of rural areas.

• Korea Journal of Hospital Management
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• v.22 no.3
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• pp.118-132
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• 2017

This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers' needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.

• Journal of Digital Convergence
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• v.15 no.7
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• pp.367-373
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• 2017

The study aims to suggests mobile application service that helps to reduce physical and mental suffering after surgery for breast cancer patients constantly increasing. At first, I analyze literature research to understand the breast cancer and similar services for achieving study purposes. After I finally design a mobile application that offers to customed one-to-one specialist coaching service focused on post-treatment management by using a double diamond design process model. In detail, first, I analyze the current program and comprehend user needs through interviews with the person such as breast patient, protector, nurse, salesperson in cancer center. Second, I specify the entire scenario, concept and keyword based on the persona and the customer journey map representing user. Third, I propose the mobile application for the ultimate goal by producing prototype to effectively communicate with specific functional descriptions. I hope this service will improve the quality of their lives.

• 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 Information Technology Services
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• v.20 no.5
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• pp.137-146
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• 2021

Recently, public participation in government policy design has been further expanded and public services perceived by users are expanding. At this time, the role of the digital government and the direction of the service to be pursued are user-centered, and above all, it is necessary to focus on the keywords of pre-emptive, preventive, and customized. In order to propose service quality improvement in the public sector, service user-centered classification and monitoring are integrated and the usability of government documents is improved. It is necessary to identify the needs of whether to provide a path for public participation. In the post-corona era, people are accessing quarantine information from the digital government every day. The government should proactively respond to the acceleration of digital transformation and the non-face-to-face demands of the people who experience non-face-to-face daily life. In order to evolve into a smart organization along with the innovation promotion plan and to provide customized services, it is necessary to use existing guides for institutional and technical improvement, along with new technology and data-based analysis, to strive for change management. The government should seek counter-measures that have advanced one step ahead by incorporating new high-tech IT with user-centered necessary services. This study aims to derive improvement plans to provide user-centered digital government service design when designing public services and collecting public opinions. Based on the e-government development model research and the existing research on user-centered service design in the public sector, institutional and technical measures are provided for the improvement of digital government service design.