• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.31 no.4
• /
• pp.162-167
• /
• 2008

FMEA (failure mode and effect analysis)is a widely used technique to assess or to improve reliability of product not only at early stage of design and development, but at the process and service phase during the product life cycle. In designing a service system, this study proposes a fuzzy service FMEA with the service blueprints as a tool which describes customer actions, onstage contact employees actions, backstage contact employees actions, support processes, and physical evidences, in order to analyse and inform service delivery system design. We fuzzified only two risk factors, occurrence and severity, to more effectively assess the potential failure modes in service. Proposed fuzzy risk grades are applied to Gaussian membership function, defuzzified into Fuzzy Inference System, and eventually identified the ranks on the potential fail points.

• Proceedings of the Korea Society of Design Studies Conference
• /
• 2004.10a
• /
• pp.154-155
• /
• 2004

• Korean Institute of Interior Design Journal
• /
• no.20
• /
• pp.98-104
• /
• 1999

This study aims to offer fundamental design strategies for concerning public·service space in museums through comparative analysis between korean and foreign museums. In so doing, it deals with the spatial configuration of public·service space. It suggests that the careful consideration about the public·service space should be taken in order to make the museum public in real sense. Some design strategies suggested in this study can be used as fundamental data for a public museum design, in particular at the early stage of the design process.

• KSII Transactions on Internet and Information Systems (TIIS)
• /
• v.17 no.8
• /
• pp.2222-2240
• /
• 2023

Brand fandom refers to a collection of consumers with strong emotions toward a brand. Studying the dynamics of brand fandom can help brands understand which services or strategies influence their consumers to become a part of brand fandom. However, existing literature on fandom in the last three decades has mainly used qualitative methods, and there is still a lack of research on fandom using quantitative methods. Specifically, previous studies lack a framework for locating fandoms from online textual data and analyzing their dynamics. This study proposes a framework for exploring brand fandom dynamics based on online textual data. This framework consists of four phases based on the design thinking model: Preparing Data, Defining Fandom Categories, Generating Fandom Dynamics, and Analyzing Fandom Dynamics. This framework uses techniques such as social network analysis and process mining, combined with brand personality theory. We demonstrate the applicability of this framework using case studies of two Korean home appliance brands. The dataset contains 14,593 posts by consumers in 374 online communities. The results show that the proposed framework can analyze brand fandom dynamics using textual customer data. Our study contributes to the interdisciplinary research at the intersection of data-driven service design and consumer culture quantification.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.16 no.2
• /
• pp.1507-1515
• /
• 2015

The aim of this study was to suggest an enhancement of pedestrian safety through a service design process regarding urban design in new-town area. For this study, the concept, process and touchpoint, and survey design area, of the service design are reviewed as a theoretical study. According to this study, traffic signals, pedestrian environment, pedestrian overpass, and access traffic road were surveyed as touchpoints and a problem search, concept design, design building, institutional implement were analyzed as a service design process. As a result of these studies, the planning method for pedestrian safety based on service design process in terms of the external space design in a new-town area are suggested.

• Journal of the Ergonomics Society of Korea
• /
• v.29 no.4
• /
• pp.569-574
• /
• 2010

After the beginning of Web2.0 era, newly developed interaction design patterns based on Ajax(Asynchronous JavaScript and XML) have been tried in various Web2.0 services. These new interaction design patterns enable web service to provide rich experience for users. However, it is very hard to find organized task based guideline about Web2.0 interaction design even though there are a lot of complicated interaction design techniques and patterns. It is essential to have Web2.0 interaction guide based on Ajax because it can guide designers to use appropriate interaction design patterns and to keep usability for ordinary users. Therefore, this research aims to establish task based interaction design guideline for Web2.0 service based on Ajax. The reason why this research focused on Ajax is that Ajax is most widely used language for Web2.0 service. First, primary five interaction design patterns were defined through analysis of various interaction design patterns from Web2.0 services. Second, detail interaction design tasks from five major patterns were analyzed based on the study of major Web2.0 services such as Gmail, Twitter, YouTube and Google maps. Third, general design guidelines such as heuristic guidelines for web service are studied through literature review. After all, this study proposed task based interaction design guide for Web2.0 service with Ajax. With this guide, designers and developers can choose appropriate Web2.0 interaction patterns and apply to their service and provide service to users with enhanced usability and satisfaction.

• Korean Institute of Interior Design Journal
• /
• v.24 no.4
• /
• pp.3-13
• /
• 2015

For last decades, the interests and efforts to enhance healthcare facility users' experience is focused on improving facility environments for healing (Delvin, 2003) and servicescapes in order to meet the users' needs (Becker, 2008; Seunghee, 2011). In the emerging experience economy, customer want experiences and they're willing to pay for the experiences and memories not goods. (Pine, J. & Gillmore, J., 1999). It is important to identify what supports customer experiences and how they perceive the experiences in healthcare environments and it will provide important information for healthcare planners, managers, architects, and interior designers. This study examines the service user experience design elements from a User Experiences design perspective. It focuses on healthcare facilities as user experience elements and build up a conceptual framework that outlines service user experience design elements in healthcare facilities. Literature review and case studies were conducted to build the service user experience design elements according to affordance theory. Findings from this study shows that service user experience design elements were introduced and newly developed which can be categorized into three factors; 1) Functional experiences in the physical environments (safety, accessibility, self-directiveness), 2) emotional expression and cognitive experiences (identifiability/clarity, natural features/pleasant environment, aesthetic elements/playful space, media richness), 3) social relational experiences(closeness, privacy, communication with staff, integrated system). These service user experience design elements will help healthcare facility designers to understand what customer experiences, how they increase the satisfaction, and how they improve facilities for modeling the industry's best practices.

• Journal of the Korea Convergence Society
• /
• v.11 no.4
• /
• pp.17-25
• /
• 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
• /
• v.13 no.5
• /
• pp.523-529
• /
• 2022

South Korea, a rapidly ageing country, faces increasing dementia rate as the incidence of dementia increases with ageing. Service design is an effective method to develop dementia service by visualizing and specifying intangible forms of service. The Design Council in the U.K. carried out dementia solution projects such as 'living with dementia' in 2011 and 'transform aging' in 2016, introducing successful services and innovative products. Seeking useful implications, this paper explores the concept and method of service design focusing on the U.K. cases. To suggest solutions on dementia, effective strategies should be set up on the basis of service design, which embodies various stake holders' cooperation and partnership.

• Journal of the Ergonomics Society of Korea
• /
• v.31 no.1
• /
• pp.23-32
• /
• 2012

Objective: This research proposes a methodology, which validates a grasp of the customers' emotions in the service design area. Background: As the era of service design has taken its approach, the need for a deliberate design that would reflect the customer's experience had emerged in the area of service. Therefore, a variety of methodologies has been adopted in the field of service design with the purpose of discovery of the customers' needs. Even though the importance of an emotion-sentient research of a service experience increases, its research progress remains to be inadequate in comparison to all the other areas. Method: Having had taken some resources from the emotional studies under other areas of expertise as a base, the concept of volatility of emotions has been introduced as the core element of this research, further followed by an elaboration of its special characteristics. The observation technique under Stakeholder's system: SOMC(Simultaneous Observation Method based on Cooperation) has been proposed in this study as it presents an effective way to grasp the concept of volatile emotions in contrast to the previously existent types of methodologies. Results: The SOMC rather supplements the existing research methods than substitutes the previous ones. In other words, although the existing research system allowed emotion detection, it was difficult to capture the change of momentary and fickle emotions. On the opposite, the SOMC provides a condition allowing a sufficient grasp of the customer's emotions and facilitates emotional capture. Conclusion: For that reason, it is hoped that this piece of research represents a valuable and effective approach in terms of grasping the true needs of the customers on the emotional level, which will in its turn contribute to the improvement of the service quality in the midst of a complicated service condition. Application: Moreover, the purpose of this research is that in its outcome it may serve as a sufficient contribution to the area of emotional studies within the field of service design.