• Journal of Korea Multimedia Society
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• v.22 no.6
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• pp.729-737
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• 2019

This study defined the animation space as the concept of map based on the space of Joseph Campbell's heroic narrative. The space in which the animated character exists is an image symbolic language that reflects the inner and outer growth stages of the hero. I focused on the spatiality that plays the role of the power to lead the narrative and examined the meaning as the mediator that leads the heroic narrative. First, 6 spatial variables were derived by observing 'Hero's Journey 'which is used as a basis of US commercial animation scenario. Second, spatial variables are defined as 64 zones and proposed as 'Spatial Map Model of the Hero's Journey' (SMMH). Third, the character space of was applied to 'SMMH', and the change of space utilization rate and spatiality and the narrative meaning were analyzed. This study extended the narrative of animation space which was not actively studied to map concept. It is possible to provide a different viewpoint in animation production and research.

• 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.

• 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 Information Technology Applications and Management
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• v.28 no.4
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• pp.59-78
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• 2021

Mobile Grocery Shopping (MGS) has become the New Normal as the COVID-19 pandemic has changed the way consumers shop. Drawing on the framework of Customer Journey Map (CJM), this study explores consumers' MGS by identifying specific stages of Customer Journey and comparing consumers' satisfaction between PC-based online and mobile shopping experiences at each stage throughout the journey. This study collected 562 responses from subjects who have mobile and PC-based grocery shopping experiences at the major domestic e-Commerce platforms. Independent t-test analysis showed that differences in satisfaction between mobile and online shopping experiences exist in 5 main stages and 16 sub-stages of CJM. The results of service and technological innovation mentioned in the actual industry report were seen as empirical results leading to continued use of MGS as well as customer satisfaction. The findings of this study contribute to the research stream on Customer Journey by adopting the structure of CJM and analyzing specific stages of the journey in the context of MGS. Managerial implications for mobile-based business practitioners are also discussed.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.109-116
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• 2012

Objective: The aim of this study is to present a solution to problems in the services provided by the general hospitals by creating a user-centric environment through analyzing the User Journey Map and the User Context. Background: The rapid growth in aging population and the monopolization of superior medical staffs by the general hospitals increased demand for the general hospitals in Korea. But, often services provided by the general hospitals are provider-centric and low quality. Method: This study examines problems in the services provided by the general hospitals by analyzing the User Journey Map through stakeholder interviews(contextual interviews) and on-site observation. Based on the contextual analysis of the user(i.e. the patient), this study proposes new and improved user-centric services to be provided by the general hospitals. Results: Ten new user-centric services proposed by this study are: (1) "Booklet on Success Story", (2) "FAQs by Doctor", (3) "Designated Nurse", (4) "Patient Interview Record Card", (5) "Close relationship between doctor & patient", (6) "Thank You Notice Board", (7) "Step by Step", (8) "Green Cap", (9) "Patient Kit", (10) "RFID Direction Display System". Conclusion: The service design for the general hospitals proposed by this study is an important case-study on improving the environment of the general hospitals from provider(medical staffs)-centric to user(patents and its family)-centric. Application: This study is expected to be used in various areas to improve existing system(products and/or services) to be more user-centric.

• 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.

• International journal of advanced smart convergence
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• v.10 no.1
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• pp.176-183
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• 2021

The purpose of this study is was to analyze customer experience attribute of professional baseball. To achieve objectives of this study, a method was used the in-depth interview and experts' consultation which understanding the attributes and structure of customer experience attribute of professional baseball. As a result, the professional baseball customer experience attributes are 'viewing plan & purchase', 'stadium movement', 'entrance stadium', 'move to seat', 'game viewing', 'amenities/services', 'events/cheering', 'move after match'. The review of the experience section and attributes derived through in-depth interviews with professional baseball fans was verified through an expert' consultation to secure content validity. Through this process, 8 experience section and 41 attributes were analyzed. The customer experience journey was analyzed for a more in-depth analysis of the viewing experience of professional baseball fans. The customer experience journey was presented based on the needs of fans and discomfort in each experience section activity.

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

• Journal of Korea Multimedia Society
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• v.24 no.12
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• pp.1693-1707
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• 2021

The purpose of this study was to improve the experience of visiting obstetrics and gynecology of single women. After analyzing previous studies on Korean single women's perception of visiting obstetrics and gynecology, Contextual Interviews and Cultural Probes were conducted on single women in their 20s who visited obstetrics and gynecology. Based on this, personas were constructed to solidify the direction of problem solving by identifying the behavioral patterns and characteristics of single women. In this study, factors that hinder unmarried women's visits to obstetrics and gynecology and improvement measures were derived based on the information obtained using service design tools such as User Journey Mapping and Stakeholders' Map. Afterwards, a preference survey was conducted to increase the persuasiveness of the proposed method. The follow-up research task is to produce and propose the derived solution as a prototype that can be used in the actual field, and then proceed with user evaluation.

• Proceedings of the National Institute of Ecology of the Republic of Korea
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• v.3 no.3
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• pp.178-186
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• 2022

In order to support biomimicry technology development, it is necessary to develop an omnidirectional service platform which can recommend principles of biomimicry and business ideas, providing experts' networks and carrying out their relevant education and promotion on the ground of baseline data and application research materials related to biomimicry. This study was conducted to establish any probable plans for construction and utilization of the future open-platform which will collect and serve the technology of biomimicry. Accordingly, biological and ecological information databases were examined along with the appreciation of construction and management of major biomimicry DB, and, based on the materials from the interview of related experts, a customer journey map was schematized. Lastly, in order to suggest a mid-to-long-term target-model, the roles of a future biomimicry knowledge service-platform were determined along with the potential plans for its construction and management based on case analysis and customers' needs.