• 산업경영시스템학회지
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• 제31권4호
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• pp.162-167
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• 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.

• 한국디자인학회:학술대회논문집
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• 한국디자인학회 2004년도 추계 학술발표대회 논문집
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• pp.154-155
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• 2004

• 한국실내디자인학회논문집
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• 제20호
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• pp.98-104
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• 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)
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• 제17권8호
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• pp.2222-2240
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• 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.

• 한국산학기술학회논문지
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• 제16권2호
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• pp.1507-1515
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• 2015

본 연구는 사용자의 요구에 순응하는 서비스 디자인 기법과 프로세스를 기준으로 기존의 보행공간을 재설계함으로써 신도시 개발지에 안전한 보행공간 확보방안을 제시하는데 목적을 두고 있다. 연구의 순서로는 이론고찰을 통해 서비스 디자인의 개념과 프로세스에 대해 검토하고, 사용자 여정분석을 통한 디자인 지점 즉, 터치포인트를 도출함으로써 연구의 준거를 마련한다. 이를 토대로 화성 동탄 신도시를 대상으로 서비스 디자인 터치포인트를 교통신호체계, 교차로 보행환경, 보도육교, 접근도로로 결정하고, 문제발견, 콘셉 디자인, 디자인 반영, 제도검토에 이르는 디자인 프로세스에 의한 터치포인트별 보행안전 확보방안을 제시함으로서 인간중심의 도시조성을 위한 도시설계적 디자인 방향을 제시하였다.

• 대한인간공학회지
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• 제29권4호
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• pp.569-574
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• 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.

• 한국실내디자인학회논문집
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• 제24권4호
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• pp.3-13
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• 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.

• 한국융합학회논문지
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• 제11권4호
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• pp.17-25
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• 2020

본 연구는 식당에서 사용하는 외식서빙 로봇의 서비스 절차 및 인터랙션 방식에 중점을 두고 연구한다. 사용자 설문조사,사용자를 관찰하고 고객과 레스토랑 종업원의 인터뷰를 통한 레스토랑 서빙 로봇과 고객의 교류방식을 분석하고 사용자 요구를 파악하기 위해 사용자 여정 지도를 구축한다. 또한 서비스 절차에서 배달 서비스 뿐만 아니라 주문 서비스, 접대 서비스 및 테이블 정리 등을 모두 서비스 로봇이 행하는 것을 의도한다.최종 제안 연구 목적은 기존의 서빙 로봇 GUI을 개선하고 새로운 서비스 청사진을 설계하는 것이다.

• 한국융합학회논문지
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• 제13권5호
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• pp.523-529
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• 2022

한국은 급속도로 고령화되고 있는 국가로 치매 유병률 또한 증가하고 있다. 치매는 노화로 인해 주로 발생하고 있고 연령이 높아질수록 심각해진다. 서비스 디자인은 무형의 서비스를 가시화하고 구체화하는 방식으로 치매 서비스를 개발하기 위한 효과적인 방법이다. 영국은 디자인위원회에서 치매프로젝트를 진행하여 2011년 '치매와 함께 잘 살기' 프로젝트를 진행하고 2016년 '나이듦을 전환하기' 프로젝트를 통해 다양한 서비스와 혁신제품을 소개하였다. 본 연구에서는 치매 서비스 전략 도출을 위한 서비스디자인의 개념, 방법 및 영국을 중심으로 한 사례를 소개하고 주요 함의를 찾는다. 점차로 심각해지는 치매 문제를 해결하기 위해 다양한 이해관계자들과 기업, 전문가들이 협력과 파트너십을 기반으로 서비스디자인을 활용하여 효과적인 전략을 도출해내는 것이 필요하다.

• 대한인간공학회지
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• 제31권1호
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• pp.23-32
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• 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.