• The Journal of the Convergence on Culture Technology
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• v.9 no.1
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• pp.787-797
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• 2023

The use of service robots, particularly guide robots, is becoming increasingly prevalent in public institutions. However, there has been limited research into the interactions between users and guide robots. To explore the customer experience with the guidance robot, we selected 'QI', which has been meeting customers for the longest time, and collected all reviews since the service was launched in public institutions. By using text mining techniques, we identified the main keywords and user experience factors and examined factors that hinder user experience. As a result, the guide robot's functionality, appearance, interaction methods, and role as a cultural commentator and helper were key factors that influenced the user experience. After identifying hindrance factors, we suggested solutions such as improved interaction design, multimodal interface service design, and content development. This study contributes to the understanding of user experience with guide robots and provides practical suggestions for improvement.

• 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 Digital Convergence
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• v.18 no.2
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• pp.361-366
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• 2020

The purpose of this study is to find out user preference on personification of the public service robot. Public service robot services in public places is increasing, which is expected to continue to increase. Proper anthropomorphism of robots has positive effect on user experience. On the other hand, when the level of likeness exceeds a certain point, it provokes strangeness and a sense of unease. Therefore, it is necessary to prepare standards for anthropomorphism required for public service robots. In order to find it, a survey and an in-depth interview were conducted. According to the analysis, people prefer verbal interaction with the robot, and the proper age for the voice is in their 20s and 30s. It is recommended that no biological signals appear on the robot and there is a need for personalized services. Through this research, it is expected that it will contribute to design of public service robots that enhance user experience.

• Journal of Service Research and Studies
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• v.11 no.3
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• pp.55-74
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• 2021

In the global era, the tourism industry is a major profitable business, and the state and local governments are making various efforts to provide quality tourism experiences. The purpose of this study in a variety of tourism contents is to study barrier-free subway services in line with the global era, and to expand from the existing rapid, safe, and ordered transportation to the provision of high-quality comfort and all-round service experiences. This study compared and analyzed the subway service systems of Korea, China and both countries through the service design method, and presented a barrier-free subway service system to improve the user's satisfaction with the subway service system by improving the user's service experience. As a result, research results showed that 20 attractive quality attributes in 17 fields, such as convenience facilities, language issues, security equipment, and riding environment, play an important role in improving the quality and experience of subway services. In addition, through the construction of a Service Spatial Scenario, an optimized subway service system can be visualized to help understand this so that it can be used as a reference for creating a strategic application.

• Journal of Digital Convergence
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• v.16 no.2
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• pp.287-292
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• 2018

The purpose of this study is suggest the guideline by analyzing and categorizing the case of trends of Beacon technological development and Beacon-Based service in culture and art space of domestic and overseas. I did some literature research followed with theoretical background of beacon service, also did case study of beacon service application in domestic and overseas culture space. The result indicate that beacon technology can provide a variety services in a wide space. Through domestic and overseas case studies, it was found that beacon service in domestic exhibition space should be given as experience-oriented services beyond benefit-oriented services. As this point of time, this study will become a good resource for various communication services through beacon service in Korea.

• Journal of Digital Convergence
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• v.15 no.3
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• pp.301-306
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• 2017

With the popularization of smart-phone, a variety of application service user is a rising trend now. In contrast, studies concerning library application service that cast a long shadow over the life of students and citizens still lacking in many ways. This study evaluates user experience of Young-in Si public library application service, and investigates user requirements. I searched the real user reviews about Young-in Si library application both App store and Android market. As the final outcome, I found inconveniences and improvements of this service. The application is intuitive, but requires consistent design, strong identity and customizing main page. It will be suggested specific guidelines for the public library mobile services in other areas.

• Journal of the Architectural Institute of Korea Planning & Design
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• v.35 no.4
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• pp.15-24
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• 2019

Currently, museums and architectural heritage provide augmented user experiences by incorporating various media technologies. They still, however, suffer from the limitation of entertainment-based and the provision of location-based simple and repetitive contents. In addition, while acting as a key medium of experience for architectural heritage, the concept of space is not properly reflected in current services. The purpose of this study is to design user space experience considering such characteristics of architectural heritage. The spatial experience content and content production platform are defined. This software platform creates content that enhances the experience of the place by giving a context-based digital data associated with space and objects. The spatial experience content is designed as a series of experience sequences. The composition of the sequence borrows the method of film and narrative which segment and connect consecutive experiences on a scene basis considering user's detailed spatial experience. Therefore, content components can be combined and reproduced in various types. Augmented contents were extracted by using rule-based reasoning function of ontology at the moment. As a practical example of architectural heritage, the Seokjojeon Hall is used to reveal a spatial experience scenario.

• Korean Management Science Review
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• v.33 no.3
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• pp.19-30
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• 2016

This study provides a framework to assess network design under the regime of QoE (Quality of Experience). Our approach is expected to reveal the necessity of developing the QoE measures and applying this notion to network design, particularly in the mobile environment. Furthermore, our model shows the ample potential that both users and network providers are able to attain a win-win case by shifting the focus on network design and service operations from QoS (Quality of Service) to QoE. Since the former considers only relevant technological specifications, it may fail in capturing critical factors surrounding users, such as a context where the corresponding user is working on. For example, according to one study [13], the bit-rate, a widely employed QoS measure, shows inferior performance in provisioning network resources to the MOS (Mean Opinion Score), a representative QoE measure. Our framework develops the idea and construct a prototype to systematically assess network design and operations in terms of QoE. The proposed prototype aims at achieving a higher level of efficiency without severely deteriorating users' satisfaction level. We also provide some simulation results which support our idea. That is, reducing the chance of over-provisioning on the basis of the QoE paradigm results in a great flexibility. It may give price cut for users or postponement of network investment for providers or both. Our simulation results also seem robust irrespective of the forms of the QoS-QoE relationship.

• Health Policy and Management
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• v.32 no.1
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• pp.94-106
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• 2022

Background: The efforts to build more "people centered," "patient centered" health system has been emerging all over the world. Aligning with it, the Korean government is conducing the survey called "Medical Service Experience Survey (MSES)." There are critics, however, that MSES is not scrutinizing the medical experiences of patients in various healthcare settings. For this reason, this study aims to perform an empirical analysis of the differences in answers of patients responding to various healthcare settings. Methods: There are two steps in this study. First, explanatory analysis is conducted to compare the tendency of statistical concentration on questionnaires by divided healthcare settings. Second, confirmative analysis is carried out to evaluate the construct validity, reliability, and discriminant validity of the questionnaire in each healthcare setting. The raw data of MSES, which was conducted in 2020 by the Ministry of Health and Welfare in Korea and the Korean Institute for Health and Social Affairs is used. Results: As a result of exploratory factor analysis for all outpatients, the items were classified into four factors statistically: "doctor experience," "nurse experience," "outpatient service experience," and "patient satisfaction." It was confirmed that the reliability of all factors extracted was secured. However, for patients who visited hospitals, questionnaires related to personal privacy, such as "experiences on medical staffs considering physical exposure" or "experiences related to personal information exposure," were answered in conjunction with items of "nurse experience." Besides, patients responded that administrative elements of medical services, such as "experiences of comfort in medical institutions" and "experiences of satisfactory administrative services," were related to the items of "nurse experience." The answers of patients who visited traditional medical hospitals and clinics about "doctor experience" and "nurse experience" were not discerned statistically, and the answers to "doctor experience," "nurse experience," and "medical institution experience" were entangled with the responses of patients who visited dental hospitals and clinics. On the other hand, as a result of the confirmatory factor analysis, it was found that the inquiries of MSES generally had intensive validity. Conclusion: The collection of objective and scientific data is the prominent component to enlighten the patient-centered healthcare system alongside with change of the worldwide paradigm of measuring the healthcare system performance as follows the transition of perspective of health care from provider-centered to patient-centered. This study empirically shows that the patient experience can vary as the healthcare settings. Furthermore, to make an advance in measuring the experience of patients with medical services, this article proposes the deliberate consideration of the different kinds of healthcare settings and articulate design of the survey.

• Korean Institute of Interior Design Journal
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• v.24 no.4
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• pp.70-79
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• 2015

The concept of food and beverage space in modern society is changing into complex space where various experiences are provided. With the increase of food service brands, those brands are getting standardized. Providing more differentiated experience and service became an element of competition to companies. The flagship stores among stores presented by companies have much influence on promotion and sales. Thus, it would be necessary to provide integrated service by adopting service design process for the differentiated design of such experiential space. The objective of this study is to examine the satisfaction of service design of food and beverage flagship stores. By creating a checklist to evaluate the space through the theoretical consideration of flagship stores and service design, the satisfaction of service design of food and beverage flagship stores was analyzed. Through the survey with users of the case space, it was possible to check the satisfaction of the service design elements applied to the food and beverage flagship store space. The satisfaction with service design was evaluated through the 5point scale. When the average point was high, the satisfaction with service design elements was high. In the results of the analysis, regarding the spatial composition of flagship stores, the overall interior/exterior atmosphere should contain the image of the company. As flagship stores compose space that can express various event space and company itself on top of the space for sales, they should present the spatial composition differentiated from other general commercial spaces. The significance of a study on service design of flagship stores is to show positive effect on flagship store space. In the future, it would be necessary to have comparative analysis on domestic and foreign cases applied with the service design process, and also to analyze the strategies in the aspect of service design.