KR20230163954A - Idea creation and visualization support system for product or service development using Servise Experience Design method - Google Patents

Abstract

The present invention uses various creative tools to develop services or products, and the conventional method collects information offline, and complex data processing uses a separate analysis system to use and analyze these creative tools. To do this, a certain amount of knowledge and experience was required. However, the creative techniques applied to the present invention, currently called 'service experience design (experience design)', have led to the development of services and products by various stakeholders such as the general public, developers, and users in addition to people with knowledge and experience. In order to respond to these environmental changes, the use of creative tools by various users is required, and at the same time, analysis techniques suitable for use by users are also required.
The present invention expands information input from offline to online to meet these user needs, and establishes automation through application of AI (artificial intelligence) and sharing of registered information, allowing more users than before to use service experience design (experience design). This is a method that makes it easy to use.

Description

Idea creation and visualization support system for product or service development using Service Experience Design method}

[0001] The present invention is a service design and product design (service design, product design) technique in which information is input from a computer or mobile device, data processing is performed on the server where the information is received, and the data is visualized to provide information to users and workers. It is a service experience design (experience design) development support system tool that supports easy use.

[0002] Techniques (tools) to support service experience design (experience design) applied to this development system are divided into workers and task managers, allowing users to enter and use information in the system individually, linked, or interacted.

[0003] The techniques (tools) for supporting service experience design (experience design) applied to this development system can be used independently, and the information entered at this time can be shared and linked only to the user account.

[0004] Some of the techniques (tools) to support service experience design (experience design) applied to this development system are AI (artificial intelligence) applied to facilitate the use of this technology development system by workers or work managers. It can be used by exchanging API (Application Programming Interface) with other developed system services.

[0005] Tools for product development or service development applied to the present invention apply service experience design (experience design) techniques, specifically, diary techniques for registering information using mobile devices, video ethnography techniques, It includes focus group interview (FGI), in-depth interview, and affinity technique techniques that register information through mobile devices or computers, including group sketching techniques.

[0006] In addition, techniques that utilize information input using a computer include mood board technique, stakeholder mapping technique, persona technique, customer journey mapping technique, Kano model technique, service blueprint technique, business model 9 block technique, and service prototype. Includes the application of typing techniques.

[0007] In addition, in applying the subqual technique as a technique to measure consumer satisfaction of already developed products or services, and the service cap model technique for diagnosing the current level of service, information is collected through mobile devices or computers. is collected, and includes the function of analyzing and visualizing it through the server and transmitting it to the terminal.

[0008] As the industry develops, many products and services are created, making it increasingly difficult to create products or services that consumers want.

[0009] Additionally, when developing products or services, products or services are developed that do not properly reflect the needs of developers, resulting in products or services that are unsuitable for use by both users and developers.

[0010] In order to solve this problem, this technology development allows design development tools called service experience design or experience design to work online, and also provides data linkage between design development tools and AI (artificial intelligence) suitable for some tools. By applying the function to link information with external systems through API (Application Programming Interface), the ease of use for workers and the barrier to entry for users into the system are minimized, allowing all stakeholders involved in product or service development to have a natural experience related to service or product development. It is an invention developed to encourage participation.

[0011] In applying this technology development to a plurality of design development support tools called conventional service experience design or experience design, the invention and development product is more convenient for users (workers) in terms of usability and accessibility, which are disadvantages of conventional development support tools. In order to improve ease of use, information can be easily entered through mobile devices and computers, and the server that receives information can work online, similar to SaaS format. In addition, data linkage between each development support tool, AI (AI) It was developed by adding user convenience and some automation functions using artificial intelligence (AI) functions.

[0012] Similar to this technology development, service design development support tools available online have been distributed with some functions online and automated.

[0013] Republic of Korea Patent Publication No. 10-1421275 (Title of the invention: Simulation method for user experience-based service prototyping) is to sense and analyze information such as human senses in the experience prototyping simulation method, and for use, sensing is required. A high-end computer is required to smoothly process the collected data, and in order for general service experience designers to utilize the above technology, separate specialized training in SW is required, making it difficult to use for service experience designers and general workers. am.

[0014] A method similar to the service measurement system, which is one of the implementation results of the present invention, is Korean Patent Publication No. 10-2013-0024739 (title of the invention: Real-time experience analysis system and method), which uses a terminal and a database end (server) in the evaluation process. ) The method of visualizing the results by communicating with is similar, but there is a difference in the method of visualizing the results in that it focuses on the experience evaluation index, and the experience evaluation index used in the conventional invention varies depending on the operator using the system, so the user The expertise of the (worker) is required, and the same method may produce different results depending on the worker, so supplementation is necessary in the information input method or information processing method.

[0015] As a tool for reasonable design improvement when working on service experience design (experience design), the U.S. published patent US 2021/0073311 A1 (title of the invention: TECHNIQUES FOR SELECTING A USER EXPERIENCE DESIGN) is a tool for improving the design of WEB services, including mobile services. It is a technique applied to interfaces, and it is a technique that visualizes and displays the interface that users most often select in terms of how to store and utilize it, as each user leaves a different online trace. It is one of the main methods of use in usability testing of APP or WEB in industrial sites. It is one.

[0016] Since the above invention can be used only for APP and WEB services, it is necessary to develop a derived service model applicable to other than WEB in terms of service experience design.

[0017] In order to solve the above problems, the present invention enables input and output of service experience design techniques (experience design) provided by people using mobile devices or computers called PCs, and AI (artificial intelligence) ), etc., we want to develop a system that can be fully used even on mobile devices and devices with relatively low computer specifications by performing calculations on a cloud server, including functions that require a relatively high level of computer calculation.

[0018] In addition, in the process of entering and collecting information through mobile devices and computers, general workers and task managers can instruct different tasks for each user for users who are not familiar with using service experience design (experience design) tools for each system user. A UI that can classify users and provide different input screens or work instructions for each user is needed.

[0019] In addition, in the process of checking the result data, a function that prevents specific users from checking the results must be included in order to present a unified and consistent direction when implementing a product or service by applying user experience design (experience design) techniques.

[0020] In order to promote convergence design, which is the expected ripple effect of the present invention, the service experience design (experience design) technique is used not only in the WEB-based or mobile-centered service field, which is a conventional industry where the service experience design (experience design) technique is relatively widespread, but also in the general service field. User accessibility should be facilitated by utilizing legal techniques applicable to manufacturing and general services.

[0021] In order to solve the above problems, a system that can be used alone or simultaneously with a mobile device and a computer must be developed according to the appropriate usage method for each tool applied, and data interaction for each tool is applied to enable user tasks. It is necessary to develop a system that supports as much as possible.

[0022] In addition, it is necessary to develop a system compatible with data linkage with server computers for AI (artificial intelligence) application and data interaction to appropriately use the input information.

[0023] Applied service experience design (experience design) tools include diary technique, video ethnography technique, group sketching technique, focus group interview technique, in-depth interview technique, affinity drawing technique, stakeholder guidance technique, persona technique, and customer It includes the journey map technique, Kano model technique, service blueprint technique, business model 9 block technique, service prototyping technique, subqual technique, and service cap model technique.

[0024] The present invention utilizes a service experience or experience design tool, and requires a certain level of education. It is a method that has not spread quickly because it is recognized as a technique that is difficult for the general public to access. Service experience or experience design is provided through the present invention. We can expect the tool to spread within the industry.

[0025] In addition, as this service experience technique is used in various ways, such as creating convergence designs and developing new products, the development of various industries can be expected through the present invention.

Figure 1 is an overall system diagram explaining the process processing sequence of the present invention and information input, processing, and output, and the developed tools.
Figure 2 is a schematic diagram of the diary technique among the methods of entering information into the service design tool to be implemented in the present invention.
Figure 3 is a schematic diagram of the video ethnography technique among the methods of inputting information into the service design tool to be implemented in the present invention.
Figure 4 is a schematic diagram of the group sketch technique among the methods of entering information into the service design tool to be implemented in the present invention.
Figure 5 is a schematic diagram of the focus group interview method among the methods of entering information into the service design tool to be implemented in the present invention.
Figure 6 is a schematic diagram of the in-depth interview technique among the methods of entering information into the service design tool to be implemented in the present invention.
Figure 7 is a schematic diagram of the affinity mapping technique among the methods of inputting information into the service design tool to be implemented in the present invention.
Figure 8 is a schematic diagram of the mood board technique among the methods of inputting information into the service design tool to be implemented in the present invention.
Figure 9 is a schematic diagram of the stakeholder mapping technique among the methods of inputting information into the service design tool to be implemented in the present invention.
Figure 10 is a schematic diagram of the persona technique among the methods of entering information into the service design tool to be implemented in the present invention.
Figure 11 is a schematic diagram of the customer journey map technique among the methods of entering information into the service design tool to be implemented in the present invention.
Figure 12 is a schematic diagram of the Kano model technique, one of the methods of inputting information into the service design tool to be implemented in the present invention.
Figure 13 is a schematic diagram of the service blueprint technique among the methods of inputting information into the service design tool to be implemented in the present invention.
Figure 14 is a schematic diagram of the business 9 block technique among the methods of entering information into the service design tool to be implemented in the present invention.
Figure 15 is a schematic diagram of a service prototyping technique among the methods of inputting information into the service design tool to be implemented in the present invention.
Figure 16 is a schematic diagram of the subqualification measurement technique among the methods of inputting information into the service design tool to be implemented in the present invention.
Figure 17 is a schematic diagram of a service gap measurement technique among the methods of inputting information into the service design tool to be implemented in the present invention.

[0026] Next, the present invention will be described in detail with reference to the drawings.

[0027] Information processing and processing 102 in Figure 1 is a schematic diagram of the process processing sequence of the result to be presented in the present invention. Information input - processing of the input information in the same way as the general SW process and data processing process. (Treatment) - It consists of the output of the results. At this time, there are three ways to input information into the process. The information input method (101) is input, and each input method is classified according to the characteristics of the technique depending on the applied technique. do.

[0028] The schematic 103 in Figure 1 is a configuration of the final result according to a preferred embodiment to be implemented in the present invention.

[0029] Information processing and processing 102 in Figure 1 is a schematic of a general processing method for processing information, and in this development, it is manufactured to operate in SaaS form and is processed in cloud form.

[0030] Figure 2 is an explanation of the 'diary technique'. Specifically, it is one of the methods of information input (100) through a mobile device that is dependent on the information input method (101), in which participants keep a photo diary for service experience design planning. This is an example of the 'diary technique' that is written as if writing.

[0031] In order to operate the 'diary technique', the process is carried out as shown in the example of the diary technique information input screen (111). In particular, for the user's ease of access and use, minimal information is required as shown in the diary technique basic information input (112). is entered.

[0032] At this time, the worker name (112a) is determined by the administrator, and the diary technique can be started by pressing the start (112b) button.

[0033] The stored information is used in conjunction with the photo function and photo album function provided by the mobile device, and the description of the photo or the text information that the worker wants to input can be entered by pressing the diary input (113a) button. It is activated and entered.

[0034] At this time, the input text information is transmitted to the system cloud, text analysis is performed in the cloud, and the analyzed text is processed to suit the operator's purpose. At the same time, appropriate metadata information is generated and generative AI (artificial intelligence) and It is used for big data analysis, and simultaneous affinity method (231) can also be used by the user.

[0035] In addition, the photo data input and processed at this time can be applied and used in the mood board technique (311)

[0036] As an explanation of the 'video ethnography' technique in Figure 3, specifically, it is one of the methods of information input (100) through a mobile device that is dependent on the information input method (101), and is used by participants for service experience design planning. This is an explanation of how to collect information by shooting a video.

[0037] The 'video ethnography' technique is a method of continuously observing the object or phenomenon to be observed and simultaneously recording it through video recording. An example of the video ethnography information input screen 121 when the system is run on a mobile device. Like this, use the recording function of your mobile device.

[0038] In the video ethnography input screen 122, the worker name 122a is determined by the task manager, and can be started by pressing the video ethnography start button 122b.

[0039] At this time, the method of collecting and storing information operates in the same manner as the recording function program generally provided in mobile devices described above, as in the example in (123), or is used in conjunction with the mobile device function.

[0040] Figure 4 is an explanation of the 'group sketch' technique. Specifically, it is one of the methods of information input (100) through a mobile device that is dependent on the information input method (101) and uses multiple methods to derive a service experience design concept. This is a description of a tool that allows workers to input information simultaneously or individually.

[0041] The 'Group Sketch' technique is where workers participating in a topic freely explain their thoughts through drawings. When 'Group Sketch' is run, the workers who can work are determined by the task manager, and the start button is pressed. Press (132b) to execute.

[0042] At this time, the drawing method is to use fingers and tools to draw in a way suitable for the mobile device being used. The completed drawing is sent to the server by pressing the 'Send' button, and only the task manager can check the transferred drawing. This is possible, and only data disclosed by the task manager can be checked by workers or users.

[0043] This technique cannot be performed alone and is performed simultaneously by multiple workers.

[0044] Figure 5 is an explanation of the 'focus group interview method'. Specifically, it is one of the methods of information input (200) through mobile devices and PCs that are dependent on the information input method (101), and is an interview while conducting service experience design. It is a technique of talking about and observing objects and topics, and is also commonly called 'FGI'.

[0045] In order to proceed with the work, only workers designated by the task manager can participate, and 212a and 122b explain that they participate in the work through mobile and PC, respectively. At this time, they participate in the work through 232b.

[0046] When all participants participate in the focus group interview method, recording proceeds automatically and recording cannot be stopped until the work is completed.

[0047] Figure 213 is an example of participating in work through a mobile device, and figure 214 is an example of participating in work through a PC.

[0048] Based on the figure (214), the topic (214a) and explanation (214b) found in both (213) and (214) indicate that the topic is about FGI, and the explanation is the topic of the task manager. This is an example of a space where you can input text in real time to elaborate on something.

[0049] Figure 6 is about the 'in-depth interview method'. Specifically, it is one of the methods of information input (200) through mobile devices and PCs that are dependent on the information input method (101), and 1:1 when collecting information through interviews. This is a method of collecting information through in-depth interviews.

[0050]If both the worker and the task manager press ‘Start’ to execute the operation, the information is automatically recorded, and recording cannot be stopped until the task is completed.

[0051] At this time, Figure 223 and Figure 224 illustrate the process using a mobile device and a PC, respectively.

[0052] Figure 7 is an explanation of the 'affinity method'. Specifically, information to be used as one of the methods of information input (200) through a mobile device or PC that is dependent on the information input method (101) is entered and the input is entered. Information is automatically analyzed by AI (artificial intelligence) and clustered into nearby ones.

[0053] At this time, the input of information is also carried out by the worker, and text and image information collected by the 'diary technique' described in [0030] can also be used, and the information used at this time is the friendly projection information input PC (234). As shown in the example, it can only be checked in a PC environment.

[0054] The information input (used) in the affinity method is text information and image information. Information input through a mobile device is input as shown in the diagram 233, and clustered information cannot be confirmed on the mobile device.

[0055] The diagram 234 is an example of how the input information is automatically classified by AI (artificial intelligence) or similar information is automatically clustered together based on information classified by the task manager.

[0056] The clustering AI (artificial intelligence) algorithm for applying the affinity method uses the K-MEANS clustering algorithm. (235)

[0057] Figure 8 is an explanation of the ‘mood board’ technique. Specifically, it is one of the methods of information input (300) through a PC that is dependent on the information input method (101) and is a tool to promote the creation of ideas by workers.

[0058] At this time, data is input as a keyword as shown in the diagram 311, or the stored image is utilized using information collected by the 'diary technique' described in [0030]. At this time, the identification of the image is done in the image. It is identified based on the assigned text information and applied to the 'mood board' technique.

[0059] Based on the information entered in the diary technique, press the diagram 312 button to determine the arrangement of the image to be created and press the ‘Create’ button to execute it, and the image is displayed according to the entered arrangement value.

[0060] The images displayed at this time are images input by all users using this system or images scraped through the image search function from an external system, for example, 'Google', and are borrowed through API (Application Programming Interface). The scraping algorithm applied at this time uses (335a) and does not collect information for which scraping is prohibited.

[0061] In addition, the images shown as a result of processing are centered on the images input to this system, and the user is responsible for the copyright of all images, including those in which external images are borrowed.

[0062] The image number shown at this time is determined to match the input array, so a random number is determined for the image, and the random number is calculated by applying the MATLAB random number function algorithm or using the NUMPY function algorithm to prevent user duplication. Apply.

[0063] Figure 9 is an explanation of the 'stakeholder map'. Specifically, it is one of the methods of information input (300) through a PC that is dependent on the information input method (101), and is a method of interacting with the stakeholders entered by the worker. It is a tool to aid understanding.

[0064] In the stakeholder input 322, text corresponding to an appropriate stakeholder is entered according to the operator's judgment, and 1 to 5 can be entered in the relationship level 323.

[0065] Duplicate text input is not possible for the text input to the stakeholder input (322), and the stakeholder input to the stakeholder map visualization (324) is based on the value entered in the relationship level (323) paired right next to it. The value entered in (322) is visualized.

[0066] At this time, the stakeholder input 322 can be entered sequentially from step 1, and if the previous step is not input, the next step cannot be input, and up to 5 input steps can be entered.

[0067] In the stakeholder map visualization 324, the arrow 325 visualizes the direction of the arrow according to the value entered in the relationship direction 326. When setting the relationship direction 326, inputs from 1 to N are possible, and 1 to N are possible. The number N refers to the serial number order of the stakeholder input (322), and when entering the relationship direction, the same serial number of the paired stakeholder input (322) cannot be entered.

[0068] Figure 10 is an explanation of the 'persona' technique. Specifically, it is one of the methods of information input (300) through a PC that is dependent on the information input method (101), and provides a service by forming a user of a service or product as a pretender. It is a tool to judge the problems and usability of a product.

[0069] The persona model (331) inputs calculated values such as mode and average values as indices based on the result values input by the persona behavior variable input (332) and the persona personality and emotion input (333). There is (334) that visualizes this, and the photo (335) is collected by scraping online images based on the information entered in a separate input method or persona information input (336), and one random image among the collected images is selected. It is displayed.

[0069] The image source of the photo 335 applied to the persona technique is collected by scraping from the above-mentioned online (e.g. Google), and the scraping algorithm applied at this time optimizes image collection and collects information from the collection prohibition client. Work is performed to avoid work, and the same algorithm as (335a) is applied.

[0069] The status display (337) for expressing the current state of the persona in text can be entered through a separate input method or persona information input (336).

[0069] (336a) is a description of the detailed input contents for the persona information input 336, and the factors affecting the persona entered in (336a) are input by the worker or using the mood board technique of Figure 8 [ The results of the information described in [0057] can be linked and entered.

[0070] Figure 11 is an explanation of the 'customer journey map' technique. Specifically, it is one of the methods of information input (300) through a PC that is dependent on the information input method (101) and shows a user persona using a service or product. As a standard, it is a tool for building a response strategy for each step by visualizing the various emotions that occur during the user's process of using a product or service.

[0071] The persona information 342 used in the customer journey map can be used in conjunction with a separate input method by the worker or some of the results of the persona technique described in Figure 10 [0068].

[0072] Customer journey information input (343) can be entered through separate input by the worker or in customer journey information input (343). In this case, (343a) journey steps can be entered up to 20 steps, and (343b) contact interaction is input as text. This happens.

[0073] User contact (343c) can be input as text or image, and (343d) is a visualization of the persona's emotions, and is visualized by the number entered at each stage in proportion to the number of the input journey stage (343a). Alternatively, it can be processed as a graph. Additionally, customer experience (343e) and customer expectations (343f) are entered as text.

[0074] Figure 12 is an explanation of the 'Kano model' technique. Specifically, it is one of the methods of information input (300) through a PC that is dependent on the information input method (101), and is used by users or developers while developing a product or service. It is a tool to collect opinions and help set the direction of product or service development.

[0075] The Kano model result example 351 is a preferred example of using the Kano model. In this case, the survey result 352 is inputted with information using a separate survey method, and the survey method is commonly used. It is the same as the survey method used in the ‘Kano Model’.

[0076] The survey result (352) is an example of the results of the survey method used in the Kano model and is described in [0075]. When using a general survey method, the 5 points commonly applied in the Kano model are considered to be a general survey method. It refers to a technique that applies the Likerd scale.

[0077] In the application of the 5-point Likerd scale method described in [0076], the survey method is conducted by directly entering the survey results by the worker or using an external online questionnaire. Data is collected through API (Application Programming Interface) provided by an external system for the creation of survey questions and survey result information, and when expressing the collected survey results as an example of survey results (352), the results for each question in the survey results are displayed. shows the survey results by the method input (presented) by the operator (for example, priority by derived index or clustering by relevant area, etc.).

[0078] The information collected by the survey method is classified as skeptical (S), attractive (A), one-dimensional (O), and inverse quality ( It is divided into R), indifference (I), and natural (M).

[0079] At this time, the survey items classified by the two-way evaluation table may be placed in an ambiguous position due to differences in the frequency or average of each item, so in order to clearly distinguish them, they are classified into mandatory (S), attractive (A), one-sided (O), For the collection of items classified as Reverse Quality (R), Indifference (I), and Naturalness (M), a two-way analysis of variance is performed for each individual question to recognize the differences between each individual question and other items, and each set of items determined is Obligatory (S), attractive (A), one-sided (O), reverse quality (R), indifferent (I), natural (M). We will also conduct a two-way analysis of variance for each set of determined items and present the survey results (352). Statistical results are also presented to help workers make decisions.

[0080] The unique satisfaction and dissatisfaction coefficients for each question shown in the survey results (352) can be expressed. The satisfaction coefficient A+O/A+O+M+, which is a method of deriving the satisfaction and dissatisfaction coefficients used in the Kano model. I, is calculated by applying the dissatisfaction coefficient O+M/(A+O+M+I)(-1), and visualization (353) is a visualization of this.

[0081] In implementing the Kano model described in [0080], the traditional Kano model needs to be supplemented to determine priorities. In order to determine the priority of the customer satisfaction coefficient, a separate survey question in addition to the traditional Kano model questionnaire is added to determine the level of satisfaction. can be calculated.

[0082] The separate survey question applied at this time uses a question (L) that determines the satisfaction level of the current state, and the calculation formula for determining the priority order of the applied customer satisfaction coefficient is current satisfaction level (P) = (S-D) ( MAX-L)/MAX-MIN + D where P is the current satisfaction position, S is the satisfaction coefficient, D is the dissatisfaction coefficient, L is the current satisfaction level, MAX is the maximum score of L items, and MIN is the minimum of L items. Use the score-in calculation formula.

[0083] Figure 13 is an explanation of the 'service blueprint' technique. Specifically, it is one of the methods of information input (300) through a PC that is dependent on the information input method (101), and the flow of use by users of products or services is listed step by step. It is a technique that expresses interactions in each step of the process and is a tool specialized for service development.

[0084] The service blueprint (361) is the overall view of the service blueprint, which is an implemented tool. At this time, the information corresponding to (362) is directly entered by the worker, and the information entered into the CUSTOMER STAGE (363) is provided to the worker. It can be input through a separate input or by the result value of the 'customer journey map' of FIG. 11 described in [0070].

[0085] However, even if the customer journey map result is used as input information in the service blueprint technique, workers can freely edit it only in the service blueprint technique, and the edited information is not sent back to the customer journey map.

[0086] In addition, text information and image information are simultaneously input into user behavior and physical contact points, and image information uses images pre-entered in the system or images registered by the operator.

[0087] The ON STAGE area and BACK STAGE area are input by the operator, and both text and image information are required. In addition, arrows among the input information express the linkage for interaction at each stage and are input by the operator.

[0088] Figure 14 is an explanation of 'Business 9 Block'. Specifically, it is one of the methods of information input (300) through a PC that is dependent on the information input method (101), and is used to develop a product or service while developing an overall business model and profit. It is a tool that makes it easy to visually express a model.

[0089] The information input to implement the business 9 block 371 is input by the worker, and is used independently and not linked to other tools implemented in this development.

[0090] When entering information into the business 9 block, the customer provision area and the customer needs area must have the same number when entering information into the customer provision area and the customer needs area 372. To facilitate and understand the worker's use of the business 9 block, Only a maximum of three types of information can be entered, and the method of entering information is specifically to enter text in the square-shaped information input 373 and then place it on the diagram by dragging and dropping.

[0091] Figure 15 shows that service prototyping (381) is one of the methods of information input (300) through a PC that is dependent on the information input method (101) and is used as a tool for visualizing the configuration and function of each stage of service development, especially software. The method of use is almost similar to Microsoft's PowerPoint tool, which was developed and distributed.

[0092] Figure 16 is an explanation of the 'subqual' technique. Specifically, it is one of the methods of information input (300) through a PC that is dependent on the information input method (101) and solves the problem of the service model that has already been completed and distributed. It is a tool for finding and improving. Information is entered by the worker, and among the input values, ‘Classification’ cannot be modified, and the ‘Item’ part can be modified, but the modified content is reflected only after approval from the task manager.

[0093] In the example of writing a ‘subqual’ survey question (392), the item contents can be freely modified and edited by the worker, but the classification items cannot be modified and edited.

[0094] Figure 17 is a tool for service advancement through measuring the ‘service’ gap. It is possible to change the contents of each question before the worker proceeds with the work, but the modified contents must be approved by the work manager for the changes to be reflected.

100: Information input through mobile device 101: Information input method
102: Information processing and processing 103: Final result
110: Mobile information input method 111: Diary information input
112: Diary basic information input 112a: Diary worker name
112b: Start diary technique 113a: Diary input
121: Video ethnography information input 122: Video ethnography information input
123: Video recording method 122a: Worker name
122b: Video ethnography start 131: Sloop sketch execution screen
132: Group sketch information input 132a: Group sketch worker input
132b: Start group sketch
200: Information input through mobile devices and PCs 210: Information input techniques through mobile devices and PCs
211: Example of use of focus group interview method 212: Entering information about focus group interview method
212a: Focus group interview method information input mobile 212b: Focus group interview method information input PC
213: Mobile example of focus group interview method 214: Example of focus group interview method PC
214a: Topic 214b: Description
222: In-depth interview method mobile information input 222a: In-depth interview method PC information input
223: Example of mobile use of in-depth interview method 223: Example of use of in-depth interview method on PC
232: Friendly projection work start screen 233: Friendly projection information input mobile
234: Affinity mapping information input PC 235: Cluster formation K-MEANS
300: Information input via PC 310: Information input toolbar via PC
311: Example of mood board technique 312: Mood board arrangement setting
313: Random number setting algorithm 321: Stakeholder map example
322: Stakeholder input 323: Relationship level
324: Stakeholder map visualization 325: Arrow
326: Relationship direction arrow 331: Persona model example
332: Persona behavior variable input 333: Persona personality and emotion input
334: Persona emotional visualization 335: Persona photo
336: Enter persona information 336a: Enter persona details
341: Example of customer journey map use 342: Persona information
343: Customer journey information input 343a: Journey stage
343b: Contact point interaction 343c: User contact point
343d: Persona emotion visualization 343e: Customer experience
343f: Customer expectations 344: Emotional index
351: Kano model analysis results 352: Survey results
353: Kano model visualization 354: Kano model evaluation table
361: Service blueprint 362: Enter blueprint information
363: CUSTMER STAGE input 364: ON STAGE,BACK STAGE input
371: Example of business 9 block use 372 Customer provision, customer needs input
373: Square information input 381: Service prototyping
391: Subqual survey 392: Subqual question writing example
400: Service gap implementation example
400: Service Gap

Claims (20)

In the service experience design (experience design) technique applied to the present invention,
Diary technique, video ethnography technique, group sketching technique, focus group interview technique, in-depth interview technique, affinity technique, mood board technique, stakeholder guidance technique, persona technique, customer journey mapping technique, Kano model technique, service blueprint technique ,Business model 9 block technique, service prototyping technique, subqual technique, service gap model technique applied to the overall system configuration model method
In paragraph 1 above,
Model method applied with a process that implements a model method that implements the information input and processing result output of the entire system configuration model represented in Figure (102) In paragraph 1 above,
Methods for entering information are divided into hair diary, PC, and mobile PC input methods. In the information rush method, information processing by each person, information processing by humans, semi-automatic process processing, and automatic process processing are applied.
In paragraph 1 above,
How to input information by dividing the applicable modules into Module 1, Module 2, and Module 3.
In paragraph 1 above,
A method in which information about the invented system is processed and stored in an online cloud similar to SaaS format.
In the 'diary technique' among the techniques applied to inventions,
A method in which the input text information and image information are automatically linked to the 'affinity technique' and 'mood board technique' applied to the present invention in addition to the 'diary technique'
In claim 6,
Method of utilizing applied information for generative AI (artificial intelligence) and big data analysis
In the 'group sketch' technique among the techniques applied to the invention,
Only the task manager can check the entered information, and other users can check it only through the task manager.
Among the techniques applied to inventions, in the 'focus group interview' technique,
A method in which topic and description text can be entered in real time by the task manager, including the fact that once recording begins, recording cannot be stopped until the end of the task.
Among the techniques applied to the invention, in the 'affinity method' technique,
The algorithm applied to the 'affinity technique' is limited to the K-MEANS algorithm.
Among the techniques applied to the invention, in the 'mood board' technique,
The image applied to the 'mood board' technique is created by scraping external and internal information, and the algorithm applied is the algorithm shown in Figure 335a.
In claim 11,
The algorithm for random numbers applied to arranged images is limited to the MATLAB and NUMPY algorithms.
Among the techniques applied to inventions, the 'stakeholder guidance' technique,
How to input stakeholders, how to assign and enter the relationship level of stakeholders, how to set the relationship direction for stakeholders, and how the direction of stakeholders is expressed as an arrow when diagramming.

Among the techniques applied to inventions, the 'persona' technique is:
Method of creating an image applied to the persona technique, limited method of applying the algorithm applied when creating an image

In claim 14,
In the information input method, a method of setting the personality of the persona with items such as Figure (332) and Figure (333).

Among the techniques applied to the invention, in the 'customer journey map' technique,
Among the methods of entering information, including the method of using the information entered in the 'persona' technique, the journey steps are limited to a maximum of 20 to improve system efficiency, and information about contact point interaction and user contact points must be entered.

Among the techniques applied to the invention, the 'Kano Model' technique,
The information input method applied is a method of internal information input and linkage with external systems. A two-way variance analysis technique is applied in the process of processing the input information, and the method is visualized to show statistical results to the user.
Among the techniques applied to the invention, the 'Kano Model' technique,
Methods including applied calculation formulas, including adding questions to investigate the current state satisfaction level to determine priorities
Calculation formula: Current satisfaction level (P)= (SD)(MAX-L)/MAX-MIN + D

Here, P is the current satisfaction position, S is the satisfaction coefficient, D is the dissatisfaction coefficient, L is the current satisfaction level, MAX is the maximum score of the L question, and MIN is the minimum score of the L question.
Among the techniques applied to inventions, the 'service blueprint' technique is:
How information from the ‘customer journey map’ technique can be automatically linked in the information input method

Among the techniques applied to the invention, in the 'Business 9 Block' technique,
Among the information entered, the customer service area and the customer needs area must have the same number. In order to help workers understand and promote the use of Business 9 Block, the information entered is limited to a maximum of 3 types of information each.