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Dongwhan Kim
Dongwhan Kim

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from Dongwhan Kim Welcome everyone ? ??? ? ??????? ???? UX ???, ????? SNS??? ?? ?? ?? ?? ? Carnegie Mellon University, ?? (Human Computer Interaction) ? ????? ???????, ???? (?????? ????) ? ?, Wireless Generation (New York)? ? Information Architect ? ?, LG?? ???? UX ???? ? TEDxSeoul, UXCampSeoul ????? ? ??? ???, ???? ?? 2
??? ?? ??????
from Dongwhan Kim ??? ?? ?????? ? ??? ?? ????? ????? ??? ???? ?? ???? ?? ? ?? ?/??? ?? (??, ??, ??, ??, ?? ?) ? ? ?? ?? (????, ???, ???? ?)? ?? ? ?? ??? ???? ???? ?? ? ?????? ??? ??? ????? ? ???? ??? ??? ??? ?? 4 Source: ?????? ?????, 2012
from Dongwhan Kim ? ???? ??? ?? ?????? 5
from Dongwhan Kim ??? ?? ?????? ? ???? 6 Source: Tim Brennan of Apple’s Creative Services Group
from Dongwhan Kim ??? ?? ?????? ? ??? ??? 7 Desire? Angry? ???? ???? ???? ??? ??? ??
from Dongwhan Kim ??? ?? ?????? ? ??? ??? 8 Peter Morville Jesse James Garrett
from Dongwhan Kim ??? ?? ?????? 9 IDEO’s Design Process ??? ?? ??????
from Dongwhan Kim ??? ?? ?????? ? ???? 10 Starbucks Mobile Apps
from Dongwhan Kim ??? ?? ?????? 11 Source: ??? ???? ?? (???????? ???)
from Dongwhan Kim ??? ?? ?????? ? ?? < ??? ? ??? = ??? ? ????? ?? ??? ?? ? ??? ???? ??? ???? ? ‘??? ???’? ??? ?? ???? ?? ? ??, ?? ?? ??? ??? ??/?? ????? ????? ?? ? ???? ?? ????????????, ???????? ??? ???? ???? ????? ????, ??? ?? ??????, ????? ? ?? 12 Source: ??? ???? ?? (???????? ???)
from Dongwhan Kim ??? ?? ?????? 13 <Engine Service Design Group> 2000?? ?? ??? ?? ??? ?? ????? ??? ??? ??? ??. <IDEO> ?? ??? ????? ???? ??. ??? ? ???? ??? ??? ??? ????. <PXD> ??? ? ??? ????? ??? ??? ? ??? ????? ??? ??? ???. <??????> ???? ??? ??? ????? ??? ??? ? ??? ??? ?? ??? ??? ????. <???> UX/??? ???? ?????? ????? ??? ???? ???.
from Dongwhan Kim ??? ?? ?????? 14 teaminterface ????? http://www.youtube.com/watch?v=LWcnzDBjuNg
from Dongwhan Kim ??? ??? ?? ? ? ??? ??? (Help, I need help) ? ? ???? ??? ??? ??? ?? ???? ????? ?? ??? ?? ??? ?? ??? ??? 15 Source: Healthcare Design First Aid Kit (????????)
from Dongwhan Kim ??? ??? ?? 16 ? Adaptive Path? Target? collaboration ? ??? ?? ??? ??? ??? ?? ???? ???? ???? ??? Source: Brandon Schauer, Adaptive Path
from Dongwhan Kim ??? ??? ?? ? ????? ???? ??? (Teach Shirts) ? ????? ??? ??? ????? ? ? ?? ????? ???. ?? ?? ? ???? ???? ???? ?? ??? ? ?? ? 17 Source: Healthcare Design First Aid Kit (????????)
from Dongwhan Kim ??? ??? ?? 18 ? ???? ? ?? ????? ??? ???? ???? ???? ??? ??? Source: ??????? ???? UX ??? (??? ?)
from Dongwhan Kim ??? ??? ????? ?? 19 ? Double Diamond Source: http://www.designcouncil.org.uk/designprocess
from Dongwhan Kim 20 http://www.slideshare.net/jaminhegeman/service-design-an-interaction-design-perspective
from Dongwhan Kim Design cure from IDEO 21 http://www.ideo.com/images/uploads/news/pdfs/metropolis_1.pdf
from Dongwhan Kim 22
from Dongwhan Kim 23
from Dongwhan Kim 24
from Dongwhan Kim 25 http://www.ideo.com/images/uploads/news/pdfs/metropolis_1.pdf
from Dongwhan Kim 26 Source: designDIVE Process Model
from Dongwhan Kim ??? ??? ??? 27 Source: Service Design Toolkit
from Dongwhan Kim 28 ??? ???? ????? ?? ... ?????
Design Thinking!
from Dongwhan Kim 30Tom Kelley from IDEO http://www.ted.com/talks/david_kelley_on_human_centered_design.html
from Dongwhan Kim Design Thinking ??? ? Design Thinking? Mindset, ? ???? ??. ? ??????? Human-Centered ? ????? Collaborative ? ????? Optimistic ? ????? Experimental ? ????? Participatory 31
from Dongwhan Kim Design Thinking ??? 32 ?? ??? ?? (collaboration) ?? ?? ??? ??? ??? ????? ‘engagement’ ??? ?? ???? ?? FRAMING THE RIGHT PROBLEM TO SOLVE Design Thinking? ????
from Dongwhan Kim Design Thinking ??? 33 ???? ??? ???? ?? ???, ??? ??? ??? ?? ???? ?? ????? ???? ?? ??? ? ?? ‘???’ ??? ?? ‘?? ? ???’ ??? ???? ??? ???? ???? ??? ??? ???? ?? ??? ?? (???) ???? ??? ?? ???? ???? ??? ????? ?? (??) ??? ?? ? ??? ?? ?? ?? Source: Designing for Growth by Jeanne Liedtka and Tim Ogilvie
from Dongwhan Kim Design Thinking ??? ? ????? ???? ???? ??? ???? ???? ? A process of creative and critical thinking that allows information and ideas to be organized, decisions to be made, situations to be improved, and knowledge to be gained. (Charles Burnette) 34 ??? ???
Source: This is Service Design
from Dongwhan Kim Design Thinking ???? 36 ???? (???) ???? (???) ???? ???? ???? ????
from Dongwhan Kim Design Thinking ???? 37 Explicit ‘??’ Observable ‘??’ Tacit and Learn ‘??’
from Dongwhan Kim 38
from Dongwhan Kim Design Thinking ???? 39
from Dongwhan Kim Design Thinking ???? 40
from Dongwhan Kim Design Thinking ???? 41
from Dongwhan Kim 42
from Dongwhan Kim Design Thinking ???? ? Collage ? ???? ??? ??? ????? ????? ???? ?? ? ???? ?? ???? ??? ?????? ??? ??? ??? ??? ? ?????? ???? ??? ??? ??? ???? ??? ????? ????? (???) ?? ? ??? ?? 43 + =
from Dongwhan Kim Design Thinking - Collage 44
from Dongwhan Kim Design Thinking - Collage 45
from Dongwhan Kim Design Thinking - Collage 46
from Dongwhan Kim Design Thinking - Collage 47
from Dongwhan Kim Design Thinking - Collage 48
from Dongwhan Kim Design Thinking - Collage 49
from Dongwhan Kim Design Thinking - Collage 50
from Dongwhan Kim Design Thinking - Key Takeaways ? ???? ‘????’? ??? ??? - ??? ???? ? ???? ??? ??? ??? - ??? ?? ??? ? ????? ??? ???? ???? ???? ? ???? ???? - ?? ??? ?? ?? ??? ??? ? ???? ?? ?? ???? ?? ??? ? ??? ????? ?? ????? ?? 51
from Dongwhan Kim ??? ??? ? ???? ??? ??????. ? ???? ?? ????. 2015?? ??? ????. ? ??? 2007?? ???? ??? ???, ???? ??? ?? ??? ??? ? ???? ???? ??? ?????. ?? ??????... ? ??? ??? ? ? ?? ? ... ??? ? (?? ?? ?? ?? ????...) ? ??? ????? ??? ??? ???? ??? ????. 52
from Dongwhan Kim ??? ??? ? ??? ?????. ??? ??? ?? ??? ??? ????. ??? ??? ? ??? ????. ? ??? ?? ???... ????? ?? ?? ? ???? ??????! ? ??? ????... ?? ????? ??? ? ???? ???? ? ????? ? ?? ???? ????? ?? ???? ?? ?? ???? ?? ?????! ? ?? ????? ??? ?? ??? ?? ?? ??? ?? ?? ?????... ;; 53
from Dongwhan Kim ??? ??? ? ? ???? ?? ?? ? ??? ??. ?? ????? ??? ?? ???? ?? ???? ??? ?? ?? ????. ??? ?? ??? ??? ??? ?????. ? ???... ‘?????’? ??? ??? ?????. ??? ? ?????? 54
from Dongwhan Kim ??? ??? ? ?? ???????? 55 ? ?? ?? ?? ??? ???? ??? ????? ???? ?? ???? ???? ???? ?? ?????? ? ??? ??? ??? ??? ???? ??? ??? ???? ???? ??
?, ?? ??? ?????.
from Dongwhan Kim ??? ?? ?????? ? ??? ?? ????? ????? ? ??? ???? ?? ???? ?? ? ?? ?/??? ?? (??, ??, ??, ??, ??, ?????? ?) ? ? ?? ?? (????, ???, ???? ?)? ?? ? ?? ??? ???? ???? ?? ? ?????? ??? ??? ????? ? ???? ??? ??? ??? ?? 57
from Dongwhan Kim ??? ?? ? ??? (TEDxSeoul, ???? ??) ????? ???. ? ?? ???? ?? ?? ??? ???? ?? ???? ?????.? ????, ??, ??, ???, ??, ?? ? ?? ???? ?????. ? ?????,? ???? ????? ??? ??????,? ??? ???? ???? ?????,? ???? ?? ?? ??? ?????,? ??? ??? ???? ???? ????? ????.? (?? ??? ?????)? 58
from Dongwhan Kim ??? ??? ??? 59
from Dongwhan Kim Service Design Overview 60 http://vimeo.com/36132314#
from Dongwhan Kim 61 Source: Service Design Toolkit
from Dongwhan Kim 62
from Dongwhan Kim 63 Source: designDIVE Process Model
from Dongwhan Kim ??? ??? ?? 64 Source: Service Design Toolkit
from Dongwhan Kim ??? ??? ?? 1. Overview & De?ne - ??? ??? ?? ? ?? 2. Stakeholder Map - ?????? ??? ?? 3. Persona - ?? ???? ???? ??? 4. Journey Map - ???? ??? ?? ??? ???? ?? 5. Storytelling - ???? ??? ???? ????? 6. Prototyping - ???? ???? ??? ???? ????? 7. Blueprint - ??? ??? ??? ??? 65
from Dongwhan Kim ??? ???? ?? ? ???? ?? ?? ? ???? ?? - ?? ??? ‘??? ??? ? ??? ?? ???’? ?? ? ??? ???? ????? ?? ?? ? ??? ???? ? ??? ???? ???? ? ?? ???? ????? 66
from Dongwhan Kim ??? ???? ?? ? You are NOT the user!!! ? ?? ???? ???? ????? ? ?? ??? ??? ????? ? ?? ???, ?? ???? ?? ???? ?????? ? ?/??? ?? ??? ?? ???? ???? ??? ?? ?????? ? ??? ???? ???? ????? ‘????’? ??? ? ?? ? ??? ??, ???? ?? ?, ??? ?? ??? ??? ?? 67
from Dongwhan Kim ??? ???? ?? ? ?? ??? ? ??! ? ????? ???? ???? ?, ?? ??? ??? ??? ???? ? ?? ???? ???? = ?? ????? ??? ??? ??? ?? ? ??? ??? ??? ???? ??? ??? = ?????, ?????? ??? ????? ???? ???? ? ???? ‘?’? ?? ???? ???? = ???? ???? ???? ??? ??? ??? ???? ??? 68
from Dongwhan Kim ??? ???? ?? ? ????? ?? ? ??? ?? ? ???? ???? ????? ????? ??/?? ???? ?? ???? ???, ?? ? ? ?? ????? ?? ?? ? ???? ???? ??? ?? ?? ?? ??? ??? ??? ??? ??? ?? ? ??? ???? ? 69
from Dongwhan Kim ??? ???? ?? ? Survey (????) ? ??? ????? ??? ??? ?? (????? ?? ??) ? ???? ??(respond)? ??? ???? ???? ????? ? ?? ???? ?? ???? ???? ?? ??? ????? ?? ? ?? ??? ?? ??? ? ? ??? ??? ???, ?????? (ethnography)? ?? ???? ??? ??? ??? ??? 70
from Dongwhan Kim ??? ???? ?? ? DO ? ?? ???? ?? ???? ??? ? ? ???? ??? ??? ???? ? ????? ??? ??? ???? ? ??? ??? ??? ???? ? ???? ??? ??? ???? ? ??? ???? ???? ??? ? DON’T ? ?? ??? ??? ?? ?? ???? ? ???? ??? ? ??? ???? ??? ????? ? ??? ??? ???? ???? ??? ? ??? ???? ???? ???? ??? ? ?? ??? ? ?? ??? ??? ? ???? 71
from Dongwhan Kim Stakeholder Map 72 Source: Service Design Toolkit
from Dongwhan Kim Stakeholder Map 73
from Dongwhan Kim Stakeholder Map ? ???? ??? ??? ?????? ??? ??? ?? ? ????? ?? ??? ??? ???, ???? ???? ? ???, ???, ?? ?? ?? ?? ????? ?? ??? ? ??? ???? ?? ??????? ???? ???? ? ? ?????? ??? ??? ??? ??? ???? ? ? ????? ??? ??? ???? ??? ??????? ???? ? ??: ???? ?? → ??? ???? ?? ? ?? ????? ??/??? ????? ??? ?? ?? 74
from Dongwhan Kim Stakeholder Map ? ?? ??????? ?? ??? * ??? ???? ???? ?? (?? ???? ???) ????? ?? 75
from Dongwhan Kim Stakeholder Map 76 Source: Bank project, UMA 2008
from Dongwhan Kim 77 Source: ??? ??? ??? ?? ?? ??? [??? ??? - ???]? ??? ???? ????? ??? ??? ????? ??? [??? - ????]? ????? ????? ??? ??? ???? ???? ???? [?? ?? - ???]? ?? ???? ???? ?? ??? ???? ??
from Dongwhan Kim Stakeholder Map, ????? ? ?? ???? ???? ???? ???? ? ????? ?? ??? ??, ????? ??? ???? ???? ? ??? stakeholder? ?? ??? ???? ??? ???? 78
from Dongwhan Kim Stakeholder Map for TEDxSeoul 79 core direct indirect ?? ?? ???? ??? ????? ?? ???/ ???? ?????? ???/?? ????? ????? TEDx ... (???) ???? ??? ?? (??)?? ????? ????? (??)
from Dongwhan Kim Persona 80 Source: Service Design Toolkit
from Dongwhan Kim Persona 81
from Dongwhan Kim Persona ? ? ???? ???? ????? ? ?? ??? (X) ? ??? ???? ?? ??? ????? (X) ? ?? ??? ???? ?? ??? ?? ??? ????? ??? 82 = Source: About Face 3.0
from Dongwhan Kim Persona 83 Source: www.projectcartoon.com/cartoon/2
from Dongwhan Kim Persona 84
from Dongwhan Kim Persona 85
from Dongwhan Kim Persona 86
from Dongwhan Kim Persona 87
from Dongwhan Kim Persona 88
from Dongwhan Kim Persona ? ??? Personas help us to understand users, not as part of a group or a demographic, but as individuals with a history, goal, interest, and relationship to the product. ? Alan Cooper? ?? ?? ??? (1999) ? ?? ???? ??? ???? ????? ?? ? ???? ???? ??, ???(typical)? ???? ?? ? ???? ?? ?? ??? ???? ??? ???? (shared understanding) 89
from Dongwhan Kim Persona 90 Source: https://vimeo.com/43977316
from Dongwhan Kim Persona 91 1. ??? ?? 2. ????? 3. ?? ???? 4. ???? ???? 5. ??? ??? 6. ?? ???? 7. ?? ?? ? ?? 8. ????? ??? ???? 9. ???? ??? 10. ????? ??????
from Dongwhan Kim Persona 92 1. ??? ?? 2. ????? 3. ?? ???? 4. ???? ???? 5. ??? ??? 6. ?? ???? 7. ?? ?? ? ?? 8. ????? ??? ???? 9. ???? ??? 10. ????? ??????
from Dongwhan Kim Persona 93 Todd Zaki Wafel’s persona description with his Persona DNA chart
from Dongwhan Kim Persona 94 * ??: Persona ?? ??? ?? ???? (??? pxd ??, 2010)
from Dongwhan Kim Persona 95 ?? ??? ??? ???
from Dongwhan Kim Persona ? Sarah is a 30 year old teacher who lives in Seattle. She's unmarried by in a long-term relationship of two years. She meets about once per month to cook with her friends to share stories, play games, and explore new foods. Before they get together, Sarah and her friends usually pick a theme for the food at the next party. ? End Goals ? Sarah's end goals for cooking in a social context are to:? - Experiment with new foods? - Make cooking fun? - Share recipe ideas with others? - Impress others with her cooking and creativity ? Life Goals ? Sarah's long-term life goals are to grow her friendships, share stories and help other learn. This last goal applies to her career as a teacher but also indicates her approach to cooking and her friendships. 96
from Dongwhan Kim Persona 97
from Dongwhan Kim Persona ? ????? ??(??), ??, ??, ??, ?? ? ? ??? ??? ??? ???, ???, ??? ?? ? ??? ?? ? ??? ??? ?? ????? ?? ? ???/??? ? ????? ???? ???? ???? ??? 98
from Dongwhan Kim Persona, ????? 99
from Dongwhan Kim Customer Journey Map 100 Source: Service Design Toolkit
from Dongwhan Kim Customer Journey Map 101
from Dongwhan Kim Customer Journey Map ? ??? ???? ??? ????? ????? ?? ? ???? ?? ???? ???? ???, ???? ???? ??, ????? ?????? ???? ???? ? ??: ??? ???? ?? ?? ? ?????: ???? ????(????)?? ??? ? ???? ???? ??????? ??? ??? ???? ?? ???? ?? ? ???? ??? ??? ??? ????? ??? ??? ?? ????? ?? ? ???? ??? ??? ??? ??? ????? ?? ? ??. 102
from Dongwhan Kim Customer Journey Map ? ?????? ?? ? ???? ????? ??? ???, ????? ????, ???? ?? ?? ?????? ??? ??? ??? ??? ?? ? ??? ???? ?? ??? ?? ????? ??? ? ???, ???? ?? ? ?? ?? ???? ??? ?? ???? ?? ?????? ?? ? ???? ??? ??? ??? ?? ?? ????? ??? ???? ?? ?? ?? ? ?? 103
from Dongwhan Kim 104
from Dongwhan Kim Customer Journey Map ? ???? ??? ??: ? ???? ???? ???? ?? ?? ??,? ?? ??(??)? ??? ? ??, ???? ???? ?? ???.? ??? ?? ? - ?? ? - ?? ? ? ?????? ???? ??? ??? ??? ?? ??? ???? ??? (?? ?? ??? ????, ?? ??? ???? ???? ???) ? ? ???? ??? ??? ????. 105
from Dongwhan Kim Customer Journey Map ? ??? ?? ? ???? ??? ??? ???, ???? ?? ?? ??? ???? ?? ???? ?? ??? ??? ?? ??? ??? ???? ?? ??? ? ??? ?? ???. ? IDEO ??? ?? ???? ???? ?? ??? ??? ??, ???? ??? ??? ??? ???? ??? ?? TV? ?? ‘?~’?? ??? ? ?, ?? ? ????? ? ??. ???? ?? ??? ??? ??? ?? ???? ?? ??? ?? ????. 106 ?? : ???? ????. ????, 2009 188-189 ???
from Dongwhan Kim http://www.slideshare.net/fred.zimny/th-5443662
from Dongwhan Kim 108 http://www.slideshare.net/fred.zimny/th-5443662
from Dongwhan Kim 109
from Dongwhan Kim 110 ?? : http://highered.mcgraw-hill.com/sites/dl/free/0077116275/507270/Sample_chapter_3.pdf ?????? ??? ?? ?? ?. ??? ??/???? ??? ?? ??? ??? ????? ??
from Dongwhan Kim Customer Journey Map 111 Source: Path Journey Map
from Dongwhan Kim Customer Journey Map 112 https://vimeo.com/43901397
from Dongwhan Kim Customer Journey Map, ????? 113
from Dongwhan Kim Storytelling 114 Source: Service Design Toolkit
from Dongwhan Kim Storytelling 115
from Dongwhan Kim Storytelling 116
from Dongwhan Kim Storytelling 117
from Dongwhan Kim Storytelling ? ??????? ?? ? ???? ?? - ‘??’ ????? ?? ? ????? ????? ?? ???? ? ?? ??? ????? ??? ???? (‘???’ ??? ‘???’? ??) ? ???? ???? ??? ???? ? ??? ???? ???? ? ????? ???? ? ??? ?? ????? ???? 118
from Dongwhan Kim Storytelling 119
from Dongwhan Kim Storytelling ? Lead question ? How do you manage house chores with your spouse? ? How do you (or your spouse) appreciate for your chore service? ? Follow-up questions ? Would you appreciate it and think of your spouse if sweet notes appear at random times while doing chores? (X) ? Would you be willing to spend the time writing the notes to your spouse? (O) 120
from Dongwhan Kim Storytelling 121
from Dongwhan Kim Storytelling ? Lead question ? Do you reward yourself when you’ve completed a chore? ? Follow-up question ? Do you keep a To-Do list? ? Do you make a list of chores that you are responsible for? ? If no, how do you remember what chores you are responsible for? 122
from Dongwhan Kim Storytelling 123 Source: https://vimeo.com/44397593
from Dongwhan Kim Storytelling ? ???? ?? ? Customer journey map? Concept ideation? ?? ??? ??? ? ?? ??? ???? ?? ? ??? ??, ??, ?? ??? ?? ? ????? ‘??’? ???? ???? ???? ? ?????? ? ??? ?????? ???? ?? ??? ??? ???? ??? ??? ???? 124
from Dongwhan Kim Prototyping 125 Source: Service Design Toolkit
from Dongwhan Kim Prototyping 126
from Dongwhan Kim Prototyping 127
from Dongwhan Kim Prototyping 128
from Dongwhan Kim Prototyping 129
from Dongwhan Kim Prototyping 130
from Dongwhan Kim Prototyping 131
from Dongwhan Kim Prototyping 132 tbisaacsAccounts Search Timeline @ 10:00 AMCARRIER 3G axbomhyperlink I must say, I love wireframing in #keynotekungfu http://uxa.se/kkfu - 2 more pages, then o? to #blonski 1 hour annettepriest prototyping for iPhone and about to compare Mockapp.com with Keynotekungfu.com. Should be an interesting battle. 1 hour gldnspud Verdict: http://keynotekungfu.com is AWESOME. Thank you @tbisaacs!!! 1 hour New Tweet
from Dongwhan Kim Prototyping 133 New Tweet 10:00 AMCARRIER 3G Q W E R T Y U I O P A S D F G H J K L Z X C V B N M .?123 space Search 140 ? Accounts
from Dongwhan Kim Prototyping 134
from Dongwhan Kim Prototyping 135
from Dongwhan Kim Prototyping ? ???? ? ? ?? ?? ? Concept - ????? ‘??’ ??? ????? ? ?? - ????? UI?? ???? ? ????? ? ????? - ???? ??? ????? ???? ??? ???? ? ??? - ??? ??? ??? ?? ???? ? ??? ???? - ???? ???? ????? ???? ???? ? ?? - ???? ??? ? ?? ???? ???? ???? 136
from Dongwhan Kim Prototyping ? ?? ???? ??? ? ????? ???? ??(goal)? ???? ?? ? ? ???? ??? ?? ??? ??? ????? ?? ? ? ?? ??? ?? ??? ???? ? ? ???? ????? ???? ???? ??? ? ? Task? ????? ???? ? ? ?? ?? ? 137
Blueprint
from Dongwhan Kim ??????? ? ??? ‘??’? ?? ???? ???? ???? ???? ??? ??? ? ? ?? ?? ? ??? ????? ??? ??? ??? ???? ???? ??? ??? ? ???? ??, ??, ????? ??? ?? ?/??? ??? ????? ?? ??? ?? ? ??? ??? ???? ??? ???? ???? ??? ??? ?? ??? 139
from Dongwhan Kim ? ? ? ? ? ? ???? ????, ???? ??? ?? ???? ???? ??? ???? ? ??? ???? ?? ??? ??????? 140
from Dongwhan Kim 141 ??: http://www.slideshare.net/apolaine/blueprint-developing-a-tool-for-service-design?related=2
from Dongwhan Kim 142
from Dongwhan Kim 143
from Dongwhan Kim 144
from Dongwhan Kim 145
from Dongwhan Kim 146
from Dongwhan Kim 147 ??: http://www.slideshare.net/ypigneur/service-blueprint-presentation?next_slideshow=1
from Dongwhan Kim 148
from Dongwhan Kim 149
from Dongwhan Kim ????? 150 ???
from Dongwhan Kim ????? ?? ? ?? (Customer Actions) ? It includes steps, choices, activities and interaction that customers performs in the process of purchasing, consuming and evaluating the service. 151
from Dongwhan Kim ????? ?? ? ?? ??? ??? (“Onstage” contacts employee actions) ? Steps and activities that the contact employees performs that are visible to the customer. 152
from Dongwhan Kim ????? ?? ? ??? ??? ??? (“Backstage” contacts employee actions) ? Steps and activities that occur behind the scene to support onstage activities. 153
from Dongwhan Kim ????? ?? ? ?? ???? (Support Process) ? Covers the internal services, steps and interactions that take place to support the contact employees in delivering the service. 154
from Dongwhan Kim ????? 155 ???
from Dongwhan Kim ????? ?? ? ????? (Line of interaction) ? Direct interactions between the customer and organization. 156
from Dongwhan Kim ????? ?? ? ??? (Line of visibility) ? This line separates all service activities that are visible to the customers from those that are not visible. 157
from Dongwhan Kim ????? ?? ? ?? ????? (Line of internal interaction) ? This line separates contact employees activities from those of other service support activities and people. 158
from Dongwhan Kim ????? 159 ??: ?????? ?????, 2012.
from Dongwhan Kim ????? 160
from Dongwhan Kim Blueprint 161
from Dongwhan Kim 162
from Dongwhan Kim 163
from Dongwhan Kim ?????? ? ????? ? ???(line of visibility)? ??? ???? ?? ??? ?? ??? ??? ? ? ?? ??? ??? ???? ??????? ???? ?? ?? ? ??? ?????? ??? ???? ?? ?? ?? ??? ?????? ?? ??? ?????? ? ? ??? ????? ???? ??? ??? ???? ?????? ?, ??? ??? ??? ? ?? ??? ????? 164
from Dongwhan Kim ?????? ?? ?? ? ???? ??? ??? ??? ?? ?? ???? ??? ?? ? ?? ?? ? ??? ??? ?? ????? ??? ????? ??? ??? ??? ??? ??? ??? ?? ? ???? ???? ??? ??? ? ?? ?? ?? ???? ???? ?? ?? ? ???? ???? ??? ???? ??? ? ?? ???? ?? ??? ? ???? ??? ?? ??? ?? ????? ??? ???? ?? ? ????? ??? ??? ????? ??? ? ??? ??? ??? ?? ??? ?? ? ??? ??? ??? ????? ?????? ????? ???? ?? ??? ??? ? ??? ???? ??? ??? ?? ??? ?? ????? ????? ?? ????? ??. 165 ??: ?????? ?????, 2012.
from Dongwhan Kim ?????? ?? ? ??? ???? ?? ?? ? ??? ???? Creating realistic customer expectations ? ?? ??? Empowering human element (job description, selection criteria, appraisal system) ? ?? ??? Rendering the service as promised (quality control and training system) ? ??? ?? ??? Providing necessary tools such as system speci?cation 166
from Dongwhan Kim ?????? ?? ? ??? ??? ??? ?? ? ??? ???? = Customer interactions ? ?? ??? = Employee roles ? ?? ??? = Operational processes ? ??? ?? ??? = Information technology 167
from Dongwhan Kim ????? ??? 168 Step 1 Identify the process to be blueprinted Step 2 Identify the customer or customer segment Step 3 Map the process from the customer’s point of view Step 4 Map contact employee actions, onstage & backstage Step 5 Link customer and contact person activities to needed support functions Step 6 Add evidence of service at each customer action step
from Dongwhan Kim 169
from Dongwhan Kim 170
from Dongwhan Kim 171
from Dongwhan Kim 172
from Dongwhan Kim 173
from Dongwhan Kim 174
from Dongwhan Kim 175
from Dongwhan Kim 176
from Dongwhan Kim 177
from Dongwhan Kim 178
from Dongwhan Kim ????? ??? ? ????? ??? ? ??? +??? ??? ?? ??? ??? ?? ??? ???? ??? ??? ?, ?, ?? ?? ? ??? ???? ?? ? ?????? ????? ??? ??? ??? ???? ???? ??? ???? ?? ?? ???? ??? ??? ??? ??, ??????? ??? ?? 179
??? ?? = ????? ?? ?? ??? ?? ??? ?? ??? ??? ?? ?? ???? “???? ???? ???” “?, ?? ?????” ??? ?? ?????
Case Studies
from Dongwhan Kim ????1. ????? 182 designDIVE 2020
from Dongwhan Kim ????1. ????? 183
from Dongwhan Kim ????2. ????? ??? ?? 184 designDive 2020
from Dongwhan Kim 185
from Dongwhan Kim ????2. ????? ??? ?? 186
from Dongwhan Kim ????2. ????? ??? ?? 187
from Dongwhan Kim 188 ????3. ?? ?? ??? ??? designDIVE 2020
from Dongwhan Kim ????3. ?? ?? ??? ??? 189
from Dongwhan Kim 190 ????3. ?? ?? ??? ???
????
from Dongwhan Kim 192
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????? ??? dongwhan.kim@gmail.com

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