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Design framework for developing a non-face-to-face service
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비대면 서비스 개발을 위한 디자인 프레임워크

논문 기본 정보

Type
Academic journal
Author
Yoon Jong Kwan (국민대학교 스마트 경험 디자인학과) KimSung Woo (국민대학교)
Journal
한국디자인리서치학회 한국디자인리서치학회 한국디자인리서치 제6권 제4호
Published
2021.12
Pages
219 - 229 (11page)
DOI
https://doi.org/10.46248/kidrs.2021.4.219

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Design framework for developing a non-face-to-face service
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Abstract· Keywords

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Due to COVID-19, non-face-to-face service has become a new normal stream of a service industry. However, values of face-to-face service does not transfer directly to a non-face-to-face service. A design methodology of non-face-to-face service is required to obtain the quality of a service. This study used documentary research, case study methods and case validation methods. Firstly, a non-face-to-face education service design framework was suggested basesd on documentary research of service design frameworks, service managements and a learners' perception model of interaction. Secondly, an education framework was generalized to make a common framework. Lastly, the framework was verified with a case validation study of worldwide telehealth services. According to the findings, a non-face-to-face service design framework would be a helpful design methodology using a service strategy. A service designer could design a non-face-to-face service with a strategical decision of choosing functional service components such as video calls, conference calls, images and text. These components are related to degree of customer contact, and a designer should decide components considering the presence of a service provider, service interaction and social interaction. With the establishment of the framework using a learners' perception model of interaction, it can be expected that service designers can design a good non-face-to-face service which is aligned to a customer contact strategy.
#비대면 서비스 #서비스디자인 #디자인프레임워크 #Non-face-to-face service #Service design #Design framework

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References (20)

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신을진 / 2020 / 온라인수업, 교사 실재감이 답이다 / 우리학교 google schola 강민석 / 2010 / 이러닝 환경에서의 학습자-교수자 상호작용감 요인 모형에 대한 실증적 탐색 / 교육공학연구 26(2):187~215 google schola 김세련 / 2015 / 온라인 수업환경에서 이러닝 준비도, 교수실재감, 학습자 참여 및 인지된 학업성취도에 대한 구조적 관계 분석 / 교육정보미디어연구 21(4):687~710 dbpia 배영임 / 2020 / 코로나 19, 언택트 사회를가속화하다 dbpia Anthony, G. / 2002 / Beyond student perceptions-Issues if interaction, presence and performance inan online course / JANL 6(1) google schola

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