무인 판매의 인터랙티브 스마트 서비스에 대한 단계별 사용자 경험요소 분석

Abstract

With the rapid development of science and technology, greatly expanding are service design concepts, out of which a new concept of intelligent services has been formed. In the context of the continuous development of unmanned sales, due exploration should be done toward the application of intelligent services and the corresponding elements of non-contact user experience that the application conforms to. This research defines a new concept of interactive intelligent services through the investigation of intelligent services. Based on the study of user experience elements, this research analyzes a total of 9 cases of convenience stores, coffee shops and clothing stores in various countries according to the user behavior stage. And the user experience elements and enlightenment met at each stage are worked out through the analysis. The results of the study show that, based on the 7 behavioral processes of users in unmanned stores, there are a total of 18 user experience elements that are compatible with unmanned stores, namely efficiency, predictability, usefulness, charm, consistency, proximity, ease, reliability, memory, correctness, satisfaction, creativity, correctness, flexibility, fault tolerance, visibility, intuitiveness and aesthetics. As researches on unmanned stores should focus on the sustainable development of enterprises, this research is expected to provide reference for the fields of intelligent services and unmanned sales in the future.