무인편의점 유형에 대한 국내 사용자 경험 비교 연구

Abstract

Background With the development of IT technology and the spread of un-tact culture in the 4th industry, the unmanned industry is in full swing in many stores at home and abroad. Korea is still progressing slower in unmanned development compared to China and the United States due to various regulatory issues. In Korea, there are many studies on self-checkout desks that have become commonplace, but user experience studies on unmanned convenience stores are insufficient. It is intended to be helpful in providing optimized unmanned services to users through comparison of technologies applied by leading domestic convenience stores and unmanned methods. Methods A case study on unmanned stores applied in Korea was conducted and the types of unmanned methods were classified. For a deep understanding of users, we conduct questionnaires and in-depth interviews through shadow tracking techniques among ethnography methodology, which are qualitative studies. At three representative unmanned convenience stores in Korea, a total of 45 experimenters, 15 people each, gathered and wrote down the pain-points on the customer's journey, proposing to improve the user's experience. Result Based on the survey and in-depth interviews, five results were derived through various paint-points analyses occurring at each shopping stage, and improvement directions were presented for each unmanned method. Conclusion In this study, the current status of unmanned services applied in Korea was investigated and categorized, and various Pain-points generated in the user's shopping journey were collected and compared to the user experience. The results of this study are expected to serve as basic data for the user experience according to the unmanned method of a representative unmanned convenience store in Korea.