초 연결 시대 사용자 여정 분석을 위한 고객 여정 맵에 대한 연구

Abstract

Background: Hyper connected society has arrived where things interact connected to internet and mobile. By this arrival of hyper connected society, ‘Product Servitazation’ and ‘Service Productization’ have developed as new types of platforms. Due to this, existing analog services were developed into new convergent platforms of service that uses mobile devices or products. Methods: In this research, existing customer journey map will be analyzed and a new customer journey map will be developed for the arrival of hyper connected society. Result: The customer journey map is a modeling methodology based on connectivity, visualizing service experience in the hyper connected society. It can represent user experience on a platform of convergence of goods and services utilizing networks or sensors and serves as a methodology that can visualize both employees and cutomer’s experiences and interactions, Conclusion: The modeling technique developed in this research is meaningful because it can visualize various relations and interactions. Furthermore, in the future, an enterprise UX with both customers and employees as their users and cases of IoT like smart home or smart car in the hyper connected society can be utilized for various users, cooperating tools and games where interactions are crucial.