UX기반 서비스 프로토타이핑 모델러 개발 -서비스 플로우 & 터치포인트 모델러를 중심으로-

Abstract

The technology of service prototyping, which enables the early evaluation of the service and the development of a prototype before operating a new service model, has been issued for the vitalization of the service industry as a recent social trend. Still the function, which enables to model and evaluate the user’s experience of the prototype production and assessment, hasn’t been offered so far. Therefore we tried to suggest a system to simulate the users experience before implementing services and prototyping services. We proposed the interface design of the Service Prototyping Modeler (Service flow & Service touch point modeler),which is the suggested system’s core, which we developed through a usability test done on service design expert groups. These modelers are formed in one integrated modeler environment. The service flow modeler is a programme that designs the flow of service in a form of service blueprint. As a properties window on the bottom of service flow modeler is the service touchpoint modeler which records the value of user’s assessment of experience. Meanwhile, improvement issues are drawn through usability evaluation in the following 3 points of name, basic function and design. Abstruse names are raised as name issue, and undeveloped functions as basic function issue. As for design-related issue, confined work area against the workload, lack of visualization of the feedback, and difficulty in cognition and learning the usage of new function were found. The analysis suggests: promoting the awareness and usability of the modeler’s key functions through the unification of icons and the organization of ribbon; redefinition of work space; initial guide through unfamiliar functions.