서비스 디자인의 차별적 속성 기반 디자인 프로세스 모델 연구

It is difficult to establish the clear definition and scopeof service design due to the limitations such asnon-programmed, non-visible problems formed throughcomplex interests, the mixed use of different forms ofresearch tools, and the unforeseen circumstances of theproblem-solving process. This research grasped thedifferentiated properties of service design in the contextof the final value that this methodology pursues, avoidingthe instant interpretation of pending issues to which servicedesign is applied. First, based on the theoretical analysesof previous researches, ‘Design Thinking’, the creativeproblem innovation process, 'User Experience Value', thepursued goal of the methodology, 'Participatory Design',which claims to stand for the practical researchmethodology, and 'Interaction between Users andProviders', the core research scope of pending issues werederived as the core properties of service design that aredifferentiated from other design methodologies. The servicedesign process models based on the interrelationshipsbetween these properties were proposed in six stages. Inthe 'problem recognition' stage, the quality decline in userexperiences and the self-awareness of dissatisfaction areformed. In the 'problem understanding' stage,multidisciplinary cooperative researches on thedissatisfaction objects and realms are performed. In the'problem derivation' stage, users’ unsatisfied desires arederived through the visualization of core pending issues,and in the 'problem definition' stage, creative conceptionactivities are performed with problem-solving approachesto the unsatisfied desires. In the 'problem solving' stage,service design models are designed, and finally in the'problem solutions check' stage, the utility of the developedmodels in real world application are checked.