사용자 중심의 소액 해외 송금 전문 핀테크 서비스의 핵심경험 가치 향상을 위한 서비스 디자인 연구

This study is to analyze the problems that users experience in the process of remittance of small amount overseas remittance service using FinTech technology utilizing the service design methodology, and to propose a practical idea through core experience evaluation. First, by analyzing prior studies on overseas remittance services using FinTech technology through theory and literature review, I have derived 3 factors (such as security and safety factor, practical convenience factor, and quality factor) for the evaluation of experience value of the small overseas remittance services only. After that, I have conducted a study using the Double Diamond process targeting foreign students, their parents, and direct purchasers using the small overseas remittance service for personal transaction purposes. Through the service design methodology for each step of the process, I have derived the concept of 'Practical and Safe FinTech-based Overseas Remittance Service'. First, the practical convenience factor, security and safety factors of users using FinTech-based small amount overseas remittance service were derived as the most important factors, and I proposed a service that can meet the needs of users through the provision of service of 'Entering Requested for Overseas Remittance Information When You Don't Know'. Second, due to the difficulties experienced by users when sending money mentioned previously, the users frequently use the Customer Center. At this time, as an experience value, the practical convenience factor was derived as the most important factor by the users, and the experience value factor was met through the 'Remote Counseling Service Presenting Benefits'. Through this study, I hope this could help to understand the importance and necessity for customer-centric service design in the overseas remittance market using the growing FinTech technology, and to contribute for service suggestions to improve the user's remittance experience.