서비스 디자인에서 민감한 주제를 다루는 사용자 연구의 공감적 퍼실리테이션 : 인형매개체를 중심으로 = Empathic Facilitation in User Research on Sensitive Topics in Service Design : With a Focus on Doll as a Medium

다국어 초록 (Multilingual Abstract)

Design for complex social issues often needs to address sensitive topics such as mental health. However, effectively eliciting rich and nuanced information on these topics through traditional user research methods can be challenging, as they often require extensive experience and practice. This challenge in user research hinders designers’ ability to empathize and collaborate with users, thereby hindering meaningful solutions for societal change. This lack of suitable methods for sensitive topics creates a critical gap in design research. This research aims to bridge this gap by investigating a critical research question: How can designers overcome limitations in user disclosure on sensitive topics during user research to elicit user needs and foster empathic understanding? The purpose is to empower users and designers to collaborate in tackling challenging social issues by developing practical user research tools that enhance communication between users and designers. A multi-phased approach was used to address these challenges. The first phase focused on understanding challenges and developing the Empathic Facilitation (EF) model through a literature review, identifying difficulties and strategies to encourage user disclosure. This knowledge informed the development of the EF model, which emphasizes the medium used to provide Expression Support and Interpretation Support. The potential of dolls as a medium for fostering empathy was also explored in this phase. The second phase focused on designing and evaluating tailored user research methods, the Self-Reflection Doll (SRD) method, as a novel user research method informed by the proposed EF model. Three empirical studies investigated user research on mental health topics (burnout, student adaptation, youth well-being) with young adults. Studies 1 and 2 compared the SRD method to traditional approaches. Study 1 compared the SRD method to focus group and cultural probe, analyzing strengths and weaknesses. Study 2 compared the SRD method with persona creation, photo diaries, and focus groups to isolate the doll's impact on empathy. Study 3 applied a modified SRD method in a real-world design project, assessing the method’s practicality. The third phase involved refining the model and developing practical guides based on thematic analysis across all studies. They explored key connections between the EF model and established user research concepts, discussing the role of a medium in design, narratives, and self-reflection. This analysis solidified the model’s theoretical foundation and highlighted its unique contributions to eliciting disclosure in user research on sensitive topics. Based on research findings, the improved EF model and practical guides for adopting the EF model in user research are proposed. Lastly, the final phase explored the broader contribution of the EF model to the field of empathic design in the context of design research on sensitive topics, particularly regarding methods for eliciting user needs and fostering empathic understanding. Overall, the key contributions of this research are twofold. First, it introduces the Self-Reflection Doll (SRD) method as a practical user research method within empathic design techniques. Second, it proposes the Empathic Facilitation (EF) model, offering generalizable principles applicable to various user research methods for sensitive topics. This approach of design research empowers users, particularly vulnerable populations, by providing them with expression support to share their emotional experiences from a comfortable distance and provide interpretation support to foster empathetic understanding in designers. Ultimately, it promotes active participation in the design process and fosters empathy among participating stakeholders, leading to more inclusive and intimate collaborations in participatory design.

국문 초록 (Abstract)

복잡한 사회 문제를 위한 디자인은 정신 건강과 같은 민감한 주제를 자주 다뤄야 한다. 그러나 전통적인 사용자 조사 방법을 통해 민감한 주제에 대한 풍부하면서도 함축적인 정보를 추출하는 것은 방대한 경험과 많은 연습이 필요하기 때문에 어려울 수 있다. 이러한 문제는 디자이너가 사용자와 공감하고 협력하는 것을 방해하기 때문에 사회 변화를 위한 의미 있는 솔루션을 도출하기 어려워진다. 이처럼 디자이너가 민감한 주제를 다루는 적절한 방법이 부족하기 때문에 디자인 연구에 심각한 간극이 발생하고 있다. 이 논문은 다음과 같은 중요한 연구 질문 - ”디자이너는 사용자 연구 중에 민감한 주제에 대한 사용자의 진정성(disclosure)의 한계를 어떻게 극복하고 사용자 요구를 이끌어내고 공감적 이해를 촉진할 수있는가?” - 을 조사하여 위와 같은 간극을 해소하는 것을 목표로 한다. 이 논문의 목적은 사용자와 디자이너 간의 의사소통을 향상시키는 실용적인 사용자 연구 도구를 개발하여 사용자와 디자이너가 어려운 사회 문제 해결을 위해 효과적으로 협력할 수 있도록 하는 것이다. 이러한 과제를 해결하기 위해 4단계 연구 방법이 사용되었다. 첫 번째 단계에서는 문헌 검토를 통해 과제를 이해하고 EF(Empathic Facilitation) 프레임워크를 개발하는 데 중점을 두고 사용자의 진정성, 즉 디자이너가 사용자의 마음을 열고 솔직한 생각을 공유하도록 촉진할 때 발생하는 어려움과 그 해결 전략을 식별했다. 이는 표현 지원(Expression Support) 및 해석 지원(Interpretation Support)을 제공하는 데 사용되는 매개체를 강조하는 EF 프레임워크의 개발에 영향을 미쳤다. 이 단계에서는 공감을 촉진하는 매체로서 인형의 잠재력도 탐구되었다. 두 번째 단계에서는 제안된 EF 프레임워크를 기반으로 한 새로운 사용자 연구 방법인 Self-Reflection Doll(SRD) 방법을 설계하고 평가하는 데 중점을 두었다. 세 가지 실증적 연구에서는 청년을 대상으로 정신 건강 주제(소진, 학생 적응, 청소년 웰빙)에 대한 사용자 연구를 수행했다. 연구 1과 2에서는 SRD 방법을 기존 접근 방식과 비교했다. 연구 1에서는 SRD 방법을 포커스 그룹 및 문화 조사(cultural probe) 방법과 비교하여 강점과 약점을 분석했다. 연구 2에서는 인형이 공감에 미치는 영향을 분리하기 위해 SRD 방법을 페르소나 생성, 사진 일기, 포커스 그룹 방법과 비교했다. 연구 3에서는 실제 설계 프로젝트에 수정된 SRD 방법을 적용하여 방법의 실용성을 평가했다. 세 번째 단계에서는 프레임워크를 개선하고 모든 연구에 대한 주제별 분석을 기반으로 실용적인 가이드를 개발했다. EF 프레임워크와 확립된 사용자 연구 개념 사이의 세 가지 주요 연관성을 탐구함과 동시에, 디자인, 내러티브 및 자기 성찰에서 매개체의 역할을 논의했다. 이 분석은 프레임워크의 이론적 기반을 확고히 하고 민감한 주제에 대한 사용자 연구에서 진정성(disclosure)을 유도함에 있어 프레임워크의 기여를 역설한다. 이 연구 결과를 바탕으로, 개선된 EF 프레임워크와 사용자 연구에서 EF 프레임워크를 적용하기 위한 실무 가이드를 제안한다. 마지막 단계에서는 민감한 주제, 특히 사용자 요구를 이끌어내고 공감적 이해를 촉진하는 방법과 관련된 디자인 연구의 맥락에서 공감적 디자인 분야에 대한 EF 프레임워크의 광범위한 기여를 탐구했다.
이 논문의 주요 기여는 두 가지이다. 첫째, 공감디자인 기법 중 실질적인 사용자 연구 방법으로 자아성찰인형(Self-Reflection Doll, SRD) 방식을 소개한다. 둘째, 민감한 주제를 위한 사용자 조사 방법에 적용할 수 있는 일반화 가능한 원칙을 제공하는 EF(Empathic Facilitation) 프레임워크를 제안한다. 이러한 디자인 연구 접근 방식은 사용자, 특히 취약한 인구에게 감정적으로 불편하지 않은 거리를 유지하며 감정적 경험을 공유하도록 표현 지원을 제공하고, 디자이너의 공감적 이해를 촉진할 수 있는 해석 지원을 제공한다. 이 방식은 궁극적으로 디자인 프로세스에 대한 적극적인 참여를 장려하고 이해관계자 간의 공감을 촉진하여 참여 디자인에서 보다 포괄적이고 친밀한 협업으로 이어진다.

목차 (Table of Contents)

• List of Table i
• List of Figure ii
• Abstract iv
• 1. Introduction 1
• 1.1 Research Background 1
• 1.2 Research Focus 3
• 1.3 Significance of the Research 5
• 1.4 Structure of the Thesis 6
• 2. Literature Review 9
• 2.1 Empathy in Design 9
• 2.2 Sensitive Topics and Challenges in Research 17
• 2.3 Strategies to Promote Disclosure 28
• 2.4 Conclusion 38
• 3. Model Development 39
• 3.1 Defining Empathic Facilitation 39
• 3.2 Theoretical Model of Empathic Facilitation 40
• 3.3 Tangible Objects as Medium for Empathic Facilitation 57
• 3.4 Dolls as Representative Medium for Empathic Facilitation 63
• 3.5 The Development of SRD 72
• 4. Methodology 85
• 4.1 Overview 85
• 4.2 Study 1: Comparing Focus Group, Cultural Probe, and SRD for Understanding Burnout 91
• 4.3 Study 2: Traditional vs. Doll-based Design Research for Freshmen Adaptation 93
• 4.4 Study 3: A Generative Workshop Utilizing Doll for Understanding Youth Well-being 96
• 5. Results and Analyses 101
• 5.1 Study 1: Comparing Focus Group, Cultural Probe, and SRD for Understanding Burnout 101
• 5.2 Study 2: Traditional vs. Doll-based Design Research for Freshmen Adaptation 107
• 5.3 Study 3: A Generative Workshop Utilizing Doll for Understanding Youth Well-being 157
• 6. Discussion 167
• 6.1 Comparative Effectiveness of the SRD with Other Methods 167
• 6.2 The Medium’s Functions in Fostering Disclosure and Empathy 175
• 6.3 Contextualizing the SRD Method Informed by the Empathic Facilitation Model 184
• 6.4 Comparing Empathic Facilitation Model with Other Concepts 192
• 6.5 Improved Model of Empathic Facilitation 212
• 6.5 Practical Guide for Empathic Facilitation in User Research on Sensitive Topics 221
• 7. Conclusion 231
• 7.1 Summary of Key Findings 231
• 7.2 The Empathic Facilitation Model 237
• 7.3 Contribution to Empathic Design 238
• 7.4 Recommendations and Future Work 242
• Reference
• 국 문 초 록
• Glossary
• Appendix
• Acknowledgement

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