경험디자인을 위한 물놀이 튜브의 사용자 경험 유형 연구

한소영,고정욱 한국인더스트리얼디자인학회 2017 산업디자인학연구 Vol.11 No.4

User experience design is an important methodology for increasing the experience satisfaction of users through user observation. Furthermore, in current times when the use of SNS is on the rapid increase, online information can be actively utilized as the practical data for experience design. Among the 2017 SNS proof photos, the tubes for water play gained a great deal of attention as a summer holiday related post. In light of this background, we are going to propose a design direction to improve the experience satisfaction level of users by analyzing the experience of water play tube users. As a result of examining the previous research to achieve this end, it was identified that most of the studies were on "prediction-oriented experience measurement method," which is carried out in design process. On the other hand, the present study focused on the measurement of the final result of user experience and proceeded with three steps. First of all, we investigated the market growth and product types of water play tubes and selected samples based on sales volume and news articles. Second, after the 1st gathering of 100 representative samples by analyzing the online reviews which is the result of the user experience after using water play tubes, the cluster analysis was conducted through the KJ method involving the participation of expert groups. Third, the data was visualized by conducting the frequency analysis of approximately 1,000 reviews. As a result of the study, the user experiences were analyzed into "purchasing experience," "playing experience," "maintenance and management experience" and "other experience." "Purchasing experience" and "playing experience" were shown to be a positive experience in many cases, and "experience before playing among the playing experience groups" and "maintenance and management experience" were shown to be a negative experience in many cases. In detail, the frequency of "user visual experience" was shown to be highest, and therefore it could be found that visual differentiation and aesthetics are the most important design factors for the design of water play tube. These results of the study can be usefully utilized as a tube design creation method for the improvement of water playing experience satisfaction. 경험디자인은 사용자관찰을 통해 사용자의 경험만족도를 높이기 위한 중요한 방법론이다. 또한 SNS(Social Network Service)사용이 급증하는 현시대에 온라인 정보는 경험디자인을 위한 실질적인 자료로써 적극 활용될 수 있다. 2017년 SNS인증사진 중 여름휴가 연관 게시물로 물놀이튜브가 높은 주목을 받았다. 이와 같은 배경으로 물놀이 튜브사용자 경험을 분석하여 경험만족도를 높이기 위한 디자인 방향을 제언하고자 한다. 이를 위한 선행연구 고찰 결과 대다수 연구가 디자인 과정상에 실시하는 “예측을 위한 경험 측정방법” 연구임을 확인 할 수 있었다. 반면 본 연구는 사용자 경험의 최종 결과측정에 중점을 두어 3단계 과정으로 진행하였다. 첫째, 물놀이튜브의 시장신장세와 제품종류를 조사하여 판매량과 언론기사를 토대로 표본을 선정하였다. 둘째, 물놀이 튜브 사용 후 사용자경험의 결과인 온라인리뷰를 분석하여 100개의 대표 표본을 1차 취합한 후 전문가집단이 참여한 KJ기법을 통해 경험유형의 군집화 분석을 하였다. 셋째, 약1,000개 리뷰를 빈도 분석하여 데이터를 시각화하였다. 연구결과 분석된 사용자경험은 크게 “구매경험”, “놀이경험”, “유지 및 관리경험”, “기타경험”으로 분석되었다. “구매경험”과 “놀이경험”은 긍정적인 경험으로 많이 나타났으며, “놀이경험 그룹 중 놀이 전 경험”과 “유지 및 관리경험”은 부정적 경험으로 많이 나타났다. 세부항목으로 “사용자 시각적 경험” 빈도가 가장 많이 나타나 물놀이 튜브 다자인은 시각적 차별성과 심미성이 가장 중요한 디자인요인임을 알 수 있다. 이러한 연구결과는 물놀이 경험만족도 향상을 위한 튜브 디자인 창출 방법으로 유용하게 활용될 수 있다.

드럭스토어 체험 요인이 매장 방문 경험 만족도에 미치는 영향

이상은 한국피부과학연구원 2018 아시안뷰티화장품학술지 Vol.16 No.2

Purpose: This study investigated the effects of drugstore experience factors on customers’ satisfaction with shop-visit experience, with regard to the environmental stimuli provided by a Korean drugstore, which reflects the changing state of the beauty market. Methods: Convenience sampling was conducted with women in their 20s who had visited drugstores. Cronbach’s α coefficient determined the reliability of their satisfaction. Furthermore, correlation analysis and multiple regression analysis were conducted to investigate the influence of drugstore experience factors on customers’ satisfaction with shop-visit experience. Results: Regarding the correlation between the drugstore experience factors and customers’ satisfaction with their shop-visit experience, the following factors can be ranked in the order of a high correlation: brand act, think, sense, relate, and feel. It was found that the higher the brand act factor, brand sense factor, brand relate factor, and brand think factor, the higher was the customers’ satisfaction level of shopvisit experience. Conclusion: The results of this study suggest that the drugstore experience factors affect customers’ satisfaction with their visits to drugstores and the overall experience factors are important factors in satisfaction. Particularly, act factors had the greatest influence on customers’ satisfaction with their shop-visit experience, which suggests that direct consumer experience would have a greater influence on their purchasing act. 목적: 본 연구는 변화되고 있는 뷰티시장의 형태를 반영한 한국형 드럭스토어가 제공하는 환경적 자극에 대해 실무적 체험요인이매장 방문 경험 만족도에 미치는 영향관계를 규명하고자 한다. 방법: 드럭스토어 방문 경험이 있는 20대 여성을 대상으로 편의 표집하였다. 만족도의 신뢰도는 Cronbach's α 계수로 판단하였고, 드럭스토어 체험요인이 매장 방문 경험 만족도에 미치는 영향을 알아보기 위하여 상관분석과 다중회귀분석을 실시하였다. 결과: 드럭스토어 체험 요인과 매장 방문 경험 만족도와의 상관관계는 브랜드 행동요인, 인지요인, 감각요인, 관계요인, 느낌요인 순으로 높은 상관관계가 있는 것으로 나타났다. 브랜드 행동요인과 브랜드감각요인, 브랜드 관계요인, 브랜드 인지요인이 높을수록 매장 방문 경험 만족도가 높은 것으로 나타났다. 결론: 체험요인이 드럭스토어 방문 경험 만족도에 영향을 미치는 것을 알 수 있으며 총체적인 체험요인이 만족도에 작용하는 중요한 요소임을 시사한다. 특히 행동 요인은 매장 방문 경험 만족도에 영향력이 가장 크게 나타난 것으로 보아 소비자가 직접 체험한 후 구매행동으로 미치는영향이 더욱 클 것으로 사료된다.

A Qualitative Study of Designing Customer Experience for Fashion Concept Stores

Lee, You Jung(이유정) 한국디자인문화학회 2015 한국디자인문화학회지 Vol.21 No.4

본 연구는 패션 컨셉스토어 내에서의 고객 경험을 디자인하기 위해 고려해야 할 점에 대한 포괄적인 시각을 제공하는데 목적을 두고 있다. 이를 위해 패션 브랜딩, 패션 리테일링, 경험디자인, 경험마케팅 등 관련분야 전문가 10명과 함께 참여관찰 실험을 실시하였다. 본 실험에 앞서 관련 전문가들과 함께 포커스그룹 인터뷰를 진행함으로써 본 실험을 진행할 패션 컨셉스토어를 선정하였다. 참여관찰을 통해 얻은 데이터는 정성적 방법인 “Thematic framework analysis”를 사용하여 분석하였다. 경험 디자인에 관련된 기존 문헌연구들과 참여관찰 실험 결과를 통한 데이터 분석을 통해 패션 스토어 내에서의 고객 경험 디자인을 위해 고려해야 할 세 가지 주요 시사점이 도출되었다. 첫째, 브랜드 아이덴티티를 바탕으로 한 터치 포인트들의 통합을 통한 총체적이고 통일된 고객 경험 제공, 둘째, 고객들의 감각을 자극하는 매장 디자인을 통한 감성 브랜딩, 마지막으로 문화적 경험 제공을 통한 의미있는 고객 경험을 제공해야 함을 알 수 있었다. 또한 총체적이고 통일된 매장 경험을 제공하는 것이 매장내 경험 디자인의 기본이라는 첫 번째 시사점에 기반하여 패션 컨셉스토어 내에서의 고객 경험 디자인 현황 분석을 도울 수 있는 개념적 준거틀을 문헌연구를 통해 제안하였다. 본 연구는 컨셉스토어 매장 내 경험을 효과적으로 디자인하기 위한 주요 시사점을 도출하고 현재 제공되고 있는 경험 디자인 요소들을 분석할 수 있는 개념적 준거틀을 제안함으로써 변화하는 고객들의 니즈를 만족시킬 수 있는 매장 경험 디자인의 방향을 제시하였다. This study aimed to provide comprehensive overview regarding the main points to be considered in designing customer experience for fashion concept stores. For this study, participant observation was conducted with ten experts from involved disciplines such as fashion branding, fashion retailing, experience design and experiential marketing. Prior to the main study, focus group interview was carried out with five experts from design and fashion retailing to select the best practice for participant observation. The data from participant observation was analyzed using a qualitative thematic framework analysis method. Reviewing previous literature and drawing on participant observation, it was possible to identify three key considerations for the design of customer experience for fashion concept stores, which were classified into the following categories: 1) orchestration of all the touch points in line with brand identity, 2) engaging customer on an emotional level through designing sensorial experience of customers and 3) evoking meaningful customer experience through providing cultural experience. In addition, a conceptual framework presenting a list of individual stimuli in respect of designing customer experience for fashion concept store was developed based on the findings from literature review as an audit tool. It would be expected to enable fashion concept stores to evaluate current use of experience design in their stores from a holistic point of view. Considering that customer experience is not driven by a single point but from all the points around customers, it is essential to have a holistic perspective regarding the environmental dimensions of retail atmospheric. In this respect, the information from this study may be potentially useful for fashion concept stores in terms of providing comprehensive overview regarding the main points to be considered when they design quality customer experience.

테마파크에서의 체험요소에 관한 연구 : Pine과 Gilmore의 체험경제이론(Experience Economy)을 중심으로

하동현 ( Dong Hyun Ha ) 한국사진지리학회 2009 한국사진지리학회지 Vol.19 No.1

본 연구는 Pine & Gilmore의 체험 이론을 기반으로 테마파크 이용객의 체험을 엔터테인먼트 체험, 교육 체험, 미적 체험 및 현실도피적 체험이라는 4가지 척도를 개발하였다. 이러한 척도들을 독립변수로, 테마파크 이용객의 만족을 종속변수로 하여 다중회귀분석한 결과 교육 체험, 엔터테인먼트 체험, 미적 체험 순으로 이용객 만족에 영향을 미치는 것으로 나타났다. 자료 수집은 신라밀레니엄파크를 방문하고 있던 300명의 이용객을 대상으로 하였다. 이러한 분석 결과 테마파크 마케터들은 다음과 같은 조치를 취할 필요가 있다. 첫째, 테마파크 경영자들은 교육 체험을 중시하여야 한다. 최근 주5일근무제로 인하여 관광패턴이 개인여행으로부터 가족여행으로 바뀜에 따라 자녀를 위한 소프트웨어와 하드웨어를 준비하여야 한다. 둘째, 엔터테인먼트 체험과 미적 체험은 필수적으로 제공하여야 한다. 셋째, 현실도피적 체험도 기능한 한 제공하도록 하여야 한다. 본 연구는 테마파크에서의 이용객 체험 척도를 개발하였고, 이용객 체험이 테마파크 경영에 중요하다는 점을 고려할 대 의의를 가진다고 할 수 있다. 추후의 연구에서는 연구 변수를 더 많이 도입하고, 연구대상 산업도 확대하여 결과의 일반화를 꾀하는 것이 필요하다. The purpose of this study was to examine the relationship between experiences and satisfaction. In this study entertainment experience, education experience, esthetic experience and escapist experience were independent variables and satisfaction was dependent variable. The samples were visitors who visited Shilla Millenium Park. Statistical results told us that visitors` satisfaction was consequence of education experience, entertainment experience and esthetic experience. Therefore, it can be said that, to attract more returns of tourists, marketer of theme park was advised to try to make education experience, entertainment experience and esthetic experience by providing contents of good software and hardware. Consequently, the better evaluation of visitors on those experiences means the more intention of them to revisit a theme park. It is concluded that if theme park marketer takes practical actions based on the results of this study to enhance visitors` experiences, they could expect various positive outcomes on their marketings.

쇼핑 웹사이트 탐색 경험의 몰입 과정에 대한 연구

심수인 ( Soo In Shim ) 서울과학기술대학교 과학문화전시디자인연구소 2014 한국과학예술융합학회 Vol.15 No.-

A commercial Website has been regarded as a marketing communication channel as well as a retail channel of product/service providers. Firms can offer the Website visitors a great experience of exploring virtual spaces, which aims to eventually increase the firm`s profit. For delivering rich experiences to visitors on a commercial Website, appealing Website characteristics such as vivid interfaces have been suggested in previous studies. From the visitors` perspective, however, it is not known how the visitors could be engaged in the Web experience; particularly, what aspects of the Web experience could be appreciated by the visitors, and further result in their positive behavioral responses. Therefore, this study uses qualitative methods, which is widely used to find and exploit new market opportunities by product/service providers or business consultants, to clarify the construct of the experience as well as to track the experience engagement process on the whole. The purpose of this study is to explore (1) the process of how visitors could be engaged in an experience on a commercial Website and (2) the dimensions of the Web experience. Two theories, LaSalle and Britton`s experience engagement process and Pine and Gilmore`s four realms of an experience, were reviewed to establish the theoretical domain, entailing the development of research questions and research design. In Study 1, twelve informants participated in individual interviews to report their memorable experience on a commercial Website. In Study 2, eighteen informants participated in focus-group interviews with watching a sample five-minute video of exploring a sophisticated Website. All the interview data were analyzed together by a constant comparative method. The findings of this study are partially consistent with the theoretical frameworks. The categories and properties regarding experience engagement process show that visitors recognize an experience on a commercial Website as an incomplete experience necessary to be verified as authentic in an offline environment. Furthermore, visitors tend to easily remember what they earn during the online experience, rather what they see, hear, or think on a commercial Website, which emphasizing the importance of suggesting obvious benefits on the Website. Implications and suggestions are also discussed.

Experience Design Board: A tool for visualizing and designing experience-centric service delivery processes

Lim, Chiehyeon,Kim, Kwang-Jae Elsevier 2018 Journal of retailing and consumer services Vol.45 No.-

<P><B>Abstract</B></P> <P>Experience-centric service (ExS) is a type of service through which customers experience emotionally appealing events and activities that result in distinctive memory. The literature argues that ExS design should be a research priority in this experience economy, yet little is known on how to articulate ExSs in their design. This paper proposes a tool called Experience Design Board for visualizing an ExS delivery process as a basis for its analysis and design. The tool is a matrix-shaped board where the key factors of experience creation in ExS (namely, servicescape, frontstage employees, other customers, backstage employees, and technology support systems) are represented in rows, and the customer experience phases are placed in columns. The tool is useful in analyzing and designing how the key factors of ExS create customer experience. The tool integrates several work streams within the evolving ExS literature into its structure and is generic enough to accommodate various ExSs in physical and digital experience contexts. By visualizing an ExS delivery process from beginning to end, the designer can obtain a systematic understanding of the essential attributes of ExS and can use it for an effective design. This tool would serve as a basis for service design in this experience economy.</P> <P><B>Highlights</B></P> <P> <UL> <LI> We live in an “experience economy”. </LI> <LI> A key deliverable of this economy is experience-centric service (ExS). </LI> <LI> This paper proposes a tool called Experience Design Board for ExS visualization and design. </LI> <LI> The tool is useful in analyzing and designing key factors of experience creation in an ExS. </LI> <LI> The tool would serve as a basis for service design in this experience economy. </LI> </UL> </P>

체험경제 이론에 따른 기억, 만족, 충성도에 관한 연구: 동해안지역 스쿠버다이빙리조트 방문객을 중심으로

서민정,임은순 한국호텔관광학회 2011 호텔관광연구 Vol.13 No.3

Based on the Pine & Gilmore’s experience economy concept, this study aims to identify the underlying dimensions of scuba divers’ experience and to investigate the influence of relationships among scuba divers’ experience, memory, satisfaction and loyalty. According to the results of analysis,scuba divers’ experience can be represented in terms of four factors; education experience, escape experience, esthetic experience, and entertainment experience. Multiple regression analysis indicated that scuba diving’s memory was influenced by 4 factors of experience. This estimated that scuba diving fits the Pine & Gilmore’s ‘sweet spot’ concept. Especially, esthetic experience accounts for most of the variance in estimating memory. Memory had a significant effect on experience satisfaction and what is more, memory, satisfaction affected scuba diver's loyalty. Overall, this study enhance the theoretical process on the experience economy concept in scuba diving and offer implications for marine tourism policy.

The Problem of Experience in Medicine : J. G. Zimmermann(1728-1795) and the ancient Empiricists’ views on medical experience

여인석 한국의철학회 2011 의철학연구 Vol.12 No.-

The relationship between experience and reason has been one of the main topics in the history of philosophy. Experience and reasoning are the main ways through which human beings acquire knowledge. Experience and reason, however, have not always co-existed peacefully as is well shown in the antagonism between Empiricism and Rationalism in the 17th century European philosophy. Historically speaking, medicine has been the major source of empiricism. The Empiric School of the Hellenistic period claimed the superiority of experience over theory in justifying medical practice, which provoked a hot debate between empiricism and rationalism in medicine. The debate, which was philosophical by nature, has not received the due attention that it deserved. Again the problem of experience in medicine is fully discussed by a Swiss doctor and philosopher J. G. Zimmermann(1728-1795). He distinguished the true experience guided by proper reflections and the false experience which is the blind collection of simple facts. Based on this distinction, he admired Serapion, the founder of the Empiric School, as the possessor of the true experience, and criticized the empirics of his time who had been satisfied with false experience. This paper aims at clarifying the problem of experience in medicine by Zimmermann’s reevaluation of ancient Empiric School.

해양레저스포츠 참여자들의 체험요인과 만족과의 관계연구

서민정(Min Jung Seo),임은순(Eun Soon Yim),이소진(So Jin Lee) 한국관광연구학회 2013 관광연구저널 Vol.27 No.1

Based on the theory of experience economy(Pine & Gilmore, 1988), this study aims to identify the underlying dimensions of scuba diving experience and to investigate the relationships among scuba diving experience, demographics characteristics and satisfaction using stepwise regression analysis. According to the analysis, the experience of scuba diving can be represented in terms of 4 main factors; education experience, escape experience, esthetic experience, and entertainment experience. It was found that Scuba diving`s satisfaction was influenced by 4 factors of experience. But scuba diving participants` demographic variable had partly a significant effect on participant`s satisfaction. When scuba participants ware grouped according to the qualification level and participation period, the regression analysis presented the differences in the participants` importance of experiences and demographic characteristics between the groups. That means the four factors differed in terms of each participants` importance in explaining the outcome variable of satisfaction. The participants whom experience level is high and participation period is long recognized for their high escape experience value. The participants whom experience level is low and participation frequency is short, on the other hand were esthetic experience.

초등체육수업에 참여한 아동들의 체험적 정서 요인

배수환,이제행 한국홀리스틱융합교육학회 2014 홀리스틱융합교육연구 Vol.13 No.1

The purpose of this study is to understand for the experiential emotion of elementary school students underwent lessons in each area of Physical activity and what factors affecting them are. Participant observation, in-depth interviews and documentation review were used. The result is as follows. With respect to a positively emotional experience in health activities, while boys think of ‘growing strength by doing games' as a positively emotional experience, girls think of ‘confidence in sports ability' as a positively emotional experience, regarding a negatively emotional experience, boys and girls think of ‘boredom of static activity' and ‘fatigue' as a avoidance factor respectively. As a positively emotional experience in challenge activity, boys and girls regard ‘competition and fighting spirit' and ‘successful experience' as a positively emotional experience, respectively, as to a negatively emotional experience, boys and girls think of ‘lack of balance' and ‘injury' as a negatively emotional experience. Pertaining to a positively emotional experience in competition activity, boys and girls consider ‘experience of victory' and ‘weird experience' as a interesting factor, respectively, as for a negatively emotional experience, boys and girls think of ‘unequal roles' and ‘excessive competition' as a negatively emotional experience. In regard to a positively emotional experience in expression activity, boys and girls count on ‘not constrained' and ‘conversion to joyful atmosphere' as a positively emotional experience, respectively, as with a negatively emotional experience, boys and girls think of ‘lack of rhythm' and ‘expressive ability' as a negatively emotional experience, respectively. 이 연구의 목적은 초등학생들이 체육수업에서 체험한 정서 요인이 무엇인지 이해하는 데 있다. 참여관찰, 심층면접, 문서자료 검토 등을 사용을 통해 개인별로 사례기록을 작성한 후 단위화와 부호화 작업을 하였다. 연구 문제에 적합한 주제를 도출하기 위해 Spradley(1980)의 귀납적 범주 분석 방법을 이용해 분석하였다. 다각도 접근법과 구성원 간 검토, 동료 간 협의를 실행하여 다음과 같은 결과를 얻었다. 긍정적 정서 요인으로 남학생들은 ‘게임하며 근력 기르기’, ‘경쟁과 승부욕’, ‘승리 경험’, ‘구속되지 않음’을 제시하였고, 여학생들은 ‘운동기능에 대한 자신감’, ‘성공 경험’, ‘별난 체험’, ‘즐거운 분위기 전환’을 주요한 원인으로 제시하였다. 또 부정적 정서 요인으로 남학생들은 ‘정적 활동의 지루함’, ‘균형 감각 부족’, ‘불평등한 역할 분담’, ‘리듬감 부족’을 제시하였고, 여학생들은 ‘피로’, ‘부상’, ‘지나친 경쟁’, ‘표현 능력 부족’을 제시하였다. 이상의 내용을 종합해 보면 남학생들은 주로 경쟁적이고 도전 과제가 있는 활동에서, 여학생들은 스스로 창의적으로 발산할 수 있는 활동에서 긍정적 정서를 경험하였다. 또, 남학생들은 정적인 동작으로 이루어진 무용과 같은 활동에서, 여학생들은 부상의 위험이 있거나 친구들의 시선을 의식해야 하는 활동에서 부정적 정서를 경험하였다.