• Journal of Service Research and Studies
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• v.11 no.3
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• pp.17-30
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• 2021

In the context of Sharing Accommodation has become a new type of accommodation choice for customers. The purpose of this study is to improve the existing defects of Sharing Accommodation Services through insight into the pain points of customer experience, so as to improve customer satisfaction. In this study, Airbnb and Tujia were selected as the subjects for comparative study. By collecting and sorting out references, the research background of Sharing Accommodation is analyzed in depth. Research methods of Service Design, such as Customer Journey Map and Service Blueprint, are adopted to gain insight into customer needs, identify pain points and propose hypothesis of service optimization. Tools such as Kano Model and Potential Customer Satisfaction are used to test and determine three schemes for optimizing the service. Finally, the results are displayed through Service Scenario. The research results can help operators of Sharing Accommodation to identify and improve the elements of service and provide a higher quality customer experience, thus promoting the healthy development of Sharing Accommodation market.

• Journal of Digital Convergence
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• v.15 no.7
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• pp.367-373
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• 2017

The study aims to suggests mobile application service that helps to reduce physical and mental suffering after surgery for breast cancer patients constantly increasing. At first, I analyze literature research to understand the breast cancer and similar services for achieving study purposes. After I finally design a mobile application that offers to customed one-to-one specialist coaching service focused on post-treatment management by using a double diamond design process model. In detail, first, I analyze the current program and comprehend user needs through interviews with the person such as breast patient, protector, nurse, salesperson in cancer center. Second, I specify the entire scenario, concept and keyword based on the persona and the customer journey map representing user. Third, I propose the mobile application for the ultimate goal by producing prototype to effectively communicate with specific functional descriptions. I hope this service will improve the quality of their lives.

• Annual Conference on Human and Language Technology
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• 2020.10a
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• pp.491-494
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• 2020

최근 언어 모델(Language model)의 기술이 발전함에 따라, 자연어처리 분야의 많은 연구들이 좋은 성능을 내고 있다. 정해진 주제 없이 인간과 잡담을 나눌 수 있는 오픈 도메인 대화 시스템(Open-domain dialogue system) 분야에서 역시 이전보다 더 자연스러운 발화를 생성할 수 있게 되었다. 언어 모델의 발전은 응답 선택(Response selection) 분야에서도 모델이 맥락에 알맞은 답변을 선택하도록 하는 데 기여를 했다. 하지만, 대화 모델이 답변을 생성할 때 일관성 없는 답변을 만들거나, 구체적이지 않고 일반적인 답변만을 하는 문제가 대두되었다. 이를 해결하기 위하여 화자의 개인화된 정보에 기반한 대화인 페르소나(Persona) 대화 데이터 및 태스크가 연구되고 있다. 페르소나 대화 태스크에서는 화자마다 주어진 페르소나가 있고, 대화를 할 때 주어진 페르소나와 일관성이 있는 답변을 선택하거나 생성해야 한다. 이에 우리는 대용량의 코퍼스(Corpus)에 사전 학습(Pre-trained) 된 언어 모델을 활용하여 더 적절한 답변을 선택하는 페르소나 대화 시스템에 대하여 논의한다. 언어 모델 중 자기 회귀(Auto-regressive) 방식으로 모델링을 하는 GPT-2, DialoGPT와 오토인코더(Auto-encoder)를 이용한 BERT, 두 모델이 결합되어 있는 구조인 BART가 실험에 활용되었다. 이와 같이 본 논문에서는 여러 종류의 언어 모델을 페르소나 대화 태스크에 대해 비교 실험을 진행했고, 그 결과 Hits@1 점수에서 BERT가 가장 우수한 성능을 보이는 것을 확인할 수 있었다.

• Science of Emotion and Sensibility
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• v.25 no.1
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• pp.41-54
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• 2022

The purpose of this study was to propose a "user experience (UX)-centered product development process" so that the product design development process using the service design process can be systematized and used in practice. In a situation in which usability research on office phones is lacking compared to general home phones, this study expands to a product-based service design point of view rather than simple product development, intending to research ways to provide user experience value through office phone design in smart office. This study focused on extracting UX-centered user needs using the service design process and developing product design that realizes user experience value. In particular, the service design process was applied to systematically extract user needs and experience value elements in the product development process and to discover ideas that were converged with product-based services. For this purpose, the "Double Diamond Design Process Model," which is widely used in the service design field, was adopted. In addition, a product design development process was established so that usability improvement plans, user experience value elements, and product-service connected ideas could be extracted through a work-flow in which real users and people from various fields participate. Based on the double diamond design process, in the "Discover" information collection stage, design trends were identified mainly in the office phone markets. In the "Define" analysis and extraction stage, user needs were analyzed through user observation, interview, and usability survey, and design requirements and user experience issues were extracted. Persona was set through user type analysis, and user scenarios were presented. In the "Develop" development stage, ideation workshops and concept renderings were conducted to embody the design, and people from various fields within the company participated to set the design direction reflecting design preference and usability improvement plans. In the "Deliver" improvement/prototype development/evaluation stage, a working mock-up of a design prototype was produced and design and usability evaluation were conducted through consultation with external design experts. It is meaningful that it established a "UX-centered product development process" model that converged with the existing product design development process and service design process. Ultimately, service design-based product design development process was presented so that I Corp.'s products could realize user experience value through service convergence.

• Journal of Service Research and Studies
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• v.13 no.1
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• pp.186-200
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• 2023

This study aims to improve the usability of the white cane, which is walking equipment that most local visually impaired people use and carry when going out, and to contribute to the prevention of safety accidents and the walking rights of visually impaired people by providing improvement and resolution measures for the problems identified. Also, this study is a study on the visually impaired, primarily targeting the 1st to 2nd degree visually impaired people, who cannot go out on their own without walking equipment such as a white cane, corresponding to 20% among approximately 250,000 blind and low vision people in the Korean population. In the study process, the concept has been developed from the user's point of view in order that the white cane becomes a real help in the walking step of the visually impaired and the improvement of usability of the white cane, the main walking equipment for the visually impaired, are done by problem identification through the Double Diamond Model of Design Thinking (Empathize → Define → Ideate → Prototype → Test (verify)). As a result of the investigation in the process of Empathy, a total of five issues was synthesized, including an increase in the proportion of the visually impaired people, an insufficient workforce situation to help all the visually impaired, an improvement and advancement of assistive devices essential for the visually impaired, problems of damage, illegal occupation, demolition, maintenance about braille blocks, making braille block paradigms for the visually impaired and for everyone. In Ideate and Prototype steps, situations derived from brainstorming were grouped and the relationship were made through the KJ method, and specific situations and major causes were organized to establish the direction of the concept. The derived solutions and major functions are defined in four categories, and representative situations requiring solutions and major functions are organized into two user scenarios. Ideas were visualized by arranging the virtual Persona and Customer Journey Map according to the situation and producing a prototype through 3D modeling. Finally, in the evaluation, the final concept derived is a device such a smart cane for guidance for the visually impaired as ① a smart cane emphasizing portability + ② compatibility with other electronic devices + ③ a product with safety and convenience.

• The Journal of the Korea Contents Association
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• v.13 no.2
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• pp.512-521
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• 2013

This paper presents the user needs analysis and information visualization for the development of a semantic-based national R&D information navigation service in information service planning phase, which converges and fuses NDSL databases and NTIS databases. To investigate and analyze the user needs for improving usability, we make an improvement plan for R&D information services via a survey targeted at 30 persons, and on-site interviews targeted at 12 persons, almost of who are researchers in industries, universities and government-funded institutes. To design new information visualization service, we propose an interactive national R&D information visualization service, which is provided in navigation type, and prescribe persona and screen prototyping according to the user needs analysis. We design the national R&D information convergence/fusion architecture based on the NDSL databases, including 345,411 academic articles, 620,555 co-authors and 49,958 reports and NTIS databases including 187,466 national R&D projects. We expect that the national R&D information convergence/fusion architecture contributes to R&D information convergence/fusion as a leading model/standard and the interactive navigation-typed information visualization service strengthens usability continuously.

• Journal of Service Research and Studies
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• v.14 no.1
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• pp.13-26
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• 2024

Multi-modal generation is the process of generating results based on a variety of information, such as text, images, and audio. With the rapid development of AI technology, there is a growing number of multi-modal based systems that synthesize different types of data to produce results. In this paper, we present an AI system that uses speech and text recognition to describe a person and generate a montage image. While the existing montage generation technology is based on the appearance of Westerners, the montage generation system developed in this paper learns a model based on Korean facial features. Therefore, it is possible to create more accurate and effective Korean montage images based on multi-modal voice and text specific to Korean. Since the developed montage generation app can be utilized as a draft montage, it can dramatically reduce the manual labor of existing montage production personnel. For this purpose, we utilized persona-based virtual person montage data provided by the AI-Hub of the National Information Society Agency. AI-Hub is an AI integration platform aimed at providing a one-stop service by building artificial intelligence learning data necessary for the development of AI technology and services. The image generation system was implemented using VQGAN, a deep learning model used to generate high-resolution images, and the KoDALLE model, a Korean-based image generation model. It can be confirmed that the learned AI model creates a montage image of a face that is very similar to what was described using voice and text. To verify the practicality of the developed montage generation app, 10 testers used it and more than 70% responded that they were satisfied. The montage generator can be used in various fields, such as criminal detection, to describe and image facial features.