• Journal of Intelligence and Information Systems
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• v.25 no.3
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• pp.221-238
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• 2019

Recently, companies and public institutions have been actively introducing chatbot services in the field of customer counseling and response. The introduction of the chatbot service not only brings labor cost savings to companies and organizations, but also enables rapid communication with customers. Advances in data analytics and artificial intelligence are driving the growth of these chatbot services. The current chatbot can understand users' questions and offer the most appropriate answers to questions through machine learning and deep learning. The advancement of chatbot core technologies such as NLP, NLU, and NLG has made it possible to understand words, understand paragraphs, understand meanings, and understand emotions. For this reason, the value of chatbots continues to rise. However, technology-oriented chatbots can be inconsistent with what users want inherently, so chatbots need to be addressed in the area of the user experience, not just in the area of technology. The Fourth Industrial Revolution represents the importance of the User Experience as well as the advancement of artificial intelligence, big data, cloud, and IoT technologies. The development of IT technology and the importance of user experience have provided people with a variety of environments and changed lifestyles. This means that experiences in interactions with people, services(products) and the environment become very important. Therefore, it is time to develop a user needs-based services(products) that can provide new experiences and values to people. This study proposes a chatbot development process based on user needs by applying the design thinking approach, a representative methodology in the field of user experience, to chatbot development. The process proposed in this study consists of four steps. The first step is 'setting up knowledge domain' to set up the chatbot's expertise. Accumulating the information corresponding to the configured domain and deriving the insight is the second step, 'Knowledge accumulation and Insight identification'. The third step is 'Opportunity Development and Prototyping'. It is going to start full-scale development at this stage. Finally, the 'User Feedback' step is to receive feedback from users on the developed prototype. This creates a "user needs-based service (product)" that meets the process's objectives. Beginning with the fact gathering through user observation, Perform the process of abstraction to derive insights and explore opportunities. Next, it is expected to develop a chatbot that meets the user's needs through the process of materializing to structure the desired information and providing the function that fits the user's mental model. In this study, we present the actual construction examples for the domestic cosmetics market to confirm the effectiveness of the proposed process. The reason why it chose the domestic cosmetics market as its case is because it shows strong characteristics of users' experiences, so it can quickly understand responses from users. This study has a theoretical implication in that it proposed a new chatbot development process by incorporating the design thinking methodology into the chatbot development process. This research is different from the existing chatbot development research in that it focuses on user experience, not technology. It also has practical implications in that companies or institutions propose realistic methods that can be applied immediately. In particular, the process proposed in this study can be accessed and utilized by anyone, since 'user needs-based chatbots' can be developed even if they are not experts. This study suggests that further studies are needed because only one field of study was conducted. In addition to the cosmetics market, additional research should be conducted in various fields in which the user experience appears, such as the smart phone and the automotive market. Through this, it will be able to be reborn as a general process necessary for 'development of chatbots centered on user experience, not technology centered'.

• The Journal of the Korea Contents Association
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• v.19 no.10
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• pp.568-580
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• 2019

With mobility-as-a-service(MaaS) drawing attention to its influence and ripple effect around the world, the mobility service market is currently growing rapidly mainly focusing on mobility sharing. In order to preemptively dominate the mobility service market following the full-scale spread of MaaS, it is important to first identify the recognition and experience of users in personal mobility sharing services, which are currently in the early stages of diffusion, and through which to understand the characteristics of potential consumers of the extended mobility service market. Therefore, the study aims to classify the user types of mobility service and establish a future user experience-oriented mobility service strategy using a subjectivity study method, Q methodology.

• Journal of Korea Multimedia Society
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• v.18 no.2
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• pp.277-286
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• 2015

Recently, to draw the web users' attention and stay in the website for a long time to transmit information efficiently, the website designing is focused on providing emotional experience. Emotional experience is possible through the use of interactive storytelling and multimedia. Users immersion, pleasurable experience and synesthesia satisfaction is connected to the emotional experience due to the interaction operation and multimedia feedback. In this study, application of the parallax scrolling technique's possibility has been studied to induce the emotional experience of the web users that appeared in the technical development of the web. Realizing characteristics of the elements that effect emotional experience through web cases are studied and the possibility of effective emotional experience is proposed as using parallax scrolling technique on web.

• Journal of Distribution Science
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• v.17 no.8
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• pp.35-44
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• 2019

Purpose - This study examines the changes in the mobile MMORPG market in recent years and the factors affecting the performance of mobile games through flow experience according to the characteristics of game content. Research design, data, and methodology - This study focuses on the fact that the cause of game use behavior changes is the flow experience which influences the duration of mobile game continuation. The flow experience and the influencing factors are divided into the relationship between first, second-leading factors, and lagged factors. Results - The user's sense of challenge, skillfulness, concentration, and reality influenced the flow experience as a leading factor influencing the performance of MMORPG games. On the other hand, fun and preference were found to be the outcomes of the flow experience. This is because the game content is experienced not through passive enjoyment but by intentionally enjoying the game content. The flow experience has a positive effect on the intention of continuous use as in the previous study. Conclusions - This study found that the flow experience of game users is necessary for continuous use by organizing relationships of flow experience in mobile MMORPG users' gaming behavior.

• Journal of Korea Multimedia Society
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• v.24 no.12
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• pp.1693-1707
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• 2021

The purpose of this study was to improve the experience of visiting obstetrics and gynecology of single women. After analyzing previous studies on Korean single women's perception of visiting obstetrics and gynecology, Contextual Interviews and Cultural Probes were conducted on single women in their 20s who visited obstetrics and gynecology. Based on this, personas were constructed to solidify the direction of problem solving by identifying the behavioral patterns and characteristics of single women. In this study, factors that hinder unmarried women's visits to obstetrics and gynecology and improvement measures were derived based on the information obtained using service design tools such as User Journey Mapping and Stakeholders' Map. Afterwards, a preference survey was conducted to increase the persuasiveness of the proposed method. The follow-up research task is to produce and propose the derived solution as a prototype that can be used in the actual field, and then proceed with user evaluation.

• Journal of the Korea Convergence Society
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• v.11 no.10
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• pp.71-79
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• 2020

Due to the recent changes in residential value, user needs for various spaces in residential space are increasing. However, it is not easy to change and reconstruct the first residential form according to the needs of the user due to the characteristics of the residential space where movement and deformation are difficult. Therefore, this study aims to derive a plan to meet user needs according to changing residential value by using fully autonomous vehicles with a concept of space that can be moved. First, the existing residential space was classified through literature research, and based on this, the space type of the fully autonomous vehicle for the residential was derived through user research. Then, through the survey method and statistical analysis, user needs analysis for residential space, usefulness analysis of derived space type and type specification were carried out. Finally, based on the results of the study, the design direction of the fully autonomous vehicle for residential purpose was presented. Based on the user's perception, it is meaningful that it categorizes the space of the fully autonomous vehicle for residential purposes and suggests the design direction.

• The Journal of Society for e-Business Studies
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• v.15 no.2
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• pp.37-53
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• 2010

As mobile communications service is growing every single year in Korea, it has pulled the interest of many researchers as wells as the executives. This research is aimed to find out factors of the mobile market that affect the utilization of mobile communication. We adopted a survey method with a pinpointed focus on how users' profile and individual experience relates with the utilization of mobile communication. For this objective, first, we primarily analyzed the mobile users' characteristics and service usage patterns. Then, we developed a conceptual model and hypotheses that are empirically examined using a covariance structure analysis, which will contribute to investigating critical success factors in mobile business. Some suggestions constitute the remaining part of this research. First, user characteristic is an important factor that affects the amount expended for mobile service. Second, user experience is another critical aspect that is highly linked with mobile payment. In alignment with our research, we propose user characteristics such as age and income, and user experience about mobile internet usage and mobile contents usage are of great significance in devising both near- and long-term mobile business strategy.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2020.11a
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• pp.70-71
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• 2020

In the era of autonomous ships, artificial intelligence technology will be able to provide a more advanced immersive experience by combining AR and VR. Immersion technology can provide a real-like experience and sensibility by dazzling the five senses of the user. In autonomous operation through VR or AR, it is necessary to provide a natural environment in which seafarers can immerse themselves in navigation and interact with virtual ships. In this study, in preparation for the era of autonomous ships, what are the key characteristics that seafarer can realize immersive user experience during autonomous navigation through VR or AR.

• Smart Media Journal
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• v.9 no.2
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• pp.63-68
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• 2020

One of the most important parts of the user experience in mobile device interaction is navigation design. Navigation design plays a key role in enabling users to perform their desired functions and to access the information and content they need by mobile applications. In this process, differences in cultural characteristics and backgrounds of users may affect the navigation design, and thus the user experience may represent a significant difference. This study compared the navigation design of popular mobile shopping applications in China and the United States to examine the differences and analyzed the reasons. Based on this comparison, we proposed that the Chinese preferred rich information, colorful images and various menu styles, while Americans preferred simple designs, layouts and limited types of menu. In addition, two types of mobile shopping application navigation design schemes reflecting cultural characteristics were evaluated to examine the difference of Chinese and American users' preference, and the validity of our study was verified based on the results.

• Asia pacific journal of information systems
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• v.19 no.4
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• pp.77-100
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• 2009

Information Systems (IS) is an essential tool for any organizations. The last decade has seen an increasing body of knowledge on IS usage. Yet, IS often fails because of its misuse or non-use. In general, decisions regarding the selection of a system, which involve the evaluation of many IS vendors and an enormous initial investment, are made not through the consensus of employees but through the top-down decision making by top managers. In situations where the selected system does not satisfy the needs of the employees, the forced use of the selected IS will only result in their resistance to it. Many organizations have been either integrating dispersed legacy systems such as archipelago or adopting a new ERP (Enterprise Resource Planning) system to enhance employee efficiency. This study examines user resistance prior to the adoption of the selected IS or ERP system. As such, this study identifies the importance of managing organizational resistance that may appear in the pre-adoption context of an integrated IS or ERP system, explores key factors influencing user resistance, and investigates how prior experience with other integrated IS or ERP systems may change the relationship between the affecting factors and user resistance. This study focuses on organizational members' resistance and the affecting factors in the pre-adoption context of an integrated IS or ERP system rather than in the context of an ERP adoption itself or ERP post-adoption. Based on prior literature, this study proposes a research model that considers six key variables, including perceived benefit, system complexity, fitness with existing tasks, attitude toward change, the psychological reactance trait, and perceived IT competence. They are considered as independent variables affecting user resistance toward an integrated IS or ERP system. This study also introduces the concept of prior experience (i.e., whether a user has prior experience with an integrated IS or ERP system) as a moderating variable to examine the impact of perceived benefit and attitude toward change in user resistance. As such, we propose eight hypotheses with respect to the model. For the empirical validation of the hypotheses, we developed relevant instruments for each research variable based on prior literature and surveyed 95 professional researchers and the administrative staff of the Korea Photonics Technology Institute (KOPTI). We examined the organizational characteristics of KOPTI, the reasons behind their adoption of an ERP system, process changes caused by the introduction of the system, and employees' resistance/attitude toward the system at the time of the introduction. The results of the multiple regression analysis suggest that, among the six variables, perceived benefit, complexity, attitude toward change, and the psychological reactance trait significantly influence user resistance. These results further suggest that top management should manage the psychological states of their employees in order to minimize their resistance to the forced IS, even in the new system pre-adoption context. In addition, the moderating variable-prior experience was found to change the strength of the relationship between attitude toward change and system resistance. That is, the effect of attitude toward change in user resistance was significantly stronger in those with prior experience than those with no prior experience. This result implies that those with prior experience should be identified and provided with some type of attitude training or change management programs to minimize their resistance to the adoption of a system. This study contributes to the IS field by providing practical implications for IS practitioners. This study identifies system resistance stimuli of users, focusing on the pre-adoption context in a forced ERP system environment. We have empirically validated the proposed research model by examining several significant factors affecting user resistance against the adoption of an ERP system. In particular, we find a clear and significant role of the moderating variable, prior ERP usage experience, in the relationship between the affecting factors and user resistance. The results of the study suggest the importance of appropriately managing the factors that affect user resistance in organizations that plan to introduce a new ERP system or integrate legacy systems. Moreover, this study offers to practitioners several specific strategies (in particular, the categorization of users by their prior usage experience) for alleviating the resistant behaviors of users in the process of the ERP adoption before a system becomes available to them. Despite the valuable contributions of this study, there are also some limitations which will be discussed in this paper to make the study more complete and consistent.