Practical Use of Service Design, Personas: A Case Study on Alchon, a Franchise Small Restaurant

• 발행기관: 인문사회과학기술융합학회
• 저자명: Kyung Mi Bae Chul Jin Bae Youn Sung Kim
• 간행물 정보: 『예술인문사회융합멀티미디어논문지』8권 4호, 55~63쪽, 전체 9쪽
• 주제분류: 사회과학 > 사회과학일반
• 파일형태: PDF
• 발행일자: 2018.04.30

영문 초록

This study examines service operations of a small restaurant by using service design tool, personas in discovery and define stages of Double Diamond Design Process Model. Among many service design tools introduced to the industries, personas together with service blueprint are the ones wellknown to the public. Creating fictional characters, personas, help the understanding of the customers’ needs, expectations, experiences, behaviors and goals. As a case study, one of the Alchon franchises in Incheon, Korea, a small restaurant around the school area will be analyzed to examine its practical use in service designing. The design tool will be applied to the service process of the Korean style snack bar, bunshik, in order to bring attention on initial idea and determine problems of the store. Through this study, personas in real practice suggested several ways to improve the service process by making the menu more visible, rearrangement of the tables and seats, delegation of the servers’ tasks, and improvement in sanitation. In conclusion, the tool is found applicable and practical in service designing for a small restaurant.

목차

1. Service Design Tool, Personas

2. Literature Review and Methodology

3. Service Design for Alchon by Personas

4. Conclusion

References

키워드

persona(s) Alchon service design service process scenario