IT-facilitated Insight Discovery in Service Design

• Main Authors: Hsieh, Pei Kang, 謝沛剛
• Other Authors: Yuan, Soe Tsyr
• Format: Others
• Language: en_US
• Online Access: http://ndltd.ncl.edu.tw/handle/10947317445838020636

碩士 === 國立政治大學 === 資訊管理研究所 === 102 === Service economy has been under the spotlight during past decades as well as design thinking has been widely promoted in recent years. Developing a desirable service needs in-depth understanding to customers. However, in the past, discovering insights from customers usually depends on designers’ experiences. It’s hard to do it well for novice designers as well as enterprises with G-D logic mindsets. Although some researches have been done on designers’ ability, little information is available on information technology facilitating the service design process. In this research, we propose an IT artifact with the commonsense knowledge in ConceptNet to facilitate the insight discovery process. We also propose a concept of insight depth which can be a measurement of the influential extent of insights. This research is believed to shed light on both the management and design field for services. We expect this can help no matter who are designing services.