Journal of the Ergonomics Society of Korea (대한인간공학회지)

Ergonomics Society of Korea (대한인간공학회)
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User Research Method for Service Design: From Conceptual Knowledge To Design Knowledge

  • Joo, Jae-Woo (College of Business Administration, Kookmin University) ;
  • Oh, Dong-Woo (Institute of Design, Illinois Institute of Technology)
  • Received : 2011.12.31
  • Accepted : 2012.01.17
  • Published : 2012.02.29
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Abstract

Objective: We propose empathy as a user research method for service design. Background: We argue that empathy will enable user researchers to go beyond the conceptual knowledge to the design knowledge of user experience. Method: We tested our hypothesis by conducting an experiment in which subjects were required to propose solutions to improve the experience of a family member of a patient hospitalized in an emergency department. Results: We found that the subjects who empathized with the family member of a patient tended to suggest the solutions based on design knowledge rather than the solutions based on conceptual knowledge compared to the subjects who did not empathize. Conclusion: Data support our hypothesis that empathy enables people to focus on design knowledge rather than conceptual knowledge. Application: These findings provide practical implications for user researchers in service design.

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References

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