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題名 促進服務設計洞見發現之系統研究
IT-facilitated Insight Discovery in Service Design作者 謝沛剛
Hsieh, Pei Kang貢獻者 苑守慈
Yuan, Soe Tsyr
謝沛剛
Hsieh, Pei Kang關鍵詞 服務設計
洞見挖掘
設計思考
服務科學
Service Design
Insight Discovery
Design Thinking
Service Science日期 2013 上傳時間 1-Jul-2014 12:05:54 (UTC+8) 摘要 近數十年來，服務經濟蓬勃發展，使得服務設計在各個產業中嶄露頭角，也帶動了製造型企業進行轉型的浪潮。要設計一個令使用者滿意的服務需要對使用者深入的了解。然而，要從使用者身上得到洞見(insights)必須倚賴服務設計師的經驗及能力，對於經驗較少的設計師以及產品導向思維的企業是相當困難的。過去雖然已有許多探討設計師能力的研究，但對於如何以資訊系統輔助服務設計的過程仍鮮少有研究。本研究首先建構服務設計師在做洞見發現(insight discovery)時，會如何操作他們的認知模型(mental imagery)來讓資料變成有意義的資訊，接著提出一個以 ConceptNet 為知識庫的資訊系統 - Discover+ 來輔助這個過程。另外，我們也提出了洞見深度地圖(Insight Depth Map)，作為衡量洞見影響力的模型。期望本研究能對於服務設計及設計管理的領域有所貢獻，也希望能幫助所有的服務設計師。
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.參考文獻 1. Anderson, D. “Overview of system thinknig”, http://www.thinking.net/Systems_Thinking/OverviewSTarticle.pdf, Accessed Aug-20122. Barile, S., Spohrer J, and Polese, F., "Editorial Column—System Thinking for Service Research Advances." Service Science Vol. 2.1, 2010, pp. i-iii3. Birbili, M., “Early Childhood Research and Practice”, https://pkab.wordpress.com/2008/07/17/peta-konsep-pada-pendidikan-tingkat-awal, 2006, Accessed Nov-20124. Brown, T. “Design Thinking,” Harvard Business Review, Jun., 2008, pp. 84-925. Buzan T. The Mind Map Book. 2nd edn., BBC Books: London, 19956. Cambria, E., Hussain, A., Havasi, C., and Eckl C., 2010. “SenticSpace: Visualizing opinions and sentiments in a multi-dimensional vector space,” Knowledge-Based and Intelligent Information and Engineering Systems (KES), Heidelberg, German, 2010, pp. 385–3937. Chi, P. Y. and Lieberman, H. 2011. “Intelligent assistance for conversational storytelling using story patterns,” Proceedings of the 16th international conference on Intelligent user interfaces (IUI `11). New York, USA, pp. 217-2268. Cross, N., “Expertise in Design: an overview,” Design Studies, Vol. 25(5), 2004, pp. 427-4419. Design Council, “The double diamond design process model,” http://www.designcouncil.org.uk/designprocess, 2005, Accessed Aug-12-2012 10. Dorst K., “The core of ‘design thinking’ and its application,” Design Studies, Vol. 32(6), Nov., 2011, pp. 521-53211. Electric Power Research Institute (EPRI), “News Release - EPRI Calculates Annual Cost of Charging an iPad at $1.36,” http://my.epri.com/portal/server.pt/gateway/PTARGS_0_243352_317_205_776_43/http%3B/uspalecp604%3B7087/publishedcontent/publish/epri_calculates_annual_cost_of_charging_an_ipad_at__1_36_da_855261.html, Accessed Sep-07-201212. Eppler, M., “A comparison between concept maps, mindmaps, conceptual diagrams, and visual metaphors as complementary tools for knowledge construction and sharing,” Information Visualization, Vol. 5(3), Sep., 2006, pp. 202-21013. Goldstein, S. M., Johnston, R., Duffy J., Rao, J., “The service concept: the missing link in service design research?,” Journal of Operations Management, Vol. 20(2), 2002, pp. 121-13414. Liu, H. and Singh, P., “ConceptNet: A practical commonsense reasoning toolkit”, BT Technology Journal, Vol. 22(4), Oct. 2004, pp. 211–226 15. Joseph, D. N., “Learning, Creating, and Using Knowledge: Concept maps as facilitative tools in schools and corporations,” Journal of e-Learning and Knowledge Society, Vol. 6(3), Sep., 2010, pp. 21-3016. Klein, G. , Moon, B., and Hoffman R., “Making Sense of Sensemaking 2: A Macrocognitive Model,” Intelligent Systems (IEEE), Vol.21(5), pp. 88-9217. Kolko, J., “Abductive Thinking and Sensemaking: The Drivers of Design Synthesis,” Design Issues, Vol. 26(1), 2010, pp. 15-2818. Kolko, J., “Methods of Design Systhesis,” http://jonkolko.com/projectFiles/preso/kolko_2009_02_methodsOfSynthesis.pdf, Accessed Aug-03-2012, 200819. Kwan, S. K. and Yuan, S. T., “Customer-Driven Value Co-Creation in Service Networks,” The Science of Service Systems, vol. Service Science: Research and Innovation (SSRI) in the Service Economy series, Springer, 201120. Lindegaard, S., Making Open Innovation Work, CreateSpace Independent Publishing Platform, 201121. Liu H. and Singh P., “Commonsense Reasoning in and over Natural Language,” 8th Conference on Knowledge-Based Intelligent Information & Engineering Systems (KES-04), 2004, pp. 293-30622. Lusch, R. F. and Vargo, S. L.,“Service-dominant logic: reactions, reflections,” Marketing theory, Vol. 6, No. 3., 2006, pp. 281-28823. Lusch, R. F. and Vargo, S. L., “The service-dominant mindset,” Service Sciences, Management and Engineering Education for the 21th century, New York, Springer, 2008, pp. 89-9624. Novak, J. D., Learning, creating, and using knowledge: Concept maps as facilitative tools in schools and corporations, Mahwah, NJ, Lawrence Erlbaum Associates, 199825. Osterwalder, A. and Pigneur, Y., Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers, Hoboken, NJ, John Wiley & Sons, 201026. Paton, B. and Dorst, K., “Briefing and reframing,” Design Studies, Vol. 32(6), Nov., 201127. Reckwitz A., “Toward a theory of social practices: a development in culturalist theorizing”, European Journal of Social Theory, Vol. 5(2), 2002, pp. 243-26328. Rowe, P. G., Design Thinking, Cambridge, Mass, MIT Press, 198729. Ryan, G. W., and H. R. Bernard. 2003. Techniques to identify themes. Field Methods 15:85-109.30. Salton, G. and Buckley, C., “Term weighting approaches in automatic text retrieval,” Information Processing and Management, Vol. 24(5), 1988, pp. 513-52331. Satir, V., Banmen, J., Gerberm J. & Gomori, M., The Satir Model: Family Therapy and Beyond, Science & behavior Books, Inc., Palo Alto, CA, 199132. Shen, E., Lieberman H., Lam F., “What am I gonna wear?: scenario-oriented recommendation,” Proceedings of the 12th international conference on Intelligent user interfaces(IUI `07), 2007, pp. 365-36833. Speer, R., Havasi, C., “Representing general relational knowledge in ConceptNet 5,” International conference on language resources and evaluation (LREC’12), Istanbul, Turket, May., 201234. Vargo, S. L., & Lusch, R. F., “Evolving to a new dominant logic for marketing,” Journal of Marketing, Vol. 68(1–17), Jan., 2004, pp. 1-17 描述 碩士
國立政治大學
資訊管理研究所
100356024
102資料來源 http://thesis.lib.nccu.edu.tw/record/#G0100356024 資料類型 thesis dc.contributor.advisor 苑守慈 zh_TW dc.contributor.advisor Yuan, Soe Tsyr en_US dc.contributor.author (Authors) 謝沛剛 zh_TW dc.contributor.author (Authors) Hsieh, Pei Kang en_US dc.creator (作者) 謝沛剛 zh_TW dc.creator (作者) Hsieh, Pei Kang en_US dc.date (日期) 2013 en_US dc.date.accessioned 1-Jul-2014 12:05:54 (UTC+8) - dc.date.available 1-Jul-2014 12:05:54 (UTC+8) - dc.date.issued (上傳時間) 1-Jul-2014 12:05:54 (UTC+8) - dc.identifier (Other Identifiers) G0100356024 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/67094 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 資訊管理研究所 zh_TW dc.description (描述) 100356024 zh_TW dc.description (描述) 102 zh_TW dc.description.abstract (摘要) 近數十年來，服務經濟蓬勃發展，使得服務設計在各個產業中嶄露頭角，也帶動了製造型企業進行轉型的浪潮。要設計一個令使用者滿意的服務需要對使用者深入的了解。然而，要從使用者身上得到洞見(insights)必須倚賴服務設計師的經驗及能力，對於經驗較少的設計師以及產品導向思維的企業是相當困難的。過去雖然已有許多探討設計師能力的研究，但對於如何以資訊系統輔助服務設計的過程仍鮮少有研究。本研究首先建構服務設計師在做洞見發現(insight discovery)時，會如何操作他們的認知模型(mental imagery)來讓資料變成有意義的資訊，接著提出一個以 ConceptNet 為知識庫的資訊系統 - Discover+ 來輔助這個過程。另外，我們也提出了洞見深度地圖(Insight Depth Map)，作為衡量洞見影響力的模型。期望本研究能對於服務設計及設計管理的領域有所貢獻，也希望能幫助所有的服務設計師。 zh_TW dc.description.abstract (摘要) 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. en_US dc.description.tableofcontents CHAPTER 1. INTRODUCTION 1CHAPTER 2. LITERATURE REVIEW 42.1 SERVICE-DOMINANT LOGIC MINDSET 42.2 DESIGN THINKING & SERVICE DESIGN PROCESS 62.3 HUMAN EFFORTS IN INSIGHT DISCOVERY 82.4 New Knowledge Discovering from Constructivists’ View 92.5 Mapping Tools Facilitating Framing and Reframing 112.6 CONCEPTNET 18CHAPTER 3. MOTIVATION APPLICATION 213.1 TAIWAN’S ECONOMIC STRENGTHS AND CURRENT ECONOMIC LANDSCAPE 213.2 THE “PROSPERITY” IN PROSPERITY TAIWAN 223.3 VISION OF PROSPERITY TAIWAN 223.4 CULTURE, ARTS AND CREATIVITY AS AN EXAMPLE 223.5 INTELLIGENT SERVICE MACHINES TO AID ECONOMIC TRANSFORMATION 233.6 THE V+ PLATFORM 243.7 APPLICATION SCENARIO OF V+ PLATFORM 26CHAPTER 4. INSIGHT DISCOVERY FACILITATION MECHANISM 284.1 CONCEPTUAL FRAMEWORK 284.1.1 Ability to Form and Process Mental Knowledge 294.2 SYSTEM ARCHITECTURE 354.2.1. Theme Finder Module 364.2.2. Frame Finder Module 384.2.3. Crawler Module 444.2.4. Insight Encoder Module 45CHAPTER 5. APPLICATION SCENARIO 475.1 AN APPLICATION SCENARIO 475.2 SERVICE BLUEPRINT 52CHAPTER 6. EVALUATION 556.1 PROPOSITIONS 556.2 ASSUMPTIONS 566.3 EXPERIMENT DETAIL 576.3.1 Experimental Subjects 576.3.2 Experiment Design 586.4 DISCUSSION OF FINDINGS 80CHAPTER 7. CONCLUSION 847.1 CONTRIBUTIONS 847.2 MANAGERIAL IMPLICATIONS 867.3 LIMITATIONS AND FUTURE WORKS 877.4 CONCLUSION REMARKS 88REFERENCES 89APPENDIX A. BASIC PROFILE OF EXPERIMENTAL SUBJECTS 93APPENDIX B. EXPERIMENT INSTRUCTION AND QUESTIONNAIRE 95APPENDIX C. SUBJECTS’ PERCEIVED SATISFACTION SCORES 101APPENDIX D. EXAMPLES OF CONCEPT MAPS BY DESIGNER SUBJECTS 103APPENDIX F. CONCEPT MAP AFTER LABELING THE ASSOCIATION TYPES 106 zh_TW dc.format.extent 19606096 bytes - dc.format.mimetype application/pdf - dc.language.iso en_US - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0100356024 en_US dc.subject (關鍵詞) 服務設計 zh_TW dc.subject (關鍵詞) 洞見挖掘 zh_TW dc.subject (關鍵詞) 設計思考 zh_TW dc.subject (關鍵詞) 服務科學 zh_TW dc.subject (關鍵詞) Service Design en_US dc.subject (關鍵詞) Insight Discovery en_US dc.subject (關鍵詞) Design Thinking en_US dc.subject (關鍵詞) Service Science en_US dc.title (題名) 促進服務設計洞見發現之系統研究 zh_TW dc.title (題名) IT-facilitated Insight Discovery in Service Design en_US dc.type (資料類型) thesis en dc.relation.reference (參考文獻) 1. Anderson, D. “Overview of system thinknig”, http://www.thinking.net/Systems_Thinking/OverviewSTarticle.pdf, Accessed Aug-20122. Barile, S., Spohrer J, and Polese, F., "Editorial Column—System Thinking for Service Research Advances." Service Science Vol. 2.1, 2010, pp. i-iii3. Birbili, M., “Early Childhood Research and Practice”, https://pkab.wordpress.com/2008/07/17/peta-konsep-pada-pendidikan-tingkat-awal, 2006, Accessed Nov-20124. Brown, T. “Design Thinking,” Harvard Business Review, Jun., 2008, pp. 84-925. Buzan T. The Mind Map Book. 2nd edn., BBC Books: London, 19956. Cambria, E., Hussain, A., Havasi, C., and Eckl C., 2010. “SenticSpace: Visualizing opinions and sentiments in a multi-dimensional vector space,” Knowledge-Based and Intelligent Information and Engineering Systems (KES), Heidelberg, German, 2010, pp. 385–3937. Chi, P. Y. and Lieberman, H. 2011. “Intelligent assistance for conversational storytelling using story patterns,” Proceedings of the 16th international conference on Intelligent user interfaces (IUI `11). New York, USA, pp. 217-2268. Cross, N., “Expertise in Design: an overview,” Design Studies, Vol. 25(5), 2004, pp. 427-4419. Design Council, “The double diamond design process model,” http://www.designcouncil.org.uk/designprocess, 2005, Accessed Aug-12-2012 10. Dorst K., “The core of ‘design thinking’ and its application,” Design Studies, Vol. 32(6), Nov., 2011, pp. 521-53211. Electric Power Research Institute (EPRI), “News Release - EPRI Calculates Annual Cost of Charging an iPad at $1.36,” http://my.epri.com/portal/server.pt/gateway/PTARGS_0_243352_317_205_776_43/http%3B/uspalecp604%3B7087/publishedcontent/publish/epri_calculates_annual_cost_of_charging_an_ipad_at__1_36_da_855261.html, Accessed Sep-07-201212. Eppler, M., “A comparison between concept maps, mindmaps, conceptual diagrams, and visual metaphors as complementary tools for knowledge construction and sharing,” Information Visualization, Vol. 5(3), Sep., 2006, pp. 202-21013. Goldstein, S. M., Johnston, R., Duffy J., Rao, J., “The service concept: the missing link in service design research?,” Journal of Operations Management, Vol. 20(2), 2002, pp. 121-13414. Liu, H. and Singh, P., “ConceptNet: A practical commonsense reasoning toolkit”, BT Technology Journal, Vol. 22(4), Oct. 2004, pp. 211–226 15. Joseph, D. N., “Learning, Creating, and Using Knowledge: Concept maps as facilitative tools in schools and corporations,” Journal of e-Learning and Knowledge Society, Vol. 6(3), Sep., 2010, pp. 21-3016. Klein, G. , Moon, B., and Hoffman R., “Making Sense of Sensemaking 2: A Macrocognitive Model,” Intelligent Systems (IEEE), Vol.21(5), pp. 88-9217. Kolko, J., “Abductive Thinking and Sensemaking: The Drivers of Design Synthesis,” Design Issues, Vol. 26(1), 2010, pp. 15-2818. Kolko, J., “Methods of Design Systhesis,” http://jonkolko.com/projectFiles/preso/kolko_2009_02_methodsOfSynthesis.pdf, Accessed Aug-03-2012, 200819. Kwan, S. K. and Yuan, S. T., “Customer-Driven Value Co-Creation in Service Networks,” The Science of Service Systems, vol. Service Science: Research and Innovation (SSRI) in the Service Economy series, Springer, 201120. Lindegaard, S., Making Open Innovation Work, CreateSpace Independent Publishing Platform, 201121. Liu H. and Singh P., “Commonsense Reasoning in and over Natural Language,” 8th Conference on Knowledge-Based Intelligent Information & Engineering Systems (KES-04), 2004, pp. 293-30622. Lusch, R. F. and Vargo, S. L.,“Service-dominant logic: reactions, reflections,” Marketing theory, Vol. 6, No. 3., 2006, pp. 281-28823. Lusch, R. F. and Vargo, S. L., “The service-dominant mindset,” Service Sciences, Management and Engineering Education for the 21th century, New York, Springer, 2008, pp. 89-9624. Novak, J. D., Learning, creating, and using knowledge: Concept maps as facilitative tools in schools and corporations, Mahwah, NJ, Lawrence Erlbaum Associates, 199825. Osterwalder, A. and Pigneur, Y., Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers, Hoboken, NJ, John Wiley & Sons, 201026. Paton, B. and Dorst, K., “Briefing and reframing,” Design Studies, Vol. 32(6), Nov., 201127. Reckwitz A., “Toward a theory of social practices: a development in culturalist theorizing”, European Journal of Social Theory, Vol. 5(2), 2002, pp. 243-26328. Rowe, P. G., Design Thinking, Cambridge, Mass, MIT Press, 198729. Ryan, G. W., and H. R. Bernard. 2003. Techniques to identify themes. Field Methods 15:85-109.30. Salton, G. and Buckley, C., “Term weighting approaches in automatic text retrieval,” Information Processing and Management, Vol. 24(5), 1988, pp. 513-52331. Satir, V., Banmen, J., Gerberm J. & Gomori, M., The Satir Model: Family Therapy and Beyond, Science & behavior Books, Inc., Palo Alto, CA, 199132. Shen, E., Lieberman H., Lam F., “What am I gonna wear?: scenario-oriented recommendation,” Proceedings of the 12th international conference on Intelligent user interfaces(IUI `07), 2007, pp. 365-36833. Speer, R., Havasi, C., “Representing general relational knowledge in ConceptNet 5,” International conference on language resources and evaluation (LREC’12), Istanbul, Turket, May., 201234. Vargo, S. L., & Lusch, R. F., “Evolving to a new dominant logic for marketing,” Journal of Marketing, Vol. 68(1–17), Jan., 2004, pp. 1-17 zh_TW
