Service UX Design Process 110926
Recognition
: Opinions from internal and external experts. < A change in awareness regarding consumer needs analysis and work improvement. Necessary
Analysis 1.
The target consumer the company wants
The consumer perceived by the working team
The actual consumer
Analysis 2.
Main services provided by the company
Services customers actually want
Analysis 3.
List of major fixed costs required for building and maintaining the service
Main things consumers use
The process, time, and requirements through which consumers access the service
Process
0. Preliminary work
1) Review current work in progress / estimate upcoming schedules
2) Identify final requirements for each round
3) Separate improvement work from operations
4) Establish key improvement issues for each cycle
1. Site analysis
(key usage elements, customer DB analysis, usage analysis by category)
2. Internal customer analysis and behavior pattern analysis
3. Individual customer interviews
4. Set feedback and major improvement items
(service direction, event direction, design direction, product composition, etc.)
5. Persona setting
6. Character setting -> establish the overall concept, synopsis, and yearly/quarterly brand and service history
7. Set the method for service implementation [internal]
(development environment / implementation environment / front-end concept, product composition, event types,
promotion format, customer/store owner sales management)
8. Organize customer-participation content [external]
9. Build an externally managed / self-sustaining platform (ecosystem)
Set up supporters (customer QA) and their activity areas using personas (characters)
10. Organize and operate personnel for analyzing and researching implementation cases from other services, development cases, and new technologies
11. Back to step 1 again (but with a cyclical structure)
