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研究生:Sara Ines Sanchez Alquijay
研究生(外文):SARA INES SANCHEZ ALQUIJAY
論文名稱(外文):The Integration of Service Design and Kano Model for Intergenerational Service Innovation
指導教授:王聖銘王聖銘引用關係
指導教授(外文):WANG,SHENG-MING
口試委員:唐玄輝戴楠青
口試委員(外文):TANG,HSIEN-HUITAI ,NAN-CHING
口試日期:2019-06-20
學位類別:碩士
校院名稱:國立臺北科技大學
系所名稱:互動設計系
學門:設計學門
學類:視覺傳達設計學類
論文種類:學術論文
論文出版年:2019
畢業學年度:107
語文別:英文
論文頁數:97
外文關鍵詞:Intergenerational InteractionService DesignDesign ThinkingInternet of ThingsKano Model
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Based on data about the growing gap between generations and the lack of opportunities for generations to interact, this research aims to propose an Intergenerational Service Innovation Framework (ISIF). First, this research presents the prototype of an intergenerational communication, collaboration, and time management platform called ShareCare. ShareCare proposes an interdisciplinary design framework that uses design thinking and service design to analyze the problem and provide some solutions. Later on, Service Design methodologies are used to extend ShareCare and propose an ISIF that integrates virtual and physical services with the application of the Internet of Things (IoT) technologies. The ISIF is later evaluated using the Kano Model to analyze and classify the proposed function and their related satisfaction factors. At the end of this research, future development and implementation strategies of ISIF are provided.
As concluded in this research, the world is going through sharp changes in demographics. Family and society structures are changing, and generations have less opportunities to connect. As technology and information develop, smart infrastructures and innovative services are a promising platform to support and develop practical solutions that increase the possibilities for generations to interact. The ISIF proposed in this research provides a possible solution for solving the problems of the intergenerational gap and improve interaction between generations. However, for future work it’s necessary to fully develop the system platform prototype, the implementation of the service framework, and the intergenerational user experience evaluation of the ISIF proposed in this research.

Abstract i
Acknowledgements iii
Table of Contents iv
List of Tables vi
List of Figures vii
List of Equations ix
Chapter 1. Introduction 1
1.1 Research Background 1
1.2 Research Motivation 3
1.3 Research Objectives 4
1.4 Research Limitations 5
1.5 Thesis Structure 6
Chapter 2. Literature Review 8
2.1 Intergenerational Services 8
2.2 Smart Environments and Ambient Assisted Living 11
2.2.1 IoT 11
2.2.2 Artificial Intelligence 14
2.2.3 Ambient Intelligence 15
2.2.4 Smart Homes and Assisted Living 17
2.2.5 Tech Adoption by users 18
2.3 Applied Design Thinking and Service Design Tools 20
2.4 Kano Model and Quality Function Deployment for Service Innovation 22
Chapter 3. Research Methodology 24
3.1 Pilot Study: “ShareCare” 25
3.1.1 Design Thinking for Pilot Study “ShareCare” 26
3.1.1.1 Empathy 26
3.1.1.2 Define 28
3.1.1.3 Ideate 29
3.1.1.4 Prototype 29
3.1.1.5 Test 32
3.1.2 Service Design Tools for Pilot Study “ShareCare” 32
3.1.2.1 Persona Analysis of Pilot Study “ShareCare” 33
3.1.2.2 Customer Journey Map of Pilot Study “ShareCare” 34
3.1.2.3 Service Blueprint of Pilot Study “ShareCare” 35
3.1.3 Study Case Evaluation of Pilot Study “ShareCare” 36
3.1.4 Extended Plan from Pilot Study “ShareCare” 39
3.1.4.1 Focus Group Interviews for ISIF 40
3.1.4.2 Workshop for ISIF 43
3.1.4.3 Evaluation Plan for ISIF 44
3.1.4.4 Kano Model Evaluation Plan for ISIF 44
Chapter 4. The Development Plan for the Intergenerational Innovation Service Framework (ISIF) 48
4.1 ISIF Focus Group Interviews Results 48
4.2 ISIF Workshop Results 53
4.3 Persona Analysis & Empathy Maps of ISIF 60
4.4 Customer Journey Map of ISIF 65
4.5 Service Blueprint of ISIF 68
Chapter 5. ISIF Research Evaluation and Analysis 70
5.1 Macro and Micro Analysis of ISIF 70
5.1.1 Macro Analysis of ISIF 70
5.1.2 Micro Analysis of ISIF 71
5.1.3 Quality Function Deployment of ISIF 73
5.2 Kano Model Questionnaire Design 75
5.3 Kano Model Analysis and ISIF discussion 77
Chapter 6. Conclusions and Future Works 83
6.1 Conclusions 83
6.2 Future Works 86
References 88
Online References 93
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