Groupsona: A Method for Discovering the Needs of Social Interaction Embedded Services [de]
Service design determines the success of a business operation. How to identify customers’ needs and design high-quality services are important issues. Persona has been adopted as a tool for identifying needs of individual users for service design. Its focus on individual needs reveals its limitations in failing to capture the interactions among individuals. This study proposes a new user-needs assessment method, named Groupsona, to identify individual customer’s social needs of interacting with other members in the group. Groupsonas are group archetypes that represent customers’ needs based on the group’s perspectives and the interactive behaviors of users in the group. Based on concepts of constructing egocentric network in Social Network Analysis, Groupsona provides a tool for recognizing network patterns and understanding the various ways of group interactions. We applied Groupsona to analyze weight loss group members’ needs. The analytical results showed Groupsona can represent and identify the characteristics of customers’ needs. Dieses Forschungsergebnis wurde erstellt von: Sanja Tumbas (5. Juli 2011 - 11:09) Dieses Forschungsergebnis wurde zuletzt bearbeitet von: Sanja Tumbas (13. November 2011 - 19:00) |
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