E03 PC周辺機器に関する問い合せに対する回答にもとづく製品のデザイン要件の抽出 : カスタマーサポートセンターの回答の構造化による設定方法のデザイン-1(デザイン計画,心「こころ」とデザイン,第55回春季研究発表大会)

概要

論文の詳細を見る
Information on the setting of the product is offered to the user by the maker through the manual. However, there are a lot of inquiries concerning the setting in the customer support center. It can be said that information in the manual is not transmitted to the user well, and the setting of the product is too difficult. Then, the structure of the answer is clarified, and the characteristic of the setting is extracted. This research aims to find directionality that designs how to pass on information and set easily. The answer which is almost courses of actions, can be viewed as the directed causal association of information transmitted to the user well. Focused on causal association, data of courses of actions are analyzed using Dematel. And then the correspondence relationships between contents of the answer adding the frequency of appearance of them are analyzed using Correspondence analysis. As the results, there are two faces in the user's knowledge about how to use PC Peripherals. It is necessary that the maker provides the supports and the educations about technical using easily.
日本デザイン学会の論文
2008-06-20