Customer Data Centric Service Design in the Fourth Industrial Revolution: A Home Appliance Brand Case Study from South Korea
Yu Cheng · Art and Design · 2024
Customer needs during the Fourth Industrial Revolution are complex.A customerdata-centric service is a human-centric approach that provides better services to customers.However, there remains a lack of practical research on the design processes of customer-data-centric services.This study aims to improve the service design process through a customer-data-centric approach and presents a case study of customer-centered service design.By analyzing related works, conducting interviews with stakeholders, and utilizing a performance service design tool, a customer-datacentric service design case study was conducted for an air purifier product.The study employed a marketing program to verify the applicability of the proposed customerdata-centric method, which revealed that the proposed approach is a customer-centric method that can help uncover customer insights in the Fourth Industrial Revolution.