Proposal of Service Experience Principle and Action Plans for Inclusive Social Media Service Design: Experience of Social Minorities; [포용적 SNS 설계를 위한 서비스경험 원칙과 실행방안 제안 - 사회적 소수자 경험을 중심으로]

초록

Background Currently, inclusive research related to SNS (Social Network Service or Social Media Service) is limited in terms of information accessibility, and research on inclusive experiences in terms of service experience is in its early stages. Thus, the accurate concepts and elements are not clearly defined. Accordingly, this study aims to derive the “Inclusive Service Experience Principle” by considering theories related to inclusion and inclusive service design, and to verify and materialize the principles derived through empirical research on the SNS use experience of social minorities. Methods Literature research and empirical research methods were used. The conceptual elements of inclusion were derived through content analysis of literature. Based on this, the “Inclusive Service Experience Principle” was presented as a result of analyzing literature related to inclusive experience and service design. Next, an empirical study was conducted on social minorities using SNS to verify the principle and to discover how the subfactors of the principle appear as embodied user experiences in actual services. After conducting in-depth interviews on social media use experiences of social minorities and thematic analysis, detailed experience elements and a specific action plan of the “Inclusive Service Experience Principle” were discovered. Results Through literature analysis, inclusive services were defined as ‘services that have functions for diversity and accessibility, have systems to achieve inclusion, and encourage users to feel that the user experience is inclusive’. In addition, the ‘Inclusive Service Experience Principle’ was derived into three categories: [A] Functional, [B] Systemic, and [C] Experiential inclusion. Under these categories, eight factors were derived as sub-items: [A1] Securing user diversity, [A2] Securing service accessibility, [B1] Establishing inclusive value-based strategies and systems [B2] Enhancing users’ capabilities and voice, [B3] Educating on inclusion, [C1] Supporting users to express their various identities, [C2] Increasing users’ value as members, and [C3] Securing connectivity between users and diverse groups. 22 experience value elements were also derived. Conclusions Based on the literature on inclusion, inclusive services and the actual experience of social minorities, the ‘Inclusive Service Experience Principle’ and an action plan are presented. In addition, in order to apply the derived principles and action plan to the service according to the user’s SNS use journey, an “Inclusive Service Experience Principle Application Map according to the user experience stage” is proposed. This study is significant in that it provides a theoretical foundation for an inclusive user experience and presents concrete application plans for practitioners in companies. © This is an Open Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0/), which permits unrestricted educational and non-commercial use, provided the original work is properly cited.

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