Improving Service Processes Based on Visualization of Human-Behavior and POS Data: A Case Study in a Japanese Restaurant

Fukuhara, Teruyuki; Tenmoku, Ryuhei; Okuma, Takashi; Ueoka, Ryoko; Takehara, Masanori; Kurata, Takeshi

doi:10.1007/978-4-431-54816-4_1

Cited by 11 publications

(8 citation statements)

References 25 publications

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“…ISP was also intended to evaluate human behavior through user experience, and simulated service environments. The mentioned papers in the table 2 mostly discussed the optimization of: (1) service processes (Exner et al, 2014;Arvola et al, 2012;Fukuhara et al, 2014); (2) the improvement of service designs (Kwon et al, 2015;Peng et al, 2017); (3) service training processes (Jung Bae and Seong Leem, 2014;Boletsis et al, 2017); (4) service prototyping methods Kuure et al, 2014). We identified one case that applied quantitative method to evaluate the appropriateness of a 3D VR service App that engaged 30 participants (Peng et al, 2017).…”

Section: Brief Literature Reviewmentioning

confidence: 99%

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Comparing Conventional versus Immersive Service Prototypes: An Empirical Study

Razek

Husen

Pallot

et al. 2019

IJVR

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For years, Immersive Technologies and 3D printing, demonstrated their capacity to quickly build product prototypes in order to reach a common understanding among all stakeholders, especially potential users. Service prototyping is a novel agile process intended to accelerate the service development, while improving the overall anticipated service experience. The use of Immersive Technologies in service prototyping is intended to enable a co-creative and explorative service experience, even before the service really exists. Service prototyping transforms intangible processes into a real experience. Immersive Technologies are already deployed in several industrial applications ranging from product design to product and service exploration. They are also used for conducting training even before the product or service exists. The main concern remains in the fact that there is a lack of study for comparing and selecting the most appropriate form of Service Prototypes (SP) to explore a new service. This paper presents our empirical study comparing different SP forms and the results of two experiment sessions that were conducted at ENSAM Laval and Angers campuses. These results reveal that participants preferred immersive forms rather than conventional forms. However, it also unveils some difficulties in properly handling Immersive Technologies.

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Section: Brief Literature Reviewmentioning

confidence: 99%

“…This lack of previous empirical investigations on service prototyping was in fact the motivation to carry out this study on comparing CSPs and ISPs. (Fukuhara et al, 2014)…”

Section: Brief Literature Reviewmentioning

confidence: 99%

Comparing Conventional versus Immersive Service Prototypes: An Empirical Study

Razek

Husen

Pallot

et al. 2019

IJVR

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“…One issue was found as less employees in the service encounter at the peak hour of the restaurant. The service process was re-designed to solve the issue, consequently the turnover of the restaurant was increased without increasing employees' effort (number of steps) (Fukuhara et al, 2013). …”

Section: Measurement Of Employees' Activitiesmentioning

confidence: 99%

Keynote 2　Advanced Topic on Ergonomics - Service Design

Mochimaru¹

2017

The Japanese journal of ergonomics

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In design processes, the term user-centered is often used to reflect that the design of the product, system or service takes account of human characteristics, both to minimize risks and to optimize wellbeing and performance. The term humancentered can be used to reflect that organizations not only have an impact on their customers (the users of their products and services) but also on their employees, their families and the wider community. These expansions of targets are the trend of advanced ergonomics. One is expansion into the service, the other is expansion into the society. In service research fields, a singular form "service" is used differently from a plural form "services." Service is the total solution, and goods (products) and services are elements for service. The new design target in Ergonomics is "service." We should design both products and services to deliver value. That is service design. At that time, ergonomics should clarify the value co-creation through service. It is important to measure and visualize value co-creation through the interaction between stakeholders. IoT can help those measurement in use situations and/or at in service encounters. These co-creation values should be categorized into fundamental, knowledge and emotion, and service design should be considered the balance of co-creation values among stakeholders. Moreover, service should be managed with monitoring these co-creation values among stakeholders. A new ISO 27500 series of "Human-centered Organization" can be a guide for the trend of advanced ergonomics.

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“…[STEP2-2]: The centroid of each cluster is calculated by using equation (7). If a cluster contains fewer elements than the threshold value, the cluster is deleted.…”

Section: Two-stepped Fuzzy Clustering For Human Trackingmentioning

confidence: 99%

“…In recent years, however, this research has been performed in natural environments. These techniques are general purpose and can be used in various applications including for security at (railroad) crossings 1)2) and airports 3)4) , pedestriantrajectory analysis in a shopping complex 5)6) , employee management in manufacturing and service industries 7) , detection of wandering patients in a nursing home for the elderly 8)9) . Furthermore, in addition to these normal applications, in earthquake-prone Japan, the analysis of pedestrian flow can be applied for the purpose of measuring the state of damage and issuing evacuation guidance during earthquakes (Fig.1).…”

Section: Introductionmentioning

confidence: 99%

[Invited Paper] Analysis and Visualization of Large-Scale Pedestrian Flow in Normal and Disaster Situations

Onishi

2015

MTA

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In recent years, many human-tracking techniques that use images, lasers, and RFID processing have been proposed for analyzing pedestrian trajectories. In normal situations, such research can be used in marketing support and information provision and safety management linked to pedestrian flow. In disaster situations, it can be used to aid the formulation of disaster response plans and evacuation guidance and to measure the state of damage. In this paper, we extract pedestrian flow using stereo cameras and propose a method for comparing and visualizing pedestrian flow measured over an extended period of time. We confirm the effectiveness of the proposed method from the results of an experiment in which we analyze pedestrian flow measured using a stereo camera over a long period of time at an office complex near Akihabara Station. Recently, people obtain a large amount of information via SNS (social networking service) and this information influences human behavior. Lastly, we clarify this influence by visualizing the flow of SNS information and pedestrians.

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Improving Service Processes Based on Visualization of Human-Behavior and POS Data: A Case Study in a Japanese Restaurant

Cited by 11 publications

References 25 publications

Comparing Conventional versus Immersive Service Prototypes: An Empirical Study

Comparing Conventional versus Immersive Service Prototypes: An Empirical Study

Keynote 2　Advanced Topic on Ergonomics - Service Design

[Invited Paper] Analysis and Visualization of Large-Scale Pedestrian Flow in Normal and Disaster Situations

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Improving Service Processes Based on Visualization of Human-Behavior and POS Data: A Case Study in a Japanese Restaurant

Cited by 11 publications

References 25 publications

Comparing Conventional versus Immersive Service Prototypes: An Empirical Study

Comparing Conventional versus Immersive Service Prototypes: An Empirical Study

Keynote 2 Advanced Topic on Ergonomics - Service Design

[Invited Paper] Analysis and Visualization of Large-Scale Pedestrian Flow in Normal and Disaster Situations

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Product

Resources

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Keynote 2　Advanced Topic on Ergonomics - Service Design