Service Innovation by Design Thinking Methods: A Case of Seoul Children’s Grand Park (SCGP)

Authors

  • Sunyoung Hlee Smart Tourism Research Center Kyung Hee University
  • Yerin Yhee Department of Convention & Exhibition Management Kyung Hee University
  • Nambo Chung College of Hotel & Tourism Management Kyung Hee University
  • Chulmo Koo College of Hotel & Tourism Management Kyung Hee University

Keywords:

Seoul, Urban Park, Service design, Information Communications Technology, Innovation, Value co-creation, Smart Tourism City

Abstract

Information communications technology (ICT)-based service innovations for tourism experiences have become an essential foundation in establishing a smart tourism city that an organization should consider. Thus it is required to understand service design process and method theoretically and technically. This research aims to introduce a case study demonstrating a structure and procedure for the service innovation based on design thinking methods in an urban park context for revitalizing Seoul children’s grand park (SCGP). Our study provides a guideline of service design structure: explorative stage, generative stage, evaluating stage, and applying stage of designing to tourism context. By analyzing the current visitor’s experience in old facilities and places, we suggest a service design model to manage visitor behavior patterns with ICT-based experience and also provide valid scenarios based on the results of big data analysis. Technically, we developed two application program concepts, visitor journey map and App Touchpoints, for visitor-centered experience design. This study contributes to articulate a conceptual framework of service design and its applications of ICT-based experience in the SCGP.

Author Biographies

Sunyoung Hlee, Smart Tourism Research Center Kyung Hee University

Sunyoung Hlee is a research professor in Smart Tourism Research Center (STRC, http://strc.khu.ac.kr/), Tourism and Hospitality College, Kyung Hee University, South Korea.  Her research includes smart tourism, service design, hospitality and tourism marketing. Her works are published in International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management and International Journal of Information Management and Sustainability.

Yerin Yhee, Department of Convention & Exhibition Management Kyung Hee University

Yerin Yhee is a Master student in the Department of Convention & Exhibition Management, Graduate school, Kyung Hee University and is also a research assistant of smart tourism research center (STRC). Her current research interests include smart tourism, tourism information, tourism marketing, tourist’s behavior.

Nambo Chung, College of Hotel & Tourism Management Kyung Hee University

Namho Chung is a Professor at the Department of Hotel Management and the Director of Smart Tourism Research Center at Kyung Hee University in Seoul, Republic of Korea. His research interests lie in the tourist behavior & information systems, human-computer interface design and knowledge management. He has been written over 60 international journal papers such as Tourism Management, Journal of Travel Research, International Journal of Contemporary Hospitality Management, International Journal of Information Management, Information & Management and Computers in Human Behavior among others. Currently, he leads smart tourism ecosystem projects in the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea.

Chulmo Koo, College of Hotel & Tourism Management Kyung Hee University

Chulmo Koo is a Professor at Kyung Hee University, who has been actively publishing over 50 SSCI level journals including top tier journals regarding smart tourism and IT. He was invited as a guest editor of many mainstream journals such as: Management and Information, Electronic Markets, International Journal of Information Management, Journal of Tourism, Computers in Human Behaviors, Information Systems Frontiers, Technology Forecasting and Social Change, Industrial Management and Data Systems, and Sustainability.

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Published

2019-12-07

How to Cite

Hlee, S., Yhee, Y., Chung, N. and Koo, C. (2019) “Service Innovation by Design Thinking Methods: A Case of Seoul Children’s Grand Park (SCGP)”, e-Review of Tourism Research, 17(2). Available at: https://journals.tdl.org/ertr/index.php/ertr/article/view/511 (Accessed: 16January2021).

Issue

Section

Late Breaking Results