Paper Info
Title
Groupsona: A Method for Discovering the Needs of Social Interaction Embedded Services
Abstract
Service design determines the success of a business operation. How to identify customers' needs and design high-quality services are important issues. Persona has been adopted as a tool for identifying needs of individual users for service design. Its focus on individual needs reveals its limitations in failing to capture the interactions among individuals. This study proposes a new user-needs assessment method, named Groupsona, to identify individual customer's social needs of interacting with other members in the group. Groupsonas are group archetypes that represent customers' needs based on the group's perspectives and the interactive behaviors of users in the group. Based on concepts of constructing egocentric network in Social Network Analysis, Groupsona provides a tool for recognizing network patterns and understanding the various ways of group interactions. We applied Groupsona to analyze weight loss group members' needs. The analytical results showed Groupsona can represent and identify the characteristics of customers' needs.
Year
DOI
Venue
2011
10.1109/HICSS.2011.217
HICSS
Keywords
Field
DocType
egocentric network,group archetype,group interaction,individual need,individual customer,weight loss group member,network pattern,individual user,social interaction,high-quality service,service design,social network analysis,interviews,embedded systems,weight loss
Social relation,Service design,Business operations,Computer science,Persona,Social network analysis,Knowledge management,Peer to peer computing,Archetype,Egocentric network
Conference
Citations 
PageRank 
References 
0
0.34
1
Authors
4
Name
Order
Citations
PageRank
Jyun-Cheng Wang117415.67
Cheng-hsin Chiang217911.96
Ching-Hui Chang3579.29
Pei-Wen Chung400.34