Abstract
Disconfirmation between prior expectation and posterior experience affects customer's satisfaction of a product. Product providers would like to avoid both customer's overestimation and underestimation. In this paper, we propose a methodology for supporting designers to control customer's expectation of a product with lighting control. This paper consists of two parts. In this first part, we propose a visual expectation model that explains a cognitive process between visual environmental conditions and customer's expectation. Proposed model consist of a multi-layered structure. We applied QFD (quality function deployment) to develop hypothetical relationships between each layer in the model. Using the QFD tables, we extracted and described design problems to control visual expectation of a product with environmental parameters. In the second part, we developed optimization design support system for perceptual color based on visual perception characteristics. Using this system, we derived pareto solutions for multiple objective functions regarding design problems extracted from QFD.
