In the service industry, customer surveys are used to evaluate service quality and satisfaction, and the results are used to improve service. However, there is no appropriate method as to which variables and how they should be evaluated, and this is still under discussion. Conventional customer satisfaction research only treats expectations as the strength of expectations, even though there are differences in the types of expectations, and there is little discussion of how to hold expectations or how detailed the image is. In this paper, we focus on the difference between having more or less prior information about the service and presence or absence in using similar services, which are considered to be factors that shape expectations, and examine the course of the one-week experience for its effect on the evaluation of service satisfaction. As a result, the two-factor interaction of “having experience” and “3 times satisfaction values” was significant. The result indicates that the presence or absence in using similar services influences the change in satisfaction. The results show that the experience of using similar services or not in this experiment influences the change in satisfaction over time.

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HMI of various services in the autonomous driving society is regarded as one of HAII as a contact point where humans cooperate with AI. HAII connects the user and the autonomous driving system without stress. We will consider how to clarify the “boundary of responsibility” between all stakeholders when a traffic accident occurs due to an autonomous vehicle.

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Construction consultants conduct user surveys under the commission of governments to find users ' actual behavior and attitude on social infrastructures. The authors attempted to improve actual survey projects by introducing the "User Survey Design Process," which consists of conventional processes with two new ones, that are to identify the stakeholders and to specify the target users. We conducted three case studies; a road user satisfactory survey, an attitude survey on riverside development, and a user-centered cost-benefit analysis. The results of the cases show the effectiveness of the process in improvement. However, in the cases where the clients determine the survey specifications according to laws, regulations, or customs, to strengthen theoretical background and accumulate examples are in need.

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A robot that aims to relieve human stress is called a therapy robot, and several studies have demonstrated the effectiveness of robot therapy. In the development of the therapy robot, we decided to use Human-Centered Design methods from the early stage of the development in order to search for an effective user experience. In this paper, we would like to explain the development process of this study and creation of the design concept for the therapy robot.

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Research report on future vision of kitchen and process related to its creation.

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Introducing “Morris” we developed similar to card game which support enhancement of reflectiveness in modern design and development team. Morris support team to notice their “bias”, and to know what matters to each professional most, and why. It’s based on Kolb’s experiential learning circle, easy to play, and being considered to keep and develop Value-in-diversity beliefs in team.

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The divergence and convergence of ideas is one of the most important processes in the general design process, not only in UX design. In particular, idea convergence is the process of narrowing down the design candidates for actual implementation, and it is necessary to select effective ideas effectively. However, there is currently no way to converge ideas specific to UX design. In addition, a survey the authors conducted with UX designers revealed a number of problems with the way ideas converge. Therefore, this study investigates a suitable method for idea convergence in the UX design process. First, we conduct a comparative analysis of the four existing idea convergence methods. After that, we will experiment with the Pugh Concept Selection to apply it to UX design and examine the issues when applying it.

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The purpose of this study is project members understand thinking about condition of themselves team and personality of person who belong the team. The author suggests model that can understand of characteristic of project members. It named the model “Team Metaphorgram”. The author think that it is effective in that the characteristics of the team and individual members can be shared by all.

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In the VUCA society, it is important for individuals to think about their jobs and careers based on " intrinsic motives " rather than being limited to existing success patterns and data. In this paper, we will discuss methods that make us aware of " intrinsic motives " that are difficult to capture due to the influence of the external environment. To create this method, we refer to the way of Art thinking, and utilize the knowledge of psychology and behavioral economics.

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This paper suggests the improved version of Body of Basic Knowledge of Human Centered Design required for human resources who practice HCD, which is required in various fields.

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This study aims to examine how to support learners to think about the essential meaning of design in Human Centered Design (HCD) education. In HCD education, particularly professional education, many learners have problems with applying their knowledge and skills that they studied in education programs to their work because the working situations are different from the classroom. To solve this problem, I designed a new learning environment to support the transfer of their knowledge and skills by thinking about the characteristic of HCD. The results of the lesson show that the proposed method is effective.

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Expansion of instructor WG aims to increase instructors to disseminate the basic knowledge and ideas of HCD, and created educational materials and instructors handbooks for lecturers by HCD process. Report our activities for getting feedback from users and non-users of teaching materials.

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In recent years, UX design is extending to the manufacturing industry as well as the Web industry. Demand for UX design education has increased in the Tokai area, where are manufacturing industries. In the Tokai area of the HCD-Net Education Division, we have been focusing on UX design education mainly for engineers. In this paper, we report on the educational activities.

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Younger generations play essential roles in the consumer markets. Therefore, knowing their awareness of good and poor user experiences (UXs) is significant to provide appropriate services, systems, or products. The simple survey to disclose students' knowledge of the user experience was conducted at the end of the year 2019. This paper describes an overview of the investigation and its results. The analysis of the study will not only be used to grab the tendency of the students' considerations on UX but also helpful for every designer who plans to deliver some services or products for the younger generations.

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