Interactive Service Design Based on Human Modeling

2012 Fiscal Year Final Research Report

• Project/Area Number: 22615011
• Research Category: Grant-in-Aid for Scientific Research (C)
• Allocation Type: Single-year Grants
• Section: 一般
• Research Field: Design science
• Research Institution: The University of Tokyo
• Principal Investigator: FURUTA Kazuo 東京大学, 大学院・工学系研究科, 教授 (50199436)
• Co-Investigator(Renkei-kenkyūsha): KANNO Taro 東京大学, 大学院・工学系研究科, 教授 (60436524)
• Project Period (FY): 2010 – 2012
• Keywords: デザイン学

Research Abstract

We have developed a human-centered interactive service design method, where field experts actively participate in the design process by simulating behavior of the service system based on a human model and by visualizing simulation results. An interactive service design process has been established by combining ethnographical analysis, which is useful to extract field knowledge, and agent-based simulation, which can replicate chronological behavior of the service system from interactions among service agents. We demonstrated the effectiveness and the usefulness of the proposed method applying it to passenger service in an airport.

Research Products

• [Journal Article] A visualization tool ofen route air traffic control tasks fordescribing controller's proactivemanagement of traffic situations, Int. (2013)
  • Author(s): Karikawa, D., Aoyama, H., Takahashi,M., Furuta, K., Wakabayashi, T.,Kitamura, M.
  • Journal Title: J. Cognition, Technology, and Work Volume: 15,2 Pages: 207-218
  • DOI: DOI:10.1007/s10111-012-0222-y
• [Journal Article] Cognitive process modelling ofcontrollers in en route air trafficcontrol (2012)
  • Author(s): Inoue, S., Furuta, K., Nakata, K.,Kanno, T., Aoyama, H., Brown, M.,
  • Journal Title: Ergonomics Volume: 55, 4 Pages: 450-464
  • DOI: DOI:10.1080/00140139.2011.647093
• [Journal Article] Ateam cognition model derived from ananalysis of reflection aboutcooperation, Int. (2012)
  • Author(s): Nonose, K., Kanno, T., Furuta, K.
  • Journal Title: J. Cognition,Technology, and Work Volume: 14, 1 Pages: 83-92
  • DOI: DOI:10.1007/s10111-011-0179-2
• [Presentation] Design of Ground AircraftOperation Plan at Haneda InternationalAirport by Simulation (2012)
  • Author(s): Furuta, K.
  • Organizer: 30th EuropeanAssoc. for Aviation Psychology (EAAP)Conf.
  • Place of Presentation: Villasimius, Italy
  • Year and Date: 2012-09-28
• [Presentation] Simulation of TeamCognitive Processes in En-Route AirTraffic Control Based on Mutual BeliefModel (2011)
  • Author(s): Furuta, K.
  • Organizer: 30th JSST Annual Conf
  • Place of Presentation: Tokyo
  • Year and Date: 2011-10-22
• [Presentation] シミュレーションを用いた羽田空港地表運用の評価 (2011)
  • Author(s): 兼子貴憲
  • Organizer: ヒューマンインタフェースシンポジウム2011
  • Place of Presentation: 仙台
  • Year and Date: 2011-09-15
• [Presentation] Performance Indicators forOperations Management in an Airline, (2011)
  • Author(s): Furuta, K.
  • Organizer: Serevice Research and Innovationnstitute Global Conf.
  • Place of Presentation: SanJose, USA
  • Year and Date: 2011-03-31
• [Presentation] Development of ServicePerformance Indicators for OperationsManagement in Airline (2010)
  • Author(s): Furuta, K.
  • Organizer: Int. Symp.Innovating Service Systems
  • Place of Presentation: Tokyo
  • Year and Date: 2010-11-18
• [Presentation] 羽田空港面全域を対象とした航空機地上運用のシミュレーション (2010)
  • Author(s): 古田一雄
  • Organizer: 第29回シミュレ ーシ ョン学会大会
  • Place of Presentation: 米沢
  • Year and Date: 2010-06-19
• [Book] (2012)
  • Author(s): Furuta, K., Ohno, K., Kanno, T., Inoue,S.
  • Total Pages: 69-86
  • Publisher: InTech