應用服務設計流程與文件探勘技術實作研究領域探索系統

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研究生：	簡嘉莉 Chien, Chia-Li
論文名稱：	應用服務設計流程與文件探勘技術實作研究領域探索系統 Developing A Research Area Exploration System with Service Design Process and Text Mining Techniques
指導教授：	林福仁 Lin, Fu-Ren
口試委員:	雷松亞 Ray, Soumya 徐茉莉 Shmueli, Galit
學位類別：	碩士 Master
系所名稱：	科技管理學院 - 服務科學研究所 Institute of Service Science
論文出版年：	2018
畢業學年度：	107
語文別：	英文
論文頁數：	102
中文關鍵詞：	服務設計、雙鑽理論、親合圖法、訪談、原型、易用性測試、文字探勘、文字雲
外文關鍵詞：	Service Design, Double-Diamond Theory, Affinity Diagram, Interview, Prototype, Usability Test, Text Mining, Tag Cloud
相關次數：	點閱：1 下載：0
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本研究應用雙鑽理論（Double-Diamond Theory）為基礎研究架構，進行以人為本的服務設計（Service Design）。在第一階段以訪談（Interview）收集來自九個不同學院的十八位使用者資訊；於第二階段以親和圖法（Affinity Diagram）分析大量質性訪談資訊，歸結出五大焦點，並且在考量現有資源、技術、可測試場域等條件後，選擇其中兩項作為設計目標；在第三階段則加入文字探勘技術（Text Mining），實做出可使用之系統原型（Prototype），利用文字雲（Tag Cloud）的視覺效果引導使用者，並於雙鑽理論最後一階段進行易用性測試（Usability Testing），並且經由訪談以及問卷的回饋得知本次服務設計方案所產出的設計成果 –「國立清華大學研究領域探索系統」對於協助學生進行未來可能研究領域之探索有正向效果。
本設計可以有效引導對於專業領域感到模糊，或想要進行跨域研究卻苦於背景知識不足的學生，進一步選擇未來研究領域；並且同時為圖書館裡的碩博士論文典藏創造另一種使用價值。

This study creates a research area exploration system with service design method- Double-Diamond Method and applying text mining techniques. We interviewed 18 students from 9 different colleges. With Grounded Theory, we summed up 5 main reasons leading to the cognition gap between imaginary and real study life. With text mining techniques and the thesis and dissertations of NTHU, we selected 2 as the design targets from 5 findings. To solve the problem of finding an ideal research area with exploration mindset, instead of accurate keywords, we created a prototyping research area exploration system using multiple keywords as search keys. From the results of usability test, students were able to explore future research areas even without strong background knowledge. This research shows the additional value of academic research materials and a practical process of service design process in an academic institute.

Table of Contents
CHAPTER 1    INTRODUCTION    5
1    RESEARCH BACKGROUND    5
2    RESEARCH MOTIVATION    5
3    RESEARCH OBJECTIVE    6
CHAPTER 2    LITERATURE REVIEW    7
1    SERVICE DESIGN METHOD- DOUBLE DIAMOND MODEL    7
2    TEXT MINING TECHNIQUES    8
2.1    Text processing    8
2.2    Documents Clustering - Two-stage Clustering    9
3    VISUALIZATION - TAG CLOUD    10
CHAPTER 3    RESEARCH METHOD    11
1    RESEARCH FRAMEWORK    11
2    DESIGN METHOD - DOUBLE DIAMOND    14
2.1    Interview – used in Discover and Deliver Phases    14
2.2    Affinity Diagram – Used in Define Process    15
2.3    Personas    16
2.4    Value Proposition Canvas    17
3    TEXT MINING TECHNIQUES    19
3.1    Part-of-speech tagging (POS-Tag)    19
3.2    Term Frequency-Inverse Document Frequency (TF-IDF)    20
3.3    Two-Stage Clustering    21
3.4    Visualization – Tag Cloud    23
CHAPTER 4    DISCOVER AND DEFINE PROBLEM    24
1    USER RESEARCH    24
2    INTERVIEW – CONTEXTUAL INTERVIEW    25
3    DATA ANALYSIS - AFFINITY DIAGRAM    26
4    RESULTS – PERSONAS, CUSTOMER PROFILE    29
5    IDEAS - VALUE PROPOSITION CANVAS    32
CHAPTER 5    DEVELOP - SYSTEM DESIGN AND IMPLEMENTATION    35
1    SYSTEM ARCHITECTURE    35
2    DATA DESCRIPTION    36
3    DATA PRE-PROCESSING    37
3.1    English Abstract filter    38
3.2    Abbreviation replacement    39
3.3    NP Word Base by Part-Of-Speech Tagger    39
3.4    Produce TF-IDF Matrix to Run Two-stage Clustering    41
3.5    Run Two-stage Clustering    41
3.6    Generate term base by Part-Of-Speech Tagger in Each Cluster    42
3.7    Produce TF-IDF Value in Each Cluster to Print Tag Cloud    44
3.8    Information Visualization    45
CHAPTER 6    DELIVER - EXPERIMENTAL DESIGN AND RESULT    48
1    EXPERIMENTATION FRAMEWORK    48
2    TEST GOALS AND RESEARCH QUESTIONS    49
3    PREPARE THE EXPERIMENT    50
3.1    Subjects recruitment    50
3.2    Subject Description    51
3.3    Task Design    52
3.4    Usability Test    52
3.5    Experimentation Environment    53
4    DATA ANALYSIS AND FINDINGS    58
4.1    Subject Profile    58
4.2    Data Analysis    59
5    FINDINGS    66
CHAPTER 7    CONCLUSION AND FUTURE WORK    68
1    CONCLUSION    68
2    FUTURE WORK    69
REFERENCE    71
APPENDIX    73
                                

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