AI 스마트 챗봇 기반 공공시설 예약 서비스의 사용자 경험 디자인 연구

초록

This study aims to address citizen inconvenience arising from the structural complexity of public sports facility reservation experience, perceived fairness issues, and the absence of continuous improvement initiatives. The spatial scope includes all public sports facilities operated by the Goyang Urban Management Corporation, while the temporal scope focuses on the Goyang Guardians Living Lab activities conducted in July 2024, during which consultations, stakeholder meetings, and resident surveys were carried out. The research centers on identifying challenges faced by middle-aged and older adults aged 50 to 80, who constitute the primary user group of these facilities. To systematically capture user needs, the study adopted a citizen-participatory Living Lab methodology involving in-depth interviews, surveys, and focus group interviews (FGI). The analysis revealed key issues, including limited digital accessibility among older users, inefficiencies in in-person civil complaint processes, fragmented and UX-deficient reservation systems, and difficulties in finding accurate information. To address these challenges, the study designed core AI-based smart chatbot functions—such as voice-recognition support—and corresponding user interface (UI) components. A prototype was produced and tested in real usage environments to evaluate usability and user acceptance. Based on the findings, system enhancement strategies were proposed. Ultimately, the study aims to improve user convenience and satisfaction through the integration of an AI smart chatbot, while reducing administrative workload and supporting more efficient facility management.

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