New Self-Service

Project Info

Title : New Self-Service
Product : App Ape Dashboard
Timeline : 2month (4sprint)
Platforms : Desktop / Responsive Web

Contribution

Role : Product Manager
Tools : Sketch, Whimsical, Zeplin, Notion, Stripe
Skills : Design Sprint, Ideation, Concept Development, Wireframes, Userbility Testing

Overview

B2B SaaS ์„œ๋น„์Šค์ธ App Ape๋Š” ํ•„๋“œ ์„ธ์ผ์ฆˆ์—๋งŒ ์˜์กดํ–ˆ๋˜ Enterprise ์„œ๋น„์Šค ํŒ๋งค ๋ฐฉ์‹์— Self-Service* ํ˜•์‹์˜ ํŒ๋งค ๋ฐฉ์‹์„ ๋„์ž…ํ•˜์—ฌ ์„œ๋น„์Šค ํŒ๋งค ๋ฐฉ๋ฒ•์„ ํ™•๋Œ€ํ•˜๊ณ ์ž ํ•˜์˜€๋‹ค. ๊ฒฐ์ œ ์‹œ์Šคํ…œ๊นŒ์ง€ ๊ฐœ๋ฐœํ•˜์—ฌ ์„œ๋น„์Šค์— ๋„์ž…ํ•˜์˜€์ง€๋งŒ ๊ธฐ๋Œ€ ์ดํ•˜์˜ ์‹ค์ ์œผ๋กœ Self-Service๋ฅผ ์ข…๋ฃŒํ•˜๊ฒŒ ๋œ๋‹ค. (๊ด€๋ จ ํ”„๋กœ์ ํŠธ : Freemium ๋ชจ๋ธ ๋„์ž…)
๋น„์ฆˆ๋‹ˆ์Šค ์ธก๋ฉด์—์„œ Enterprise ๊ณ ๊ฐ ํš๋“์„ ์œ„ํ•œ ์ดˆ๊ธฐ ์ ‘์ ์œผ๋กœ Self-Service๋ฅผ ํ™œ์šฉํ•˜์—ฌ ์ „์ฒด ๋งค์ถœ์„ ๋†’์ด๋Š” ๋™์‹œ์— ๋ชจ๋ฐ”์ผ ์•ฑ ๋ถ„์„ ์„œ๋น„์Šค์˜ ์‹œ์žฅ ์ ์œ ์œจ์„ ๋†’์—ฌ๊ฐˆ ํ•„์š”๊ฐ€ ์žˆ์—ˆ๋‹ค. ๋˜ํ•œ, ์†Œ๊ทœ๋ชจ ๊ธฐ์—…์—์„œ Self-Service ํŒ๋งค ๋ฐฉ์‹์˜ ๋‹ˆ์ฆˆ๊ฐ€ ๋†’๋‹ค๋Š” VOC๊ฐ€ ๊ณ„์†ํ•ด์„œ ๋“ค์–ด์˜ค๊ณ  ์žˆ๋Š” ์‹œ์ ์— ๊ธฐ์กด Self-Service์˜ ๋ฌธ์ œ์  ํŒŒ์•… ๋ฐ ๋‹ˆ์ฆˆ๊ฐ€ ์‹ค์ œ๋กœ ์žˆ๋Š”์ง€ ๊ฒ€์ฆ ํ›„ ํ•˜์ด๋ธŒ๋ฆฌ๋“œ ์„ธ์ผ์ฆˆ ๋ชจ๋ธ์„ ์‚ฌ์—…์— ์ ์šฉํ• ์ง€ ํŒ๋‹จํ•˜๊ณ ์ž ํ”„๋กœ์ ํŠธ๊ฐ€ ์‹œ์ž‘๋˜์—ˆ๋‹ค.
ACARCR ํ”„๋ ˆ์ž„์›Œํฌ ๋ชจ๋ธ (์‚ฌ๋‚ด ๊ธฐ์ค€ ๋ช…์นญ)

Problem

1.
๊ธฐ์กด Self-Service๋Š” ๋งŽ์€ ์š”๊ตฌ ์‚ฌํ•ญ์ด ๋ฐ˜์˜๋˜์–ด ๋‹ค์ˆ˜์˜ ๋ฒ„๊ทธ์™€ ํ•จ๊ป˜ ์‚ฌ์šฉ์ž ๊ฒฝํ—˜์„ ๊ณ ๋ คํ•œ ์„œ๋น„์Šค ์ œ๊ณต์ด ๋˜์ง€ ๋ชปํ•ด ์‚ฌ์šฉ์„ฑ์ด ํ˜„์ €ํžˆ ๋–จ์–ด์กŒ์—ˆ๋‹ค.
2.
๊ณ„์•ฝ์— ์•ž์„œ ์ œ๊ณต๋˜๋Š” ํ”Œ๋žœ ์ •๋ณด ๋ฐ ๊ฐ€๊ฒฉ ๊ตฌ์„ฑ ๋“ฑ FUD*๊ฐ€ ํ•ด์†Œ๋˜์ง€ ์•Š๋Š” ํฌ์ธํŠธ๊ฐ€ ๋งŽ์•„์„œ ์„œ๋น„์Šค ์ด์šฉ์— ์žˆ์–ด์„œ ํ™•์‹ ์„ ์ฃผ์ง€ ๋ชปํ–ˆ๋‹ค.
*FUD : Fear, Uncertainty and Doubt
3.
Enterprise, Self-Service์˜ ๊ฐ€๊ฒฉ ๋ฐ ๊ธฐ๋Šฅ ์ฐจ์ด๊ฐ€ ๋‚ด๋ถ€์—์„œ๋„ ๋ช…ํ™•ํ•˜๊ฒŒ ์ •์˜๋˜์ง€ ์•Š์•„์„œ ํ•„๋“œ ์„ธ์ผ์ฆˆ์— ํ˜ผ๋ž€์„ ์•ผ๊ธฐํ•˜๋Š” ์ƒํ™ฉ์ด ๋ฐœ์ƒํ–ˆ๋‹ค. (CSํŒ€ ์ปค๋ฎค๋‹ˆ์ผ€์ด์…˜ ๋น„์šฉ ๋ฐœ์ƒ)

Research

ํ•„๋“œ ์„ธ์ผ์ฆˆ์—๋งŒ ์˜์กดํ–ˆ๋˜ Enterprise ํŒ๋งค ๋ฐฉ์‹์— Self-Service๋ฅผ ๋„์ž…ํ•˜์—ฌ ํ•˜์ด๋ธŒ๋ฆฌ๋“œ ์„ธ์ผ์ฆˆ ๋ชจ๋ธ๋กœ ์„ฑ์žฅํ•ด๋‚˜๊ฐˆ ์ˆ˜ ์žˆ๋Š”์ง€ ๋‚˜๋ผ๋ณ„๋กœ ๋ฐฉ๋ฒ•๋ก ์„ ์ ์šฉํ•˜์—ฌ ๊ฒ€์ฆ.

Japan Market : Design Sprint

Sprint Objective

Self-Service ํŒ๋งค ๋ฐฉ์‹์ด ์กด์žฌํ•œ๋‹ค๋Š” ์ „์ œํ•˜์— ์ž ์žฌ ๊ณ ๊ฐ์‚ฌ์— ์„œ๋น„์Šค ๊ณ„์•ฝ์ด ์ด๋ค„์ง€๋Š”์ง€ ๊ฒ€์ฆ.

Journey Map

์‚ฌ์šฉ์ž ์—ฌ์ • ์ง€๋„์—์„œ ๊ณผ์ œ๋ฅผ ๋‚˜์—ดํ•˜์—ฌ ์–ด๋Š ๋ถ€๋ถ„์— ํฌ์ปค์Šค๋ฅผ ๋งž์ถœ๊ฒƒ์ธ์ง€ ๊ฒฐ์ •.

User Scenario x Solution

๊ฐ์ž์˜ ์†”๋ฃจ์…˜์—์„œ ์ตœ์„ ์˜ ๊ฒƒ์„ ์„ ํƒํ•˜์—ฌ ์•„์ด๋””์–ด๋ฅผ ๊ฐ€์„ค๋กœ ๋ณ€๊ฒฝ.
โ€ข
Enterprise : ์„œ๋น„์Šค ์†Œ๊ฐœ ์ž๋ฃŒ์— Self-Service ์†Œ๊ฐœ ๋ฐ ๊ธฐ๋Šฅ ์ฐจ์ด ์—…๋ฐ์ดํŠธํ•˜์—ฌ ํ•„๋“œ ์„ธ์ผ์ฆˆ ์‹ค์‹œ.
โ€ข
Self-Service : ๊ณ ๊ฐ์‚ฌ ๊ทœ๋ชจ๋ฉด์—์„œ Self-Service์— ๊ณ„์•ฝ์„ ํฌ๋งํ•˜๋Š” ๊ฒฝ์šฐ ํ”„๋กœํ† ํƒ€์ž… ์ œ๊ณต ํ›„ ์ •ํ•ฉ์„ฑ ๊ฒ€์ฆ.

User Interview

Self-Service ํŒ๋งค ๋ฐฉ์‹์ด ์žˆ๋‹ค๋Š” ์ „์ œํ•˜์— ์˜์—… ์ž๋ฃŒ ๋ฐ ๊ฒฐ์ œ ์‹œ์Šคํ…œ ๊ฒ€์ฆ(ํ”„๋กœํ† ํƒ€์ž…)์œผ๋กœ ๊ณ ๊ฐ์‚ฌ๊ฐ€ ์ƒํ™ฉ์— ๋งž์ถฐ์„œ ๊ณ„์•ฝ์„ ํ•  ๊ฒƒ์ด๋ผ๋Š” ๊ธ์ •์ ์ด ํ”ผ๋“œ๋ฐฑ ํš๋“.

Korea Market : Growth Hacking

ํ•œ๊ตญ ๋งˆ์ผ“์—์„œ๋Š” ๊ธฐ์กด ๋ฌด๋ฃŒ ์œ ์ €๋ฅผ 4๊ฐœ ๊ทธ๋ฃน์œผ๋กœ ๋ถ„๋ฆฌํ•˜์—ฌ Self-Service ์•ˆ๋‚ด ๋ฉ”์ผ ๋ฐœ์†ก.
โ€ข
๊ฐ€์„ค : ์„œ๋น„์Šค ์ด์šฉ ๋‹ˆ์ฆˆ๋Š” ์žˆ์—ˆ์ง€๋งŒ ๋ฒ•์ธ ๊ณ„์•ฝ ๋„์ž…์ด ์–ด๋ ค์› ๋˜ ์ž ์žฌ ๊ณ ๊ฐ์‚ฌ๋Š” ์นด๋“œ ๊ฒฐ์ œ๊ฐ€ ๊ฐ€๋Šฅํ•œ ์ €๊ฐ€ ํ”Œ๋žœ์„ ์ œ๊ณตํ•˜๋ฉด ๊ด€์‹ฌ์„ ๋ณด์ผ๊ฒƒ์ด๋‹ค.
โ€ข
๊ฒ€์ฆ : Self-Service ์•ˆ๋‚ด ๋ฉ”์ผ์— ๊ฒฐ์ œํ•˜๊ธฐ ๋ฒ„ํŠผ ์‚ฝ์ž…ํ•˜์—ฌ ํด๋ฆญ์œจ ๊ฒ€์ฆ. ๋ฒ„ํŠผ ํด๋ฆญ ํ›„ ํ‘œ์‹œ๋˜๋Š” ํŽ˜์ด์ง€๋Š” ํ”„๋กœํ† ํƒ€์ž…์œผ๋กœ Self-Service ๊ด€๋ จ ๋ฆฌ์„œ์น˜๋ผ๋Š” ์„ค๋ช… ํ›„ ๋ฆด๋ฆฌ์Šคํ•˜๋ฉด ๋จผ์ € ๊ณต์ง€ํ•˜๊ฒ ๋‹ค๋Š” ์•ˆ๋‚ด ๋ฌธ๊ตฌ ์ž‘์„ฑ.

Check the improvement points

This check list is based on 10 Principles of Effective Pricing Pages (Reference : LINK)

Goal

App Ape ๋น„์ฆˆ๋‹ˆ์Šค ๋ชฉํ‘œ

โ€ข
(์ž‘์œ„์ ์ธ ๊ณ„์•ฝ์ด ์•„๋‹Œ) Self-Service๋ฅผ ํ†ตํ•ด ํ•œ๊ตญ, ์ผ๋ณธ, ๋ฏธ๊ตญ ๋ฐ์ดํ„ฐ๊ฐ€ 1๊ฑด ์ด์ƒ ๊ณ„์•ฝ

App Ape ๊ฐœ๋ฐœํŒ€ ๋ชฉํ‘œ

โ€ข
์‚ฌ์šฉ์ž๋Š” ํ”Œ๋žœํŽ˜์ด์ง€๋ถ€ํ„ฐ ๊ฒฐ์ œ ์™„๋ฃŒ๊นŒ์ง€์˜ User Flow๋ฅผ ํ†ตํ•ด์„œ ์‹ ๊ทœ ๊ณ„์•ฝ์„ ํ•  ์ˆ˜ ์žˆ๋‹ค.
โ€ข
์‚ฌ์šฉ์ž๋Š” ์‹ ๊ทœ ๊ณ„์•ฝ์— ์•ž์„œ ๊ถ๊ธˆํ•œ ๋ถ€๋ถ„์ด ์žˆ๋‹ค๋ฉด ์ฆ‰์‹œ ๊ถ๊ธˆ์ฆ์„ ํ•ด์†Œํ•  ์ˆ˜ ์žˆ๋‹ค.

Metrics

โ€ข
New Self-Service ์‹ ๊ทœ ๊ณ„์•ฝ ๊ฑด์ˆ˜

Development

์‚ฌ์šฉ์ž ์Šคํ† ๋ฆฌ๋ฅผ ๊ธฐ์ค€์œผ๋กœ ๊ฐœ๋ฐœ ์ง„ํ–‰.

Payment Flow : Design Sprint

Goal : ์œ ์ €๊ฐ€ FUD*๋ฅผ ๊ฐ€์ง€์ง€ ์•Š์€ ์ƒํƒœ์—์„œ ๊ฒฐ์ œํ•  ์ˆ˜ ์žˆ์œผ๋ฉฐ ์„œ๋น„์Šค ์ด์šฉ์ด ๊ฐ€๋Šฅํ•˜๋‹ค.
Scope : ์‹ ๊ทœ๋กœ ๊ฒฐ์ œ๊ฐ€ ๊ฐ€๋Šฅํ•œ ์ˆ˜๋‹จ์ด ์žˆ๋‹ค.
โ€ป Whatโ€™s FUD? Fear(๋‘๋ ค์›€), Uncertainty(๋ถˆํ™•์‹ฑ์„ฑ), Doubts(์˜์‹ฌ)

New Self-Service Wireframe

Self-Service๊ฐ€ ๋„์ž…๋˜๋ฉด ์‚ฌ์šฉ์ž ํƒ€์ž…์ด Free, Self-Service, Enterprise๋กœ ๊ฐ ์‚ฌ์šฉ์ž ๊ถŒํ•œ์— ๋Œ€์‘ ๊ฐ€๋Šฅํ•œ ๋Œ€์‹œ๋ณด๋“œ ๊ฐœ๋ฐœ์ด ํ•„์š”. Self-Service ๊ฒฐ์ œ ์‹œ์Šคํ…œ์ด ๋„์ž…๋จ์— ๋”ฐ๋ผ ๋ฐ”๋€Œ๊ฒŒ ๋˜๋Š” User Flow๋ฅผ ์žฌ์ •์˜.

Payment Flow & Sketch

์†”๋ฃจ์…˜์„ ์Šค์ผ€์น˜๋กœ ํ‘œํ˜„ํ•˜์—ฌ ํ”„๋กœํ† ํƒ€์ž… ๋””์ž์ธ ์ž‘์—…์ „์— ๊ฐ ํŽ˜์ด์ง€์˜ ์ดํ•ด๋„๋ฅผ ๋†’์ž„.

Prototype for User Interview

์Šค์ผ€์น˜ ๋‚ด์šฉ์„ ํ† ๋Œ€๋กœ ํ”„๋กœํ† ํƒ€์ž… ๊ฐœ๋ฐœํ•˜์—ฌ ์‚ฌ์šฉ์ž ๋ฆฌ๋ทฐ ์ง„ํ–‰.

User Interview

์‚ฌ์šฉ์ž ์ธํ„ฐ๋ทฐ์—์„œ๋Š” 3์ข…๋ฅ˜์˜ ํฌ์ŠคํŠธ์ž‡์„ ์ค€๋น„ํ•˜์—ฌ ์ธํ„ฐ๋ทฐ ๊ณผ์ • ์ค‘์— ๋Š๋‚€ ์ ์„ ์ž‘์„ฑ. ๋ณด๋“œ์— ํ”„๋กœํ† ํƒ€์ž…์˜ Test Flow๋ฅผ ํƒ€์ดํ‹€๋ณ„๋กœ ๋‚˜๋ˆ„๊ณ  ๊ฐ Flow ๊ด€๋ จ ์นด๋“œ๋ฅผ ๋ถ™์˜€๋‹ค.
๊ณ ๊ฐ ์„ธ๊ทธ๋จผํŠธ๋ณ„๋กœ ๋‚˜๋ˆ ์„œ 4๋ช…์—๊ฒŒ ์œ ์ € ์ธํ„ฐ๋ทฐ ์‹ค์‹œ. ๊ฐ ์ธํ„ฐ๋ทฐ์—์„œ ๋‚˜์˜จ ํ”ผ๋“œ๋ฐฑ์„ ์นดํ…Œ๊ณ ๋ฆฌ๋ณ„๋กœ ์ •๋ฆฌํ•˜์—ฌ ๊ฐœ๋ฐœ ๋ฐฉํ–ฅ์„ฑ ๋ฐ ์—…๋ฌด ์šฐ์„ ์ˆœ์œ„ ์„ค์ •. Self-Service ๊ณต๊ฐœ๊นŒ์ง€ ์ž‘์—… ์˜ˆ์ •์ด์—ˆ๋˜ ๋ถ€๋ถ„์— ๋Œ€ํ•œ ํ”ผ๋“œ๋ฐฑ์ด ๋งŽ์•˜๊ธฐ์— ํ•ด๋‹น ๋ถ€๋ถ„์€ ๊ทธ๋Œ€๋กœ ์ง„ํ–‰. ์ƒˆ๋กญ๊ฒŒ ์•Œ๊ฒŒ๋œ ๋ถ€๋ถ„์€ ์šฐ์„ ์ˆœ์œ„๋ฅผ ์ •ํ•ด์„œ ๋ฆด๋ฆฌ์Šค ์ „ใƒปํ›„๋กœ ๊ฐœ์„ ํ•  ์ˆ˜ ์žˆ๋„๋ก Backlog ์ž‘์„ฑ.

Setting Page Flow : Design Sprint

Goal : Self-Service์™€ Enterprise ์‚ฌ์šฉ์ž๊ฐ€ FUD์—†์ด ๊ฐ์ž์˜ ๊ณ„์•ฝ ์ƒํ™ฉ์„ ํ™•์ธ, ๋ณ€๊ฒฝ, ํ•ด์ง€ํ•  ์ˆ˜ ์žˆ๋‹ค.
Scope : ๊ถ๊ธˆ์ฆ์ด ์ƒ๊ธฐ๋ฉด ๋ฐ”๋กœ ํ•ด๊ฒฐํ•  ์ˆ˜ ์žˆ๋Š” ์ˆ˜๋‹จ์ด ์žˆ๋‹ค.

User Journey Map

B2B SaaS ์„œ๋น„์Šค ํŠน์„ฑ์ƒ Free, Self-Service, Enterprise ๊ถŒํ•œ์„ ๊ฐ€์ง„ ์‚ฌ์šฉ์ž๊ฐ€ ์กด์žฌ. ๋ชฉํ‘œ ๋‹ฌ์„ฑ์„ ์œ„ํ•ด์„œ๋Š” ๊ฐ ์‚ฌ์šฉ์ž๊ฐ€ FUD์—†์ด ๊ณ„์•ฝ ์ƒํ™ฉ์„ ํ™•์ธํ•  ์ˆ˜ ์žˆ๊ณ  ๋ณ€๊ฒฝ, ๊ณ„์•ฝ ํ•ด์ง€๋ฅผ ํ•  ์ˆ˜ ์žˆ๋„๋ก ์„ค๊ณ„ ํ•„์š”.
User Journey Map x Rough sketch
User Journey Map x How Might We

Solution Sketch & Vote

์†”๋ฃจ์…˜์„ ์Šค์ผ€์น˜๋กœ ํ‘œํ˜„ํ•˜์—ฌ ๊ฐ ๋ฉค๋ฒ„๋ณ„๋กœ ์„ค๋ช… ํ›„ ํˆฌํ‘œ ํ›„ ์ตœ์ข… ์†”๋ฃจ์…˜์„ ๊ฒฐ์ •.

User Story

๊ฒฐ์ •๋œ ์†”๋ฃจ์…˜์„ ๊ธฐ๋ฐ˜์œผ๋กœ ์‚ฌ์šฉ์ž ์Šคํ† ๋ฆฌ๋ฅผ ์ž‘์„ฑ.

User Setting : Information Architect

์‚ฌ์šฉ์ž ์Šคํ† ๋ฆฌ๋ฅผ ๊ธฐ๋ฐ˜์œผ๋กœ ํ•„์š”ํ•œ IA๋ฅผ ์ •๋ฆฌํ•˜์—ฌ ํ”„๋กœํ† ํƒ€์ž…์— ๋ฐ˜์˜.

Prototype for User Interview

ํ”„๋กœํ† ํƒ€์ž…์„ ํ† ๋Œ€๋กœ ์‚ฌ์šฉ์ž ์ธํ„ฐ๋ทฐ๋ฅผ ์‹ค์‹œ.
Sketch Cloud

User Interview

User Setting์˜ ์œ ์ € ์ธํ„ฐ๋ทฐ๋Š” ์‹ค์ œ๋กœ ๊ฐ ๊ถŒํ•œ๋ณ„๋กœ ๊ณ„์•ฝ์ค‘์ด๋ผ๋Š” ์ „์ œํ•˜์— ์‚ฌ์šฉํ•ด์•ผํ•˜๋Š” ์กฐ๊ฑด์ด ์žˆ์–ด์„œ ์‚ฌ๋‚ด ์•ฑ์—์ดํ”„๋ฅผ ์‚ฌ์šฉํ•œ ์ ์ด ์žˆ๋Š” ๋ฉค๋ฒ„ 2๋ช…์—๊ฒŒ ์ธํ„ฐ๋ทฐ ์‹ค์‹œ.
์‚ฌ์šฉ์ž ์ธํ„ฐ๋ทฐ์—์„œ ์ค‘๋ณตํ•ด์„œ ๋‚˜์˜จ ๋‚ด์šฉ ๋ฐ ๊ฐ ๋ฉค๋ฒ„๊ฐ€ ์ธํ„ฐ๋ทฐ ์ค‘์— ์•Œ๊ฒŒ๋œ ๋‚ด์šฉ์„ ์นดํ…Œ๊ณ ๋ฆฌ๋ณ„๋กœ ์ •๋ฆฌ. ์—…๋ฐ์ดํŠธ ๋ฐฉํ–ฅ์„ฑ ๋ฐ ์šฐ์„  ์ˆœ์œ„๋ฅผ ์ •ํ•˜์—ฌ ๋ฆด๋ฆฌ์Šค ์ „ใƒปํ›„๋กœ ์ ์šฉํ•  ์ˆ˜ ์žˆ๋„๋ก Backlog ์ž‘์„ฑ.

Outcome

1. Payment

1-1. Plan Page

1-2. Payment Page

1-3. Payment Flow

์œ ์ €๊ฐ€ FUD*๋ฅผ ๊ฐ€์ง€์ง€ ์•Š์€ ์ƒํƒœ์—์„œ ๊ฒฐ์ œํ•  ์ˆ˜ ์žˆ์œผ๋ฉฐ ์„œ๋น„์Šค ์ด์šฉ์ด ๊ฐ€๋Šฅํ•˜๋‹ค.
โ€ป Whatโ€™s FUD? Fear(๋‘๋ ค์›€), Uncertainty(๋ถˆํ™•์‹ฑ์„ฑ), Doubts(์˜์‹ฌ)
Free User : Payment Flow

2. Setting Page

Self-Service์™€ Enterprise ์‚ฌ์šฉ์ž๊ฐ€ FUD์—†์ด ๊ฐ์ž์˜ ๊ณ„์•ฝ ์ƒํ™ฉ์„ ํ™•์ธ, ๋ณ€๊ฒฝ, ํ•ด์ง€ํ•  ์ˆ˜ ์žˆ๋‹ค.
Paid User : Setting Page for Subscription change and cancel

Epilogue

ํ”„๋กœ์ ํŠธ ๊ฒฐ๊ณผ

Positive
1.
์ดˆ๊ธฐ ํ”„๋กœ๋ชจ์…˜๊ณผ New Self-Service ๊ฒฐ์ œ ๋ฐฉ์‹์ด ํ™”์ œ์„ฑ์„ ๋ชจ์•„ ์ฒซ๋‹ฌ๋ถ€ํ„ฐ ์ˆ˜์‹ญ๊ฑด ์ด์ƒ์˜ ์œ ๋ฃŒ ์‚ฌ์šฉ์ž ํš๋“์œผ๋กœ ๋ชฉํ‘œ ๋‹ฌ์„ฑ.
2.
๊ธฐ์กด์— ๋งŒ๋‚  ์ˆ˜ ์—†์—ˆ๋˜ ๋ถ„์•ผ ๋ฐ ๊ทœ๋ชจ์˜ ๊ณ ๊ฐ์‚ฌ ํš๋“์œผ๋กœ ์ƒˆ๋กœ์šด ์‹œ์žฅ ๋ฐœ๊ฒฌ ๋ฐ Enterprise ๊ณ„์•ฝ์—๋„ ๊ฒฌ์ธํ•˜์—ฌ ์ „์ฒด ๋งค์ถœ ์ƒ์Šน.
Negative
1.
๊ฐ€๊ฒฉ ์ธก์ • ๊ด€๋ จ ๋‚ด๋ถ€ ์ฐธ๊ณ  ๋ฐ์ดํ„ฐ๊ฐ€ ์—†์—ˆ๊ธฐ์— ์ดˆ๊ธฐ ๊ฐ€๊ฒฉ ์„ค์ •์— ์žˆ์–ด์„œ ์ „์ฒด ๋งค์ถœ์— ํฐ ์ž„ํŒฉํŠธ๋ฅผ ์ฃผ์ง€ ๋ชปํ–ˆ์Œ.
2.
์ดˆ๊ธฐ ์œ ๋ฃŒ ์‚ฌ์šฉ์ž ํš๋“์€ ์ข‹์•˜์œผ๋‚˜ ์„œ๋น„์Šค ํ•ด์ง€๋„ ์‰ฝ๊ฒŒํ•˜๋Š” ๊ฒฝํ–ฅ์„ ๋ณด์—ฌ ๋ฆฌํ…์…˜์ด ๋˜ ๋‹ค๋ฅธ ๊ณผ์ œ๋กœ ๋‚จ์•˜์Œ.

ํ”„๋กœ์ ํŠธ ์†Œ๊ฐ

โ€ข
์ƒˆ๋กœ์šด ๊ฒฐ์ œ ๋ฐฉ์‹ ๋„์ž…๊ณผ ํ•จ๊ป˜ ์ตœ์ €๊ฐ€๋ฅผ ์ž์‹  ์žˆ์–ด ํ–ˆ์ง€๋งŒ ์‹ธ๋‹ค๊ณ  ์ข‹์€ ๊ฒŒ ์•„๋‹ˆ์—ˆ์Œ์„ ์•Œ๊ฒŒ๋˜์—ˆ๋‹ค. Self-Serivice ํ”Œ๋žœ์˜ ์ ์ •๊ฐ€๋ฅผ ์ฐพ๋Š”๋ฐ ๋”์šฑ ์‹ ์ค‘ํ•˜๊ฒŒ ์ ‘๊ทผํ–ˆ์–ด์•ผ ํ–ˆ๋‹ค.
โ—ฆ
Self-Service ์ถœ์‹œ ํ›„ ๊ฒ€์ฆ ๊ฒฐ๊ณผ ๊ฐ€๊ฒฉ์ด ์‹ธ๋ฉด ์œ ๋ฃŒ ์‚ฌ์šฉ์ž ์œ ์ž…์ด ๋งŽ์•„์ ธ ์ „์ฒด ๋งค์ถœ ์ƒ์Šน์— ๊ฒฌ์ธํ•  ๊ฒƒ์ด๋ผ๋Š” ๋ถ€๋ถ„์— ๊ฒฐ๊ณผ๊ฐ€ ๋‹ค๋ฆ„์„ ๋น ๋ฅด๊ฒŒ ์ธ์ง€ํ•˜๊ณ  ๊ฐ€๊ฒฉ ์ฑ…์ •์„ ๋‹ค์‹œ ํ–ˆ๋‹ค.
โ€ข
์„œ๋น„์Šค ์ถœ์‹œ ํ›„ PDCA๋ฅผ ๊ณ„์†ํ•ด์„œ ์ง„ํ–‰ํ•œ ๊ฒฐ๊ณผ ์ง€๊ธˆ์€ ๊ธฐ์กด ๋น„์ฆˆ๋‹ˆ์Šค ๋ชจ๋ธ์„ ๋ณด์™„ํ•˜๋Š” ์—ญํ• ๋กœ์„œ ์ „์ฒด ๋งค์ถœ ์ƒ์Šน์— ๊ฒฌ์ธํ•˜๊ณ  ์žˆ๋‹ค. ์ถœ์‹œ ์ดํ›„ ๊ณ„์†ํ•ด์„œ Self-Service๋กœ์„œ๋Š” ๋‹จ์›” ์ตœ๋Œ€ ๋งค์ถœ ๋‹ฌ์„ฑํ•˜๋Š” ๋“ฑ ์„ฑ์žฅ์„ธ๊ฐ€ ์ข‹๊ธฐ ๋•Œ๋ฌธ์— ํ•˜์ด๋ธŒ๋ฆฌ๋“œ ์„ธ์ผ์ฆˆ ๋ชจ๋ธ์„ ๊ณ„์†ํ•ด์„œ ๋ฐœ์ „ํ•ด๋‚˜๊ฐ€๊ณ  ์žˆ๋‹ค.