Browsing by Author "Yoon, So-Yeon"

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    Assessing Spatial User Experience for Design Guidelines: A Comparative Study of Outpatient Waiting Rooms With Conventional Versus Modern Features
    (SAGE PUBLICATIONS INC, 2023) Julia-Nehme, Begona; Yoon, So-Yeon; Cumsille, Patricio; Rodriguez, Eugenio
    Objectives: Identify waiting room design features that are most appreciated by outpatients and their companions in conventional and modern waiting rooms. Evaluate if end users evaluate the environment differently from experts and in what aspects. Provide evidence-based design guidelines that orient designers and healthcare managers. Background: Built environments are relevant in patients' evaluation of overall healthcare service. For outpatients, waiting frequently consumes the largest amount of time; thus, waiting room interior design has great potential to enhance their experience. Methods: This study compares perceptions of two types of waiting rooms-conventional and modern-based on the spatial user experience (SUE) model. In the first stage of the study, we compared user evaluations of conventional waiting rooms (n = 137) and modern waiting rooms (n = 426) with respect to the eight SUE model dimensions using multigroup structural equation modeling. In the second stage, an expert ergonomist and two professional interior designers assessed both types of waiting rooms. Results: Results showed that modern waiting rooms were perceived to be significantly better in all SUE dimensions. We also found experts' evaluations were overall consistent with users' perceptions. Discrepancies were only found in temperature perception, signage evaluation, and spatial appreciation. Conclusions: Participants valued modern style waiting room features such as good quality signage, use of armchairs and sofas, a controlled environment, and decoration. We suggest involving end users in the design process to respond to their needs and promote a positive experience. Finally, we provide easy-to-adopt design guidelines to improve patients' waiting room experience.
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    Identifying Customer’s Emotional Responses Towards Guest Room Design by Using Facial Expression Recognition in Hotel’s Virtual and Real Environments
    (2019) Álvarez León, Iván; Julia Nehme, María Begoña; Yoon, So-Yeon
    It is well known that emotions play a key role in the customer experience in tourism. Measuring emotions can provide valuable information about customer’s perceptions regarding hotel spaces. The purpose of this study is to identify which type of hotel environment, Virtual or Real, is more effective in eliciting emotional responses from participants who are shown a scenario for the first time. Furthermore, this study aims to uncover which of the components of guestrooms, e.g., natural views to the outside or interiors are capable of triggering higher emotional responses. Two experiments were conducted to provide evidence, the first presented a Virtual Environment to participants via video, and while the second one was conducted in Real Environments of presidential suites. Emotional responses were analyzed using FaceReader software, a facial expression recognition system that identifies seven emotions, physiological arousal and pleasure. Results showed low overall mean intensity values of each emotion in both virtual and real environments. Nevertheless, significant differences in the maximum peak intensity values were found between virtual and real environments with intensity values being higher in the real guestroom. No significant differences were found in emotional responses to the views to the outside or views of the guestroom interiors.