本研究目的在於發展一個顧客需求導向產品設計之整合性策略。一個好的設計產品必須依靠顧客最終的評判，且必須滿足顧客實質上或情感上的需求。基於市場拉力的概念趨勢，設計顧客驅動的產品以最大化顧客的滿意度已成重要的議題，然而，目前的解決方案並不能有效論述顧客需求導向產品設計之動態，因此，有必要發展一個整合性策略，以輔助設計者進行有效之設計活動。
本研究所用之研究方法植基於產品功能性設計與感性設計所考量顧客需求之轉換機制，所提出的整合性設計策略明確定義兩種顧客需求的層次。第一種是功能性需求乃基於實質需求屬性，可運用品質機能展開予以映射至產品設計特性；第二種是感性需求乃基於情感性屬性，可運用感性工學方法予以映射至產品造形設計要素。整合性設計策略亦引用數個演算法以進行產品功能性設計與感性設計，對於感性設計而言，本研究採用數量化一類分析法探討產品設計要素與產品意象間的關係；對於功能性設計而言，本研究採用一個改編的層級分析程序方法，以評估顧客需求的權值函數，並使用正規化關係矩陣途徑，來協助決策顧客需求與設計特性的相對性重要程度。再者，運用逼近理想解排序法進行多準則決策之競爭力標竿設計分析，最終使用詮釋結構建模技術分析顧客需求的結構化關係圖，以增強設計者對於系統要素間互依關係之敏銳洞察能力。
本研究使用個人數位助理做為施行案例，以論證所發展之整合性策略與設計支援系統。為輔助設計者選擇一個適當的整合性設計策略，本文依據達成技術性績效或設計外觀的設計目標，確認出三種產品類別包含技術驅動產品、使用者驅動產品以及技術與使用者驅動產品。植基於評估產品之工業設計品質，定義出四項策略指標：功能性介面之品質、資源使用之適當性、感性訴求與產品差異化。策略指標可用於評估產品類別，據以確認特定產品之特性，因此，可找出適合該項產品之整合性策略。
經由驗證測試之分析結果顯示個人數位助理具有很高之感性訴求需求，因此其整合性策略應優先進行產品感性設計。在感性設計程序中，首先確認32個產品樣本包含9個設計要素與32個類目，並針對6對意象語彙施行意象評估實驗。從不同觀點之意象語彙分別定義為：方便的-困難的、休閒的-工作的、高貴的-低俗的、獨特的-普通的、親切的-冷漠的以及簡單的-複雜的。接續使用數量化一類分析意象預測模型，並以偏相關係數評比設計要素，以類目得點作為判斷類目影響產品意象程度之依據，各意象預測模型之複相關係數依序為0.903、0.728、0.829、0.889、0.929與0.826；再者，成對樣本t檢定之分析結果顯示全部之成對差異並不顯著，因此這些意象預測模型皆可視為有效。並依據類目得點建立個人數位助理之造形設計原則，因此，可得到六組最佳產品意象之設計要素組合，並以一項意象程度試驗得到驗證。此外，發展一套感性設計支援資訊系統，以協助設計者分析具體設計建議，藉由提供必要之設計參數，能為特定設計特徵或造形要素之產品建立有效之意象預測模型。
在個人數位助理之功能性設計程序中，首先從多種來源中萃取出10項顧客需求與9項設計特性以及其相關之特性值，並建構正規化關係矩陣、相關矩陣與計畫矩陣，以評估設計特性之重要度，該項結果能顯示設計特性影響顧客滿意之層級；再者，建立顧客需求對於全部設計特性之相對性整體關係，以輔助設計者釐清顧客需求影響設計特性的程度。此外，建立一套植基於設計準則並能產生概念設計方案的原型系統，並使用逼近理想解排序法為四個設計方案（DA1~DA4）與一個競爭者方案（DA5）進行競爭力標竿分析，結果顯示設計方案DA3具有距離正理想解最近之距離（0.574），因此被選擇做進一步的細部設計，這項標竿分析將有助於改善設計方案對於顧客需求的敏感性，因此，可引導設計者藉由不斷改善設計特性的方式以達到更佳的設計解決。最終運用詮釋結構建模技術作為品質機能展開之延伸，用以處理顧客需求間的互依性，將可釐清需求間結構化的關係。首先建構相鄰矩陣與可到達矩陣以定義結構圖，將可輔助設計者釐清設計入口如R12、R14與R25等要素、設計出口如R11、R21、R22、R23、R24與R31等要素，以及獨立要素如要素R13。並進行層級劃分以釐清要素在階層結構上的位置，本研究亦依據要素之驅動力與附屬力屬性進行聚集分析，分析結果顯示附屬力強但驅動力弱的要素可成為設計出口；驅動力強但附屬力弱的要素，則可成為設計出口；而驅動力與附屬力皆弱的要素，則常成為自主性或獨立性要素。
最終，施行一項整合性策略之驗證實驗，結果顯示個人數位助理之設計應考量主要的產品感性設計，其次是次要的產品功能性設計。本研究雖然使用個人數位助理做為論述與驗證案例，所提之整合性策略也可被推廣至其他具有不同設計要素與顧客需求產品的設計應用上。

This study work aims to develop an integrated strategy for customer requirement oriented product design. A well-designed product must depend on the ultimate judgment of customers and should satisfy customers’ practical or emotional requirements. Based on the market-pull concept trend, it is a critical issue to design customer-driven products to maximize customer satisfaction. However, current solutions cannot effectively address the dynamics in customer requirement oriented product design. Thus, an integrated strategy needs to be developed to help designers effectively engage in design activities.
The research methodologies used in this study are based on the transformation mechanism for customer requirements from the product functional design and affective design aspects. The proposed integrated strategy defines two levels of customer requirements. First, the functional requirements based on the practical demanding attributes can be mapped into product design characteristics using Quality Function Deployment (QFD). Second, the affective requirements based on the emotional attributes can be transformed into product form design elements using Kansei Engineering (KE). The proposed integrated strategy also introduces several algorithms to conduct product functional design and affective design. For the affective design, this study applied Quantification Theory Type I (QTTI) to investigate the relationships between design elements and product images. For the functional design, this study applied an adapted Analytic Hierarchy Process (AHP) approach to assess the weighting functions of customer requirements and employed a normalized relationship matrix approach to determine the relative importance degree of customer requirements and design characteristics. Furthermore, a competitive benchmarking design was performed for a multiple criteria decision-making process of design alternatives by the Technique for Order Preference by Similarity to the Ideal Solution (TOPSIS). Finally, a structural relational map of customer requirements was analyzed using Interpretive Structural Modeling (ISM) technique to help designers obtain keen insight into interdependent relationships among systematic elements.
The personal digital assistant (PDA) was used as an illustrated example to demonstrate the effectiveness of the proposed integrated strategy and design support information systems. To assist designer in choosing an appropriate integrated design strategy, three types of product category consisting of technology-driven products, user-driven products, and technology-and-user-driven products were identified according to the design goal of achieving technological performance or designing the exterior. Based upon the assessing the quality of industrial design for a finished product, four strategic dimensions were defined as SD1: ‘quality of functional interface’, SD2: ‘appropriate use of resources’, SD3: ‘emotional appeal’, and SD4: ‘product differentiation’. The strategic dimensions can be used to evaluate product category, to identify the characteristics of a specific product, and thus to find out an appropriate integrated strategy for that product.
The analytical results of a validation test indicate that the integrated strategy for the PDA design should first conduct product affective design for its high demands on emotional appeal. In the affective design process, a image evaluation experiment was conducted to measure 32 samples with nine design elements and 32 categories against six image word pairs, i.e. ‘Convenient-Difficult’, ‘Leisure-Formal’, ‘Noble-Vulgar’, ‘Special-Usual’, ‘Kindly-Indifferent’, and ‘Simple-Complex’ from various aspect. The image prediction models were obtained using the analysis of QTTI. The partial correlation coefficients were used to rank the design elements and category scores used to indicate the impact degree of categories on a product image. The multiple correlation coefficients of each image prediction model were also identified as 0.903 (‘C-D’), 0.728 (‘L-F’), 0.829 (‘N-V’), 0.889 (‘S-U’), 0.929 (‘K-I’), and 0.826 (‘S-C’). The results of a paired-samples t-test indicate that all the paired differences are not significant and therefore the models can be regarded as valid. The principles of PDA form design were characterized according to the category scores of design elements. Therefore, six optimal combinations of design elements for the corresponding six image word pairs were obtained and validated by an image degree test. Furthermore, a Kansei Design Support Information System (KDSIS) was developed to assist designers in analyzing embodied design suggestions and establish image prediction models for a particular product design features or form elements by providing some required design parameters.
In the functional design process for the PDA, 10 customer requirements and nine design characteristics and their associated alternative values were extracted from a variety of sources. The normalized relationship matrix, correlation matrix, and planning matrix were also constructed to evaluate the importance degree of design characteristic, and the results can indicate the impact of that design characteristic on customer satisfaction level. The relative overall relationships of customer requirements to all design characteristics were establish to help designers to clarify the influence of a specific customer requirement on all design characteristics. Moreover, a prototyping system for the generation of conceptual design alternatives based on the identified design criteria was created. A TOPSIS procedure for competitive benchmarking analysis of five PDA design alternatives including DA1~DA4 and a competitor DA5 was performed. The results showed that the design alternative DA3 has the shortest distance (0.574) to the positive ideal solution and thus is selected for further detailed design. This benchmarking analysis can improve the sensitivity of design alternatives to customer requirements, and therefore leads designers to continuously improve design characteristics to achieve a better design solution. Finally, the ISM technique as an extension of QFD is used to tackle the interdependency of customer requirements so as to clarify their structural relationships. The adjacency matrix and reachability matrix of customer requirements were constructed to determine the structural map that helps designers to identify design entries (R12, R14 and R25), design exits (R11, R21, R22, R23, R24 and R31), and also the independent objective (R13). A level partitioning is also conducted in order to classify the elements into different levels of a hierarchical structure. This study also categorizes customer requirements into four clusters based on their driver power and dependence power attributes. The analytical results indicate that an element with strong dependence power but weak driver power might have higher level and become a design exit. An element with strong driver power but weak dependence might have lower level and become a design entry. However, an autonomous or independent element usually possesses weak dependence and weak driver power.
Finally, a validation test in terms of strategic dimensions was performed for the integrated strategy. The results indicate that the PDA design should consider the dominant product affective design, and the following sub-dominant product functional design. Although this study uses the PDA for illustration and validation purposes, the proposed integrated strategy is also applicable to other products with various design elements and customer requirements.

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