เทคโนโลยีเพื่อสร้างระบบสนับสนุนการตัดสินใจในการตรวจสอบ กระเป๋าของแท้ด้วยตนเอง

Abstract

To verify the authenticity of luxury bag products is to be inspected not only by in-hard inspection by product specialist, but also can be done by sending images of the product to service providers via Line Official Account channel which has increasing popularity among clients from its convenience of not having to deliver product to inspector’s hand. Although the method has its own benefits most of the users struggle with communication problems between clients and service persons from having to take photos of the product according to the image guideline which explains the process clearly but still unorganized. Sometimes the guideline creates confusion to the users that make them submit not enough photos for the inspection. The uncertainty of using the services also includes no job order priority, task que, and decline to inspector. This creates negative experiences for clients and sometimes costs more time than delivering an actual product to the inspector at the shop because of the back-and-forth communication between both parties resulting in clients refusing to use the service in the end. The study will present the redesign of the service experiences using digital transformation on design and produce new self-service technology that will help users create order and get access to service without direct contact with service staff and use less chat messenger by using fill-in the blank user interface design according to inspector’s requirement without ignoring a channel to contact back to client in case of additional information request. User roles are added to the system in order to create a level of authority between staff. This will reduce the pressure of having less confidence in identifying the product in new staff members. The inspector will only give suggestions to the result, the approver that has higher experiences will be the person to approve the result from the information and opinion provided. The result will now be delivered to the client automatically. The research result found that a group of sample clients are satisfied with overall new service experiences from 34% to 59.4% from 20 client interviews. Most of them are satisfied with the faster process from self-service process and auto result delivered without staff handling. A group of service staff are also satisfied with overall new management system experiences from 35.6% to 72.8% from 5 member’s interviews.