## 4 User-Centered Research Approach
### Results
#### 4.1.2 Phase 2: Case Studies for Service Design Guideline  
The aim of case studies is to study good practices of visual and experiential designs capable of leading and increasing civic engagement and awareness of the need to save energy. Criteria  
In order to identify case studies capable of meeting the experiential aims of civic engagement by providing realistic visual experiences, we contacted the Korea Institute of Design Promotion (KIDP), a non-profit organization for design support under the Ministry of Trade, Industry and Energy. Though there is no service design related to water scarcity, the design policy experts and staff of the KIDP recommended three service design cases for the public sector in Korea, all involving the design and management of public campaigns to reduce energy bills and raise awareness of the need to save energy. These studies explored (1) which visual elements were strategically designed to lead or motivate civic engagement to reduce energy usage and (2) which approaches and principles were applied to the design experience to increase people's engagement. 1. Redesigning an apartment energy bill ([[http://www.slideshare.net/sdnight/ss-30524771](http://www.slideshare.net/sdnight/ss-30524771)]([http://www.slideshare.net/sdnight/ss-30524771](http://www.slideshare.net/sdnight/ss-30524771))). This case concerned one of the first service designs for a utility service in Korea. It was conductedon an apartment town comprising 600 apartments in Bangbae Dong, Seoul, and its results were highly effective, reducing the total energy bills by 10%. Many redesigning projects graphically change a certain part of an energy bill; however, in this case, the designers and design researchers reduced the energy bill based on in-depth interviews with the community. This case study prompted other apartment towns to accept similar guidelines. 2. National Health Insurance Service ([[http://www.slideshare.net/usableweb/ss-16567992?related=1](http://www.slideshare.net/usableweb/ss-16567992?related=1)]([http://www.slideshare.net/usableweb/ss-16567992?related=1](http://www.slideshare.net/usableweb/ss-16567992?related=1))). This case involved redesigning a health check-up chart for the National Health Insurance Service at Ilsan, Myungji Hospital. The chart had been criticized for being difficult to read by people who were not medical doctors from specific areas. In other words, doctors in one medical center often struggled to understand examinations conducted in other medical centers. The redesigned check-up chart received a 95% satisfaction rating. 3. Changwon National Industrial complex. As foreign labor for industrial complexes has increased, many industrial safety accidents have occurred. To reduce safety accidents, which can also waste energy resources (e.g., in cases of hydrofluoric acid leaks), a user-centered approach was employed. The service design involved changing signage and installing pictograms for international laborers. This case was published online ([[http://economy.hankooki.com/lpage/industry/201504/e20150406173204120170.htm](http://economy.hankooki.com/lpage/industry/201504/e20150406173204120170.htm)]([http://economy.hankooki.com/lpage/industry/201504/e20150406173204120170.htm](http://economy.hankooki.com/lpage/industry/201504/e20150406173204120170.htm))). Process  
Secondary data of visual campaign were collected through online case design websites (www.designdb.com) and suggested website addresses. Thematic analysis was used to identify each case's key characteristics in relation to creating civic engagement experiences, reducing energy usage, and motivating people to do things they had not done before. Case Study Results  
Though all three cases were different, they shared similar characteristics in that all employed a user-centered approach to encourage people to reduce their energy usage or do things in which they had not previously been involved. Two themes emerged. 1. Easy readability. Most people were interested in their health conditions or how much they were charged on their utility bill.