# A Study on the Development of Tourist Support System Using ICT and Psychological Effects
## 4 History of the Development of a Sightseeing Support Application for Nikko
### Phase1: Increase Repeaters  
We performed research to develop sightseeing support information to increase tourists' satisfaction from 2014 to 2016 [44; 45; 46]. A survey of tourists' images of Nikko and verification of the effectiveness of using the app revealed that a large amount of information does not become effective to increase the number of tourists [47]. Therefore, we focused on the Zeigarnik Effect as a way  
Figure 4: BLE beacons on the street in Nikko (in a white dotted circle).  
Figure 5: Project flow.  
Figure 3: Delivering sightseeing information by BLE beacon.  
to evidence the charm of travel and constructed a cognitive model of travel (Figure 6). According to the research studies on the psychology of sightseeing, travel is divided into three stages, i.e., before the trip, during the trip, and after the trip [15].  
We extended this model based on the memory of a trip. A trip starts with expectations before the trip. If there is an element which has been \"forgotten\" or left a feeling of \"unsatisfaction\" in the awareness during the trip and in the memories after the trip, it will be kept long in the memory and trigger a revisit. Following this idea, our model of sightseeing has an \"unknown\" part. We used the Zeigarnik Effect to produce something \"forgotten\" or related with \"unsatisfaction\". The Zeigarnik Effect is a psychological effect. If a person received incomplete information, he/she retains an interest in that aspect. It is possible to increase satisfaction and expectation if the information is partially hidden. We used a quiz-rally application to evaluate the effectiveness of the Zeigarnik Effect. Some quizzes were presented near a sightseeing spot, and a tourist was able to check the answer at that point. If the quiz was difficult and unfinished, the related feeling of dissatisfaction promoted interest and memory. We checked the memory of the testers about the Nikko area four times just before the trial, just after the trial, one month after, and two months after.  
In 2016, from September to December, we had several trials. A total of 18 students cooperated to evaluate our cognitive model's effectiveness to increase the impression of Nikko. They walked from Nikko Station to Toshogu Shrine following our navigation application \"Nikko Kamen Navi\" by answering quizzes. Just after they finish sightseeing, we asked two questions.  
* Q1: the impression about the application (5 levels Likert scale)
* Q2: the impression of Nikko (5 levels Likert scale)  
Two months after, we asked them about the impression of Nikko by using the same questioner. We got 3 clusters by analysis of Q1 as follows.  
* Cluster 1 (n = 7) : appreciated sound, color, and expression
* Cluster 2 (n = 7) : appreciated overall impression and UX
* Cluster 3 (n = 4) : appreciated quiz contents and visibility of the map  
Table 1 shows the impression of Nikko on each cluster, the left side is just after the walking, and the right side is two months after. The bold font in the table means that the point was increased +0.5 or more two months after. The impression was emphasized in Cluster 3, who appreciated quiz contents. We can conclude that this is one of the pieces of evidence to prove the effectiveness of our cognitive model for sightseeing and the Zeigarnic Effect. We introduced the idea of the Zeigarnic Effect and our cognitive model to add an \"unknown part\" in the contents. A more detailed discussion is described in [45].  
Figure 6: Cognitive model for sightseeing.