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제 목 [언론보도/중앙일보] “서비스경험디자인으로 코로나 시대 새로운 교육 패러다임에 도전할 것”
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이화여대 디자인과 학생들과 직접 만들어 본 비대면 코크리에이션 상황의 사용자 여정지도

이화여대 디자인과 학생들과 직접 만들어 본 비대면 코크리에이션 상황의 사용자 여정지도

2004년에 창립한 직무역량개발 교육전문회사 ㈜이나우스아카데미는 맞춤형 기업교육, 공개교육, 온라인 교육을 운영해오고 있다.  
 
고용노동부 지정 전문교육기관으로서 회계 실무 교육을 시작으로 경영 분야의 교육을 운영하고 있고, 약 15년간 국내 중견기업, 대기업은 물론, 청년 취업, 재취업, 경력단절자를 위한 취업아카데미 교육과정 또한 다년 간 진행해오고 있다.  
 
특히, 지역사회공헌 활동의 일환으로 사회적 약자 대상으로 주간에는 직무 교육 과정을 운영하고 야간에는 취미 활동이나 자기계발 교육을 지속적으로 운영해오고 있다. ㈜이나우스아카데미 서동혁 대표이사와 ㈜하해호 팽한솔 대표이사를 만나봤다.
 
한국디자인진흥원의 사회적기업 디자인지원사업에 참여하고 있는데 참여 동기는?
(서동혁 대표) 코로나19 사태가 발발하기 전까지는 기존 방식대로 직무, 역량 교육을 중심으로 운영해오고 있었다. 하지만, 코로나19 사태가 터지면서 현장 오프라인 교육의 한계를 느끼게 되었고, 국내 기업대상 교육이 현 시대적 상황에 전혀 대안책이 없다는 부분에서 새로운 교육방식의 필요성을 느끼게 되었다. 이나우스아카데미는 연간 150개 이상의 교육 과정을 자체 교육장에서 운영을 하고 있었고, 그 외에도 외부에서 별도로 위탁 받아 운영하는 교육 과정이 연 50개가 있었다. 하지만 사실상 그 모든 것들이 중단이 되다싶이 한 상황이다.
 
이런 상황에서 한국디자인진흥원의 사회적기업 디자인지원사업에 참여하면서 기대했던 것은 ‘새로운 실험’의 기회다. 비대면 상황에서 새로운 미디어를 활용한 실시간 교육이나 구독형 서비스를 교육과정에 접목해서 구독형 교육 프로그램을 제공하는 등 새로운 실험이나 아이디어를 구현해볼 수 있는 기회라고 생각한다.
 
또한 그동안 기업 대상 역량강화 교육 사업을 진행하면서 디자인씽킹 관련 교육에 대한 요구가 늘어나고 있고, 서비스경험디자인에 대한 전문적 역량을 갖추고자 한다는 것을 새롭게 발견하게 되었다. 서비스디자인 전문가 그룹과의 합작으로 새로운 교육 비즈니스 시장에 진출 전 비즈니스 모델에 대한 수요자 대상 평가를 진행하면 좋을 것 같다는 데까지 생각에 이르렀다.  
 
서비스경험디자인이 사회적 문제를 해결하는데 중요한 역할을 하고 있음을 알게 되었고, 이나우스아카데미의 교육노하우를 접목하여 서비스경험디자인 시장을 더욱 성장시켜 발전된 사회를 만드는데 기여하고자 한다.  
 
구체적으로 뉴미디어 서비스경험디자인 교육은 어떻게 만들어지고 있나?
(팽한솔 대표) 모두에게 아직 어색한 비대면 상황의 새로운 코크리에이션 교육을 만들어 내고 있다보니, 계속해서 프로토타입 테스트를 반복하고 있다. 기존에 존재하는 서비스였다면 서비스를 리서치하고 페인포인트를 발견해서 개선하는 형태로 가겠지만, 새로운 상황에서 없던 것을 만드는 형태이기 때문에 작은 상황이라도 직접 느끼고 체험해보면서 만들어야 한다.  
이나우스아카데미 공개교육 현장

이나우스아카데미 공개교육 현장

 
서비스경험디자인, 디자인씽킹과 같은 창의 영역의 방법론은 이론적으로 정의되어 있기는 하지만, 그것을 비대면 툴로 뉴미디어 온라인 방법론을 가지고 어떻게 적용할 것인가에 대한 작업을 고도화하는 중이다. 현존하는 협업 툴이란 툴은 다 사용해보고 있다. 협업 툴과 비대면 솔루션 툴을 쓰다 보니, 장단점이 극명하게 나뉘는 것을 발견하게 되었다.  
 
‘새롭고 신기한 기술을 활용한 교육이다’라는 것보다 ‘이 사람이 이걸 배워야 하는 그 시점에 어떤 감정으로 이 교육서비스를 경험하게 되는 지’에 대한 면밀한 관찰이 필요하다는 생각으로 임하고 있다. 그렇기 때문에 직접 수요 대상자들과의 체험과 커뮤니케이션이 중요하다고 생각한다.
 
수요자 조사는 어떻게 진행되었나?
(팽한솔 대표) 대상자 선정을 할 때, 예비디자이너와 비디자이너그룹을 찾아야 했는데 예비디자이너 그룹으로는 비대면 수업을 경험해본 디자인과 대학생들이 적합할 것이라 생각했다. 지난 학기부터 비대면으로 디자인씽킹 교육을 받고 있는 예비 디자이너 15명을 선정했고, 한 달 간 워크숍을 진행하면서 계속해서 주제를 주고, 그에 맞는 아웃풋을 만들어내는 경험을 하게 했다. 그 가운데 어떤 감정을 느꼈고, 어떤 문제들이 있었는 지를 파악할 수 있었다.  
 
지금은 두번째 학기에 접어들면서 학생들이 경험하는 양상이 또 많이 달라졌다는 것을 느끼고 있다. 그 친구들이 매번 뭘 느꼈고, 페인포인트는 어떤 것들이 있는 지 기록하게 했다. 예를 들면, 비대면으로 코크리에이션 팀 프로젝트를 하는 전체 상황을 여정 지도로 만들어봤다. 다양한 협업 코크리에이션 툴을 사용해 보고 있는데 그중 하나는 화상 통화와 작업이 동시에 이루어질 수 있고, 다양한 서비스경험디자인 템플릿이 주어져서 협업에 더 적합하다는 예비디자이너들의 피드백을 받았다.  
 
현재 그 툴을 활용해서 비대면 뉴미디어 코크리에이션 경험에 대한 여정 지도를 그리는 작업을 하고 있다. 재미있게 발견하고 있는 것은 오프라인 서비스의 여정지도에 비해 온라인 서비스의 경험 여정지도를 그릴 때 사용자들의 감정변화의 순간이나 스펙트럼이 디테일하고 다양하다는 점이다.  
 
구독형 교육서비스는 어떤 내용의 서비스인가?
(서동혁 대표) 구독형 뉴미디어 교육서비스에 대해서는 계속 논의 중이다. 우선, 세무, 회계와 같이 학문의 흐름이 정해져 있는 분야에서부터 시작해 보려고 한다. 세무나 회계는 법이나 규정이 수시로 바뀌고 연말 연초에 특히 많이 바뀐다. 지금까지는 세무사, 회계사가 교수자가 되어 바뀐 내용에 대해 추가 교육하는 방식이었다면, 앞으로는 바뀐 내용만 별도로 컨텐츠화해서 구독형 서비스로 제공하는 방안을 생각하고 있다. 내년 2월까지는 포로토타입을 만들어낼 수 있을 것으로 예상하고 있다.  
 
앞으로의 계획은?

(팽한솔 대표) 현재 이나우스아카데미 교육 프로그램 중 특성이 다른 몇 가지의 교육 프로그램을 선정해 100% 비대면으로 진행해 보고 있고, 비디자이너 대상으로 비대면 코크리에이션 웨비나도 준비하고 있다. 교육 기반 커뮤니티 플랫폼을 구축하는 장기적인 목표도 갖고 있다.  
 
이렇게 시기적으로 필요한 때에 정부 지원을 받아 시장에 대한 두려움을 조금 내려놓고, 디자이너로서 마음껏 역량을 펼쳐 시장에 필요한 서비스를 계속 만들어나갈 계획이다.
 
한편, 사회적기업 디자인지원사업은 2019년부터 산업통상자원부와 한국디자인진흥원이 주관하는 정부지원사업으로서 디자인 주도로 혁신적인 사회적 비즈니스모델을 개발하고자 하는 기업에게 서비스디자인 전문가 그룹의 디자인 컨설팅, 디자인 인력 매칭, 사업비를 지원하며, 현재까지 총 81개사를 선정하여 지원해오고 있다.
 
 
온라인 중앙일보 [중앙일보] 입력 2020.11.26 16:42

[출처: 중앙일보] “서비스경험디자인으로 코로나 시대 새로운 교육 패러다임에 도전할 것”
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