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首页> 外文会议>International conference on human-computer interaction;International conference on cross-cultural design >Mental Model Diagrams as a Design Tool for Improving Cross-cultural Dialogue Between the Service Providers and Customers: Case of the Chinese Restaurant Business in Milan
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Mental Model Diagrams as a Design Tool for Improving Cross-cultural Dialogue Between the Service Providers and Customers: Case of the Chinese Restaurant Business in Milan

机译：心理模型图作为改善服务提供商和客户之间的跨文化对话的设计工具：米兰中餐业务的案例

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摘要

The globalization facilitated the spread of different ethnic cultures in the migratory flows, and enacted coexistence issues within local environments. The Chinese community is one of the most important foreign groups in Milan, with notable involvement of the community members in the restaurant business. The aim of the research is investigating design potentials for cross-cultural environments and scenarios. We focus on Chino-Italian services in Italy, and on the investigation of the value elements framed by different cultural points of view, so to extract design hints for the improvement of the offered services, within a design for experience approach. Specific focus of this paper is verifying the potentials of application of a tool, Mental Model Diagrams, used in the design for experience field, for framing the described main goal. While discussing the different perspectives between the service providers and customers, as well as diverse groups of the customers, we present also an enhanced structure of MMD supporting a triangulation between three mayor schemes of mental models. Such diagrams showed as helpful in underlining the mismatch of the three clusters, the Chinese catering business people and their customers, identified as Italian and Chinese cultural groups. The paper provides also a discussion on extracted design hints from the diagram, underlining its potential as a communication and design tool.
机译：全球化促进了不同种族文化在移民潮中的传播，并在当地环境中提出了共存问题。华人社区是米兰最重要的外国团体之一，社区成员显着参与餐饮业。该研究的目的是调查跨文化环境和场景的设计潜力。我们专注于意大利的Chino-Italian服务，并研究不同文化观点所构架的价值要素，以便在“体验设计”方法下提取设计提示，以改善所提供的服务。本文的具体重点是验证用于经验领域的设计中的工具“心理模型图”的应用潜力，以便确定所描述的主要目标。在讨论服务提供商和客户以及不同客户群体之间的不同观点时，我们还介绍了MMD的增强结构，该结构支持心智模型的三个市长方案之间的三角剖分。这样的图表显示出有助于凸显中国餐饮业人士及其顾客（被识别为意大利和中国文化团体）这三个集群的不匹配。本文还讨论了从图中提取的设计提示，强调了其作为通信和设计工具的潜力。

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