Situs slot slot88 SLOT JP slot slot akun jp slot slot gacor slot gacor emon77 slot88 slot gacor akuntoto slot juaraslot88 emon77 slot88resmi emon77 slot TOTOSLOTJP slot slot slot gacor slot slot gacor data macau slot88 slot88 Situs toto data macau hari ini TOTO sakti123 toto slot situs toto toto slot Slot pontoto tarungtoto mahjong situs slot gacor situs toto situs toto KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO KIENTOTO LICIN4D PUCUK4D PASCOL4D PASCOL4D PASCOL4D PASCOL4D PASCOL4D kari4d kari4d PASCOL4D kari4d PASCOL4D PASCOL4D kari4d kari4d

Vol. 3 No. 2 (2025)
Articles

Understanding Client Approval Time Through Customer Journey Analysis in VR and Non-VR Interior Design Workflows

PDF
  • Satria Putra Pamungkas
Satria Putra Pamungkas
Institut Teknologi Bandung
DOI: https://doi.org/10.58229/jcsam.v3i2.442

Published 2025-12-20

How to Cite

Satria Putra Pamungkas. (2025). Understanding Client Approval Time Through Customer Journey Analysis in VR and Non-VR Interior Design Workflows. Journal of Consumer Studies and Applied Marketing, 3(2), 139–152. https://doi.org/10.58229/jcsam.v3i2.442

Abstract

Interior design results from repeated interactions between clients and designers, which often lead to approval delays that disrupt workflow, and reduce project efficiency. This study examines how such delays occur during the schematic design stage at Visial Studio by using Customer Journey Analysis (CJA) to compare VR and non-VR presentation methods. The study aims at establishing the causes of long client approval time which may result in delays in the timelines, inefficiencies and decreased client satisfaction.

This study introduces a novel application of CJA within the interior design context, especially in the schematic design phase. Although VR is widely discussed in design practice, no empirical work has examined how visualization tools shape the actual sequence of client-designer interactions. By reconstructing customer journeys through methodological triangulation of communication records, approval documents, and revision files, the analysis compares planned workflow expectations with the actual journey to reveal deviations and their causes.

The findings provide empirical insights into individual customer journeys and identify two additional types of delays, timing and iteration, extending the four deviation types originally defined by Halvorsrud et al. (2016).The analysis shows that delays are due to timing issues, while iteration reflects refinement rather than failure in interior design service delivery. VR presentations improved client understanding and decision clarity, eliminating failing touchpoints across all VR cases. Nevertheless, VR did not necessarily reduce the general schematic timeline. The speed of approval was still greatly dependent on external factors, such as the type of client, type of project, project size and readiness of the site.

Overall, this study demonstrates how CJA can reveal the mechanisms behind approval delays in interior design services and highlights the conditions under which VR can enhance, but not necessarily accelerate, schematic design workflows.

PDF

References

  1. Journal Article:
  2. Afacan, Y. (2015). Exploring the effectiveness of blended learning in interior design education. Innovations in Education and Teaching International, 53(5), 508–518. https://doi.org/10.1080/14703297.2015.1015595
  3. Anderson, B. G., Honey, P. L., & Dudek, M. T. (2007). Interior designer’s social compact: Key to the quest for professional status. Journal of Interior Design, 33(2), v.-xiii.doi: 10.1111/j.1939-1668. 2007.tb 00313.x https://doi.org/10.1111/j.1939-1668.2007.tb00313.x?urlappend=%3Futm_source%3Dresearchgate.net%26utm_medium%3Darticle
  4. Basso, A. (2017). Advantages, Critics and Paradoxes of Virtual Reality Applied to Digital Systems of Architectural Prefiguration, the Phenomenon of Virtual Migration. Proceedings, 1(9), 915. https://doi.org/10.3390/proceedings1090915
  5. Bitner, M.J., Ostrom, A.L. and Morgan, F.N. (2008), “Service blueprinting: a practical technique for service innovation” , California Management Review, Vol. 50 No. 3, pp. 66-94. https://www.cs.cmu.edu/~jhm/DMS%202011/Presentations/ServiceBlueprinting.pdf
  6. Cazacova, L., & Semlali, A. (2023). From Theory to Practice – Interior Design Education for More Sustainable Future. WSEAS TRANSACTIONS on ENVIRONMENT and DEVELOPMENT, 19, 1276–1283. https://doi.org/10.37394/232015.2023.19.115
  7. Clatworthy, S. (2011), “Service innovation through touch-points: development of an innovation toolkit for the first stages of new service development”, International Journal of Design, Vol. 5 No. 2, pp. 15-28. https://www.ijdesign.org/index.php/IJDesign/article/view/939/343
  8. Craig, A. B., Sherman, W. R., & Will, J. D. (2009). Applying Virtual Reality. Developing Virtual Reality Applications, 33–59. https://doi.org/10.1016/b978-0-12-374943-7.00002-1
  9. Gere, A., Bin Zulkarnain, A. H., Szak´ al, D., Feh´er, O., & K´ okai, Z. (2021). Virtual reality applications in food science. Current knowledge and prospects. Progress in Agricultural Engineering Sciences, 17(1), 3–14. https://doi.org/10.1556/446.2021.00015
  10. Guo, Q. (2017). Study on the improved interior design and application based on 3d technology and interactive experience of virtual furniture. Boletin Tecnico/Technical Bulletin, 55(19), 324-329. https://www.researchgate.net/journal/Boletin-Tecnico-Technical-Bulletin-0376-723X?_tp=eyJjb250ZXh0Ijp7ImZpcnN0UGFnZSI6InB1YmxpY2F0aW9uIiwicGFnZSI6InB1YmxpY2F0aW9uIn19
  11. Halvorsrud R, Kvale K, Følstad A (2016), "Improving service quality through customer journey analysis". Journal of Service Theory and Practice, Vol. 26 No. 6 pp. 840–867, doi: https://doi.org/10.1108/JSTP-05-2015-0111
  12. Halvorsrud, R., & Kvale, K. (2017). "Chapter 12: Strengthening customer relationships through Customer Journey Analysis". In Innovating for Trust. Cheltenham, UK: Edward Elgar Publishing. Retrieved Dec 27, 2025, from https://doi.org/10.4337/9781785369483.00021
  13. Hussain, A. (2025). Developing a Framework for Creating Virtual Reality (VR) in Architecture and Interior Design Processes. Journal of Innovative Research, 3(1), 74–81. https://doi.org/10.54536/jir.v3i1.4390
  14. Jarvenpaa Sirkka L., Noam Tractinsky, Lauri Saarinen, Consumer Trust in an Internet Store: a Cross-Cultural Validation, Journal of Computer-Mediated Communication, Volume 5, Issue 2, 1 December 1999, JCMC526, https://doi.org/10.1111/j.1083-6101.1999.tb00337.x
  15. Meggs, S. M., Greer, A., & Collins, S. (2012). Virtual Reality in Interior Design Education: Enhanced Outcomes Through Constructivist Engagement in Second Life. International Journal of Web-Based Learning and Teaching Technologies (IJWLTT), 7(1), 19-35. https://doi.org/10.4018/jwltt.2012010102
  16. Moody, D. (2009), “The ‘Physics’ of notations: toward a scientific basis for constructing visual notations in software engineering” , IEEE Transaction son Software Engineering, Vol. 35 No. 65, pp. 756-779. https://doi.org/10.1109/TSE.2009.67
  17. Mustapha, A. A. ., Mohamad, M. F. ., & Ahmad Noorhani, N. M. . (2021). A Framework of an Interior Design Work Delivery Process. International Journal of Sustainable Construction Engineering and Technology, 12(3), 322-332. https://publisher.uthm.edu.my/ojs/index.php/IJSCET/article/view/9942
  18. Sandström, S., B. Edvardsson, P. Kristensson and P. Magnusson (2008), ‘Value in use through service experience’, Managing Service Quality: An International Journal, 18 (2), 112–26. https://doi.org/10.1108/09604520810859184?urlappend=%3Futm_source%3Dresearchgate.net%26utm_medium%3Darticle
  19. Segelström, F.,and Holmlid, S.(2009) Visualizations as Tools for Research: Service Designers on Visualizations., Nordes 2009: Engaging Artifacts, 29 August - 01 September, The Oslo School of Architecture and Design, Oslo, Norway. https://doi.org/https://doi.org/10.21606/nordes.2009.016
  20. Trindade, N. V., Ferreira, A., & Pereira, J. M. (2023). Beyond the screen: Reshaping the workplace with virtual and augmented reality. arXiv preprint arXiv:2312.00408. https://doi.org/10.48550/arXiv.2312.00408
  21. Valipoor, S., Ahrentzen, S., Srinivasan, R., Akiely, F., Gopinadhan, J., & Okun, M. S., et al. (2022). The use of virtual reality to modify and personalize interior home features in Parkinson's disease. Experimental Gerontology, 159, 111702. https://doi.org/10.1016/j.exger.2022.111702
  22. Ververidis, D., Nikolopoulos, S., & Kompatsiaris, I. (2022). A review of collaborative virtual reality systems for the architecture, engineering, and construction industry. Architecture, 2(3), 476-496. https://doi.org/10.3390/architecture2030027
  23. Wang, P., Zhang, S., Billinghurst, M., Bai, X., He, W., Wang, S., Sun, M., & Zhang, X. (2020). A comprehensive survey of AR/MR-based co-design in manufacturing. Engineering with Computers, 36, 1715-1738. https://doi.org/10.1007/s00366-019-00792-3
  24. Zhang, Y., Liu, H., Zhao, M., & Al-Hussein, M. (2019). User-centered interior finishing material selection: an immersive virtual reality-based interactive approach. Automation in Construction, 106. https://doi.org/10.1016/j.autcon.2019.102884.
  25. Zhang, G., & Kou, X. (2021). Research and application of new media urban landscape design method based on 5G virtual reality. Journal of Intelligent and Fuzzy Systems(1), 1-9. https://doi.org/10.3233/JIFS-189836
  26. Zomerdijk, L.G. and Voss, C.A. (2011), NSD Processes and Practices in Experiential Services*. Journal of Product Innovation Management, 28: 63-80. https://doi.org/10.1111/j.1540-5885.2010.00781.x
  27. Book:
  28. Ambrose, G., & Harris, P. (2014). Design Thinking. Fairchild Books, Bloomsbury Publishing Plc.
  29. Dodsworth, S. and Anderson, S. (2015). The Fundamentals of Interior Design, Second Edition, Bloomsbury Publishing Plc. ISBN: PB:978-1-4725-2853-7
  30. Stickdorn, M. and J. Schneider (2011), This is Service Design Thinking: Basics–Tool–Cases, Hoboken, NJ: John Wiley & Sons.
  31. International Conference:
  32. Burdea, G. (1993, April 28). Virtual Reality Systems and Applications, Electro'93 International Conference, Short Course, Edison, New Jersey