디지털 탄소 여정 맵 제안

Abstract

The Korean government and companies are adopting a digital-based approach to achieve carbon neutrality by transforming their industrial structure (i.e. digital transformation). However, as the demand for contactless online services increases, so does the level of network and data usage, leading to a rapid rise in overall carbon emissions within the service environment. To mitigate these emissions, it is essential to incorporate an environmental perspective into the service provision environment. Given the limited amount of existing scholarly research on the environmental impacts of service improvement tools, this study proposes a toolkit for visualizing carbon emissions associated with customer usage. Specifically, a 'digital carbon journey map' is proposed, which integrates carbon emissions into the existing 'customer journey map'. This proposed framework enables a comprehensive analysis of services, taking into account both environmental considerations and customer satisfaction. Its objective is to provide a guidance for future eco-friendly service design and implementation.