Abstract

Along with the rapid application of new information technologies, the data-driven era is coming, and online consumption platforms are booming. However, massive user data have not been fully developed for design value, and the application of data-driven methods of requirement engineering needs to be further expanded. This study proposes a data-driven expectation prediction framework based on social exchange theory, which analyzes user expectations in the consumption process, and predicts improvement plans to assist designers make better design improvement. According to the classification and concept definition of social exchange resources, consumption exchange elements were divided into seven categories: money, commodity, services, information, value, emotion, and status, and based on these categories, two data-driven methods, namely, word frequency statistics and scale surveys, were combined to analyze user-generated data. Then, a mathematical expectation formula was used to expand user expectation prediction. Moreover, by calculating mathematical expectation, explicit and implicit expectations are distinguished to derive a reliable design improvement plan. To validate its feasibility and advantages, an illustrative example of CoCo Fresh Tea & Juice service system improvement design is further adopted. As an exploratory study, it is hoped that this study provides useful insights into the data mining process of consumption comment.