Designing a profitable reception service for PostNL

This graduation assignment was formulated with the idea in mind that PostNL would like to add a delivery service to their portfolio that enables them to build a direct payment relationship with the consumer. This delivery service should focus on the ‘reception’ part of a parcel delivery in which the consumer experience plays a major role. The...

Building collaboration towards a circular economy: A framework for systemic collaboration to accelerate the transition to a circular economy

Problem situation - Global population is expected to double its size in 2030 (EMF, 2013), so will global consumption. Resource scarcity and associated environmental impact has shown that the current way of conducting business is not sustainable (Bocken et al., 2014). A promising alternative is proposed; circular economy. This new economic system...

Shaping the self-service capstone for bol.com's online marketplace

Bol.com hosts an online marketplace for transactions of consumer goods offered by other collaborators. Collaborators choose to sell on bol.com, since they are the number one online retailer in the Netherlands and Belgium serving 6.2 million customers with 1 million visits per day. Focus is laid on enabling scalable network expansion of bol.com’s...

From emergency department to acute medical unit: Optimizing the patient experience journey by design

In the medical world the focus is shifting from a clinical perspective towards a user experience perspective. The Leids University Medical Centre has the vision to put the patient central. Therefore in this project the patient experience was optimized by design within the current Integral Patient Logistics Project at the Acute Medical Unit at...

Determining the process and added value of visual thinking by designing a service blueprint for visual design consultants

Our ancestors in prehistory already used visuals for communication. Their rock paintings were durable and therefore lasted longer than the regular oral stories that were passed on from generation to generation. Throughout history visuals have been used to communicate stories and knowledge. INK follows our ancestors in using visuals for...