Improving the Customer Experience

This project was executed for ING Bank, division Retail Banking Benelux, Sub-division ‘Mortgages and Leads’. Based on consequences resulting from the financial crisis there are several new regulations that will be implemented in 2013. One of these regulations is the Provision ban on mortgage advice. This change will affect customers in their...

Education in the processing industry: Designing new consultancy services

In this graduation project a new consultancy service has been developed for a company that traditionally offers educational services to their clients in the processing industry. By using Service Design methods such as the Service Blueprinting technique, insights were gained in current services and opportunities for new service design. In the...

Research and Strategic Design for a User-focused Product Comparison Website

This thesis describes the research and design done to develop a new method of online product comparison. The method is a proposed improvement over current product comparison websites. Well known Dutch examples of these are Beslist.nl and Kieskeurig.nl, which compare many different products, from TV’s to baby strollers. This sort of product...

Design at the Service Factory

The present research is about a case study of a project held in the Service Science Factory, an initiative of the Maastricht University School of Business and Economics for developing new service concepts. The objective of the research was to explore the contribution of design to service concept development. The analysis focused on exploring the...

Fostering design policy in emerging economies: The challenge of Centro Design Rio

Design research often falls victim to desires of describing an universal and perfect model of reality. The problem is that when one tries to describe a system (e.g. grassroots innovation methodologies) there is always a level of selection in considered factors. This selection alone, while logical and necessary, will prevent generalist and...

Innovation in routine infra maintenance: Stakeholder inspired service development

This report discusses the process that was used to redesign the service of routine infra maintenance. New governmental demands have led to new contract demands for infrastructure contracts. These new contracts require a new approach to infrastructure maintenance. Contractor bid's are no longer selected on a base of price only, but EMVI ...

From Commodity to Service: Transforming a Paper Brand into a new Category

This master thesis covers the creation of a strategy to move Hello Paper towards new categories.

Dynamic Branding for Airlines at Amsterdam Airport Schiphol

For Amsterdam Airport Schiphol (AAS) to become preferred airport in Europe, Schiphol Group constantly invests in innovation. Dynamic Branding, the topic of this graduation project, is one such innovation. It entails the exploration of means for airlines to identify themselves in a common-use check-in area in 2015. Common-use check-in implies...