Design of a reflective tool to integrate students’ context in Dutch language learning services (NLtraining use case)

Language is one of the most important factors that international citizens need to acquire when stablishing in a new country, it enables communication, widens opportunities in relation to academic and professional development (Geurts & Lubbers, 2017b), and provides a sense of belonging. Therefore, it is important to understand what enables...

Dreaming of the Travelers’ Experience in 2040: Exploring Governance Strategies and Their Consequences for Personal Mobility Systems

The boundaries between collective and individual transport are fading. Current solutions for payment and planning of trips are suboptimal for journeys that span across individual, collective and shared transport modalities. The discussion around these innovations often tends towards public authorities needing to strengthen their integrating role...

Trustworthy home pick-up service: Designing a positive experience, for first time users, during the handing-over moment of their hold-luggage

Due to the growing amount of air traveller in the coming decades, there is an increasing interest to improve the experience of the passengers. Especially travelling with hold-luggage is a big pain point and stress factor for passengers’. A new way of looking at this problem is providing a baggage pick-up and delivery service by independent...

Travel Avatar: A Personalised Digital Service for FlyCo Frequent Business Travellers

My move: A service design of moving experience for Ford commercial vehicle

This graduation project was initiated by ID StudioLab, in collaboration with Ford. The goals are to understand deeply about commercial vehicle users' needs especially by using contextmapping method and to design innovative service concept in the area of mobility. This project adopted double diamond service design process, including Discover,...

Consultancy+: the integrated training programme on customer experience innovation for organisations in transition

On the present day, corporate organisations want to change their product-focussed approach towards a customer experience focussed approach. This human- centred approach to innovation is called CX Innovation. CX Innovation gives corporate organisations a competitive advantage, but they struggle to implement CX Innovation in their organisation....

Empowering THA Patient to Proactively Manage Recovery Progress by Design

Next to a successful surgery, hospital aim to provide support to improve osteoarthritis patient experience for the complete treatment journey as a vision in next 3-5 years. The term “patient experience” is highly correlated with patient’s perception about their context, when a single or multiple personal events occurred alongside with the...

Design a service for online hospitality of TU Delft online education

Delft University of Technology is playing a leading role worldwide in the development of open and online education. The university started to offer online education since 2012 and in September 2015, the first 60 online students followed paid online courses. The university expected to accommodate two thousand paying online students in 2017. In...

How bol.com can improve its return policy to increase purchase intention and customer loyalty

This project was conducted on behalf of bol.com and as a graduation project for the master Strategic Product Design at Delft University of Technology. The goal of this project was to improve the customer experience of bol.com’s return policy. Research found that the Dutch online shopper is generally unsatisfied with the return policies of Dutch...

The Design of Smart Product-Service Systems (PSSs): An Exploration of Design Characteristics

Smart Product-Service Systems (Smart PSSs) integrate smart products and e-services into single solutions. Smart products make use of information and communication technology (ICT) to collect, process and produce information, while e-services are web portals, apps and means alike, which facilitate the communication between service providers and...

Journey Sneak Peek: Design of a passenger experience-driven inflight service concept for 2020

This masters’ thesis “Journey Sneak Peek: designing a passenger experience - driven inflight service concept for 2020” demonstrates an innovation process of using user experience insights as the main driving force to support the product-service development of Zodiac Aerospace. There are two main outcomes of this project. The first outcome is an...

Characteristics of Smart PSSs: Design Considerations for Value Creation

This article draws the attention of design academics and practitioners to a new type of market offering: Smart Product-Service Systems (Smart PSSs). Smart PSSs integrate smart products and e-services into single solutions, bringing the potential to create innovative interactions between consumers and providers. The article outlines six defining...

Distinctive Characteristics of Smart PSSs

Advances in technology have facilitated the integration of products and e-services into innovative solutions, Smart Product-Service Systems (PSSs). This paper discusses six distinctive characteristics of Smart PSSs that can be influenced by designers, and have an effect on the perceptions of consumers: Consumer empowerment, individualization of...

Service proposal for the future experience of driving

This thesis is the result of the challenging assignment: “design a product service system which creates value for the user in the future context of automated driving”. The goal was to find out from the user perspective what would create value for them in 2020. The Service Innovation Team (SIT), part of the Research group of Volkswagen AG,...

From different angles: Exploring and applying the design potential of video

Recent developments in both hardware and software have brought video within the scope of design students as a new visual design tool. Being more and more equipped with cameras, for example in their smartphones, and video editing programs on their computers, they are increasing using video to record their research activities or present their...

Engagement and Experience In Service Design: Development and Implementation of a New Service for the Prato Industrial District

This thesis was elaborated as part of a project developed for the Italian Chamber of Commerce of Prato, during a collaboration with the MIT-MEL. The final output of the project is the design of a strategy to support the Chamber of Commerce in the implementation of a new service to the district of Prato. Faced with current economical and social...

Making hospitals more hospitable: designing new coffee systems for the hospital context

Health Care is gaining attention in the public debate, because our greying society leads to ever increasing costs and includes a labour force that is not capable of dealing with the increasing amount of people that require health support. This development is putting pressure on society in economic, but also social terms. Privatization processes...

Innovation of the Schiphol Departure Hall Based on the Passenger Experience

Amsterdam Airport Schiphol (AAS) is the fifth largest airport in Europe. For all passengers departing from AAS, part of their journey takes place in the Schiphol departure hall. The assignment for this graduation project is the design of a new concept for Schiphol Departures 1 for 2020, based on the passenger‘s experience, leading to a higher...