How strategic design abilities address unmet value in service engagement strategies

Purpose – Engaging with customers and addressing unmet value have become increasingly challenging within multi-stakeholder environments of service innovation. Therefore, this paper aims to address this challenge by studying how strategic design abilities address unmet value in service engagement strategies. Design/methodology/approach – The...

A Methodology to Develop Agent-Based Models for Policy Design in Socio-Technical Systems Based on Qualitative Inquiry

Agent-based models (ABM) for policy design need to be grounded in empirical data. While many ABMs rely on quantitative data such as surveys, much empirical research in the social sciences is based on qualitative research methods such as interviews or observations that are hard to translate into a set of quantitative rules, leading to a gap in...

A virtual coach for low-literates to practice societal participation

This thesis presents the research, design, and evaluation of the learning support system VESSEL: Virtual Environment to Support the Societal participation Education of Low-literates. The project was started from the premise that people of low literacy in the Netherlands participate in society less often and less effectively than literate people...

The perioperative patient experience of hand and wrist surgical patients: An exploratory study using patient journey mapping

Patient-centred care is becoming more important in healthcare. The success of patient-centred care can be assessed by exploring the patient experience through a patient journey map. As the number of outpatient surgeries is increasing, it is important to reveal the specific characteristics of this type of surgery. The perioperative patient...

Investigating a theory of housing, ontological security and self-identity: A qualitative analysis of interview data in a multi-cultural Canadian city

Workshop 1. Session 1.1: Poverty and identity. Abstract: This paper reports the findings of a qualitative study investigating the utility of the theoretical constructs ‘ontological security’ and ‘self-identity’ for understanding the routinized, everyday experience of housing and home. In-depth interviews conducted with 16 households in two inner...