Mechanics@Home: Designing an optimised user-centric service for PostNL's XL parcel delivery

This graduation project is carried out for PostNL's XL parcel delivery. PostNL is one of the biggest delivery companies in the Netherlands and one of their departments takes care of XL parcel delivery. This department is called Extra@Home. XL parcels can be seen as non-regular parcels, meaning odd sizes or weights. For Extra@Home, the XL parcel...

Data fuelling Scania's future business

Scania is a Swedish manufacturer of trucks, busses and marine engines. With more than a hundred years of manufacturing experience Scania has built a track record of highly reliable and energy efficient trucks. Over the years Scania has been expanding its offering with maintenance services and later with data driven services to assist their...

Delivery! Co-designing luggage services

Amsterdam Airport Schiphol suffers from capacity problems during peak travel seasons and times. 'Luggage services' are a recently emerged, promising innovation that could possibly help with easing luggage congestion at the airport. Consequently, Schiphol has shown interest in luggage services, but research knowledge on possible target group of...

Shaping KLM X-Flights: Creating co-design with cabin crew, passengers and startups in the airline industry, to facilitate test flights

The identified problem KLM has, is a knowledge gap between KLM employees in middle and higher management and KLM’s frontline staff (FLS). New ideas or processes are created at KLM’s headquarters by ‘thinkers’, while these new ideas or processes need to be executed and iterated by front live staff, ‘do-ers’. By involving startups in their...

Design of a seamless shower service experience for the new KLM Crown Lounge

The showers are one of the facilities offered by KLM in their Crown Lounge at Schiphol Airport. This service is offered to KLM and its partners’ most loyal customers, passengers that departure from or transfer at Schiphol Airport and are a KLM or SkyTeam Business Class passenger, Flying Blue Platinum or Gold member or SkyTeam Elite Plus-member....

Transforming product oriented businesses towards service providers: A case study of service design at Siemens Cranes

Although in a service economy a large portion of the gross domestic product is the result of rendered services, some sectors or business clusters are only lately witnessing the emergence of service provisioning in their industries. In the case of Siemens Cranes, which primary focusses on large crane projects and the sale of electrical subsystems...

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...