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 ...

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...

How to enable innovation consultancy firms influence on their clients strategic decision-making process

This master thesis provides a comprehensive study of the factors of actor's resistance to engage in the strategic decision-making process. These factors were studied through a qualitative analysis of six semi.structure interviews with consultants and consultancy clients. From these interviews a series of strategies for dealing with actors...

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...

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...

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...

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...

Blueprint for intervention: A Decision Support Model for transformation of Vacant Office Buildings in Amsterdam

GOAL – The goal of this research is to examine the possibility of a decision support model concerning intervention strategies of vacant office buildings in Amsterdam. This quick scan results in the best future function and intervention for a specific vacant office building. This DSM is based on the market, the location and the building analyses...

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....

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...

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...

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...

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...

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...

A strategy towards more Overgrown homes

When we look at all of the benefits of having houseplants around us, it is not hard to see why they have been around for ages already. However, over the past years they have seen a huge surge in popularity. The pandemic has been a big accelerator to this surge in popularity. This thesis was done for Overgrown Plantshop. This surge in popularity...

A blueprint to Monitor and Evaluate the impact of sustainability solutions in redevelopment projects of the public space: This research explores the possibilities for a system that monitors and evaluates the impact of sustainability solutions in redevelopment projects of the public space to identify the contribution to the stated sustainability ambitions

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...

LooS: co-producing youth mental healthcare

The increasing waiting times in youth mental health care pose a significant challenge, driven by a shortage of specialists and external factors that complicate diagnosis and prolong treatment. Shoshin, a multidisciplinary strategic design and innovation agency, has developed a solution known as the Fit Op Weg Poli (FOWP) to address this issue...