Designing Opportunities for Dealing with Financial Debt: A User-Centered Design Approach

Uitvoeringsinstituut Werknemersverzekeringen (UWV) is a Dutch government organisation that assists Dutch citizens who are unemployed or unable to work by finding employment and by providing benefits. <br/><br/>For various reasons, it can happen that a client is overpaid and needs to repay the excess amount to UWV. If the excess amount cannot...

A new role for the court: Activating, informing and guiding defendants for an accessible and understandable subdistrict judge

Every Dutch person has to deal with the court on average once in his life. There is a good chance that if this happens, you will have to deal with the subdistrict judge. In The Netherlands, this judge is the most accessible form for justice in (legal) conflicts. The subdistrict judge is relatively cheap, fast and deals with a big range of topics...

Design for Leave-taking: Research and design for leave-taking experience in an aviation context

This research project focuses on understanding and improving the leave-taking experience in KLM Royal Dutch Airlines. The main focus was to explore how KLM HR can provide a better leave-taking experience for employees and managers. The study started with literature review, followed by context-mapping methodology as the main methogs. The findings...

Designing a customer board to co-create the future of citizenM

This thesis represents the result of a graduation project for the Master Strategic Product Design at the Delft University of Technology carried out in collaboration with citizenM. citizenM is a Netherlands based hotel chain and offers an affordable luxury lifestyle...

Co-designing the distribution network operator’s customer service for energy collectives

In the Netherlands more and more groups of volunteers are formed who collectively establish sustainable energy producing initiatives. The customer needs of these so-called sustainable energy collectives are unlike any other customer groups of distribution network operator Stedin. Their applications for grid connections often require case...

WeVlie: “A Service concept to promote connection between generations as a means to create strong and sustainable communities”

The province of Friesland, financially supported by the European union, is currently seeking innovative solutions to generate a creative ground for new opportunities, above all for young people that are prone to move away from the region. In this graduation project new ways of citizen participations are explored and a design solution to this...

Xperience the CITY: How to Design a Service for Air-Traveling from a Co-Creating Perspective – A Case Study for Athens, Greece & Amsterdam, Netherlands

Involving a wide range of stakeholders, both on private and public sector, the Tourism Supply Chain consists a network of tourism organizations engaged in information, combination and travel arrangement services provision . It is not only about the supply of tourism products and services but also the marketing of those as well as the creation of...

Towards a Value Perspective: The introduction of Co-active Service Delivery at Microsoft Premier Support

This master thesis shows the results of intensive research at Microsoft B.V. at the department Premier Support. Premier Support is a relationship service with the goal to improve the customer IT health. Together with technical experts they can offer enterprises support on solving issues or providing health checks. To keep customers interested in...