Every child in the Netherlands should receive an equal opportunity to begin their life with the best possible prospects. The first 1000 days of a child’s life are of utmost importance in establishing a strong foundation for future development. Children may experience a disadvantageous beginning due to various factors such as exposure to smoking or stress (Ministerie van Volksgezondheid, 2018; Roseboom, 2018). To offer the best start also for children, the objective of this master thesis is to develop a digital tool that leverages the potential of big data to aid in the early identification and referrals of families living in vulnerable circumstances. The research initiative known as “Making Big Data Meaningful for a Promising Start” is funded by the Dutch research council known as Nederlandse Organisatie voor Wetenschappelijk Onderzoek (NWO), seeks to detect vulnerable situations at an earlier stage using predictive models that use existing large amounts of data (big data) to identify potential adverse outcomes for children. The prediction model has the potential to estimate the level of risk a family faces for experiencing a negative outcome in the future. In order to cater this model to the parents’ needs, various user-centred design methods were used. The approach of this project was first to understand the context of the first 1000 days and understand who is involved, how the current risk identification and referral works, and the experiences of the parents and the healthcare professionals. Literature research and qualitative research methods such as interviews and observations provided insights into the different perspectives of parents and healthcare professionals in this specific context. This approach led to identifying several significant needs that would guide the design direction for the future conceptual tool. These needs include trust, safety and self-esteem. Parents often face fear regarding the potential outcomes linked to revealing specific information, and they may also experience emotions like shame, guilt, or self-doubt when they believe they are incapable of adequately providing for their child. This may result in parents choosing not to disclose information, which can lead to delayed identification and potential referral. Once the underlying needs of parents were understood, the following phase involved creating together and exploring the solution space surrounding a digital tool. To achieve this, co-creation sessions were held with parents and healthcare professionals. During the co-creation sessions, several additional requirements emerged that were deemed essential for the conceptualization of the digital tool. Among these newly identified requirements was the consideration that if the tool incorporated a prediction model, it must not only identify risk but also offer actionable solutions and be implemented with repetitive use since circumstances can change over time. Through understanding and aligning the needs of parents, a final digital concept Advies Op Maat was designed. The concept allows parents to fill in their information in a sandbox environment, enabling them to try the tool before committing to sending the information to the healthcare professional. Based on the information filled in, parents can receive preliminary advice and choose whether they want to continue. By conducting moderated user testing, the experience of the digital concept was evaluated and explored. At the moment, a significant challenge in achieving trust and safety relates to the questions posed within the tool, which can be sensitive and confrontational for parents. At the conclusion of this project, iterations were made to address and improve these specific aspects to potentially use parts of the concept in the next phases of the research project of the “Big Data and a Promising Start” initiative.

Our society is built around a financial system that includes debt. It is a classic saying that anyone can end up in debt, but it is how we treat those with debt that defines their well-being. With the current financial system, we are prejudicing a part of society, making an already vulnerable group even more prone to debt. We have designed systems which are almost impossible for these people to navigate, making vulnerable groups overrepresented in private debt. These vulnerable groups are made out of intellectually disabled, illiterates, multi-lingualists and financially stressed people. The goal of this thesis is to lift the barriers drawn up in private debt, and to introduce an inclusive approach to debt collection for collector coeo incasso. During the analysis I will explore the private debt system as implemented by law. The debt trajectory is complex - privacy and new regulations make interventions difficult - leaving little design space. The typical debtor and the implications of debt on human well-being are perhaps even worse. We can find vulnerable groups making up more than half of debtors. These vulnerable groups then have to deal with the implications of debt, symptoms such as chronic stress and shame are common. This can even go as far as suicide. The effect of debt goes far beyond the wallet, it impacts every aspect of life. When looking at the current debt trajectory ats coeo incasso we see that there is room for improvements which may drastically reduce barriers for debtors. By slightly altering the current layout of a debt trajectory we can help debtors have a more stress free debt experience. The proposed interventions, on a service and interaction level, have to goal of lowering those barriers by making debtors feel acknowledged in their skills. By lowering these barriers we can now expect debtors to live a more stress free life. These practices will help anyone, not only vulnerable groups. By introducing these interventions we can expect coeo to fully align with their goal of being the most empathic debt collector again. Through these principles the debt trajectory can now be improved. New methods of communications, such as interpersonal communication, are introduced. New colalborations with municipal financial advisors are set up. But also the existing communication is redesigned. New letters in understandable language will be sent. Digital communication now includes important accessibility principles. By implementing these kind of design choices coeo can now offer a debt trajectory with lower barriers.

Clinical documentation takes up 40% of clinicians’ time. To ease the administrative burden of clinicians, digital scribes offer the potential to automate clinical note taking. Digital scribes are intelligent documentation softwares that combine automated speech recognition (ASR) and natural language processing (NLP). Digital scribes transcribe clinician-patient consultations and convert the conversation into structured clinical notes. Attendi, the client is developing a digital scribe for orthopedics: the Assistant. Hip arthrosis consultations have a well-structured anamnesis, therefore a promising use case for the digital scribe. This Master thesis investigates the clinician perspective of implementing the Assistant. Literature was reviewed to understand the problem space and the design implications of the enabling technologies. Core concepts in human-AI collaboration such as system transparency and human control were identified to design for hybrid documentation. Also, the perspectives of recording consultations were translated into values for hospitals, clinicians and patients. The findings lead to both mutual benefits and tensions for the clinician-patient relationship and obstacles for implementation. To contribute to developing the Assistant, user research was carried out in context by shadowing orthopedic surgeons to see their day-to-day workflow and understand the current cycle of clinical documentation. Several surgeons were interviewed to gain more in-depth views about the digital scribe. As synthesis, personas and journey maps were created both for a typical consultation cycle and a daily workflow. From the research phase, a list of user requirements were gathered in order to aid the design phase and future development. Finally, the envisioned user journey is presented in a service blueprint with the developed interface of the Assistant.

Introduction An assignment for Royal Schiphol Group, the project aimed to create a future vision that aligns all stakeholders towards a shared ambition to transform towards a multi modal hub as well as identify user needs that could facilitate new strategic initiatives for Schiphol group as a MMH. In order to create the future vision a trend analysis and co-creation workshop was conducted that resulted in insights such as; 1) Water Natives due to increase in water levels, redefined work culture due to remote workers and 3) isolation over socialisation. Stakeholders reacted to these trends which led to insights such as; 1) People will remain resilient, 2) congestion might increase if not dealt with properly and 3) the future is experience economy. Future Vision Based on the research, a future vision for RSG’s MMH was created that states, ‘‘By 2050, Schiphol Group should envision, a flex mobility ecosystem that adapts to situations and user needs resulting in an antifragile way of working. The goal is to create tailored services and seamless experiences for users and passengers. The ambition is achieved by increasing proactive collaboration, on time network performance, and decentralizing hub functions.’ Strategic Solutions The future vision can be achieved through strategic solutions such as; 1) Preparing change by creating a team of strategic advisors. 2) Proposing initiatives significant to transformation of a MME by creating a digital platform. 3) Facilitating change by creating a better experience for their users through pop up experiences. In the process learning and gathering new insights that could lead to expanding into new opportunity windows. These solutions perfectly fit RSG’s overall vision of having the most sustainable and high quality airports in Europe. It also allows RSG to implement multi modality correctly, anticipate the transformation of the mobility industry and design a user centred multi modal ecosystem.

CM.com is a conversational commerce company specialised in offering solutions in CPaas (Communication Platforms as a service). One of the industries to which they point their ‘software as a service’ is music event ticketing. With their General Admission (GA) Ticketing product, CM provides event organizers with a platform to set-up their ticket sales process, sell tickets, handle event registrations, communicate with visitors, and support other event logistics. The recent COVID-19 pandemic has had a significant effect on consumer behaviour related to music events and festivals. Event organizers must innovate in their offering to stay relevant to consumers within the overcrowded market. This has led to changes in organizer’s needs and priorities regarding their ticketing platform. CM needs to respond in their service offering to stay relevant in the market and fulfil their client’s needs. In combination with the desire to leverage the potential of their product portfolio better, CM seeks to identify new opportunities in the way their ticketing product is designed and delivered to their client. The project involves creating a holistic perspective of the project context and involved stakeholders through gathering extensive qualitative data, taking a service design perspective. The gathered information serves as fundamental knowledge to co-create towards a new strategic service proposition, combining user-research, industry trends and strategic competitive positioning with CM’s technological potential. The results conclude CM’s ticketing product should be developed towards “Facilitating the Easy creation of Rich & Effective omni-channel communication touchpoints for event organisers.” This proposition aims to facilitate organisers to adopt a progressive, data-driven approach to communication between organiser and consumer. Data allows for effectively targeting consumers in a personalized way, boosting the conversion of communication touchpoints. Working with this data proposition should be designed for non-data experts, making the workflow for the creation of data driven communication touchpoints as easy as possible. Ultimately, the proposition seeks to enable organizers to create more points of engagement between organiser and consumer over a rich array of channels and purposes, contributing to a unique and pleasant visitor experience. To deliver this value proposition to clients, three development stages must be completed. Firstly, the focus should be put on improving the fundamental functionalities through which organisers gain knowledge through data, whereafter its usability should be improved. Finally, the communication possibilities to improve the visitor experience should be enriched. The proposed final service proposition is concretized through UX-use cases, illustrating the proposed user-flow on an interaction level. Due to CM’s unfamiliarity with the design process and the different internal project teams working in silos, additional guidance is provided to embed the project outcomes effectively. The guidance in the shape of a visual overview describing the service proposition’s value in terms of desirability, viability, and feasibility aims to persuade company-wide value. However, this does not guarantee implementation within CM. Additionally, a “From Research to Development Guide” facilitates the product team to work towards the proposed service proposition with the created product materials, ensuring a user-centred process.

The accelerated digitalization of daily interactions, significantly influenced by the Covid-19 pandemic, has rendered the digital realm a fundamental aspect of life across generations. This shift has led to a transformation in digital asset management, ownership, and trade. The introduction of blockchain technology, especially non-fungible tokens (NFTs), has initiated a new era where digital items are capable of scarcity and uniqueness—attributes previously exclusive to physical luxury goods. In this light, the project investigates the convergence of blokchain technology with the luxury automotive sector, seeking to unlock the business potential for luxury Original Equipment Manufacturers (OEMs). Through creative trend research, emerging trends and developments have been identified, delineating the future landscape of luxury automotive. A strategic vision for luxury OEMs has been formulated, establishing a reference point for innovation and customer-centric product development. The project has pinpointed four products, each embodying the promise to resonate with the evolving values of luxury consumers and to propel business growth. These products are central to a structured roadmap, which is segmented into three strategic horizons, guiding towards the envisioned future. Each horizon encompasses specific goals, in harmony with the progression and integration of these digital products. The roadmap produced is a detailed blueprint for luxury automotive companies to contemplate the integration of blockchain technology with luxury experiences. The report concludes with an evaluation of the products and the roadmap by luxury automotive professionals, and suggestions for further research to refine the strategic approach. This comprehensive evaluation encapsulates the project’s full scope and its approach to aid luxury automotive towards more meaningful and superior digital experiences.

The societal and technical problems faced by low-income markets are increasingly seen as more complex due to environmental, social, and economic concerns. The enormous negative impacts of complex societal problems and the inability of designers to deal with complexity cannot be overcome without a paradigm shift in how we understand, engage with, and teach about such issues. In light of this challenge, one can pose the question, “What is the best approach to deal with a complex societal problem?”. A traditional approach to deal with a complex problem is to simplify it. Alternatively, as here, research may aim to provide a novel approach to handle complex societal problems, thereby embracing complexity. Thus, this thesis contends that embracing complexity represents a significant shift from the traditional design approach to a systems design approach for sustainable development. To help designers to bring about such a transition, the four main contributions provided in this doctoral research are: (I) Exploring the integration of systems thinking into design, particularly by adopting a systems design approach to sustainable energy solutions for low-income markets; (II) Extending the scope of product-service system design through the introduction of four major systems thinking tenets: a holistic perspective; a multilevel perspective; a pluralistic perspective; and complexity-handling capacity; (III) Proposing heuristic tools for the integration of systems thinking into design, which allows for developing new and strengthening existing systems design approaches; and, (IV) Increasing capacity building for a systems design approach to address complex societal problems through design education.@en

The impact of over-tourism on popular tourist destinations has become a major concern, affecting the environment, social dynamics, and local economies. This thesis, developed in collaboration with Withlocals, an innovative travel-tech firm dedicated to sustainability, explores opportunities for addressing this critical issue by redirecting tourist traffic to less-frequented areas. The main goal is to assess the feasibility of creating specific strategies that cater to the needs of customers, Withlocals, and society by using design tools and methods. The project involves in-depth research, both empirical and theoretical, supported by tools and premises of systemic design, behavioural design and strategic design. The research highlights: 1. The complexities of over-tourism and methods to mitigate it (Chapter 2). 2. The factors contributing to high tourist numbers (Chapter 3). 3. The motivations behind tourists visiting less-frequented areas and strategies to encourage this behaviour (Chapter 4). 4. The strategic positioning of Withlocals (Chapter 5). Building on these insights and a client-involving conceptualization process, the thesis proposes two actionable strategies for Withlocals: the shift to "Hallmark Experiences" framework, which promotes thematic exploration and provides diverse location and activity options, and the "Destination Education" and "Location Scorings" features, designed to enhance platform-based education and transparency regarding destinations and locations (Chapter 6). These proposals are designed to direct visitors’ focus towards learning about unique hallmarks rather than just traditional landmarks, cater to visitors' personal interests and address their information and confidence gaps, while expanding the range of points of visits. Hence, they are expected to encourage visits to less-frequented areas and, partially, alleviate spatial congestion. The proposals also aim to reinforce Withlocals' values of originality, storytelling, and knowledge, while aligning with their plans to enhance the personalization. Finally, these strategies offer additional potential benefits for Withlocals, including competitive differentiation, booking conversion optimization, and an enhanced brand perception. Significantly, to align with broader sustainability goals, these strategies must be complemented by robust growth and temporal congestion management measures, ensure the authentic representation of regional identities, obtain consent for tourism from local communities, and promote sustainable transportation options. Further steps should include validation with customers and hosts, evaluation of behaviour change effectiveness, and careful assessment of potential risks, such as increased operational complexity.

The impact of over-tourism on popular tourist destinations has become a major concern, affecting the environment, social dynamics, and local economies. This thesis, developed in collaboration with Withlocals, an innovative travel-tech firm dedicated to sustainability, explores opportunities for addressing this critical issue by redirecting tourist traffic to less-frequented areas. The main goal is to assess the feasibility of creating specific strategies that cater to the needs of customers, Withlocals, and society by using design tools and methods. The project involves in-depth research, both empirical and theoretical, supported by tools and premises of systemic design, behavioural design and strategic design. The research highlights: 1. The complexities of over-tourism and methods to mitigate it (Chapter 2). 2. The factors contributing to high tourist numbers (Chapter 3). 3. The motivations behind tourists visiting less-frequented areas and strategies to encourage this behaviour (Chapter 4). 4. The strategic positioning of Withlocals (Chapter 5). Building on these insights and a client-involving conceptualization process, the thesis proposes two actionable strategies for Withlocals: the shift to "Hallmark Experiences" framework, which promotes thematic exploration and provides diverse location and activity options, and the "Destination Education" and "Location Scorings" features, designed to enhance platform-based education and transparency regarding destinations and locations (Chapter 6). These proposals are designed to direct visitors’ focus towards learning about unique hallmarks rather than just traditional landmarks, cater to visitors' personal interests and address their information and confidence gaps, while expanding the range of points of visits. Hence, they are expected to encourage visits to less-frequented areas and, partially, alleviate spatial congestion. The proposals also aim to reinforce Withlocals' values of originality, storytelling, and knowledge, while aligning with their plans to enhance the personalization. Finally, these strategies offer additional potential benefits for Withlocals, including competitive differentiation, booking conversion optimization, and an enhanced brand perception. Significantly, to align with broader sustainability goals, these strategies must be complemented by robust growth and temporal congestion management measures, ensure the authentic representation of regional identities, obtain consent for tourism from local communities, and promote sustainable transportation options. Further steps should include validation with customers and hosts, evaluation of behaviour change effectiveness, and careful assessment of potential risks, such as increased operational complexity.

The healthcare industry is increasingly looking to technological solutions to enhance the efficiency and accuracy of patient interaction and medical data collection. This study investigates the development of a self-anamnesis platform designed to streamline the medical history-taking process. The importance of this topic lies in its potential to alleviate the administrative burdens on healthcare providers, improve patient care by enabling more informed consultations, and enhance the overall patient experience through acknowledgement and reassurance. Despite advancements in healthcare technology, there remains a gap in meeting patients’ desires for longer consultations, more extensive feedback, greater empathy, and the option of receiving care from home. This often results in inefficiencies and increased workloads for healthcare providers. The Erasmus Medical Center (EMC) has expressed interest in implementing an AI avatar to address these needs but is uncertain about the design and functionality it should have. The primary research question of this study is: How can an AI avatar-driven platform, designed to gather patients’ medical histories, be developed to ensure patient acceptance? The research employs a combination of literature review and practical implementation to develop and test the self-anamnesis platform. Key methods include conducting user interviews and tests to investigate patient preferences for the appearance and functionality of AI-driven avatars, designing the platform to be desirable for patients, viable for healthcare professionals, and feasible for software experts. Additionally, the research examines ethical considerations and integrates comprehensive data security measures. The core message of this research is that a well-designed self-anamnesis platform has the potential to significantly improve the efficiency of medical data collection. By addressing the challenges of integration, data security, and user accessibility, such a platform can reduce administrative workloads and facilitate better patient care. The study’s findings suggest that with the right technological and user-centered design considerations, the implementation of a self-anamnesis platform is both feasible and beneficial for modern healthcare systems.

The healthcare industry is increasingly looking to technological solutions to enhance the efficiency and accuracy of patient interaction and medical data collection. This study investigates the development of a self-anamnesis platform designed to streamline the medical history-taking process. The importance of this topic lies in its potential to alleviate the administrative burdens on healthcare providers, improve patient care by enabling more informed consultations, and enhance the overall patient experience through acknowledgement and reassurance. Despite advancements in healthcare technology, there remains a gap in meeting patients’ desires for longer consultations, more extensive feedback, greater empathy, and the option of receiving care from home. This often results in inefficiencies and increased workloads for healthcare providers. The Erasmus Medical Center (EMC) has expressed interest in implementing an AI avatar to address these needs but is uncertain about the design and functionality it should have. The primary research question of this study is: How can an AI avatar-driven platform, designed to gather patients’ medical histories, be developed to ensure patient acceptance? The research employs a combination of literature review and practical implementation to develop and test the self-anamnesis platform. Key methods include conducting user interviews and tests to investigate patient preferences for the appearance and functionality of AI-driven avatars, designing the platform to be desirable for patients, viable for healthcare professionals, and feasible for software experts. Additionally, the research examines ethical considerations and integrates comprehensive data security measures. The core message of this research is that a well-designed self-anamnesis platform has the potential to significantly improve the efficiency of medical data collection. By addressing the challenges of integration, data security, and user accessibility, such a platform can reduce administrative workloads and facilitate better patient care. The study’s findings suggest that with the right technological and user-centered design considerations, the implementation of a self-anamnesis platform is both feasible and beneficial for modern healthcare systems.

When working with the Youth Initiated Menter (YIM) approach, youth workers have to collaborate with an adult from the network of the youth. Starting to work with this YIM approach is not easy for youth workers. Codesign approach this project has looked into the experiences and struggles of youth workers in working with YIM. Based on the five personas were developed. For three personas two concepts were developed to support them in working with the YIM approach. One concept was a product, an interactive map. The other concept was a service, a YIM event.

This report describes the graduation project in collaboration with Total Design (TD), a creative agency specialised in Branding, Communications and Technology. The primary objective of this thesis is to enhance the internal collaboration between these three domains. To achieve this goal, the study explores the barriers to collaboration, using co-creation sessions with TD employees as a key method to gather insights. The process follows a general approach consisting of four phases, Exploring the Current Context, Reframing the Problem, Creating Opportunities to Improve Collaboration and Catalyse Synergy Creation at TD, each described in its dedicated chapter. Leveraging co-creation sessions and interviews with employees of TD, the study shows that the internal team’s focus is seen as the main barrier to multidisciplinary collaboration within TD. This focus stems from team-specific targets, that discourage collaborative efforts between teams and cause each team to prioritise their own proposition to clients. As a result, clients are unaware of other services offered by TD and employees under-utilise the expertise of their colleagues. This internal team focus comes from TD’s existing organisational structure. Therefore, a new organisational structure is proposed as the final solution for TD. The proposed organisational structure introduces dynamic, project-based teams that replace traditional, static teams, facilitating fluid cross-domain collaboration and enabling a more agile response to client needs. The expected positive impact of the final design for clients is a broader service offering and improved client satisfaction, and enhanced learning and innovation for employees of TD. The report concludes with recommendations for the adoption of the new structure and recommendations for future work. The first aim to mitigate the reorganisation’s potential challenges, like coordination & communication and a loss of team identity and include involving employees for successful implementation. The latter suggested areas for further research, including broadening the focus group, incorporating diverse research methodologies and conducting follow-up studies to assess the impact of the changes implemented. The findings provide valuable insights into employees’ perception of the current situation, the barriers to collaboration and the desire for engaging employees in decision making. To align with employee demands and enhance multidisciplinary collaboration, TD is recommended to transition towards the proposed organisational structure that facilitates dynamic project team configurations.