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. However, in practice, questions can be put about the actual accessibility. Currently, defendants often do not take action when receiving a summons, appear at the wrong moment at the court or have wrong expectations of the subdistrict judge. As a result, there is a good chance that legal processes escalate unnecessarily and that defendants do not receive the right help for underlying problems. All these aspects ensure that the court cannot properly provide its core service: provide justice. Traditionally, the court can be seen as a wise old man on a hill, waiting for people on the top. However, waiting for the arrival of defendants at the court is often too late. Therefore, the court needs to take up an active role in activating, informing and guiding defendants before going to court. Precisely because of the neutral position of the court, the court should create a level playing field: offer equal access to all people. This new role should take shape by extending the service of the court with three new touchpoints: A visual leaflet as a neutral starting point, An online environment to experience the court in advance and An online and physical helpdesk for human guidance and questions. Hereby, the first session in court (roll session) can be changed to a more personal setting, without the formality and expectations of an actual judge. In this way, the roll session becomes a session fitting to its content: a qualitative moment for verbal responses. After implementing the service, more defendants are expected to take a right legal decision in their situation, to appear in court at the right moment and to have a better court experience. In the longer term, more people will have a realistic view of the court and the general sense of justice is expected to rise.

The e-commerce market is growing rapidly in the last decade. The growth of this industry is causing several challenges. These include a larger number of parcels delivered at service points and the CO2 emitted in the parcel delivery. Especially the last mile delivery is a CO2 intensive process. The sector is innovating to reduce their emissions, but the choices made by the consumers also have an influence on the total emitted CO2 per parcel. DHL, a domestic and international shipper, decided to take their responsibility by lowering the CO2 emitted in the transportation. They stated that all transport-related emissions need to be brought to zero by 2050. In order to create a delivery system which is safe, free of emissions and resistant to future developments in a city the current last-mile delivery system needs a critical look. A sustainable last mile delivery system that fits customer needs will be designed for 2030 to inspire DHL with a strategy for reducing their CO2 emissions in the last mile. This thesis aims to create an overview of the context DHL is operating in. In the problem analysis, this context is researched and defined. A CO2 analysis showed that delivery to a pickup point is the most environmentally friendly delivery option and besides renewing the old fleet for electric vehicles, efficiency gain can play a part in reducing CO2 emissions. In the user analysis, consumers are investigated and a customer journey is created. A target group is chosen to focus the solution on and accordingly the design statement for this project is defined: Design a parcel collecting point for high rise apartments buildings in the city centre which meets customer needs. With a traditional design approach, this design statement was solved and 4 concepts are presented. However, the presented concepts are not bold enough for the context of 2030. Another iteration in this design process is done and a different design approach showed how more value can be created for cities and citizens through the design of a new parcel locker station. This locker station is fitting customer needs and convinces important stakeholders. A plan for implementation is worked out in a roadmap, which gives a step by step approach for DHL on how the concept can be realised. The design of this Powerhouse is validated through co-creation sessions with residents, which resulted in a modular design of the Powerhouse that fits a variety of urban locations in the context of 2030.

Temperatures in the planet are rising, our cities are not designed for extreme weather and that makes urban heatwaves a deathly hazard. The Red Cross, an organisation who’s vision prevents and alleviates human suffering partnered with the TU Delft for a strategic design approach to find solutions for this wicked problem. This project explores the collaboration of the humanitarian sector in the urban environment. Cities are alive and they can offer space for innovation and experimentation. This master thesis is the result of a highly collaborative process, in which experts from different disciplines were interviewed, a thermal image study was performed in the cities of Delft, Amsterdam and Utrecht and literature review was executed. After collecting data, design directions began to arise. Heatwaves are invisible, people are not aware of the risks, the vulnerable groups are varied and vegetation can help bring the temperatures down. The result of this twenty weeks of work is a three step strategy to be followed by the Netherlands Red Cross. See, Share and Solve. See the heat. Urban heatwaves are dangerous because they are invisible Share the data. Show people how hot it can really get, also share solutions Solve the problem. A call to action, connect citizens and volunteers with organisations that are working with vegetation in the city. To share the data, structures across the city are proposed, cooling stations. By placing cooling stations in the city, the Red Cross can offer a temporary solution by providing shadow to the citizens but can also share information with citizens on how to cool down themselves, their homes and their neighbourhoods. Together with the Red Cross volunteers, neighbours can get involved in activities to bring vegetation on to the city in order to lower the temperatures and at the same time build strong communities with those who live next door.

The goal of this project was to find a way to improve digital well-being in family life through design for the startup Unpluq. In this thesis, the designer combined a design approach called Value Sensitive Design with the list of requirements methodology taught at Industrial Design Engineering. This resulted in a new methodology that allowed the designer to develop a concrete list of requirements and wishes for improving well-being through design. To establish this list of requirements, the design student performed a detailed literature review on positive psychology, behavioural economics and digital parenting literature. In addition to this, he interviewed both parents and children to empathise with their world views. Lastly, he performed a market analysis to understand how the context and available resources could affect Unpluq’s capacity to take up a role in this new market. Based on this research, the answer found is that improving digital well-being in the family life requires the design of a choice architecture that helps parents and children take more conscious control of their time and attention (both transactional values). Doing so should allow them to spend these transactional values on activities that align with things they intrinsically value. This choice architecture should help rearrange actors, artefacts, and stimuli within the family home environment so that time is less easily spent without intentional consent. Based on this list of requirements, the design student initiated a design process to translate these insights into a physical design concept that Unpluq could bring to the market to help families rearrange this choice architecture. This design process was executed by iteratively evaluating design concepts with both the client, potential end-users, experts, and professionals from different psychology and pedagogics fields. In the end, the designer delivered a concept that stimulates reflective thinking about what users find intrinsically valuable and provides tips, tools and challenges that push them to try and change habits. This is done by focusing on conversations that help raise awareness of the critical issues and stimulating the iterative goal setting that the family should engage in to start solving these issues for themselves. The way that time can and should be allocated for intrinsically valued activities was so unique for each individual and family that it is hard to find one solution to help everyone. Therefore, the core insight of this project for Unpluq is that if they would be interested in entering this market, their focus should be on helping families reimagine the way they use their environments within their own family homes. This should be done both individually and together through reflection and iteration and supported in that journey by scientific and expert information.

How does a micro SME communicate their way of working and experience to new team members? Every person at the company has about 20 years of experience in various companies. This does not only reflect in each person’s way of working, but also in the language and tools they use. These small differences accumulate into a range of different ways of working. But for the company to successfully grow, a common way of working needs to be established and communicated effectively to incoming members. This project attempted to capture and structure the knowledge within the company.

Throughout history, there have been different attitudes towards eating fruit in the human diet. Currently, fruit is mainly perceived as a snack, that is to be eaten as a separate piece. Various developments in the history of the Netherlands like industrialisation, emancipation and internationalisation, have contributed to this position. With the competition of convenience snacks, a very small percentage of the population eats the recommended amount of 200 grams per day. If seen as integral part of the meal, fruit consumption will become a more conscious and structured behaviour. Among consumers, the idea of eating fruit combined with other ingredients causes some friction. By serving meals with in a familiar place and a logical context, the consumer can familiarize himself or herself with the idea of meals that include fruit in an easily accessible way without any required preparation efforts. Caterers serve meals to a large group of consumers on a daily basis. Consumers trust the expertise of the chef and are more accepting towards meals served by food professionals. Caterers therefore have a large influence and responsibility. There are some concerns among caterers around the creation of new recipes and the right approach towards consumers. To help caterers deal with these concerns, this thesis has created the Fruitdaging challenge. The Nationaal Actieplan Groenten en Fruit will be the project owner for this challenge and act as a neutral party who can reach out to, and connect with different stakeholders. Research into consumer behaviour shows that changes to a lifestyle are triggered when several internal or external factors change simultaneously. By designing the external and triggering the internal factors, it is possible to steer towards these transition points. Eventually, intrinsic motivation must trigger the actual change in behaviour. The most effective way to get people to accept dishes with fruit is by connecting them to the culture. A series of experiments were held to create a sandwich as iconic as the “broodje gezond”. From these experiments, a system for flavour pairing was created as a tool for creating recipes. A toolbox is provided to assist caterers with the interpretation of the Fruitdaging challenge on both recipe development and consumer approach. In the toolbox are a workshop, a case study, a card game and an online platform to support and help caterers to create and serve more dishes with fruit as a main component. Four different packages suggest several activities to approach different types of visitors. The challenge and toolbox are publicly available and self-explanatory. The challenge can be adaptable to fit to the resources and corporate structure of different type of caterers, to allow all caterers to join and create a widespread effect. When meals with fruit are served more frequently, the idea of fruit as an ingredient will start to become ordinary. It is expected that the challenge will cause people to start using more fruit in their meals at home, which leads to a higher intake of fruit.

The mental healthcare system in the Netherlands is in dire need of anupdate. With 90,000 people on the waiting list, an urgent shortage instaff, regular occurrence of ‘incorrect’ diagnoses, and a persistentstigma on mental health, this was exactly what was on RedesigningPsychiatry’s mind (Redesigning Psychiatry, 2020). Steering clear of theproblems of today and rather focusing on a desired future, they crafteda vision for mental healthcare in 2030. The purpose of this project is tosupport Redesigning Psychiatry in their efforts to move towards themental healthcare system they envisioned.By gaining understanding of how societies and their functional systemstransition, a theoretic framework depicting societal change will bedeveloped. This newfound knowledge is enriched by studying ways toinfluence transitions. In parallel, a context study will be performed,to understand how change happens in the mental healthcare sector,and how people working in the sector perceive change. The theoreticframework will be used to structure and understand the findings fromthis context study, providing insight into what is influencing the systemin moving towards its desired goal. The aspects influencing change(and transition) are boiled down to four primary themes, that describeenablers next to blockers:> The challenges of addressing system lock-ins;> The inertia of mental healthcare organisations and theirinexperience with innovation;> The balance between intuitive and scientifically funded change;> The effect of growing public interest on the system.Making use of the newly gained understanding of transitions andways to influence them, a strategic repertoire is created to addresseach of the challenges. Furthermore, the most relevant challenge forthis project—the challenge of organisational inertia—is addressedin a more specific strategy. The strategy outlines a way to structureinnovation in mental healthcare organisations as a means to increasethe organisation’s capability to address systemic problems, and thusits readiness for transitions. Redesigning Psychiatry’s role in this is asa facilitator of design processes and knowledge exchange. The resultsof this project have been evaluated with experts, which enabled afurther detailing of the proposed strategies.

The purpose of this project has been to examine ways in which to increase adoption of a digital employee-facing tool by involving its users in the implementation. This was achieved by examining innovation, adoption and the existing theories around those, looked at through the lens of the company context and corporate challenges. The current implementation process and user involvement were examined, allowing for a comparison of the literature and reality. Studied innovation and adoption theories include the UTAUT model, growth hacking and ADKAR, amongst others. This research revealed that relevance of an innovation to its target group is one of the most important adoption determinants, as well as its ease of use. A combined model is introduced that shows the application of user-centeredness to increase adoption. Considering the existing implementation process includes an agile feedback loop that is focused on cultivating ease of use, a focus on expanding that user involvement is chosen. Expanding it into the decision-making level on the business side of the application’s development creates opportunities to make the decisions more user-centered, causing a trickle-down effect. The design goal is reformulated as “Increasing adoption by representing user input (aided by growth hacking strategies) in the prioritization process for A2H, to help the airline achieve their goal of making operations more efficient and customer-centric through digitalization.” Focusing on this prioritization process revealed some areas for improvement regarding the current way of working, as well as a need for more evidence to support decisions. Intersecting this opportunity with the user involvement goal of the project led to the development of a framework that allows for the collection of direct user input to provide evidence for decision-making. Additionally, studies and interviews were conducted to establish whether user input in the prioritization session would yield different results than the current way of working, and it was found to have influence on the decisions made. This framework, the ‘User Value Framework’, was established using insights from contextmapping, observations and interviews. It includes an intervention that supports the process of collecting user input to be used in the prioritization session. It is presented as part of a strategy to increase UX maturity in the company and move toward more explorative research and user-driven business. To achieve this, it includes a validation and expansion strategy over the long term to accommodate in-between proof of value of user-centeredness. Additionally, recommendations are made for the different levels of UX maturity beyond the presented intervention, resulting from the observations and research results.

For organisations, the capability to exploit data for innovation efforts has already become imperative to their survival in an ever more competitive market. However, many organisations are currently still struggling with how, where and when to use data science for innovative purposes. The consulting industry is a significant driver for the development of such knowledge for organisations. In addition, in the past decades, consultants have adopted design thinking as a practice to support client's innovation efforts. The digital consultant firm (DCF) provides professional services to connect the enterprises' business strategy with implementation across digital fields, including design innovation and data science. Based on initial research, the collaboration between data scientists and designers is found to be an issue. This is problematic, considering the importance of data for their enterprise client's innovation efforts. Is the DCF able to achieve synergy between data science and its current design innovation approach, or is polarity simple to large? This thesis aims to explore and design practical support for digital consulting firms to integrate data science in their current design innovation approach. This is done by answering two research questions: (1) how can digital consulting firms integrate data science in design innovation? (2) how can this data-design integration be facilitated in digital consulting firms? To answer these questions, a design science research approach in the information systems is taken. Based on empirical research, including two collaborative workshops between the DCF's data scientist and designers, two significant findings are drafted. First, data-informed design is a viable opportunity for the DCF to use data science in design innovation client projects. However, a lack of cross-functional learning and a lack of cross-functional decision-making constrain the DCF from exploiting this opportunity. In addition to integrating the two teams, this results in missed revenue and a risk of high overhead costs. The firm is argued to facilitate the data-design integration by using a person-to-person knowledge strategy to tackle this challenge. The firm should institutionalise an internal alignment meeting before proposals are shared with the client. This meeting aims to support the data and design team's decision-makers with drafting viable proposals, increase the number of collaborative projects. In addition, a framework for interdisciplinary decision making is designed to support the person-to-person knowledge transfer to the decision-makers. Using a newly proposed method, job prototyping, a new role in the organisation is iteratively developed together with employees. The final concept is validation during an actual internal alignment meeting with the DCF's data and design decision-makers and a potential job-holder. The firm should create a new position in the organisation, 'the data design lead'. This person serves as a hinge between the two teams and aims to transfer his knowledge by acting as a sparring partner during the internal alignment meeting. In addition, a set of guidelines are designed to increase the impact of this new role on the data-design integration. The research findings provide a strategic and viable direction for digital consulting firms to facilitate data science integration in their design innovation process.

In the midst of climate change, a global pandemic, and an increasingly complex world, urban communities are in need for novel ways to adapt to the new climatic conditions. Through a vision-led iterative design process, I explored how community resilience can flourish, by focusing on human relationships. Focusing on the values of care and conviviality, the process of commoning, and the act of being mindful, I investigated how urban dwellers can contribute directly towards the wellbeing of their community. A digital platform is proposed for the empowerment of urban dwellers, to address collectively, great challenges, as the heatwaves, through the proactive sharing of relevant information, and awareness of community needs. A prototype of the concept provided depth on the potential of commoning. A pilot is proposed in collaboration with the Netherlands Red Cross. An extensive literature review was performed on the areas of heatwaves, urban heat islands, international environmental agreements, the impact thereof in national policy and local resources, participatory practices and the commons, volunteering, care and conviviality. A transition towards collective futures becomes a necessity in order to address the climate crisis, its effects on our communities and most importantly, personal and collective resilience and adaptation.

Cities have witnessed the disappearance of natural habitats, putting biodiversity at risk and leaving citizens with a diminished connection to nature. Establishing a strong human-nature connection is crucial for sustainable transformations in society, influencing sustainable norms, values, and policy decisions. Urban Reef, a company specializing in 3D-printed ceramic Reefs, offers a solution to improve urban biodiversity by hosting various living species. These Reefs are considered “living artefacts” as they evolve over time with the colonization of natural species. However, little research has been conducted on the social dimension of such living artefacts and how they can positively impact human users and their connection to nature. To address this knowledge gap, this research aimed to explore how Living Artefacts, like Urban Reef’s Reefs, can help urban citizens feel more connected to nature. The project employed a combination of Research through Design and Co-creative Design approaches to answer this question. The research commenced with a user study conducted during a family science day, utilizing interactive posters, observations, and the creation of clay seed combs. The results, along with a literature review, revealed a limited connection to and awareness of nature within urban environments. However, the study also demonstrated the potential of engaging with Reefs to enhance nature connectedness. In the subsequent phase, a citizen science study involving five participants caring for and monitoring a Reef showcased improvements in human-nature connectedness. Participants experienced a shift in their perception of nature and developed meaningful bonds with the Reef. Drawing upon the citizen science findings and an extensive literature review, a comprehensive collection of design guideline cards for living artefact designers was created. The card set encompasses seven pathways to increase nature connectedness through living artefacts: Living Aesthetics, Interactions, Affective Response, Habitabilities, Care & Compassion, Views of Nature, and Ecological Knowledge. These cards serve as a valuable resource for designers, providing diverse approaches to adapt ideas, designs, and prototypes to create living artefacts that foster a stronger connection between urban citizens and the natural environment. Moreover, the cards feature concrete examples of Living Artefacts, offering tangible illustrations to support and inspire designers in their creative process. Additionally, three concept designs were developed by applying the design cards to Urban Reef’s existing Reefs, serving as illustrative examples of potential outcomes achievable through the utilization of the design guidelines. The thesis project concluded with a user evaluation of the design concepts, followed by recommendations for the future development of Urban Reef. These recommendations aim to guide the market introduction of Reefs in the coming years. The thesis project also provides additional recommendations for further refining the design guidelines. In summary, this research project highlights the importance of fostering a human-nature connection in urban environments. Through the exploration of Living Artefacts, such as Urban Reef’s Reefs, and the development of design guideline cards, this project offers insights and tools for designers to create living artefacts that enhance nature connectedness among urban citizens.

The production of denim harms the environment, and given the industry’s size, the negative impact is significant. Therefore, denim must be produced more sustainably. In order to bring about change in the industry, an increase in demand for eco-friendly jeans is necessary to incentivise investments in sustainable production methods. Here, low-cost clothing brands and retailers can play a crucial role. With their substantial share in the denim industry and their connection to consumers, they have the ability to grow demand through effective Sustainability Communication. Unfortunately, their efforts currently overwhelm and confuse consumers, consequently damaging consumers’ green buying intentions. Therefore, this thesis, in collaboration with House of Denim, a non-profit striving for a more sustainable denim industry, investigates how low-cost brands and retailers can adapt their Sustainability Communication to ultimately increase the popularity of sustainable jeans. To find a solution, this thesis examines the inter-organisational relations in the current system for SC, the brand's and retailers’ experience of the system and future notions by means of interviews and a literature study. The investigation of the current system uncovered the multifaceted complexity that causes the SC shortcomings of low-budget brands and retailers. The inter-organisational challenges that contribute to this complexity are the indefinite and incomplete means of authorities that fall short in offering the industry constructive guidance. In addition, internal challenges from brands and retailers contribute to the complexity as their commercial strategy is in conflict with sustainability efforts; they operate individually and end up discouraged. On top of that, the competitive nature of the fashion industry, driven by seasonality, and fast-changing trends on low price points makes it challenging for low-cost brands and retailers to prioritise sustainable efforts. Nevertheless, upcoming European legislation and showcasing eco-efforts to consumers are the predominant motivators for these businesses to invest in sustainable practices. To overcome the complexity, brands and retailers must collaborate to level the playing field for SC towards consumers. Therefore, the final design is a proposal for a Dutch Denim Coalition. It presents the vision in a storytelling poster, suggests a strategy to build the coalition and offers dialogue starters. The coalition unites brands and retailers and connects them with knowledge and experts. The goal is to encourage managers from brands and retailers to adopt the same principles for sustainable denim and collectively work on improving the current system for SC. This thesis highlights the fundamental issues that hinder the change of these low-cost clothing brands and retailers. It emphasises the significance of involving non-sustainable brands and retailers in sustainability discussions, as they represent a large part of the denim market and cannot be ignored. Hence, the design suggests a new direction for House of Denim which revives and enlarges the impact of their resources with a more inclusive view of the denim industry. Ultimately, it brings them one step closer to their vision; a Brighter Blue.

This report addresses the project, ‘A vision for passenger- centric landside accessibility - A case study with Rotterdam The Hague Airport’, from the Delft University of Technology, collaborating with Rotterdam The Hague Airport. The assignment is to offer the future vision of airport landside accessibility.

This graduation project investigates the relationship between care and community and reflects on the possible impact of these learnings on design practice. Care is a complex dimension of life, which entails the act of providing everything that is necessary for the maintenance and repair of the world (Tronto, 1993). From this perspective, we can reframe many of the challenges in our society as challenges of care, and recognize the importance of addressing care outside of traditional (institutional and consumer-based) perspectives. One of these divergent perspectives is community-based care. There are indications that communities might offer interesting alternatives of care, however, research on community care often focuses on the outcomes for individuals, rather than on the internal dynamics of the community where care is experienced. For this reason, exploring what communities can tell us about the practice of care becomes promising. In this project, I investigate the interaction between care and community, by pursuing a small-scale care intervention in two Dutch central living organisations. The outcomes of this research reflect that communities offer an unique perspective from which care can be addressed. Care in communities is direct, embraces diversity, evolves constantly and thrives on both structured and spontaneous practices. Interestingly, the relationship between care and community is even deeper, care supports the construction of community. Given its promising qualities to address care, I suggest three ways in which design can support community care: designers can support care within communities, support communities with care, and support care that exercises community values.

This project has explored how design can be of added value in early phases of innovation in the context of the startup studio We Are Builders. Insights were gathered from multiple sources to analyse the project scope and explore opportunities. The goal of this graduation assignment is to create a method to execute ideation that We Are Builders can use to exploit opportunities when an idea pops to mind. A startup studios form a new structure of innovating. Startup studios launch multiple startups based on a systematic approach from spark to launch. This research will build on the findings of Kohler and Baumann (2018) explaining the organisational level of a startup studio in a scientific manner for the first time. This research adds to the research on innovation structures by creating a deep insight into the startup studio ideation process. This graduation assignment used the principles of action research to both work with the company and also executing research. This resulted in me being a design researcher creating a ideation strategy for We Are Builders as well as being a researcher in the team of the new We Are Builders startup simultaneously. This new startup is currently in the ‘ideation’ phase of the startup studio model. This double role allowed me to use the new startup as a test case to explore how design can be of value during the early phases of innovation while researching the topic. To understand where the current ideation strategy of We Are Builders is overlapping or differing from competing venture builders and the process of design, processes are analysed. Via literature research, the process of design in a business context is analysed. Afterwards, literature on innovation will form the basis to create context understanding to be able to link this project to the broader innovation context. A multiple and single case study research to the startups launched by the We Are Builders team in history showed that We Are Builders currently lacks a moment of problem definition in the innovation process. Without stating a clear problem definition and validating this, it is unclear if needs and wishes of clients involved later in the process are representative for a broader market. Because a clear problem definition and method to document research findings is missing at We Are Builders, entrepreneurial bias overrules the research outcomes. This focus on problem framing and exploring opportunities resulted in the design of a framework for explorative research. This explorative research framework combines the explorative and user-centered nature of design with the practical and direct way of entrepreneurial research. This research method can support a group of entrepreneurs to approach research in early phases of innovation in a structured, holistic way. The solution of this graduation assignment applies design in early stages of innovation, to give startup studios the confidence to execute theses stages in a design led way in the form of IGNITE!. IGNITE! consists of a explorative research approach booklet (minimum viable product), a digital wireframe of the process flow (prototype) and building plan to translate the minimum viable product and the prototype towards a digital platform for explorative research. of the IGNITE! Explorative research method. With these deliverables, the startup studio can start testing the research method today and explore competitive advantages of translating the method to a software platform in the future. For the scientific world, this research gives insider insights in how a startup studio approaches innovation, focussed on the fuzzy first phases of innovation. The research showed that design can be of added value to innovation in translating knowledge to insights in a holistic, end-user centered and co-creative manner. Design stimulates entrepreneurs combine divergent and convergent activities, to share findings and preform research in a explorative and collaborative manner.

KLM has the ambition to be become most customer-centric airline company. Focusing on customer intimacy, KLM defines their purpose: Moving your world, by creating memorable experiences. In order to be successful towards customers, KLM has to start on employee level first, with the cabin crew to be more specific. For cabin crew, their journey start in the KLM crew center. The most important part of their preparation is the crew briefing. Here, they mainly discuss flight safety and information about the flight and passengers, while the main purpose of the briefing is team forming. In this magical moment crew walks in as 3 to 5 individuals and has to transform into a strong team with KLM-spirit. The current rooms are experienced as functional, instead of motivating, inspiring or empowering. So, there is a lack of support by the environment to form an optimal cabin crew team, and therefore no memorable on board performance is created for customers. This thesis is divided in three main phases; Exploration, Creation and Finalization, adding an User Centered approach by implementing four design sprints. In the Exploration phase, insights were gathered by analyzing the current briefing situation, and by performing an internal and external analysis including research about the corporate vision and developments, a global trends analysis and comparison with similar briefing settings. All analysis during the Exploration formed the design vision: Enhance the briefing experience and setting for the KLM crew center. The design should support the team forming and efficiency of the briefing process of EUR flight for KLM cabin crew. Exploration is progressing gradually to the next phase Creation, since the design sprints involve an iterative process containing research, creation, tests and evaluation. To gain insights about the crew preferences, different aspects of the design and interaction vision were tested, namely connect, inspire, comfort, privacy, intuitiveness, openness and efficiency. To structure the insights of the user tests, an unique briefing journey was created and five interesting design challenges were defined. These challenges were the starting point for the ideation. In the Finalization phase of the project, the design proposal was presented: the Blue Connect. The design is a meaningful piece of furniture placed in an inspiring environment, especially designed for the future KLM crew center as an innovative solution for the cabin crew briefing area. The driving force behind the design is that the setting supports the experience and efficiency of the briefing, and provides a moment of connecting; the Blue Connect enhances the transformation of individual crew members into a strong, focused and confident bonded team. In the last part of the report, the design proposal is evaluated. The overall response was very positive and inspiring. All participants agreed that they would likely use the EUR design proposal. And finally, a cost estimation and some recommendations for further development of the design are presented as a final outcome of this thesis.

This project is about inclusion in the museum sector. Concerns around inclusion and equality are rapidly increasing. And, due to these societal dynamics, museums are in times of fundamental change towards inclusivity. At the start of the project, a theoretic framework depicting the different layers and elements of inclusion was developed. This knowledge helped to gather rich contextual insights in the research phase of the project; exploring inclusivity from the museum sector’s perspective and the visitors’ perspective. As a result, three key challenges and opportunities from the sectors’ perspective, and the key visitors’ needs, were identified. From synthesising these findings, it was found that the key opportunity and challenge for the project lay in addressing the relationship between museums and the public: to help move towards a mutual symbiotic relationship, where both parties are able to benefit from. Based on this challenge brainstorming, experimentation, and observations were done to iteratively develop a strategic service concept. The final concept that evolved was Habitat. To put it briefly: Habitat is a digital museum platform that gives small pieces of context and sparking questions related to art pieces, to support visitors’ curiosity and line of thinking. And, it allows visitors to leave their own ideas, thoughts, or opinion on augmented sticky notes. Habitat’s ultimate contribution to inclusion is that it, on the one hand, helps visitors to become active participants, and allows them to see what art can do and mean to them, without needing to be an art-expert. And, on the other hand, it helps museums to better understand their visitors, tap better into their (inclusive) needs, and facilitate the space to build a mutually beneficial relationship the public. In validation tests with museum visitors, the concept’s desirability was investigated. In parallel, expert evaluations were performed. The insights from these activities combined were used to formulate the final recommendations. Here advice is being given on how to answer the following questions, related to the desirability, feasibility and viability: ‘Can it be done?’, ‘Does it bring value?’, and ‘Can it be sufficiently supported?’. The project was primarily centred around the Dutch museum sector. However, input was also gathered from international sources and the project aims to be as inspirational and scalable as possible for cultural experiences and organisations, in and beyond the Dutch cultural landscape. Finally, what this thesis in particular advocates for, when designing for inclusion, is to focus on finding out what people might have in common and what connects them. In terms of defining peoples’ needs, designers should not focus on separating groups of people to fit simplified personas, instead they should look out to find universal needs shared among all. This will help to recognize common grounds on which inclusion can be built. Besides that, this thesis advocates to adopt a system thinking mindset when designing for inclusion. Doing so will help to understand the interactions between the actors in the system, the environment around them, and to see who gets excluded, why, and how.

We live inan increasinglycomplex andinterconnected world, were severaldevelopments likeshiftingpolitical power,blurry physical and conceptual frontiers, andrecentlytheCOVID-19 pandemic, test theresilience of organizations andindividuals.Thehumanitarian system and its financingstructures are under greatpressure asseveralprotracted crises affect over 2 billion peopleliving incountries byfragility, conflict andviolence. Despite the efforts ofgovernments,INGOs, andother allies to address some of thelong-lasting fundingand efficiencyproblems;the gap between needs and aid continue togrow.For thisreason, severalorganizations areexploring Innovative Finance ; a wider rangeoffinancingstructures and sources that have thepotential of increasing funding,improvingtheefficiency and effectiveness of processes, andcrowding in newactors.The aimof this graduation project was toinvestigate how could theNetherlands RedCross(NLRC) seize the potential of theseinnovative financingmechanisms to increasetheimpact of their humanitarian activities.The first partof this projectcontemplatedresearch involving three spheres of knowledge:thehumanitarianlandscape, innovativefinance, and the NLRC as an organization,whichlead to therealization that the entitiesinvolved in this topic are connectingto eachotherto increase their resources and knowhow.However, this ‘EmergentEcosystemforInnovative Finance’ is facing some barriersto their success,namely,cumbersomecollaboration, reluctance & hesitation ofexternal actorstoengage, and unfit processesfor addressing uncertainty andcomplexity.Luckily,research also offeredrecommendations on how to tacklethesedifficulties, whichare collected in threecategories. The first one is tobuild and nurturesocialnetworks, the second one to articulateproblem field andshared visions;finally, toadapt individual’s and organization’smindsets,processes &structuresThe NLRC, as a key player in thehumanitarianlandscape could benefitfrom working withthese novel financialmechanisms, and couldoffer importantassets and expertise to thisecosystem.However, they are still hesitantaboutadopting a more proactive stance.With theaim of helping the members oftheInternational Assistance Department of theNLRCto articulate their visionand exploreways to overcome their barriers fortakingpart in these innovations;the outcome of thisproject is a dialogic toolin the form of alarge-scalevisualization of the key findings of theresearch.This object hasthe double purposeof increasing awareness on the topic,andfacilitatingdialogue between members of theNLRC or other stakeholders.It’splayful andcolorful visual language aimsto be attractive and engaging. And it’ssizeandmaterial provides flexibility of use; it could beshowcased as stand-aloneposter,or be theanchor piece of a workshop.   

Dutch festivals are currently extremely popular and offer visitors a way to escape the daily routine, and experience new things. This popularity starts to have its drawbacks since the number of complaints increase. As an effect, regulations become stricter and municipalities hand out fewer permits, resulting in last-minute cancellations of festivals. The festival landscape already encounters other extreme risks and some festivals can go bankrupt within one bad edition. Simultaneously, the Netherlands is changing and festivals also have to adapt to future trends. These trends are positioned around one main phenomenon: the purpose economy. Combining these occurrences, the festival landscape has become a much-discussed topic and every year questions pop up with regards to its relevance and effects. It is discussed that citizens and visitors currently have the most impact on the success of a festival. Nevertheless, the impact on their own lives is minimal and short term. An increase in official complaints or disturbed citizens would endanger the festivals’ position. Therefore, festivals will have to become indispensable towards these two stakeholders to create a permanent position. They should do this by creating reciprocity and fulfill the needs of the stakeholders. For citizens, this means that festivals will help tackle societal challenges. For visitors, festivals can help to facilitate a meaningful, out of this world, experience that gives them a sense of purpose. This report presents a proposal on how festivals in 2030 can create a permanent position within this changing environment. In order to do so, festivals will have to change their role to a stakeholder-oriented service and position themselves as a platform where citizens and visitors come together and take the opportunity to fulfill their needs. This results in a shift of focus and festivals can use this position to strengthen its base. In order to fully embrace this new role, festivals will have to create a strong relationship between visitors and citizens. Research shows that co-creation can change the attitudes of people towards a service. A continuous innovation plan is developed where the four pillars of a strong relationship are implemented. These four pillars are ‘Openness’, ‘Trust’, ‘Involvement’, and ‘Commitment’. It is stated that this relationship should be created in the before-, during- and after phase of a festival, finishing each cycle with peak-end, ensuring an overall positive attitude and increasing loyalty towards the festival. Since festivals can have different aims for creating a strong relationship, three scenarios are developed. The first one is a formal relationship where the festival does not merge its identity with the environment. Secondly, a relationship can be created where the festival creates an impact on the environment. Thirdly, the festival can aim for a relationship where they are an equal part of the community. The festival can use the online platform to reach more people and tackle the complexities of the offline platform. Finally, a roadmap is created on how festivals can implement this future vision and create a stakeholder-oriented organization. A plan is developed on how to create awareness among festivals. During the entire project, the organization of Into the Great Wide Open served as a basecamp where insights could be validated.

The explosion in e-commerce has been undeniable. Our current global situation has urged the different industries to adapt the way they provide their services & products, creating a higher demand for home delivery. With 66% of Europeans claiming to have shopped online more since the initial lockdown in March 2020 and 82% planning to shop online at the same level or more post lockdown (Samat, 2014), online shopping will remain in the consumption behaviour of potential customers. Even if consumers considered receiving their packages at their home or decided to pick them up, some other concerns may arise with this new way of purchasing, especially with the packaging system and the further waste disposal issues that the Netherlands has been facing. The high demand for packaging material and the tight supply of waste paper are pushing up cardboard prices (Velden & Stooker, 2021). Thus, there is an inconsistency in the collection of material for repurposing, leading to an increase in the price of recycled material [ + 214% in May 2021 (TMR, 2021)] and leaving the use of virgin material as a better alternative to meet the demand for cardboard. With a market estimated to be valued at ~US$ 237 billion by the end of 2019 and anticipated to reach ~US$ 333 billion by 2027 (TMR, 2021), wood pulp became a relevant subject of analysis in this project. Without a proper strategy to ensure collection and prevent the material from being contaminated, the packaging sector will be forced to bring new virgin material into the chain, which may affect our natural resources in the medium term. This thesis aimed to identify the potential points where paper-based packaging may become waste. Therefore, a systemic design approach is used to identify the different actors. Then, a strategic solution allows them to set shared needs & impacts and collaborate towards the proposed goal. As a result, a program that incorporates logistic providers, packaging producers and waste collectors was created. Moots (from the Mayan word that means “roots”) puts the waste collection system closer to the consumer and, in this way, successfully recover, measure, and repurpose waste paper and cardboard. It also evolves the role of the waste collectors where they became a facilitator to enhance collaboration, goal development, implementation, and measurement of objectives with the final aim of reducing the idea of waste.