This thesis discusses the graduation project for KWF Kankerbestrijding. This is a large charity that raises funds for cancer research in The Netherlands. Fundraising is done via a lot of different channels, one of which is door-to-door collection in the collection week. The annual KWF collection week is held in the first week of September and each year, KWF raises around 6 million euros. Yearly the efforts of the team behind all volunteers, ‘Team Volunteers’, increase, but still the total amount raised decreases. The goal of this graduation project is to increase the revenue of the door-to-door collection by (re)designing a product or system that decreases the barrier for donating. The project follows a design approach consisting of 3 main phases; exploration, creation & reflection and implementation. The exploration phase starts with the internal research, which shows that KWF has extensive collection activities, and that the most important one, door-to-door collection takes up a lot of effort from almost 80,000 volunteers. Over the past years however, the collection revenue decreases. After looking closer at the numbers of the collection, it is found that remarkable differences can be found between different department sizes. This finding is the base of the differentiation of the departments on a demographic level that is made during the project. The qualitative volunteer research adds to the internal research findings that every volunteer experiences collecting differently. Again, big differences are found between collectors on a demographic level. Smaller villages and big cities differ a lot. This leads to the conclusion that ‘location’ is a very important factor. The internal research also shows that more factors are important during collecting, namely organisation, social pressure, behaviour and approach. The external research looks into a lot of different stakeholders and factors that have to do with the collection. First, the competition analysis shows that the ‘collection industry’ is very saturated and also quite competitive, while on the other side, charities work together on developing new collection products and share information. The most important stakeholder that is analysed is the donator. Psychological research shows that a lot of different factors play a role for people when deciding whether to donate or not. Some of the factors that play a role are the approach of the charity (or the collection method), the number of times people are addressed and the information that is provided. These are important factors that can be influenced by KWF directly, because factors like religion, age, work and income cannot be directly influenced. However, they can be used for targeting people with a certain message or a collection method. The analysis phase concludes that people can be targeted on a more personal level and demographic characteristics need to be used for this. The creation & reflection phase starts with this subject and a new department classification for the volunteer departments of KWF is developed. Finally, five department types are created and the ‘large city’ type is selected for the design of a new collection method for KWF. A new collection location in the large cities is chosen as a design focus for a new collection method. ‘On the streets’ is the new design location and several opportunity fields are chosen as design directions. Six design elements are found that need to be designed for. These are location, communication, behaviour, product, organisation and training. The new collection method will address all these elements. Finally, a list of requirements and wishes is established providing the outlines for the design. Concept development is done after this. The final design of the new ‘street collection system’ is based on two different studies, a concept questionnaire and a real-life test. The new street collection system describes how to organise the street collection and which volunteers are needed for this. The volunteers receive the street collection package. In this package, information and physical material is provided for the perfect organisation and execution of the street collection. The message that is conveyed by the outfits of the collectors is: ‘I am a volunteer for KWF’. This message is based on the concept questionnaire and it adds to the integrity and trustworthiness of the volunteers. The volunteers also know how to communicate and behave and where to stand thanks to information cards and an instruction video. To make sure the new street collection system is implemented is the right way, an implementation plan is provided. This plan explains which phases to follow and what to do to improve the system. The report closes with a roadmap for the future of the collection of KWF. In the future, KWF will change its organisation and collection products in several ways in order to have a more successful collection. Several collection products need to be improved and provided in the form of collection packages. And all changes need to fit the different department types. The organisation and collection packages are tailored to the different target groups. The street collection system marks the start of many organisational and product changes for Team Volunteers. This new approach will allow KWF to increase the revenue and modernise the collection of the future.

This master thesis is the report of the graduation project ‘Supporting citizen initiatives - the design of a platform for the neighbourhood budget of the Frederik Hendrikbuurt’ for the municipality of Amsterdam and more specifically the municipal participation innovation team OpenStadsdeel. The report describes the design of a platform that aims to stimulate residents of the Frederik Hendrikbuurt, a neighbourhood located in the west borough of Amsterdam, to start and realise an initiative for the neighbourhood. The neighbourhood budget is a subsidy for the support of citizen initiatives. In some neighbourhoods of the west borough of Amsterdam, including the Frederik Hendrikbuurt, this budget is managed by a neighbourhood agent, a civil servant who is particularly active in a specific neighbourhood, and a neighbourhood committee, a group of volunteering residents. In a bi-monthly meeting they discuss and decide which request for the budget are granted a subsidy. The neighbourhood agent of the Frederik Hendrikbuurt approached OpenStadsdeel with a problem: the neighbourhood budget could be used more widely. Currently, only residents who are aware of the existence of the budget and know how to reach it are using the budget for their initiatives for the neighbourhood. These residents are also referred to as the ‘usual suspects’. The neighbourhood agent, neighbourhood committee and the municipality would like to see more people make use of the budget. A project goal was formulated: Stimulate more residents, other than the ‘usual suspects’, to use the neighbourhood budget for the realisation of initiatives for the Frederik Hendrikbuurt by opening up the process. The project was divided in three phases. In the first phase, named ‘Research’, the involved and (yet) uninvolved stakeholders of the neighbourhood budget in the Frederik Hendrikbuurt were analysed. Interviews, street interviews and a creative session with stakeholders resulted in an overview of stakeholders and their experience of an initiative that is funded by the neighbourhood budget. Residents often did not know about existence of the budget or how to reach it. When an initiator knows about the existence of the budget, requesting it is experienced as a difficult and unclear process. The neighbourhood agent had to spend too much time and energy on guiding initiators through the process of a budget request, which resulted in a lack of time to support initiatives on their content. The neighbourhood committee experienced difficulties in evaluating the requests, because neighbourhood support is hard to estimate and requests are often in- or overcomplete. The research phase was concluded with the formulation of a design goal. A design goal was formulated for all stakeholders individually. These individual goals have as aim to reach an overall design goal: “To stimulate more residents to actively participate for the Frederik Hendrikbuurt, I want to help potential initiators to realise their ideas for the neighbourhood by supporting them at the right moment and connect them to people who can help them.” In the second phase, named ‘Design’, ideas, two creative sessions were organised to generate and select ideas that aim to reach the design goal. The first session was held with stakeholders of the neighbourhood budget. The second session with Industrial Design students and the OpenStadsdeel team. The ideas of a neighbourhood budget competition, online platform and initiative support flyer were selected to develop. In an iterative process of prototyping, testing and designing, the three ideas were developed into a final design. The final design is an online platform where residents can request a budget, find support for their initiative, share and develop ideas for the neighbourhood collectively and share experiences of realised initiatives. The support flyer is tool that is offered by the of the platform and can be used by initiators to find residents who want to support or become involved with an initiatve. The neighbourhood budget competition is an engagement strategy that aims to stimulate residents to start an initiative for their neighbourhood. In the last phase, named ‘Evaluate’, the final design was evaluated with stakeholders of the neighbourhood budget, OpenStadsdeel and the municipality. The stakeholders and client of the project want to launch the platform before the end of 2017. From the evaluation with the developer of OpenStadsdeel it became clear that to reach this deadline, the design has to be simplified. Therefore, recommendations are given in the form of an advice for a minimal viable product and a roadmap, containing a planning for the further development of the platform, is provided.

Voice user interfaces (VUI) have arrived. Worldwide, this technology is in the lift and enabling the exchange of information through voice interactions. As a result of the growing popularity of this technology, companies fanatically started with the designing of their own skills and/or actions. But although, this over-enthusiasm, leaves the ‘why-question’ unanswered. This is the result of a technology push: the technology is leading, putting human needs in its shade What is actually the problem that a VUI is solving? And is this really better compared to existing solutions? How do we make sure the integration of voice technology simplifies and enriches our lives? How do we design voice interactions that matter? Human-centered voice design is the answer. Therefore, the central aim of this research is to enhance designers in the creation of meaningful voice interactions. The research has been divided into a theoretical background part and an exploratory research part, with methods including case studies, interviews and observations. The insights gathered through this research are boiled down into a condensed framework showing how designers could incorporate human-centered VUI design in their processes. The argument put forth in this research is that context factors and human-centered values determine to what extent a use case is meaningful, in relation to one’s job to be done. The proposed human-centered values are enlarging accessibility, enhancing convenience and/or enhancing experience. Building on this argument, a toolkit has been developed, turning the theory into a hands-on product to incorporate in every VUI design project. The toolkit includes a canvas to discover and validate human-centered VUI use cases and a card deck which both clarifies the canvas’ elements as well as triggers the designer’s VUI imagination with inspiring examples. With the canvas, you decide step-by-step if voice technology provides the right solution for the fulfillment of a job to be done, putting the needs of the human central to the modal. In chronological order these steps include: Framing the Job to be done, checking the context factors, ensure human-centered value and ranking the use case’s feasibility. The card deck with examples of contexts, target groups and specific types of interaction in which a VUI could be of extra value stimulates the creative process and hereby enhances the creation of meaningful voice use cases. Finally, the design approach and toolkit have been evaluated during a cooperative creative session with Valsplat and KPN online. Recommendatory insights gathered during this session create a revised version in the shape of a workshop. This set-up enables Valsplat to help organizations in creating voice solutions based on customer needs. With the results followed from this project, they want to initiate a new movement: putting humans in the center of the voice revolution, towards a world with voice interactions that are worthy of humans’ precious time!

The aim of this thesis is to implement knowledge of a user's experience into vehicle design. Picnic is developing a new delivery vehicle and this project will explore what could be improved on the current ePV for the ePV2. The target user, the Picnic Runner is researched thoroughly to find where the ePV design lacks positive user experience. Problems around the current vehicle were assessed within the research stage with consideration of known foreseen problems with the new design. The Runner’s perception of safety was a found issue and a design was a concept created to help them work safer. This project is concluded with a design proposal that is grounded via research and tested prototypes.

Nowadays, individuals always find themselves in various situations where they need to choose gifts. Gift exchange helps individuals to signal commitments as well as promote social closeness. However, in many cases, people are also facing the occasions in which finding a gift for an unknown-preference person, or miss-predict recipient’s reaction after receiving the gift. Inspired by the value of gift exchanging and the findings of Positive Design (the study of how design can contribute to human flourishing), Emotion/Studio started some explorative work to study qualities of meaningful gifts, which refers to the gifts that contribute to the well-being of recipient. The objective of this graduation project was to develop a practical online gift-selecting tool that can help people find “meaningful gifts” for their recipients. The final concept is Meaningful Gift website. It is a platform that offers users with diverse gift-planning toolkits. It targets on giving inspirations, escorting explorations instead of suggesting or marketing goods. Users can use the tools by starting a “gift project”, this function is also designed to allow them tracking their previous works. Two of the most essential tools of this website is “Get gift ideas” and “Weave a gift story”, which focus on finding gifts and creating gift accessories respectively. Both tools are consist of multiple explorative steps, users will complete these tasks with the help of visual and textual stimuli.

This graduation project started off as an explorative project towards understanding sexuality and intimacy in later life. At first, a literature study was performed in order to set the basis for further research. A context mapping session was performed with both men and women to get a sense of the dreams and values older people have regarding intimacy and sexuality. By using the output of the research phase, a multitude of ideas was generated. In order to test the effect of the concepts, two evolution tests were performed. In these tests, audio was discovered as a medium to evoke specific emotions and feelings. Based upon these insights a design goal was defined: “I want to design an audio experience that stimulates the fantasy of elderly women through which they can explore their sexual identity. The intended experience is defined as intimate, ambiguous and dreamy.” The final design Tintelzinnen is an application that consists of different audio stories the user can listen to, to explore various aspects of her sexual identity. Each storyline answers to a different form of intimacy. Through this, the listener can discover how she relates towards the different aspects of intimacy. One audio story is written and recorded. It is designed to both immerse the listener into the story, while at the same time giving space to the listener to fill in the details by using their imagination and memories. The application is designed using ambiguous illustrations to immerse the listener into the audio experience and to guide the user into an attentive listening position. To evaluate both the audio story and the browsing experience of the application a prototype was built. This prototype was evaluated with three participants, all women around the age of 70. Each participant experienced listening to the story differently. The prototype evoked different feelings and memories based upon the background of the participant. The audio story had the right balance between immersion and interpretation of the listener. Browsing through the screens of the application was experienced as a dreamy and the ambiguous illustration of the audio story contributed to the listening experience. Other insights serve as recommendations. More testing is needed in the future to understand the impact of the design on an older person’s sexual development.

The use of 3D printing technology in manufacturing environments has experienced rapid growth. Manufacturers have realised the potential of the technology. 3D printing enables the reduction of costs and lead-times of parts, components and tools used in production processes. Adoption of this technology is facing various challenges. A major challenge is the identification of suitable parts for Additive Manufacturing technology. Assessing a part’s suitability for 3D printing requires a substantial amount of knowledge of 3D printing technology. Within manufacturing and production environments, a limited group of people is trained to do understand the technology. It is expected that the frequency and quality of applications will increase the value that will be added by 3D printing. This development will be driven by the capability to identify new applications. The more stakeholders are educated in this field and understand the technology, the more opportunities will be identified. Given the above, this objective of this research project is to investigate how production line operators can be more actively involved in the initial stages of the 3D printing workflow. Through extensive literature and contextual research, the potential to enable production line operators to identify parts and problems in their section of the facility has been exposed. Various influential opportunities and challenges in their participation have been established. After a round of internal validation of the research insights, a strategic decision was made to focus design efforts on developing a digital platform. The objective of this platform is to enable operators to participate in the relevant steps of the 3D printing workflow. Through an iterative process, an Application Portal has been designed. This portal is a mobile application that supports production line operators in submitting new ideas. In addition to the above, the system offers the following functions: 1.Active collaboration between stakeholders 2.Exchange of project developments insights 3.Validation of application suitability A prototype is developed in Axure. This software is used to validate the concepts with a variety of manufacturing clients, operators and 3D print experts. The applicability of the concept has been validated for a majority of clients. These results illustrate that the solution offers significant value to achieve active participation. Additional design goals have been achieved to a great extent. The application portal provides operators with a tool to express their ideas. They can actively participate in innovation and take ownership of the applications they have identified themselves. Additionally, the platform offers Ultimaker and its manufacturing clients an opportunity to gather relevant data to work towards a future of automated part identification. Inevitably, the prototype has its limitations. However, this study represents a step forward in the acceleration towards accessible part identification by novice users in manufacturing environments.

People with dementia often quit cooking early on in their illness because it is too complex, tiring, or frustrating. With mild dementia, people struggle with planning and figuring out the order of the cooking steps. Also, they find it challenging to stay focussed on the tasks at hand. Furthermore, their short-term memory causes them to struggle to remember instructions and which steps they have already done. However, cooking has immense benefits, such as giving a person a sense of autonomy, respect, and purpose and helping bring people closer together. Furthermore, cooking trains cognitive and motoric skills, which allow people with dementia to retain their skills for as long as possible. Currently, there exist recipes designed for people with cognitive impairment, but they do not meet the needs and desires of each individual. In contrast, occupational therapists create individual step-by-step plans, but these require much time and insight. Therefore, this thesis aims to help guide people with mild dementia through a cooking activity at home or at dementia meeting centres in collaboration with other clients or caregivers in a scalable yet personalised way. Through an iterative approach with extensive involvement of the target group, a new recipe format was developed that suits the needs of people with dementia. The paper recipes use visual elements combined with textual descriptions to optimise understanding and following the recipe. Users navigate through the steps using a pawn to remember which step they are working on, and others can keep track of their progress. Caregivers are best aware of the person with dementia’s instructional needs, cooking habits, and food preferences. Thus, our application Happje enables caregivers to write recipes themselves by writing the steps in a way that suits their client. Happje automatically adds corresponding icons, puts the steps in the correct layout, and helps with exporting or printing the recipe. The recipe format was evaluated with the intended target group, context, and activity to see whether it helped achieve the design goal. Clients quickly understood the steps through the recipe’s visuals, layout, and step formulation. However, navigating through the steps was more challenging as clients forgot to move the pawn consistently. The collaborative cooking activity was greatly enjoyed by participants and well suited for both families at home and friends at meeting centres. Most (but not all) caregivers appeared capable and motivated to write the recipes. We recommend improving the navigation of the recipe by redesigning the pawn and adding a digital recipe mode to Happje. We suggest further developing Happje and testing its usability with the target group. Further studies could evaluate how practicing with the recipes could improve following the recipes, collaboration, and trust between caregivers and PwDs.

This thesis describes the process of the development of the toolkit: Durf te delen (Dare to share). A toolkit to support both a victim of sexual abuse and her confidant (person of trust) during the process of disclosing the experience with sexual abuse. This thesis focuses on female victims, due to the fact only women participated in the research, not saying that the toolkit could not be useful for men as well. A victim of sexual violence can come across insufficient support from a friend or family member when disclosing her experience with sexual violence.

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.

Food, not only exist as a source of energy and nutrition to human beings, but also gives emotional comfort and carries cultural values in people’s daily life. Thus, the consumption of food is no longer related to fulfilling the need of hunger, but also as a way to deal with human emotions, facilitate social bondings, celebrate cultural events and etc. Improper way of consuming food can result in negative consequences in people’s health condition, such as getting overweight and obese, as well as many other types of diseases. To help people manage their own eating behavior, food-tracking tools were designed to keep a record of people’s food intake, as a reference to access their eating and for themselves to make changes accordingly. How do we design a food tracking tool that can support people to collect meaningful data around their eating behavior and reflect on them in an engaging way? From the literature research and user research great insights were drawn on the current experience of using food-tracking tools. Based on that, through iterative developing, an mobile application design was detailed and evaluated. The project aims to provide a new perspective on how people can manage their eating behavior by self-tracking food they eat and the related influencing factors. The idea behind it is to empower them in discovering how the implicit reasons are repeatedly affecting the way they eat, environmentally and psychologically, rather than to regulate people to follow specific diet rules.

With increasing populations, the need for transportation is increasing as well. This creates societal issues putting pressure on the affordability of transport, the liveability of cities and sustainability of mobility infrastructure. The radical innovation that could potentially reform the entire transport system in order to tackle these societal challenges is Mobility as a Service. But for MaaS to become a succes, the current way the Dutch mobility system functions has to change, and travellers need to adopt the use of the system in a way that societal issues will actually be solved. Whereas current developments regarding MaaS in the Netherlands are mainly focussed on creating a base on technical and policy level, this graduation project puts the individual traveller central. In collaboration with RET, 9292 and the Seamless Personal Mobility lab, the project evolved around the process of designing of a mobile MaaS journey plan application that supports travellers with tailormade travel advice to fulfil trip-dependent needs, when preparing a door-to-door travel plan. As a case study, the target group entailed travellers that travel to incidental leisure activities and live in an urban area with a large mobility offer (like Rotterdam). Along the line of a user-centred double diamond process, a variety of research activities and multiple design iterations are conducted with extensive user involvement to unravel true user needs and creating desirable and usable experiences. Based on the insights gained, a design of a mobile journey planner MaaS application is envisioned, prototyped and evaluated with travellers, mobility, design and technology experts. For MaaS to become a success, the service should provide added value for travellers to adopt the service and stimulate a positive travel behaviour change. Currently the way people travel is very much rooted in existing habits and routines. Cross-checking multiple application is carried out in search of finding the best travel plan fulfilling travellers’ specific travel needs. To improve the current process of planning a trip, the final design is focussed around supporting travellers in their information search on travel possibilities and evaluation of these alternatives. Design criteria for creating a personally relevant travel plan The process of creating a door-to-door travel plan should provide travellers with freedom of control and choice, speed and ease. Besides to create a window of opportunity for positive travel behaviour change, the design should provide personally relevant inspiration on a diversity of travel modes and allow for a clear comparison on different modes on each leg of the trip as well as for travels plans as a whole. Get inspired – a MaaS journey planner The final design is a journey planner sparking travellers with endless personalised travel possibilities. In the form of a white-label app, this design is envisioned being part of a MaaS application that supports travellers in their search for information and evaluation of possible travel modes and routes. The app provides travellers with two methods to create a door-to-door travel plan. The Reismodus method provides a few complete travel plans filtered by a personally chosen travel mode. On the other hand, travellers are provided with full control by the ability to compose the entire travel plan from scratch. On top of that, creating a profile and adding personal transport modes, subscriptions and/or discount cards, allows for evaluating the data that are truly apply to oneself. Evaluating on desirability, viability, feasibility and integrity The final design is evaluated with travellers, and design, technology and mobility experts on desirability, feasibility, viability and integrity. Conducting different guerrilla tests provided insights in the desire for an ‘advanced profile’ to support receive personally relevant travel suggestions and information, and a clear division of ‘Reismodus advocates’ and ‘Stel samen advocates’. Besides the different functionalities of the final design are provided an initial estimation on the level of complexity, and are reviewed by design experts on usability and UX patterns. Eventually a variety of evaluation sessions with mobility experts generated insights in the design’s strengths and weaknesses, as well as potential opportunities and threats.

This report is the result of the graduation project of Joris Menting for SWKGroep. The project concludes the master program Design for Interaction at the Delft University of Technology. SWKGroep asked for an innovative child care tool for children of 10-14 years old. The project description offered the designer much freedom. The initial design goal was formulated as follows: “Design a location and time independent form of after school day care for children (10-14 years old) that relieves parents, where children experience both affection and freedom and that adds value for SWKGroep.” The project is divided in three chapters: Orientation/Research, Ideation/Iteration and Evaluation/Demonstration. See Figure 1 for the overview of this project. The first chapter of the project, Orientation/Research, describes the internal and external analysis that gave more insight in the context of after school day care and the rules and regulations by the Dutch government. Interviews with parents and generative research sessions with children gave insights in the latent needs and desires of the users of the product. With the insights of the first chapter the design goal was further specified as follows: “Design a location and time independent form of after school day care for children (10-14 years old) where: children experience affection, freedom and guidance, while it relieves parents during work without losing control, that fits the business operations of SWKGroep and adds value.” In the second chapter, Ideation/Iteration, ideas to reach the design goals where generated. To guide this process two interaction visions are developed. They formed the inspiration for new ideas and used to test whether ideas where still on track of solving the design goal. Two initial design concepts where developed and assessed during a co-creation session with employees of different layers within the organisation of SWKGroep. Together with the analysis of an weighted objectives method the decision is made to develop a chosen concept that uses the strengths of both initial concepts: TEQ TIME Coach. In the last chapter: Evaluation/Demonstration the chosen concept is tested and evaluated with parents and potential coaches. These user tests gave the insights which made it possible to develop the chosen concept into a final design. This design is presented in paragraph 3.2 at page 90. This project can be seen as the first part, research and ideation, of developing an innovative child care tool for children of 10-14 years old. The second part, implementation, will be a project for the future. This project ends with a implementation plan for this second phase.

Money is a worry for many people, and one of the main factor to create well-being in society. Nowadays, 44% of young adults, say that money is their main reason for suffering from stress (Pew Research Center, 2020). Most of the young adults (62%) don't feel financially stable and about two-thirds state that they are living short on money, from pay-day to pay-day (CNBC, 2019). They usually have student debt, a harder time getting a mortgage and a permanent contract and on average fewer earnings than previous generations. The problem of money and young adults is very common and could be scalable all over the world. In this project, the target group and the context were based on The Netherlands, due to the changing-situation nowadays of higher levels of debt, lower levels of income and difficulties to buy a get a mortgage, buy a house, or get a permanent contract (Nibud, 2019). Research shows that the correlation with the money that these people are earning is very little. It’s not a problem of income in most of the cases, but a problem of behaviour. The behavioural model of Fogg (Fogg, 2009) explains that new behaviour is developed when people feel motivated up to a certain degree and take action to include that certain behaviour in their everyday life. I wanted to provide young adults with a solution that combined motivation, triggers and ability. A lack of motivation and trust in financial services and of tools to create better money behaviour with a focus on the long-term goals for millennials was found. This graduation project has the goal of helping young adults with low financial capabilities that are in the contemplation stage (Prochaska 1979; Prochaska and DiClemente 1983) to change their current financial behaviour for one that improves their financial health in the future by offering tailored solutions. The whole project followed a double-diamond process (TU Delft, 2019) and was performed following a user-centred design and strategic design approach. For this project Research consisted of user and context research. Including activities like literature analysis, user and expert interviews, online surveys, benchmark analysis of competitors, creative sessions and desk analysis. These activities were useful to understand the Target group on a deeper level. The research phase studied the young adult's ambitions, problems, goals, values and needs about finances, as well as their behavioural, financial, demographical and cultural context. The user research insights combined with the contextual research insights were analysed and combined with a result of a problem definition and a design direction. The design direction looked into the use of Artificial Intelligence and social features to support people to create better money behaviour. The design direction was framed together with the design goal and vision. As a design vision, the financial journey was compared to a car journey and the solution of a navigation app indicated inspiring qualities and affordances to use as a starting point in the new phase of the project: ideation. The ideation phase consisted of a creative session, a definition of the key experiences and a creation of several concepts that after being tested and iterated in different levels of fidelity, lead to the final design. Finally, the report finishes with a definition of the final concept: SARA.AI, that supports young adults to become financially free by offering user-tailored solutions. SARA is a user-centred financial robot-advisor that is personalised and always available for the user, giving real-time information of the financial situation, and focused on improving the financial behaviour of the people. It’s about substituting the experience of having a financial advisor by a service which is user-centred designed, accessible, and smarter. SARA helps people by the use of three core experiences: Setting either spending limits or saving goals every month for the users, visualising the daily/monthly progress on a roadmap showing the future financial goals and the estimated time of arrival and using the power of social rewards and achievements to motivate users to keep improving. SARA.AI means financial freedom. It is about giving the users the power to live the life that they want. To choose their goals, the way to reach them, and to take control of their lives. Not only for people with knowledge in finances but for everyone.

Mobile ticketing solutions are proposed as an alternative to the OV-chipkaart in a vision created by the Nationaal Openbaar Vervoer Beraad (NOVB), a council consisting of public transport companies, local governments and consumer organisations. By taking a user-centred approach, a design vision was developed for mobile ticketing in Dutch public transport. An in-depth field study was conducted of the solutions available in Oslo, London and Seoul, focussing on the factors influencing the adoption rate and traveller experience. This identified factors influencing adoption, which served as the foundation for the proposed guidelines for a successful implementation of mobile ticketing solutions in the Netherlands. By conducting user and stakeholder interviews and evaluations, discussing working principles, developed ideas and concepts, the following design principles have been identified for a user-centred mobile ticketing solution in Dutch public transport. Efficient onboarding process - provide a set-up process that travellers are able to conduct on the go. Accessible, immediate travel - allow for immediate travel through a virtual mobile OV-chipkaart without high financial barriers. Dynamic interface, adaptive per phase - adapt to the traveller’s journey by providing context dependent information, such as arrival times. Provide the right information at the right time - Unburden travellers from uncertainty by pro-actively providing them with important contextual information. Mix Matters - Provide clear distinguishable alternatives as travellers can have different preferences for fare media. Independence from location-bound machines - Make sure that a mobile ticketing solution can operate independently from these location-bound machines. (e.g. mobile top up) Using these design principles, a customer journey and proposed design was made and a first prototype of the OV-betalen app was created. In order to comply to the established design principles, the OV-betalen app moves away from card-stored data and moves the data stored on the current OV-chipkaart to the backend. Evaluating this prototype with users has revealed that this proposed design was rated on average as ‘Best imaginable’ on the System Usability Scale (Bangor et al., 2009). Participants also indicated that they hope that the evaluated app becomes reality. This report shows the process towards this proposed design vision and also elaborates on an implementation strategy for further development.

Most people are familiar with play as entertainment in the form of toys and games for children, but the same cannot be said for play as a means to energise for adults. And taking breaks to refresh during work is not something that we are generally good at, as was reflected in the results of various interviews which can be found in this thesis. 
 Though there are many definitions of play floating about, Van Fleet & Feeney (2015) define play as an activity or behaviour built of three characteristics: (1) goal of amusement, (2) highly interactive and (3) immersive & absorbing. These core elements are exactly what makes play so difficult to implement, though simultaneously so valuable to employees in a work environment, which in many ways reflects the opposite of such elements. For example, in a work environment one is expected to strive for efficiency and success, whereas play aims to amuse. This thesis focuses on the conflicts that arise when playful behaviour meets the office setting, which were identified through qualitative research activities. Results of these activities indicated that there are many motives that withhold employees from using break facilities such as a ping pong table when they are offered by the company. For example, some individuals expressed that they want to spend their time efficiently, and therefore did not have time to play with such facilities. Others felt that they want to take a break at their own convenience, and gathering tools and opponents to play with, would certainly take away from that convenience. These motives formed the basis for design criteria to be used for evaluation of the design during development and a scope, which was based on two core user dilemmas: 1) I want to be fully engaged in an activity but still be mindful of those around me; 2) I want to spend time with colleagues, but I don’t want them to see my shortcomings. Through various iterations of ideating, prototyping and testing with users (including CREFM employees and StudioLab members), a final design was created to ultimately help energise office workers through playful breaks. This concept, aptly named Button Bash, consists of interactive, modular panels featuring buttons and light, as shown on the next page. In interaction with and appearance of the product, it adds a playful character to stiff surroundings, and helps users find opportunities to recharge through active play.

Grief is a complex experience without a specific endpoint. It follows a unique path for each person. Many support sources are available, but finding support that fits is difficult. This inspired Verening Leven met Dood to develop the Rouw Wegwijzer, an online platform that provides personalised grief support. The focus of this thesis is to develop the platform from a user-centred perspective, specifically focusing on emerging adults who have lost a parent while not residing at home, a demographic for whom grief can wield a disruptive, life-altering impact. The idea that grief has a set route and an end status of acceptance is a persistent, untrue belief in society. This shapes how bereaved think about their grief, how they are supported and what they expect from support. Contrary to this misconception, grief does not have a definitive end-point; rather, it involves a gradual and evolving understanding of the loss. Effective grief support refrains from attempting to “fix” grief but rather acknowledges the bereaved and their experiences. Conversely, unhelpful support consists of offering unsolicited or paternalistic advice and attempting to solve the grief, approaches that contradict acknowledgement. In this thesis, several research and design activities have been conducted to understand what grief is and what kind of support is considered supportive. Additionally, co-designing activities with the target group were conducted to find out what services are desirable for an online grief platform and how the interaction with the platform should be. It was identified that grief support can have many forms, but usually is shaped as conversations or text. However, talking about grief can be difficult, due to the topic being taboo, making the bereaved untrained in expressing themselves and their needs. Generative sessions with the target group revealed “Recognition” as a promising design direction. Bereaved can expand their emotional vocabulary, by recognizing their emotions and experiences in the expressions of others, ultimately leading to a deeper comprehension of their grief. This led to the following design goal: “We want to offer bereaved emerging adults a place to explore their (understanding and expression of) grief, via recognition in others’ understanding and expressions.” The final design is a platform that leverages recognition to uncover and identify grief experiences that might be difficult to put into words. It allows users to explore what is important for them while exploring and collecting varied content about grief, captured in texts, audio, images and videos. Based on the collected content, and the themes discussed in it, an overview is created of which themes seem relevant for the user. Then, per theme, the user can access information and support. The platform’s unique approach, transitioning from “exploring based on feelings” to a “structured and supportive” overview of relevant information and support, received positive feedback, with participants of the us-er test describing it as inspiring, clarifying and enlightening. However, usability issues hindered the user experience. Recommendations on how to improve the usability of the platform are made. Additionally, recommendations for further development of the Rouw Wegwijzer are given.

Currently, the Dutch supermarket Albert Heijn is using a push strategy to introduce new products to their end consumers, the grocery shoppers. When new products are launched in the supermarket, Albert Heijn notices that the grocery shoppers often do not purchase these new items. This raises a question which Albert Heijn is not yet able to answer: Why does the end consumer not decide to purchase these new products? Therefore, the purpose of this research has been to create an engaging iterative process for Albert Heijn. A process to gain an understanding of Albert Heijn’s grocery shopper’s needs regarding the different product elements during new product development in the fast-moving consumer goods (FMCG) industry. By understanding the grocery shopper’s needs, Albert Heijn has the possibility to stay relevant and have raison d’être.

The goal of this report is to study the way in which female university students (aged 18 to 25) deal with their moods during their menstruation, and to use this information to design a product to help them deal with their negative moods in a healthy way, by using resilience-focused mood-regulation strategies. Literature research and the field study conducted in this project show that menstruation is very negatively experienced by women, regardless of how heavy their menstruation is experienced. Their moods are mostly influenced by pain and the inconvenience of bleeding, while the study also showed that the biggest obstacle in daily life is the fluctuating moods caused by hormones. These fluctuations exist in personal patterns, but no literature nor this project’s field study shows universal patterns in mood fluctuations. The most practised mood strategies are rest, withdraw and repress. The study shows that female students do not want to show weakness, they want to work as well as they normally do at university and take painkillers to do so. They ignore all other struggles which tends to exhaust them, resulting in a lack of energy when they arrive home. This is when they finally rest and withdraw, as desired. This project presents the product ‘Mood Booth’ as a solution to these problems. The Mood Booth is a room, centrally placed in every university, for menstruating students to withdraw in. The room is designed for these students to perform a ritual in. This ritual is based on the two resilience-focused mood-regulation strategies most valuable to most menstruating women: embrace (embracing and accepting moods) and detach (distinguish between self and mood and engagement in mindfulness). The design of the Mood Booth’s interior stimulates the practise of these two mood regulation strategies in a twenty-minute ritual, which is guided by light changes. A visit to the Mood Booth should result into a more positive mood, a calmer state of mind and more strength on the long-term to benefit both the academic performance and the quality of personal time during menstruation. The outside of the Mood Booth is a statement, through both location and through the message on the front of the Mood Booth, against the stigma attached to menstruation. The Mood Booth aims to improve moods and does so by stimulating resilience-focused mood-regulation strategies, which answers closely to the design brief. The Mood Booth is also created to answer to the issues found in the research, while also tackling the stigma around menstruation.

Addressing complex and sensitive life/societal issues in parenting with young children can be difficult for parents. With racial inequality and discrimination coming to the front in society, also an interest in dealing with race and race-related issues in parenting arises. A colour blind view is endorsed by Dutch white people in general and as a consequence, a colour blind approach in parenting is popular. A colour blind approach in parenting means that parents avoid talking about race and race related issues. However, children already start developing race-related beliefs and behaviour from a young age (9 months), this is referred to as the ethnic-racial socialization process. The aim of this project was to come up with interaction principles / a guideline for parents to talk about a complex and sensitive life/societal topic like race and race-related issues. For parents to adopt a colour conscious approach in parenting; talking openly about race and race-related issues and take into account own biases. To start the project, a literature study was conducted. Negative effects of a colour blind approach were identified as well as the reasons why parents adopt a colour blind approach. Next to that, strategies in order to act colour conscious were identified through literature study based on experiences from parents identified as colour conscious. Also, the advice of experts were combined in a guideline on how to talk about race and race-related issues with young children in an age appropriate way. From the age of 7 a more sophisticated understanding of race and ethnicity develops and more serious topics can be discussed. The cognitive, emotional and social development of children in the age category 8-12 was investigated. A Concept mapping session was performed with three parents, to understand their behaviours, motives, values and needs. The session gave insights in parents drivers and barriers, strategies they use and their view on colour conscious strategies and the family context. From these insights two personas were made, both needing different triggers in order to establish a conversation about race and race-related issues. From the user research and the literature study, envisioned interaction qualities and criteria were made to use in the design. Ideas were generated in different design directions. It was chosen to design for the direct interaction between parent and child in the conversation. Several brainstorm sessions were done with design students to come up with inspiration. After this, explorations were done exploring the interplay of three main elements in the design: (1) the issue to address (2) the design form and (3) the principles to trigger the conversation. Multiple ideas were explored in three explorations. It was a journey in finding the content of and a way to facilitate the parent to have, a colour conscious conversation. In the last exploration two families evaluated the tool as well as a game design expert and a child and adolescent psychiatrist. The final design SPECTRUM is a conversation game that consists out of stories including social interaction where parent and child go through in a playful way. Being triggered and engaged by the stories challenges both the parent and the child to think from a broad spectrum; thinking in different perspectives by taking into account possible experiences, feelings, intentions, context, etc. Each story adresses another theme addressing race and race-related issues. To evaluate the game a prototype was made. The whole game experience was provided and three stories were worked out. This prototype was evaluated with three participating families. It evaluated on (1) the impact of the conversation, (2) the experience and (3) the usability. After the evaluation limitations of the project and recommendations for future research and development were addressed.