International train travel could serve as a more sustainable alternative to flying, especially for short distance journeys up to 750 km. Though both forms of transport have negative impacts, the environmental costs of travelling by train are significantly lower than travelling by plane (European Environmental Agency, 2021). Therefore, the European Union, governments, environmentalists and railway companies see great value in promoting train travel over flying for short distance journeys (Ministry of IenW, 2022).

In order to further promote this transition, a couple of action points have been identified by Donners (2018) to improve international train travel, ticketing being one of them. Unlike booking a flight ticket - which can be done within just a few clicks - finding, comparing, and booking a train ticket has proven to be a more challenging task. Recent research conducted by the University of St. Pölten in Austria (Preslmayr, 2022) revealed that one third of travellers are unable to complete their booking, highlighting the difficulty of this process. In order to promote the transition from air to rail for short distance journeys, the bookability of international train tickets in Europe needs to be improved.

It is difficult to change a complex system such as the international railway industry, but we can help travellers navigate it. This project aims to do that by redesigning a booking platform and app that support holiday travellers when booking and potentially rescheduling their international train journey in Europe with an intuitive booking process that provides clarity and guidance at every step leaving them feeling confident and excited about their journey.

An iterative design process led to the final design proposal. Created to be intuitive, supportive, adaptive and exciting, this redesign booking platform aims to ensure that every traveller, regardless of their prior travel experience, can easily book a suitable train ticket, leaving them feeling confident and excited about their journey ahead. The booking platform was designed to align with the user needs and decision making patterns. Core features to support this include route characteristics, transfer alternatives and search filters. A travel app was redesigned to complement the booking platform, creating a bridge between the booking process and the train journey. In case disruption does occur, the travellers are supported by the travel app that provides clear guidance for how they can continue their journey.

The user evaluation of the final design proposal shows promising results with an excellent score on its usability according to the adjective rating scale of Bangor et al. (2009) and positive responses from participants. To facilitate this redesigned user journey, some supportive processes need to be improved, including open communication and collaboration between carrier and ticket distributors, updated route information database and an EU wide disruption protocol.

All in all, it is difficult to change a large complex system such as the international train industry, but we can help travellers navigate it. While the railway system is expected to evolve, impactful changes may take time. Meanwhile, optimising services through redesigns can have a significant immediate effect on the travellers experience and provide access to a sizable potential customer segment. Therefore, further exploring and implementing the designs as proposed in this report will improve the bookability of international train tickets in Europe.

The purpose of this graduation thesis is to design for Tiler’s long- term strategy, based on research into mobility. As a hardware startup that produces a wireless charging solution for light electric vehicles, Tiler sought guidance on its next steps to grow into a thriving business in the future. The company finds itself in the tumultuous mobility industry, which changes fast as the world tries to decarbonise transport. The mobility transition requires collaboration between different stakeholders such as municipalities, mobility providers and other parties that help to enable the changes society wants to see. Forging a future of sustainable transport in cities results in boosts of innovation and regulatory responses as we try to define what we want urban mobility to be like.
After conducting in-depth research into the mobility context during the exploration phase, this project describes the design process of creating a dynamic roadmap for Tiler as a strategic tool for the future. This concept was crafted based on trend research, knowledge of the stakeholder system and technologies that could drive the product evolution. The designed roadmap distinguishes itself from the common format as it integrates the uncertainties of the mobility context through use of scenarios. To evaluate the content, the concept was tested with experts. To discover the value for Tiler, the concept was evaluated with the team in the form of a workshop. In this session, I facilitated a walk-through of the concept which triggered discussions about the impact of alternative future scenarios.
Based on this evaluation, the team has gained insights on which markets to approach, which stakeholders to manage closely and the importance of continuing the conversation about the company’s future strategy on a weekly basis. The dynamic roadmap concept shows the potential to be adopted by the company. Furthermore, to extends its application, additional research and design activities could focus on making it suitable for other target groups and adding additional visual elements to bring the future to life even more.

This thesis has been written to conclude the master’s programs Design for Interaction and Communication Design for Innovation. The focus of this thesis is on the digital transformation within the de Volkskrant organisation and was commissioned by DPG Media, de Volkskrant’s parent company.
Since the digital transformation started, de Volkskrant has been struggling to keep up with technological developments. Partly because they rely on DPG Media to facilitate the infrastructure of their digital products, but within the de Volkskrant organisation, there is a lack of vision on what de Volkskrant should be as a digital medium. Therefore, this thesis explores the possibilities and challenges de Volkskrant currently faces and how the context, readers and organisation all play a role in that.
I used two methods; Human-Centred Design(UCD) and Design-Based Research (DBR). From this research, I concluded that the service that should be designed for de Volkskrant should be a mobile application. The interaction vision for this mobile application is the following: The mobile app guides the de Volkskrant reader through the articles and archives of de Volkskrant. It supports them in learning new things and exploring new perspectives. After reading digital news, readers feel in control, empowered, and accomplished. Additionally, some advice to the de Volkskrant organization was developed: By becoming a digital-first organisation, de Volkskrant can accelerate its digital transformation. It should play to its strengths of being a brand that readers go to for its good analytical articles and columnists. Additionally, it should use the development of its digital products as opportunities for change by involving all levels of the organisation into the design process. Thus, the result of this thesis is a proposal for a mobile app design as well as advice for the de Volkskrant organisation on how to accelerate the transition to a digital-first mindset and utilise the design process along the way to incite change within the company. To summarise, de Volkskrant should implement features into the mobile implication such as Dossiers, that bundle articles, and Overview, which provide a visual overview of articles, to not only create a better reading experience but to increase collaboration between departments as well.

Concerns regarding the environmental impact of the aviation sector areincreasing. Especially short distance flights within Europe are criticized,since these itineraries could be replaced by more sustainable alternatives,namely international trains. More specifically, international trains combinedwith long distance flights, the air-rail journey, could be a sustainablealternative for the multi-leg flight. This graduation project explores whatis needed to make a shift from multi-leg flights to air-rail journeys withinEurope in 2030.The project is executed within the Seamless Personal Mobility Lab.Partners of the project are NS International, Schiphol Group, KLM RoyalDutch Airlines and the Ministry of Infrastructure and Water management.The stakeholders are involved during the entire project. Above all, theproject took an use-centered approach, which means that the user’sperspective is leading. The project explores how the future air-rail journeycould truly address the needs and wishes of the international air-railtraveller.The goal of the project is to create a design vision for air-rail journeys, thatfacilitates in creating a seamless travel experience between planes andinternational trains within Europe. To create this design vision, researchregarding the rationale, steps & patterns, users and stakeholders isconducted. This creates understanding of the needs, wishes and currentproblems surrounding air-rail journeys.Based upon the user research, the needs of international air-rail travellerscan be defined with the use of six need-based personas: The determinedsurvivor, the vulnerable rookie, the self-sufficient manager, the peacefulcollaborator, the spontaneous adventurer and the certainty seeker. heanalysis shows that international trains and flights are not well integrated,which makes the system hard to access, results in an incoherent serviceand creates an uncertain travel experience. This negatively influences thechoice for a more sustainable alternative than the air-air journey.Based upon the gathered insights, a design vision for future air-rail journeyis designed. First a concept vision is created, which is evaluated with usersand stakeholders. After that, the final service design vision of the AirRailAlliance is developed, based upon the gathered insights.The AirRail Alliance aims to unify air and rail, stimulates travellers to choosefor air-rail and assures them about and throughout the journey. By creatinga fair choice and providing a comfortable transfer and coherent services,the service aims to stimulate international air-rail travellers to choose forair-rail journeys instead of multi-leg flights. The AirRail alliance integratesservices, provides continuous guidance and manages disruptions over theentire journey. The traveller should experience this collaboration betweentrain operators and airlines, in the feeling of one coherent and unifiedjourney. Ultimately, continuous guidance, support and integrated disruptionmanagement should result in a feeling that nothing can go wrong, thefeeling of assurance.By implementing the service according to the strategic roadmap, anambitious scenario of substitution from air to rail can become reality in2030. This scenario will mean that around 12.000 air-rail travellers a daywill travel with the AirRail Alliance, which could lead to the substitution of63.000 flights on a yearly basis.

An analysis of the declining use of cash within the Netherlands and the eurozone. Recommendations and a redesign are created to tackle the challenges of both a declining cash cycle and a society with limited cash use.

In the Netherlands 23% of the population (3.9 million people) has been treated by one of the 21.000 physical or practice therapists, in order to recover from a physical complaint. Of these patients, 80% needs to exercise in order to rehabilitate from their complaint. However, a large problem arises since 50-70% of the patients do not do as they are instructed. This project focuses on creating a business viable solution, aiming to increase the amount that patients exercise.

This project originated from problems that the researcher experienced, personally as a patient. A first step to a solution was sought within the Ready to Start up course (Q2, 2016). The project continued as an entrepreneurial graduation in collaboration with Rik Burger, a TU Delft alumnus. Rik Burger had developed a technology to improve the exercise execution quality. This formed the starting point of this project.

The project has taken an integral approach by focusing on the aspects of: human (desirability), business (viability), technology (feasibility) and society (responsibility). Extensive desk research regarding the market, literature study and qualitative research, have been conducted. Altogether: 50 patients were surveyed and 9 patients, 25 therapists, 2 care purchasers (Dutch: zorginkoper), 2 financial chiefs of two large healthcare institutions and 1 paramedical advisor of an insurance company were all interviewed.

Through literature study and qualitative research a model was established which depicts 17 means to increase the amount that patients exercise. After internal and external ideation, 13 different functionalities were sketched and proposed to patients. The 9 selected functionalities formed one concept, named UNIPHY, which was proposed to therapists. Through their feedback the concept was enhanced. Subsequently, a high fidelity prototype was created, which was once again proposed to therapists.

The problem of not exercising as recommended, has been identified as complex, and to be one of the elements that harms healthcare quality. The designed product service system has evolved into an integral approach towards the improvement of exercise therapy quality and thereby the amount that patients exercise. Through a patient application and therapist dashboard, UNIPHY offers digital tools (figure on the right) which enable remote: support, evaluation, and management. With the help of these tools, the product service system facilitates the physical rehabilitation process which is expected to become faster, safer and delightful. Through qualitative research, patients and therapists have indicated to expect an increase in quality and thereby compliance.

Using UNIPHY, it is expected that the quality of life for 1 million patients can be increased and that healthcare costs related to exercise therapy will be reduced. Both aspects are considered to be a benefit for the insurance companies as well as to Dutch society. Research has indicated that the therapy market is competitive and that therapists are underpaid, and are therefore in need for a differentiating service. With the help of UNIPHY, they are expected to be able to do so and thereby increase their market share.

However, regarding the design, several aspects of the product still need to be developed further. The usage of sub goals, which plays a large role in drastically reducing the amount of time spent by a therapist, requires more detail through usage of actual use cases. Furthermore, currently patients are still able to falsely register their physical activity. Although attempts are made to obstruct this, research will still be required to investigate its impact. Lastly, several aspects of the posture feedback functionality need to be developed further. This can be done once the required technology is developed further to realize feedback that is sufficiently accurate.

According to the first estimations, €75K seed funding will be required in order to take this project further. The process of attracting funding can be initiated as soon as the business plan is finalized. With seed funding at hand, the product should be evaluated as a whole with the help of a second generation prototype. Once this is positively evaluated, the UNIPHY minimum viable product (MVP) needs to be designed, tested for its usability and validated through a clinical trial. To do the latter, a healthcare institution partnership will be essential. After validation of the essence, it is expected that the concept can grow further. With the help of another round of funding, more functionalities can be included.

This graduation report was commissioned by NS International to determine the wants and needs of travellers while travelling internationally by train, but also to identify the barriers which prevent travellers from actually using the train for cross-border travel in order to design a service proposition. This proposition will contribute to a pleasant customer experience for customers of NS International.The analysis shows that most travellers choose their means of transport based on travel cost and travel time. Overall, customers find international train travel too expensive and can get faster on their destination by car, for short distances, or by airplane, for long distances. In order to strengthen the competitiveness of international train travel the train network should be improved with more direct, high-speed connections.In order to make these changes the market should be open upped for competition or he collaboration between operators should be improved. Railways have to collaborate in order to provide cross-border services to travellers, but the railways are independently managed railways, which has a negative influence on the customer experience. With the current regulations, it is difficult for operators to operate on their own and to make real changes in the market.Since NSI has little influence in the market and is dependent on other operators, the innovation space is very small. However, several customer wants and needs can still be met without involving other railways. The analysis showed that inexperienced train travellers are quite uncertain during international train trips and want to be provided with relevant information about their trip.The customer needs gained in the analysis formed the basis for the development of four experience factors; insight, certainty, control and personal. These factors were used to guide the development of the service proposition.In the end, the service proposition Track & Change as developed. The service proposition aims to gives customers more control over their journey in order to reduce the anxiety, especially the anxiety of transferring, which travellers experience during their train trip. In this two-sided service concept, NSI ‘tracks’ its customers and provides them with information about their trip. In case of any disruptions in the customer’s trip NSI will informs it customers and provided them with the possibility to make changes when needed.The service proposition consists of five main components, which together aim to enhance travel comfort by reducing the anxiety customers experience when having to transfer trains. The first component is Mijn NS International, which is a personal domain in which customers can get access to up-to-date information about their bookings. This domain also gives access to the second component, Travel Support, which updates customers with relevant information of their booking both before and after departure. Customers can indicate their preferences in relation to the updates they want to receive.In case customers missed their transfer, NSI provides them with the Available Train Overview, the thirds component which also can be access via the personal domain. In this overview customers can indicated with which alternative train they want to travel.The fourth component is Tailor Transfer, in which customers can choose their transfer time during booking. Customers also get inspired with activities in and around the transfer station.The last component is Tip Loader, which provides customers with relevant tips during booking related to their current search command.