E.Y. Kim
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33 records found
1
Design Intervention Patterns in Complex Design Challenges
A Longitudinal Study of Design Trajectories in Future Mobility Project Briefs
The mobility sector increasingly operates under conditions characterized by persistent uncertainty, rapid technological change, and complex stakeholder dynamics, often described as volatile, uncertain, complex, and ambiguous (VUCA) contexts. Building on prior work that examined design process trajectories in airport ecosystem cases, we introduce Dynamic Stability framework as a theoretical lens to interpret how design teams balance exploration and coherence in open-ended future mobility design project contexts. This paper examines how novice design teams navigate these complex challenges through a longitudinal analysis of 80 student projects (61 coded) from four annual offerings (2021–2025) of a project-based future mobility design course at a major research university in the Netherlands. Our longitudinal analysis reveals recurring design intervention patterns of reframing, integration of multi stakeholder views, and situational adoption of transition heuristics, and the cross-tabulation of innovation level (project; service; and system) and intervention type (Redesign; Reframe; Repurpose; and Reimagine). System-level outcomes appear exclusively in multimodal and emerging domains. Also, our research reveals that product outcomes are predominantly reached via Redesign, Service outcomes via Reframe, and System outcomes exclusively via Reframe or Reimagine. Our findings offer implications for design pedagogy, curriculum innovation, and dynamic stability theory and framework building in complex and extreme system designs.
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The mobility sector increasingly operates under conditions characterized by persistent uncertainty, rapid technological change, and complex stakeholder dynamics, often described as volatile, uncertain, complex, and ambiguous (VUCA) contexts. Building on prior work that examined design process trajectories in airport ecosystem cases, we introduce Dynamic Stability framework as a theoretical lens to interpret how design teams balance exploration and coherence in open-ended future mobility design project contexts. This paper examines how novice design teams navigate these complex challenges through a longitudinal analysis of 80 student projects (61 coded) from four annual offerings (2021–2025) of a project-based future mobility design course at a major research university in the Netherlands. Our longitudinal analysis reveals recurring design intervention patterns of reframing, integration of multi stakeholder views, and situational adoption of transition heuristics, and the cross-tabulation of innovation level (project; service; and system) and intervention type (Redesign; Reframe; Repurpose; and Reimagine). System-level outcomes appear exclusively in multimodal and emerging domains. Also, our research reveals that product outcomes are predominantly reached via Redesign, Service outcomes via Reframe, and System outcomes exclusively via Reframe or Reimagine. Our findings offer implications for design pedagogy, curriculum innovation, and dynamic stability theory and framework building in complex and extreme system designs.
How automation impacts worker ecosystems in organizations
A case study of autonomous bus operations at an international airport
Book chapter
(2026)
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Garoa Gomez-Beldarrain, Femke van Dam, Euiyoung Kim, Himanshu Verma, Alessandro Bozzon
Organizations are increasingly immersed in automation programs aimed at enhancing operational efficiency, yet these initiatives fundamentally impact and reshape traditional workplaces. Prior research has examined automation's effects on workers who directly interact with it, but less attention has been given to how broader worker ecosystems are impacted. To address this gap, we investigate an autonomous shuttle bus project at an international airport. We conduct an interview study with nine external experts holding prior experience in similar automation contexts. To engage participants in discussing the impacts of a future autonomous bus operation, we utilize systemic design as a lens and conduct co-design activities with them. Our findings surface key tasks, responsibilities, scenarios, and implementation considerations that affect workers within the broader ecosystem. Through this empirical case, we intend to move beyond techno-centric approaches to automation and illustrate the value of incorporating systemic perspectives in worker-centered automation efforts.
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Organizations are increasingly immersed in automation programs aimed at enhancing operational efficiency, yet these initiatives fundamentally impact and reshape traditional workplaces. Prior research has examined automation's effects on workers who directly interact with it, but less attention has been given to how broader worker ecosystems are impacted. To address this gap, we investigate an autonomous shuttle bus project at an international airport. We conduct an interview study with nine external experts holding prior experience in similar automation contexts. To engage participants in discussing the impacts of a future autonomous bus operation, we utilize systemic design as a lens and conduct co-design activities with them. Our findings surface key tasks, responsibilities, scenarios, and implementation considerations that affect workers within the broader ecosystem. Through this empirical case, we intend to move beyond techno-centric approaches to automation and illustrate the value of incorporating systemic perspectives in worker-centered automation efforts.
Internal and external design integration, launch strategy proficiency, and new product development performance
The contingent role of market dynamism
Design capabilities have been recognized as drivers of innovation, yet the distinction between internal and external design integration remains largely underexplored, as do the ways through which these integration types contribute to new product development (NPD) performance. Drawing on the dynamic knowledge management view, this study conceptualizes internal and external design integration as distinct loci of market-facing knowledge generation that are associated with launch strategy proficiency and, in turn, with NPD performance. Survey data from 247 U.S. firms show an indirect association between both types of design integration and NPD performance through launch strategy proficiency. Market dynamism reveals a capability reversal. Under stable market conditions, internal design integration is positively associated with launch strategy proficiency, whereas external design integration becomes negatively associated with it at very low levels of dynamism. Under dynamic market conditions, external design integration is positively associated with launch strategy proficiency, whereas the association between internal design integration and launch strategy proficiency is attenuated. The findings connect the design and marketing research streams and offer guidance for decision-makers on aligning the locus of design integration with the level of market dynamism.
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Design capabilities have been recognized as drivers of innovation, yet the distinction between internal and external design integration remains largely underexplored, as do the ways through which these integration types contribute to new product development (NPD) performance. Drawing on the dynamic knowledge management view, this study conceptualizes internal and external design integration as distinct loci of market-facing knowledge generation that are associated with launch strategy proficiency and, in turn, with NPD performance. Survey data from 247 U.S. firms show an indirect association between both types of design integration and NPD performance through launch strategy proficiency. Market dynamism reveals a capability reversal. Under stable market conditions, internal design integration is positively associated with launch strategy proficiency, whereas external design integration becomes negatively associated with it at very low levels of dynamism. Under dynamic market conditions, external design integration is positively associated with launch strategy proficiency, whereas the association between internal design integration and launch strategy proficiency is attenuated. The findings connect the design and marketing research streams and offer guidance for decision-makers on aligning the locus of design integration with the level of market dynamism.
Navigating systemic instability in aircraft turnaround
A strategic framework for complex airport ecosystems
Designers increasingly operate in volatile, complex, multi-actor systems where continuous alignment and coordinated action must be maintained despite shifting and unpredictable external conditions. Building on Extreme Design and Dynamic Stability theories, this paper investigates how these constructs can be operationalized in high-complexity socio-technical environments. The airport ecosystem—particularly aircraft turnaround—is examined as an extreme empirical case, where hundreds of tightly coupled activities must be executed within strict temporal constraints by multiple autonomous stakeholders, including airlines, airports, ground handling companies, and air traffic control authorities. This study adopts a multi-method approach, combining literature triangulation, expert interviews, speculative co-design with subsequent independent validation through industry engagement to analyze how coordination is sustained under disruption and to identify systemic drivers of instability in turnaround operations. The findings reveal persistent misalignments in ownership, fragmented execution structures, temporal dependencies, and limited adaptability across stakeholder boundaries. In response, we propose the Ownership–Execution framework as a design intervention that enables stakeholders, including aviation OEMs, to visualize, anticipate, and actively manage dynamic shifts in responsibility and execution across interconnected operational processes and decision-making contexts. By integrating Extreme Design and Dynamic Stability, this paper contributes a theoretically grounded and practically actionable framework for navigating systemic instability in complex, high-stakes socio-technical systems, offering implications for design research, practice, policy, and future interdisciplinary investigations.
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Designers increasingly operate in volatile, complex, multi-actor systems where continuous alignment and coordinated action must be maintained despite shifting and unpredictable external conditions. Building on Extreme Design and Dynamic Stability theories, this paper investigates how these constructs can be operationalized in high-complexity socio-technical environments. The airport ecosystem—particularly aircraft turnaround—is examined as an extreme empirical case, where hundreds of tightly coupled activities must be executed within strict temporal constraints by multiple autonomous stakeholders, including airlines, airports, ground handling companies, and air traffic control authorities. This study adopts a multi-method approach, combining literature triangulation, expert interviews, speculative co-design with subsequent independent validation through industry engagement to analyze how coordination is sustained under disruption and to identify systemic drivers of instability in turnaround operations. The findings reveal persistent misalignments in ownership, fragmented execution structures, temporal dependencies, and limited adaptability across stakeholder boundaries. In response, we propose the Ownership–Execution framework as a design intervention that enables stakeholders, including aviation OEMs, to visualize, anticipate, and actively manage dynamic shifts in responsibility and execution across interconnected operational processes and decision-making contexts. By integrating Extreme Design and Dynamic Stability, this paper contributes a theoretically grounded and practically actionable framework for navigating systemic instability in complex, high-stakes socio-technical systems, offering implications for design research, practice, policy, and future interdisciplinary investigations.
As in-car applications evolve, the potential to personalize the user experience through data and AI is becoming a key focus in automotive research. This workshop will explore how real-time data from sensors, user preferences, and behavioral insights can be leveraged to create individual in-car experiences. Current trends in AI-driven personalization, including voice assistants, adaptive interfaces, and predictive algorithms, will be discussed. Participants will dive into challenges such as privacy, data security, and user acceptance, while also exploring new possibilities for enhancing the in-car experience. Through interactive discussions and hands-on case studies, this workshop aims to uncover innovative ways to use data and AI to enrich automotive user interfaces.
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As in-car applications evolve, the potential to personalize the user experience through data and AI is becoming a key focus in automotive research. This workshop will explore how real-time data from sensors, user preferences, and behavioral insights can be leveraged to create individual in-car experiences. Current trends in AI-driven personalization, including voice assistants, adaptive interfaces, and predictive algorithms, will be discussed. Participants will dive into challenges such as privacy, data security, and user acceptance, while also exploring new possibilities for enhancing the in-car experience. Through interactive discussions and hands-on case studies, this workshop aims to uncover innovative ways to use data and AI to enrich automotive user interfaces.
The impact of design thinking and artificial intelligence capabilities on performance
The role of new product development decision-making agility
Design thinking and artificial intelligence (AI) capabilities are gaining prominence in today’s dynamic markets. However, research gaps remain regarding their influence on the outcomes of new product development (NPD), such as decision-making agility, and the structural conditions facilitating or impeding their effective implementation. Considering design thinking as a dynamic capability and AI capabilities as technology-driven innovation enablers, this study examines their impact on NPD performance via NPD decision-making agility. An empirical investigation using data collected from 230 U.S. firms shows that design thinking and AI capabilities positively influence agility, which in turn drives NPD performance. This study also uncovers that the moderating role of organizational formalization attenuates the impact of design thinking on NPD decision-making agility but strengthens the impact of AI capabilities on NPD decision-making agility. These findings provide NPD managers with insights into using these capabilities to enhance agility and improve NPD performance in the organizational context.
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Design thinking and artificial intelligence (AI) capabilities are gaining prominence in today’s dynamic markets. However, research gaps remain regarding their influence on the outcomes of new product development (NPD), such as decision-making agility, and the structural conditions facilitating or impeding their effective implementation. Considering design thinking as a dynamic capability and AI capabilities as technology-driven innovation enablers, this study examines their impact on NPD performance via NPD decision-making agility. An empirical investigation using data collected from 230 U.S. firms shows that design thinking and AI capabilities positively influence agility, which in turn drives NPD performance. This study also uncovers that the moderating role of organizational formalization attenuates the impact of design thinking on NPD decision-making agility but strengthens the impact of AI capabilities on NPD decision-making agility. These findings provide NPD managers with insights into using these capabilities to enhance agility and improve NPD performance in the organizational context.
Key Considerations for the Automation of Physical Work in Organizations
The Effect of Stakeholders
In organizations, the adoption of automation is a crucial yet understudied phenomenon that surrounds the provision of successful human-automation teamwork in physical work settings. Automation adoption is an entangled process, where the social and technical aspects of organizations mutually shape each other. In this paper, we specifically focus on the stakeholders that affect automation adoption, to expose how their dynamics and practices to conceptualize, develop, and deploy automation could influence the facilitation of successful human-automation teams. First, we present our research in a specific organization, Amsterdam Airport Schiphol. Second, based on our insights, we discuss the key role of practitioners, technology suppliers, workers, and ecosystem actors regarding automation adoption; we illustrate their perspectives and development pathways, to point at key aspects that could influence the design of successful human-automation teams. Finally, we derive takeaways concerning the design of human-automation teams, that aim to inform future HCI research.
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In organizations, the adoption of automation is a crucial yet understudied phenomenon that surrounds the provision of successful human-automation teamwork in physical work settings. Automation adoption is an entangled process, where the social and technical aspects of organizations mutually shape each other. In this paper, we specifically focus on the stakeholders that affect automation adoption, to expose how their dynamics and practices to conceptualize, develop, and deploy automation could influence the facilitation of successful human-automation teams. First, we present our research in a specific organization, Amsterdam Airport Schiphol. Second, based on our insights, we discuss the key role of practitioners, technology suppliers, workers, and ecosystem actors regarding automation adoption; we illustrate their perspectives and development pathways, to point at key aspects that could influence the design of successful human-automation teams. Finally, we derive takeaways concerning the design of human-automation teams, that aim to inform future HCI research.
Why does Automation Adoption in Organizations Remain a Fallacy?
Scrutinizing Practitioners' Imaginaries in an International Airport
In organizations, the interest in automation is long-standing. However, adopting automated processes remains challenging, even in environments that appear highly standardized and technically suitable for it. Through a case study in Amsterdam Airport Schiphol, this paper investigates automation as a broader sociotechnical system influenced by a complex network of actors and contextual factors. We study practitioners' collective understandings of automation and subsequent efforts taken to implement it. Using imaginaries as a lens, we report findings from a qualitative interview study with 16 practitioners involved in airside automation projects. Our findings illustrate the organizational dynamics and complexities surrounding automation adoption, as reflected in the captured problem formulations, conceptions of the technology, envisioned human roles in autonomous operations, and perspectives on automation fit in the airside ecosystem. Ultimately, we advocate for contextual automation design, which carefully considers human roles, accounts for existing organizational politics, and avoids techno-solutionist approaches.
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In organizations, the interest in automation is long-standing. However, adopting automated processes remains challenging, even in environments that appear highly standardized and technically suitable for it. Through a case study in Amsterdam Airport Schiphol, this paper investigates automation as a broader sociotechnical system influenced by a complex network of actors and contextual factors. We study practitioners' collective understandings of automation and subsequent efforts taken to implement it. Using imaginaries as a lens, we report findings from a qualitative interview study with 16 practitioners involved in airside automation projects. Our findings illustrate the organizational dynamics and complexities surrounding automation adoption, as reflected in the captured problem formulations, conceptions of the technology, envisioned human roles in autonomous operations, and perspectives on automation fit in the airside ecosystem. Ultimately, we advocate for contextual automation design, which carefully considers human roles, accounts for existing organizational politics, and avoids techno-solutionist approaches.
On Attitudes, Norms, Control Beliefs and Interfaces
Why Sustainable Transport Adoption is not an HCI Problem
Conference paper
(2025)
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Ambika Shahu, Paniz Moazami Goodarzi, Euiyoung Kim, Shadan Sadeghian, Philipp Wintersberger
Promoting sustainable mobility requires technological innovation and changes in individual travel behavior. Using the Theory of Planned Behavior, we examined how attitudes, norms, and perceived control shape the willingness to adopt alternatives to car use. We designed 38 future commuting scenarios, each of which isolated a single dimension across three mobility concepts: public transportation, cycling, and shared automated vehicles. In an online survey (N = 168), participants rated their willingness to switch modes and pay more. To deepen our understanding, we conducted follow-up interviews (N = 10), exploring their everyday mobility practices and their likes and dislikes regarding the practicality of the future scenarios. Our findings show that features linked to instrumental attitudes and control beliefs elicit stronger intentions than affective cues, ecological appeals were less persuasive. We argue that effective behavior change depends on linking motivational factors to the realities of everyday mobility contexts.
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Promoting sustainable mobility requires technological innovation and changes in individual travel behavior. Using the Theory of Planned Behavior, we examined how attitudes, norms, and perceived control shape the willingness to adopt alternatives to car use. We designed 38 future commuting scenarios, each of which isolated a single dimension across three mobility concepts: public transportation, cycling, and shared automated vehicles. In an online survey (N = 168), participants rated their willingness to switch modes and pay more. To deepen our understanding, we conducted follow-up interviews (N = 10), exploring their everyday mobility practices and their likes and dislikes regarding the practicality of the future scenarios. Our findings show that features linked to instrumental attitudes and control beliefs elicit stronger intentions than affective cues, ecological appeals were less persuasive. We argue that effective behavior change depends on linking motivational factors to the realities of everyday mobility contexts.
As the development of Generative AI technology continues to progress, the opportunity for innovation with AI in the form of user interfaces, products and services within vehicles is expanding. Furthermore, automobiles are undergoing major transformations in design due to changes in the underlying technology resulting in evolved user needs, behaviors, activities and aspirations. This workshop is aimed at providing the participants hands-on experience of designing novel Generative AI interfaces for vehicles. While working on the design challenge as the connecting thread, we will introduce and weave together modules of knowledge domains focusing on Human-centered design, Ethical and Responsible behavior, and Autonomy in vehicles. Participants will learn about and engage collaboratively in employing design methods such as Co-creation using Activity Canvases, Enactment, Wizard of Oz, Bodystorming and inter-group discussion. As the outcome, we aim to publish participant’s design concepts as a booklet and a research paper, and seek new research collaborations.
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As the development of Generative AI technology continues to progress, the opportunity for innovation with AI in the form of user interfaces, products and services within vehicles is expanding. Furthermore, automobiles are undergoing major transformations in design due to changes in the underlying technology resulting in evolved user needs, behaviors, activities and aspirations. This workshop is aimed at providing the participants hands-on experience of designing novel Generative AI interfaces for vehicles. While working on the design challenge as the connecting thread, we will introduce and weave together modules of knowledge domains focusing on Human-centered design, Ethical and Responsible behavior, and Autonomy in vehicles. Participants will learn about and engage collaboratively in employing design methods such as Co-creation using Activity Canvases, Enactment, Wizard of Oz, Bodystorming and inter-group discussion. As the outcome, we aim to publish participant’s design concepts as a booklet and a research paper, and seek new research collaborations.
Although the topic of dynamic design capabilities is emerging in the literature and the design community, no research has yet offered an operationalization that considers the strategic integration of DDCs within the organization. This Research Design paper aims to address this gap by defining, conceptualizing, and measuring DDCs through multiple validation studies. Specifically, a scale development procedure grounded on measurement theory will operationalize DDCs through their operational and regenerative dimensions. Drawing on the theory of dynamic capabilities, this paper also presents a conceptual model that will be used to test and validate the newly developed construct of DDCs. This conceptualization explores the influence of DDCs on business model innovation and innovation performance under varying conditions, such as volatility, uncertainty, complexity, and ambiguity (VUCA).
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Although the topic of dynamic design capabilities is emerging in the literature and the design community, no research has yet offered an operationalization that considers the strategic integration of DDCs within the organization. This Research Design paper aims to address this gap by defining, conceptualizing, and measuring DDCs through multiple validation studies. Specifically, a scale development procedure grounded on measurement theory will operationalize DDCs through their operational and regenerative dimensions. Drawing on the theory of dynamic capabilities, this paper also presents a conceptual model that will be used to test and validate the newly developed construct of DDCs. This conceptualization explores the influence of DDCs on business model innovation and innovation performance under varying conditions, such as volatility, uncertainty, complexity, and ambiguity (VUCA).
'Talking with Your Car'
Design of Human-Centered Conversational AI in Autonomous Vehicles
The Development of Fully Autonomous Vehicles (AVs) would fundamentally change the nature of in-vehicle user interactions, behaviors, needs, and activities. Passengers free from driving would expect to undertake diverse Non-Driving-Related Tasks to keep themselves occupied. Introducing Conversational Artificial Intelligence (CAI) in Level 5 AVs could improve the in-vehicle user experience (UX). To explore this, firstly, we identify what roles and relationships can CAI play towards end-users of AVs through end-user interviews and thematic analysis. Secondly, we examine how end-users qualitatively assess the embodied UX of the CAI roles and relationships through guided brainstorming, post simulator interaction experiments employing Wizard of Oz setup and Participant Enactment methods. Results show that Tour Guide, Mentor, and Storyteller were the most preferred CAI roles, and that Human-CAI relationships are maintained if the CAI mediates in-vehicle user activities, interactions, sharing of vehicle control, and deep conversations. We discuss the research implications and propose design guidelines.
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The Development of Fully Autonomous Vehicles (AVs) would fundamentally change the nature of in-vehicle user interactions, behaviors, needs, and activities. Passengers free from driving would expect to undertake diverse Non-Driving-Related Tasks to keep themselves occupied. Introducing Conversational Artificial Intelligence (CAI) in Level 5 AVs could improve the in-vehicle user experience (UX). To explore this, firstly, we identify what roles and relationships can CAI play towards end-users of AVs through end-user interviews and thematic analysis. Secondly, we examine how end-users qualitatively assess the embodied UX of the CAI roles and relationships through guided brainstorming, post simulator interaction experiments employing Wizard of Oz setup and Participant Enactment methods. Results show that Tour Guide, Mentor, and Storyteller were the most preferred CAI roles, and that Human-CAI relationships are maintained if the CAI mediates in-vehicle user activities, interactions, sharing of vehicle control, and deep conversations. We discuss the research implications and propose design guidelines.
Design for Dynamic Stability
Investigating Dutch Startups' Strategic Reactions to Economic Deglobalization
Economic deglobalization, characterized by reduced global integration and interaction, presents significant challenges for startups with limited resources to adapt and innovate their resource management and business growth strategies. This paper investigates how innovative technical startups based in the tech incubator program in the Netherlands respond to economic deglobalization, focusing on their strategic management of competitive resources to achieve dynamic stability—-the ability of a business to return to steady or new status after an external disturbance. Findings are thematically concluded with six main resource management strategies: flexible supply chain, comprehensive talent planning, an optimized mix of investments, the value of time and money, diversified marketing strategies, and clear knowledge security. By designing a systematic framework for startups to navigate dynamic stability, our research identified the effectiveness of channel resilience, operational adaptability, and executive innovation in an economically deglobalized world as the strategic designary reactions to economic deglobalization.
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Economic deglobalization, characterized by reduced global integration and interaction, presents significant challenges for startups with limited resources to adapt and innovate their resource management and business growth strategies. This paper investigates how innovative technical startups based in the tech incubator program in the Netherlands respond to economic deglobalization, focusing on their strategic management of competitive resources to achieve dynamic stability—-the ability of a business to return to steady or new status after an external disturbance. Findings are thematically concluded with six main resource management strategies: flexible supply chain, comprehensive talent planning, an optimized mix of investments, the value of time and money, diversified marketing strategies, and clear knowledge security. By designing a systematic framework for startups to navigate dynamic stability, our research identified the effectiveness of channel resilience, operational adaptability, and executive innovation in an economically deglobalized world as the strategic designary reactions to economic deglobalization.
Revealing the Challenges to Automation Adoption in Organizations
Examining Practitioner Perspectives from an International Airport
Sustained adoption of automation is a problem for organizations, despite the promised benefits of automation and the propensity for organizations to expect it to transform their workplaces. To address this problem, previous work in HCI has mostly considered the perspectives and experiences of users interacting with automation technologies and has not considered the broader organizational context consisting of different stakeholders with varying needs and expectations around automation. Taking Amsterdam Airport Schiphol as a case study, we examine the challenges faced by practitioners responsible for integrating automation projects in its airside ecosystem, in an interview study conducted with 8 participants. Our findings reveal three challenges to the adoption of automation within the organization - the lack of consensus among different stakeholders, the need to adapt the technology to the specific context, and the undefined procedures required to maintain automation after implementation, that should be further addressed by the HCI community.
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Sustained adoption of automation is a problem for organizations, despite the promised benefits of automation and the propensity for organizations to expect it to transform their workplaces. To address this problem, previous work in HCI has mostly considered the perspectives and experiences of users interacting with automation technologies and has not considered the broader organizational context consisting of different stakeholders with varying needs and expectations around automation. Taking Amsterdam Airport Schiphol as a case study, we examine the challenges faced by practitioners responsible for integrating automation projects in its airside ecosystem, in an interview study conducted with 8 participants. Our findings reveal three challenges to the adoption of automation within the organization - the lack of consensus among different stakeholders, the need to adapt the technology to the specific context, and the undefined procedures required to maintain automation after implementation, that should be further addressed by the HCI community.
Experiences from the international frontlines
An exploration of the perceptions of airport employees during the COVID-19 pandemic
Journal article
(2023)
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Stefan Tuchen, Mohsen Nazemi, Signe Maria Ghelfi-Waechter, Euiyoung Kim, Franziska Hofer, Ching Fu Chen, Mohit Arora, Sicco Santema, Lucienne Blessing
The aviation industry is one of the sectors that has been heavily impacted by the pandemic. While the major body of literature has focused on passenger experience and behaviour, this study focuses on airport employees instead—their experiences, perceptions, and preferences following the emergence of COVID-19. More than 1000 participants from 4 major airports—Amsterdam Airport Schiphol, Singapore Changi Airport, Taipei Taoyuan Airport, and Zurich Airport—representing over 10 different occupations, have provided a variety of sentiments about the airport as an employment ecosystem in the wake of COVID-19. Quantitatively and qualitatively surveying four different airports enabled a cross-border analysis of the results to identify interesting geographic contrasts, as well as global themes, among the responses. Regional differences regarding, the feeling of preparedness, confidence in measures, and optimism are presented. A significant difference in confidence in non-pharmaceutical measures between employees from Asian and European airports is shown. Wants and needs such as better physical/IT workplace infrastructure and more flexibility regarding job scope and hours are pointed out. The results of this research provide insights for future airport employee experience research by outlining areas to study in greater detail. Furthermore, practical implications for airport stakeholders and companies arising from the challenges experienced by the workforce are laid out to provide guidance to prepare for similar circumstances in the future and navigate the aftermath of and recovery from the pandemic.
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The aviation industry is one of the sectors that has been heavily impacted by the pandemic. While the major body of literature has focused on passenger experience and behaviour, this study focuses on airport employees instead—their experiences, perceptions, and preferences following the emergence of COVID-19. More than 1000 participants from 4 major airports—Amsterdam Airport Schiphol, Singapore Changi Airport, Taipei Taoyuan Airport, and Zurich Airport—representing over 10 different occupations, have provided a variety of sentiments about the airport as an employment ecosystem in the wake of COVID-19. Quantitatively and qualitatively surveying four different airports enabled a cross-border analysis of the results to identify interesting geographic contrasts, as well as global themes, among the responses. Regional differences regarding, the feeling of preparedness, confidence in measures, and optimism are presented. A significant difference in confidence in non-pharmaceutical measures between employees from Asian and European airports is shown. Wants and needs such as better physical/IT workplace infrastructure and more flexibility regarding job scope and hours are pointed out. The results of this research provide insights for future airport employee experience research by outlining areas to study in greater detail. Furthermore, practical implications for airport stakeholders and companies arising from the challenges experienced by the workforce are laid out to provide guidance to prepare for similar circumstances in the future and navigate the aftermath of and recovery from the pandemic.
Autonomous products (e.g., home cleaning robots, smart fridges, or autonomous vehicles) take over tasks that require time and effort from their users, redefining both the user roles and context around a product. Consequently, meaningful user experiences should be designed to overcome the risk of relegating humans to undesirable tasks and to take the opportunity of employing users’ newly available time, in contexts such as highly automated vehicles. Meaningful experiences are provided when fundamental user needs (i.e., universal needs that directly contribute to our wellbeing) are fulfilled. Nevertheless, designers face challenges in anticipating and fulfilling user needs related to autonomous products, since autonomous technology continues evolving towards products that are not yet in existence. In this paper, we employ a co-creation workshop method to explore how the typology of thirteen fundamental needs can serve as a starting point to design meaningful user experiences associated with autonomous vehicles. Specifically, our goal is to understand how the typology of thirteen fundamental needs (e.g., autonomy, beauty, comfort...) could help in (1) identifying how deep user needs manifest themselves in a given context and (2) conceptualizing meaningful experiences with autonomous devices. In this aim, we elaborate on the challenge of designing meaningful non-driving- related experiences in fully autonomous vehicles, which could emerge in the future if driving tasks become obsolete. The results propose new clusters of activities and a scenario for each fundamental need, and ultimately show that engaging with the fundamental needs could be a valuable foundation for designing rich human interactions with future technologies.
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Autonomous products (e.g., home cleaning robots, smart fridges, or autonomous vehicles) take over tasks that require time and effort from their users, redefining both the user roles and context around a product. Consequently, meaningful user experiences should be designed to overcome the risk of relegating humans to undesirable tasks and to take the opportunity of employing users’ newly available time, in contexts such as highly automated vehicles. Meaningful experiences are provided when fundamental user needs (i.e., universal needs that directly contribute to our wellbeing) are fulfilled. Nevertheless, designers face challenges in anticipating and fulfilling user needs related to autonomous products, since autonomous technology continues evolving towards products that are not yet in existence. In this paper, we employ a co-creation workshop method to explore how the typology of thirteen fundamental needs can serve as a starting point to design meaningful user experiences associated with autonomous vehicles. Specifically, our goal is to understand how the typology of thirteen fundamental needs (e.g., autonomy, beauty, comfort...) could help in (1) identifying how deep user needs manifest themselves in a given context and (2) conceptualizing meaningful experiences with autonomous devices. In this aim, we elaborate on the challenge of designing meaningful non-driving- related experiences in fully autonomous vehicles, which could emerge in the future if driving tasks become obsolete. The results propose new clusters of activities and a scenario for each fundamental need, and ultimately show that engaging with the fundamental needs could be a valuable foundation for designing rich human interactions with future technologies.
As the aviation industry has become more complex and uncertain, we need to teach aviation topics with different pedagogical approaches: making the educational setting interdisciplinary and more design-and user-driven. We developed a design curriculum to address emerging complexity around air travel journeys and piloted the curriculum at a major research university in the Netherlands. Novice students in engineering, design, and social science programs in the Future of Airport minor on campus engaged in a quarter-long design course centered on the seamless air travel experience. The course aims to teach students how to approach the complexity of an airport and the stakeholders involved and design for people in transit. Data were collected from the results of work in document format (project progress reports and final deliverables) from thirty-five student teams who collaborated with aviation industry sponsors to develop solutions to address complex system-level industry design challenges. We classified the detailed project brief and outcomes by different innovation levels (product, service, system, or socio-technical), and examined the design methods implemented by each team over the design process. Our discussion is divided into (D1) trajectory of levels of innovation traveled during the project execution, (D2) descriptive reflection on overall selecting design methods, (D3) design method selection dynamics over design phases in complex problem domains, and (D4) challenges of offering a design approach to novice engineering students, drawn from the reflection by course coordinators and coaches on the course structure and contents.
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As the aviation industry has become more complex and uncertain, we need to teach aviation topics with different pedagogical approaches: making the educational setting interdisciplinary and more design-and user-driven. We developed a design curriculum to address emerging complexity around air travel journeys and piloted the curriculum at a major research university in the Netherlands. Novice students in engineering, design, and social science programs in the Future of Airport minor on campus engaged in a quarter-long design course centered on the seamless air travel experience. The course aims to teach students how to approach the complexity of an airport and the stakeholders involved and design for people in transit. Data were collected from the results of work in document format (project progress reports and final deliverables) from thirty-five student teams who collaborated with aviation industry sponsors to develop solutions to address complex system-level industry design challenges. We classified the detailed project brief and outcomes by different innovation levels (product, service, system, or socio-technical), and examined the design methods implemented by each team over the design process. Our discussion is divided into (D1) trajectory of levels of innovation traveled during the project execution, (D2) descriptive reflection on overall selecting design methods, (D3) design method selection dynamics over design phases in complex problem domains, and (D4) challenges of offering a design approach to novice engineering students, drawn from the reflection by course coordinators and coaches on the course structure and contents.
Resilience is a concept that describes the capability to be restored after unprecedented events, originally emerged from biology and human sciences. This paper aims to explore what a resilient public transportation system is and how nature’s wisdom can be used as an inspiration for the creation of resilience in the area of mobility, by linking public transportation systems, biomimicry and resilience together. To this end, qualitative co-creative workshops were conducted with eleven domain experts from public transportation, biomimicry, and biology. The experts addressed several factors contributing to resilience in public transport that could be categorized into four aggregated dimensions: resilience through system organization, resilience through information management, resilience through operating performance, and resilience through subsystem integration. Finally, a conceptual wheel framework on factors of resilient public transportation systems is proposed, aiming to shed light on future public transport developments, where a systemic perspective is to be adopted.
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Resilience is a concept that describes the capability to be restored after unprecedented events, originally emerged from biology and human sciences. This paper aims to explore what a resilient public transportation system is and how nature’s wisdom can be used as an inspiration for the creation of resilience in the area of mobility, by linking public transportation systems, biomimicry and resilience together. To this end, qualitative co-creative workshops were conducted with eleven domain experts from public transportation, biomimicry, and biology. The experts addressed several factors contributing to resilience in public transport that could be categorized into four aggregated dimensions: resilience through system organization, resilience through information management, resilience through operating performance, and resilience through subsystem integration. Finally, a conceptual wheel framework on factors of resilient public transportation systems is proposed, aiming to shed light on future public transport developments, where a systemic perspective is to be adopted.
Design-engineers’ selection of agency
Harm mitigation in ambient intelligent environments
The computing paradigm where sensor and actuator technology work in tandem to track and act on events in real Euclidean space, known as ambient intelligence (AmI), is likely to become increasingly common due to the rapid maturation of computing technology. Installing AmI in the built environment creates ambient intelligent environments (AmIE), which strive to make the places we inhabit (invisibly) sensitive and responsive to our presence, needs, wants, and preferences. Given that built environments and the goings-on therein are complicated in an of them selves, implementing AmI for (increasingly) complicated tasks in (increasingly) complicated scenarios, increases the difficulty of managing the outcomes in AmIEs. Our previous research indicates that industry practitioners attribute the agency of AmI artifacts as responsible for these outcomes; especially when harm perpetuation is (one of) the outcome(s), which we codified as the Agency/Intelligence Axis [1]. Due to the nascence of AmI, research on best practices for the design-engineering of AmI is still emerging. This research seeks to add to this literature by evaluating our formerly identified Agency/Intelligence Axis in the context of AmIE through a case study of VyZee, a retail company working on transitioning their retail stores to “smart” stores. Our findings highlight that while VyZee seems largely unaware of any relationship between agency and perpetuating un-anticipated/-desired outcomes, they do implement an array of levels of AmI agency in their retail stores, and their justifications for their choices are presented in the discussion. Finally, coding the data revealed more nuance then previously documented in the Agency/Intelligence Axis, and a new Ambient Intelligent Agent Model, which suggests that AmI agents have six properties, is proposed.
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The computing paradigm where sensor and actuator technology work in tandem to track and act on events in real Euclidean space, known as ambient intelligence (AmI), is likely to become increasingly common due to the rapid maturation of computing technology. Installing AmI in the built environment creates ambient intelligent environments (AmIE), which strive to make the places we inhabit (invisibly) sensitive and responsive to our presence, needs, wants, and preferences. Given that built environments and the goings-on therein are complicated in an of them selves, implementing AmI for (increasingly) complicated tasks in (increasingly) complicated scenarios, increases the difficulty of managing the outcomes in AmIEs. Our previous research indicates that industry practitioners attribute the agency of AmI artifacts as responsible for these outcomes; especially when harm perpetuation is (one of) the outcome(s), which we codified as the Agency/Intelligence Axis [1]. Due to the nascence of AmI, research on best practices for the design-engineering of AmI is still emerging. This research seeks to add to this literature by evaluating our formerly identified Agency/Intelligence Axis in the context of AmIE through a case study of VyZee, a retail company working on transitioning their retail stores to “smart” stores. Our findings highlight that while VyZee seems largely unaware of any relationship between agency and perpetuating un-anticipated/-desired outcomes, they do implement an array of levels of AmI agency in their retail stores, and their justifications for their choices are presented in the discussion. Finally, coding the data revealed more nuance then previously documented in the Agency/Intelligence Axis, and a new Ambient Intelligent Agent Model, which suggests that AmI agents have six properties, is proposed.