This thesis is a direct response to the COVID-19 pandemic. In the pandemic, it became abundantly clear that the museum sector as a whole needs to work on its financial resilience in order to be better prepared and responsive to future setbacks. While many examples can be found on large museums diversifying their income streams as a means of increasing this resilience, the same cannot be said for smaller museums. The objective of this thesis therefore is to find out whether these museums, with often limited resources, can successfully implement similar strategies.

This process involved two different research phases, followed by a design phase. The first research phase formed an explorative study of the landscape in which small art museums operate using interviews, desk research and visitations to five different museums. The second research phase describes further research into one of these five museums, Design Museum Dedel, which forms the case study for this thesis. In this phase the problems that are specific to this museum are laid out. The design phase finally describes the process in which museum volunteers ideated based on the problem directions introduced by the second research phase, and how these ideas led to a final concept.

The ideas that were eventually opted were:
• Ways in which the museum can use the collection hidden away in the depot
• Tours through the depot
• Setting up a friends of the museum program

Based on a number of selection criteria, eventually, the first idea led to the concept of poster packages, for which several alternatives were considered. These included using original posters vs reproductions and curating posters beforehand or on demand. After discussing both the benefits and drawbacks of each of these options, this led to the final concept of Posters on Demand, which uses reproductions in a hybrid curation form.

Due to remaining gaps, further development is needed before this design can fully shine. It does however show that small museums are more than capable of using their resources in creative ways to improve their financial resilience.

Mental health among young adults is in sharp decline, with over 68% of young adults in Europe reporting signs of burnout in the past year (Strava, 2021). This increasing prevalence of mental health problems among young adults, including burnout, anxiety, depression and feelings of hopelessness, has been exacerbated by factors such as the COVID-19 pandemic, climate change and societal pressures. Despite increased awareness, reduced stigma and efforts to improve mental health, the number of diagnoses appears to be increasing. The demand for professional mental health care is outstripping the capacity of institutions to provide it, making it difficult to access professional care in a timely manner and leading to an increasing reliance on biochemical solutions for symptom relief rather than psychotherapy. This sudden increase in mental health diagnoses among young adults cannot be attributed to changes in genetics, as genes don't change in a population over such a short period of time. If we assume that neither reduced stigma nor a change in genetics is solely responsible for the increase in mental health diagnoses, then we seem to have created an environment that is conducive to mental health problems in young adults. In particular, the transition from a learning environment to a working environment seems to be a moment of vulnerability for young adults, and this research therefore focuses on a transitional group, mostly aged 20-28, who can identify with this life transition. The aim of this thesis is to address the social phenomenon of declining mental health among the transitional group and to look for novel ways forward.

In order to find ways forward, a probable vision for the future of 2032 is defined through the collection of 168 contextual factors; concise statements that serve as building blocks for the future context. These are collected through semi-structured interviews with the transition group, interviews with experts such as philosophers, psychologists and psychiatrists, books, journals and documentaries. This probable future context is made understandable through a framework that describes six states of mind into which the transition group can be trapped.

By articulating the normative values of the designer, a number of goals and ambitions emerge for each state of mind that help to move closer to a desired future. For each of these goals, ideas were generated and a strategic set of six promising interventions was developed. Due to time constraints, only the 'One on One' concept was selected for further development into a prototype...

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

This project envisions the future of telemonitoring for peri-operative care. Through an extensive literature research and further expert and context exploration, a design strategy is created, as a starting point for the development of new services and technologies in healthcare around surgical environments. The design process with a strong focus on analysis guided the development of the project. This allowed the creation of a future vision that considers the findings from the literature, user and trend research and gives a direction to the current state. Within the creation of a future vision, different scenarios are detailed, to give a more detailed idea of how peri-operative care would be. In addition, some recommendations and future steps are presented, to facilitate the achievement of these future scenarios by providing the stakeholders involved with some tools to assess the viability of implementation and inclusion in planning. Finally, the project includes a call to action to develop technologies and services that enables the extension of care to the home context and the empowerment of patients to have a conscious and active role in maintaining and seeking their wellbeing.

The Box contains monitoring devices patients can use to perform monitoring activities in the comfort of their home. The success of the service relies on active patient participation. With The Box, the treating medical team now has insights in the patient’s health condition from a distance. It doesn’t require the patient to be physically present in the hospital, and there’s now even more reliable data available to adjust the treatment to. It makes the carepath insightful and approachable by both parties, resulting in accessible digital consultations. Since The Box has proven to be a success in patient care, several departments started adopting this service as well. However not much attention has been given to how the healthcare staff at LUMC is experiencing the implementation of The Box. As the idea of patient home monitoring looks very promising, the reality however is quite discrepant. Not having the physical presence of patients in the hospital, would appear to reduce the burden on healthcare staff, as instead these “empty” hospital bed will simply be taken up by other, even more severe cases, causing a larger amount of patients to both monitor digitally and take care for physically. It leaves us with the question of “Who will do it?”. Who will take on the so to speak additional workload? The healthcare staff at LUMC is experiencing more workload with the implementation of The Box as its intended use is mostly focussed on remote and safe patient monitoring, while missing out on an opportunity for assisting the care-team. It occasionally happens that additional staff is hired to cope with the excessive workload, or that LUMC is also investing in an intelligent system that prioritizes patient data. But momentarily, healthcare staff’s solution is simply to not check up on every patient that sends in data. The Box may appear as an implemented innovation in the care practice of LUMC, but in reality it is still a prototype. Therefore it requires scaling to towards an improved standard healthcare practice. The goal is to turn The Box into a mature proposition that can be implemented hospital-wide, but also that has the ability to change the current healthcare system. The burden on the care-team must be suppressed or else the future will include an immense scarcity of healthcare professionals of which the majority will be burnt out. A roadmap is created to show opportunities for continuous prototyping and what value it brings, scaling strategies, patient monitoring and what level of staff involvement it demands, required developments and finally stakeholder collaboration. What it actually proposes are the changes to be made to create an integrated healthcare solution that is focussed on “unburdening” the staff. LUMC is not capable of changing this alone: they are specialized in research, education and healthcare, yet they lack expertise on data management, financial resources, digital developments, etc. It therefore needs support of multiple organisations. The deliverable aims to show a designer’s perspective on scaling The Box from a prototype level towards a mature healthcare proposition.

In this graduation thesis I investigate how to design for patient empowerment in the context of head and neck cancer (HNC) patients in their follow-up phase (the first 5 years after treatment). This project is set up with the Erasmus MC and was initiated to elaborate on their current service called the Healthcare Monitor (HM). The HM is a structure of electronic patient-reported outcome measures filled in by patients before every follow-up consultation. The answers are shown in a dashboard to the treating physician and used during patient consultations (Dronkers et al., 2020). What the current HM lacks however, is insight for the patients themselves into their health and addressing their concerns in between the consultations. Therefore this project aims to develop an additional service to the HM that empowers patients in between consults whilst also providing the doctor with a more frequent and realistic insight into their wellbeing. Patient empowerment can ultimately lead to a better quality of life. In this project it is viewed as a process that can be influenced through design. Therefore an inspirational model is created in this thesis that designers can use when designing for patient empowerment. HNC patients in their follow-up need to deal with a lot of different physical and psychosocial side effects (Aguilar et al., 2017). I investigate their concerns using the double loop method of Jung (2021). I analyze the community context through a computational analysis of online cancer community platforms. The patient context is investigated through a focus group with 6 care professionals and interviews with 9 ex-patients. 4 main concerns are found. Patients want to: •Be prepared for what they can expect and do •Have the overview of how they are doing •Be supported when they have a doubt •Have a relevant service for them The model for patient empowerment and patient concerns are combined to create a design vision. The vision is to provide patients with an overview that enables them to gain more control in dealing with issues that concern them. This overview was designed in a prototype application through 3 main elements; a logbook with previous experiences, a possibility to track current experiences and an overview of expected experiences based on peer experiences. This prototype was tested by 6 ex-patients who found value in the low threshold way to contact others, find trustworthy information and track their wellbeing. They valued peer experience exchange and better insight into themselves as this can ultimately lead to more reassurance in between consults. Based on this test further improvements, suggestions for the next steps and possibilities to scale the concept are presented. When developing an app for patient empowerment the Erasmus MC should; •Include peer patient experiences •Provide the patient with insight into their wellbeing over time •Integrate tools and databases in one complete overview For designing in the field of value based healthcare, this project stresses the importance of incorporating experiences of the community and using a multidisciplinary approach.

This master thesis was executed in collaboration with marketing agency Maak. Maak expressed an interest in offering services to independent music artists. The objective of this thesis is to show stakeholders how value can be reinterpreted and distributed to balance value streams in the music industry. This goal is achieved by developing a thought provoking concept. The process involved two main research phases and a design phase. In the first research phase the music industry was mapped out. Subsequently the decision was made to focus on the streaming industry, especially on Spotify. To form the basis of the design phase, all the insights from the previous two research phases were assembled and distilled to create the following four design principles: Artist empowerment; lower barriers to entry for independent artists User involvement; Collectivism, collaboration and co–operation to be reflected in design, critical listeners to become part of the creative process Stimulate independent artists Playlist improvement; Restore the importance of the user-generated playlist; currently playlists are generally either impersonal or biased - or both: Algorithmic playlists; no human involved Editorial playlists; More and more people dependent on a small group of editors DSP’s push their own playlists; User-generated playlists are becoming devalued as they are becoming harder to find. Research question: How can we redesign the music industry to balance value streams? Answer: Make music streaming more social. Why: Direct Streaming Platforms constrict the relationship between creators and their audience. Goal: Make streaming more social for independent/DIY creators. Create direct, intimate interactions and foster those connections. The design phase consisted of ideation and concept development of three concepts. After which, one concept was chosen to focus on. In turn this concept was named “Lister”. Lister is a music community platform which allows users to discover, and exchange ideas about, music based on similar taste, in a social way. Lister was validated in various ways and has been through several iterations as a result. It is well-supported by music industry professionals that were involved in the process. It shows signs of having potential and there could be justification for further research to better define the concept, to establish different needs and values amongst stakeholders and a launch strategy.

The goal of this thesis was to design a way for Ford to provide users more value during long-distance Battery Electric Vehicle (BEV) trips. Users tend to buy their vehicle for the 95th percentile of use-cases. In the Netherlands, the average amount of km driven per day is 32 km, which is easily covered by any BEV currently on the market, without the need for charging during these trips. This means long-distance trips are the 95th percentile of use.

For mass-market BEV adoption, the Early Majority needs to be attracted. Within the Early Majority consumer segment, there are certain target groups that are most likely to adopt BEV driving. These are the potential BEV drivers and were identified through literature research. However, these target groups are not yet investing in BEVs due to the following adoption barriers that play a role in long-distance BEV trips: charging time, charging infrastructure and range. Through qualitative research such as interviews, observations and netnography, the reasons behind these adoption barriers were researched.

A solution has been created that mitigates these adoption barriers. The solution is a digital, data-driven, in-vehicle service system. The technical working principles of the service were designed with a new method that has been created along with the concept development, called Data Journey Mapping. This Data Journey Map shows how the different components within the data ecosystem communicate and what data they transmit. Together with Ford engineers, the working principles of the service system have been validated.

The solution has been validated with potential BEV drivers and current BEV drivers. Both groups stated the solution has significant added value. Potential BEV drivers stated that this solution would pull them toward investing in BEVs. Current BEV drivers stated that this solution could be decisive when comparing BEVs.

By launching this service system, adoption barriers of Potential BEV drivers are mitigated. This could result in an acceleration of BEV adoption in the Early Majority consumer segment, which is needed for the mass-market adoption of BEVs.

Preventing or decreasing chronic health conditions by healthy eating is increasingly seen as a shared responsibility. Defining what is healthy is person-specific, depending amongst others on a person’s health and responses to food. Supermarkets, which are considered highly influential in shaping the diet of customers, are starting to serve customers based on their health needs. This thesis explores how the Dutch supermarket chain Jumbo can tailor their service provision to the health-driven dietary needs of their customers and what implications and strategic advices are connected to this. The thesis focuses on customers with pre-diabetes. In pre-diabetes, blood glucose levels are elevated. People with elevated blood glucose levels have a high risk to develop diabetes type 2, which causes them to live in suboptimal health and simultaneously puts pressure on the care system. Although food is part of the cause to develop pre-diabetes, this thesis emphasizes the role food can play in the solution, namely: a healthy diet can prevent, delay, improve and reverse diet-related diseases. However, adopting a healthy diet is seen as complicated. Through a service design study, which involved participants who adopted a carbohydrate-restricted diet to manage their blood glucose levels, thoughts and emotions during the process of dietary change were translated into a customer journey that reveals multiple opportunities for service delivery to support healthy eating. In co-creation and co-reflection with participants, these opportunities led to the construction of a portfolio of concepts. Based on the insights of literature research, fieldwork and these co-creation activities, the work outlines several strategic advices and considerations for businesses that support healthy eating to establish services related to precision nutrition. The work concludes by emphasising the view of food-as-a-solution and describing how personalized services, by means of precision nutrition, are suggested to positively impact people, society and the business results. Therefore, the service design approach and outcomes outlined in the thesis inspire and stimulate Jumbo, and other businesses that support healthy eating, to take social responsibility by utilizing diet-as-a-solution to reduce and prevent diet-related diseases, and thereby contribute to the health of society, via group-based and personalized services.

A knowledge gap exists between design agencies and their clients leading to what is known as the Valley of Death. This is the result of a resource and knowledge gap around a concept, leading to challenges in adoption into an organisation resulting projects losing momentum, and ultimately being abandoned. The aim of this project was to develop a solution, in collaboration with Studio Kraftwerk, which tackled this knowledge and skill gap between the two parties, in order to ensure concept proposals have a better chance of being adopted and eventually reach the market. Research was conducted both through field interviews and in literature, to understand how this phenomena happens in practice and how it can be overcome. The findings of this identified a misalignment of expectations between design agencies and client organisations, resulting in neither party explicitly focusing on how to relate a concept into an organisation. Further to this, the literature research identified the organisational empathy framework, which highlights the key aspects required tackle this knowledge gap. This research fed into the development of the Bridging workshop, which is an approach to facilitate a knowledge exchange required to relate a concept to a client organisation. Through this approach, based on the organisational empathy framework, designers and their clients assess the alignment between a concept and the current state of the organisation. Following this, suggestions on how to create better alignment are made, whether that is through changes to the concept or proposed organisational transformation. While the Bridging workshop was developed within Kraftwerk's practices, this is not a unique challenge to their agency, and as such this approach can be applied by either design agencies or stakeholders within an organisation.

Thanks to an increasingly digitized and connected world, citizen participation in urban projects is transforming from a privilege to an expectation. As cities grow and urban developments impact more and more people, it is vital that these projects reach out to as many individuals as possible and that the voice of these people is heard and taken into serious consideration by Urban Designers. In partnership with U_CODE, an EU Horizon 2020 project, this research and design thesis explores the Urban Designer’s perspective on public participation, what information Urban Designer’s want from citizens and when, as well as how to present this plethora of citizen data to the Urban Designer and his / her team. Most participatory process results end up in a report that no one reads, but this project aims to change that by proposing a digital interface designed with and for Urban Designers specifically to be able to better review, digest and incorporate citizen input into their professional designs. This design was based on multiple forms of research and case studies, including interviews, creative sessions, workshops and user tests. Not only was the end result a digital interface but also a redefined participatory process that starts with asking the right questions and understanding the ‘why?’ behind citizens’ designs.

In the Netherlands more and more groups of volunteers are formed who collectively establish sustainable energy producing initiatives. The customer needs of these so-called sustainable energy collectives are unlike any other customer groups of distribution network operator Stedin. Their applications for grid connections often require case-specific service. There is no uniform way in dealing with this customer group and this leads to dissatisfaction, rework in the process and long process times. Furthermore, no ownership among Stedin employees has been found to take responsibility for servicing this customer group. The design brief has therefore been formulated as follows: Design a single point of contact for SECs that recognizes and communicates the customer journey that SECs live through when applying for a grid connection and logs all contact between Stedin and the SEC. First, ownership of where to embed this service in the organization was found during a co-creation session with different employees of Stedin and SEC members. Secondly, together with these employees, the service journey of these SECs was co-created using six different story boards. The story boards functioned as a boundary object to be able to talk and make decisions about the service with Stedin employees from different disciplines and to be able to communicate this service to the outside. Thirdly, a digital prototype was designed to show how to embed the story boards in the Stedin website and communicate the service to SECs. When validating the service with SECs, the story boards were found to be a successful way to communicate about the service. The service was found to be sufficing the need of a single point of contact for SECs. For implementation, the service has to be validated with SECs, new to the service, and agreed upon by higher management. To keep the service up-to-date, the newly appointed service desk should organize (bi)annual co-creation workshops together with SECs to check whether the service desk can be adapted to the changing needs of sustainable energy collectives.