This thesis has the goal to improve the commercial wayfinding at Schiphol. Commercial wayfinding entails tertiary wayfinding activities, which are not related to the travel process (shopping, eating/drinking, relaxing), whereas functional wayfinding gives information about passenger activities related to the airport process. Individuals can find satisfaction and enjoyment from the (commercial) wayfinding activity itself, which is referred to as recreational wayfinding (Fewings, 2001). This thesis explores how recreational wayfinding can enhance the passenger’s experience during their waiting time at the airport: Passengers at Schiphol seek pastime to fill their waiting time before their flight departs. They are looking for activities to do in the lounges, but mostly visit the known locations such as shops and restaurants (current territory). Many passengers just visit the shops only to have something to do and to counteract the boredom, without the intention to buy anything. However, Schiphol has many other (free) services to offer, which most of the passengers are not aware of (hidden gems). The existence of the commercial services (e.g. Rijksmuseum, Airport Library, Nemo, spa) surprises the passengers and they would like to be notified about their existence and location, so that they can visit them (territory to discover). Currently, the commercial services are not intuitively found, as passengers do not know that they exist. But even when actually searching for the services, the current wayfinding does not suffice and does not easily guide the passenger to the services. The digital wayfinding solutions are user unfriendly, as not all facilities are included, routeplanning is not possible and filtering options are limited. To solve this two-pronged problem, an integrated concept for wayfinding and awareness has been developed. A locative audio tour which leads the passengers along hidden gems in lounge 2 has been developed. Passengers experienced the audio tour as calming, explorative and eye opening. To raise awareness among passengers about this audio tour, a concept for awareness was created and tested.

The global aircraft fleet was predicted to grow by approximately 40% between 2017 and 2027 by Oliver Wyman (2017). This fast-growing fleet needs to be supported by equally developing Maintenance, Repair, and Overhaul (MRO) divisions of airlines. In light of the growing need for more efficient and technologically advanced aircraft maintenance, this project called the Hangar of the Future was initiated. The Engineering and Maintenance (E&M) division of KLM Royal Dutch Airlines is one of the largest MRO service providers in the airline industry. KLM’s Hangar 12 at Schiphol carries out A-checks for its entire Boeing 737 and 787 fleet. These are the airplanes that are the most promising for future use and KLM is acquiring more of them every year. For this reason, Hangar 12 has an increasing responsibility for sustaining the company. For the development of the hangar, KLM has several priorities that were initiators of the project:- New technology is required to continue to be competitive and to maximize the efficiency of maintenance. - KLM believes in retaining a sustainable workforce for which ergonomics i.e. providing a pleasant and healthy working environment play a huge role. - Sustainability is a strategic pillar for the company and is hardwired into KLM’s future mission (The attention to this topic was minimized going forward in the project due to several reasons).While considering these factors, the project was tackled with a fairly methodological approach. It was guided by the overarching Double Diamond structure of industrial design. The scheduling of the project was done in line with the four phases: Discover, Define, Develop, and Deliver. Clear goals were set for all the phases before starting them and within each phase, one or more design/research methods were used to achieve these goals.In the Discover phase, research was carried out about the working of the hangar, the employees, their problems, and requirements. A broad understanding was gained and documented in this starting phase.In the Define phase, the research was analyzed and converted into usable data. The problem statements that would be the most beneficial to address were identified. This phase was crucial in guiding the focus of the project.The Develop phase was the one that resulted in the highest quantity of innovative ideas due to the brainstorming activities incorporated in this phase. It was intended to go broad again, explore ideas, research on the possibilities, and come up with multiple directions that address the problem statements.Lastly, the Define phase was the one where it all came together. The ideas were filtered, concepts were given shape, and validation was carried out. Virtual prototyping and concept animation was done for presenting the concepts.The project resulted in a family of three concepts that fit the hangar: a collaborative inspection robot for full ground and drone inspection, an Automated Guided Vehicle (AGV) for moving materials and tools, and a dashboard that updates the teams with realtime information at the hangar workfloor. These three concepts address the top priorities of the stakeholders and are backed by well-grounded research.

Product Service Systems (PSSs) are considered to be a promising approach towards a sustainable, resource efficient economy (Tukker, A., 2015) (defined as ‘a mix of tangible products and intangible services designed and combined so that they are jointly capable of fulfilling final customer needs’ (Tukker, A. & Tischner, 2006)), because they make the delivery of satisfaction possible through functions and not necessarily through products, fulfilling needs with less resources and consequently with lower impact. This is especially true when they are specifically designed to provide high quality resource efficient products. Bundles is a Dutch company that is intending to do exactly that, making high quality home appliances accessible through a Use oriented PSS (Tukker, 2003) where they lease washing machines and other home appliances, maintaining the ownership over the washing machine and becoming responsible for all maintenance and repair costs. Bundles has as a goal the reduction of waste and environmental impact caused by the use and disposal of low-end non efficient machines. They intend to increase the lifetime of their products, submitting them to several use cycles by recovering the appliance, refurbishing it and installing it in a new home. Supported by IoT technologies they currently monitor the use phase (to calculate the monthly fee based on the number of washing cycles) and are now interested in extending the possibilities of these technologies for refurbishment, reuse, and recycling processes. Additionally, with the advantage of maintaining control over the ownership of a great number of appliances, Bundles opens interesting opportunities for material and part recovery. For all of these reasons Bundles is recognized for having a business model that could benefit the circular economy. In order to fulfill all of the above, Bundles exclusively works with washing machines from German manufacturer Miele due to their high content of recyclable materials, high quality and long lasting characteristics. However, these characteristics of the product represent today, limitations to many of the envisioned processes to achieve having several use cycles. Making processes like refurbishment and part replacement expensive or not possible at all. Because of this it is unclear for Bundles how to deal with the deterioration of the machines after several use cycles and how customers will perceive this deterioration, and although Miele gives their products a life expectancy of approximately 20 years, Bundles only considers the machine to have a life expectancy of approximately 10 years within their business model. Additionally, Bundles offer is bounded to a machine that is also available for customers to purchase, limiting their competitive advantages over product-based business models. A customer with the stability and economic possibilities of purchasing a Miele washing machine will most likely perceive Bundles’ PSS as expensive in the long term. Nowadays Bundles and Miele, design and deliver their services/products independently from each other and for different types of business models. This project focuses on finding opportunities to improve the synergy between Miele's product and Bundle's service to enhance the economic, circular and environmental possibilities of the current PSS. In order to do that, this project initiated with a literature and field research with all primary stakeholders, considering them individually and relationships with one another, that delivered insights regarding the current limitations of the components and delivery of the PSSs and potential opportunities for its improvement, within all phases of its life cycle (Pre-use, Use and Post-use). The insights were then translated into values or Focus Areas to guide the ideation and further development of the PSS: Personalization is identified as a relevant value for the Pre-use phase, to increase the perceived value of the user over the PSS and refurbished products and for the Use phase, as an opportunity for the reduction of the environmental impact. Likewise, communication is identified to be a value that can be used to positively influence the user behaviour to reduce the environmental impact of the Use phase (highest among all phases of the lifecycle of a washing machine (Öko-Institut, 2005)), and improve his/ her involvement in maintenance and caring procedures. Lastly, refurbishment is selected as a focus area for the Post-use phase since the improvement of the product in this aspect could not only reduce costs for Bundles but also increase the life expectancy of the product. These values were used as a guideline throughout the ideation process, which delivered a collection of several concepts that were further evaluated together with all main stakeholders, the sinal result of these process delivered a combination of a new concept washing machine and a personalization platform. The new PSS proposes a washing service that allows users to personalize their washing machines inside and outside. The user can select a color for the front panel of the machine, thanks to the implementation of a replaceable layer and obtains a personalized ‘Washing Package’, which includes: a set of programs, number of washes per month (frequency) and set of tips. All three elements are defined by a system that considers the user’s specific washing needs with information obtained through a digital platform (The Washing Test), and pairs them with identified recommendations for: the reduction of environmental impact of washing, the best care for clothes, and recommendations related to the care and maintenance of the washing machine. The personalization of the Washing Package allows users to take the best care for their clothes without an excessive use of resources (energy and water). The internet module of the washing machine and its sensors allow the monitoring of use and state of the components of the machine. The data collected from the monitoring of use is used by the system to constantly update the Washing Package to adapt it to changes in the user’s needs or identified behaviour that increases the environmental impact. The design of the washing machine, allows it to have several use cycles without losing its aesthetic value, its quality or its resource efficiency. The construction, materials and finishings of the washing machine are proposed for the optimization of refurbishment processes as well as the improvement of access to its components for updates and repairs allowing the machine to increase its life expectancy within the PSS to the originally establishes expectancy of 20 years (defined by Miele). As a final step of this project the new concept was evaluated first, together with the main stakeholders and then submitted to an assessment to identify its improvements in disassembly and ease of access as well as refurbishment processes and the reduction of the environmental impact in comparison with the current PSS. The new concept appears to have the potential of improving the implementation of the PSS throughout all of the phases of its lifecycle and is assessed positively by the stakeholders specifically considering its potential to reduce refurbishment costs, increase the life expectancy of the product, increase the perceived value of the user over refurbished products and PSSs, and the reduction of the environmental impact of the use phase. The results of the validation and assessment allowed the identification of information gaps for further research and further development of the concept. These include for example, the development of test settings and prototypes for further proof of concept, a more refined and accurate Life Cycle Assessment to identify further specific points of improvement, further detailing and analysis of the product structure and construction to reduce its material input, and further study and analysis regarding the recovery of the product and the possibilities of the reintroduction of its materials and components in the manufacturing of new washing machines . To conclude, the new concept proposes product service combination which characteristics enhance each others functions and overall envisioned processes towards the reduction of environmental impact and increase of circularity, whilst considering the involvement of Miele and Bundles in a new collaborative relationship for the achievement of all processes and successful implementation of the PSS.

This thesis started with the question of ‘’What is the necessity of all packaging in food products?’’. The problem of packaging waste is undeniable, an example of the cause of packing to the environment is the ‘’plastic soup’’. Plastic packaging degrades over time, which produces microplastics. Microplastics accumulate in the environment and nowadays traces of it can be found everywhere. To counter the accumulation of microplastics, less leakage of plastic waste should be achieved. This could be done by selling less single-use packaging and sorting waste better. A contribution to a solution for the packaging waste problem is performed in this project, by making a reusable packaging solution for the fresh fruits and vegetable sector. The designed packaging should be convenient for the consumer, which is why was set that the packaging solution should maintain or improve the consumer packaging experiences with reusable packaging.

The current fruit and vegetable packaging were benchmarked on functions and features, but analyzing all fruits and vegetables and their packaging was too big of scope for this project. This is why a decision process was performed on the shelf life of fruits and vegetables. The mushroom had the shortest shelf life and was therefore analysed. The mushroom is a vulnerable vegetable and is sensitive to humidity levels, pressures and carbon dioxide levels. The found mushroom packaging had features like strengthening structures for the protection of the mushrooms, and airholes for humidity levels and carbon dioxide concentrations. In interviews about the conventional blue mushroom packaging, it was discovered that consumers have a preference for transparent packaging. Also, it was discovered that with reusable packaging information that is normally printed or stuck on the packaging needs to be communicated in another way. From consumer research was retrieved that consumers lack knowledge about packaging features and production processes of fruits and vegetables. Also, consumers find the opening, closing and resealing of packaging the most important conveniences. The thresholds values of the consumer with using reusable packaging, retrieved from consumer research were the skill in filling of the packaging and no room for storage of reusable packaging.

To support the consumer in reusable fresh fruit and vegetable grocery shopping, ‘’the grocery tree’’ was designed. The grocery tree is a combined grocery bag and packaging that can hold eight packaging, which can differ in size and can be taken from the grocery tree at every time. The packaging is designed to support the consumer in the filling process of fruits and vegetables, by making packaging with instructions in the shape of use-cues and two predesigned ways of holding it. The consumer is supported in the supermarket with an app on the smartphone, which is interactive with the designed scales at the supermarkets. At home, the packaging can be used to store the fruits and vegetables, and the remaining of the grocery tree can easily be disassembled for convenience in storing.

The grocery tree is designed to eliminate single-use fruit and vegetable packaging. The grocery tree is reusable but needs the dedication of the consumer to use the product. The grocery tree has gone through optimization steps, but can be further optimized in shape, convenience and amount of material. This to save cost and to support the consumer more in fruit and vegetable shopping with a reusable packaging solution.

This graduation project is about the reframing services that Flatland provide during their facilitation sessions. The consideration within this project is about the reframing activities, abilities and opportunities of the Flatland team. The team of Flatland is unconsciously skilled in reframing, because of their knowledge gained out of experience, which is tacit (undocumented, unstructured and based on experience). When reframing, Flatland focuses on the interaction with the client while overlooking the knowledge about reframing itself. In order to make Flatland consciously skilled in reframing, various deliverables were made to improve on Flatland’s understanding of reframing and to structure and improve what reframing knowledge already exists in the team. Four deliverables were made where a new reframing process outline is found, together with an overview of reframing tools, a reflection approach to improve the use of the reframing tools and a practical component where reframing is put into a canvas for explicit interaction with clients. The deliverables are founded on a new reframing process that has been formed during the project that guides the reframing process in four steps. The first stage is to make frames & situation explicit, the second stage is to discuss frames and objectives, the third stage is to find alternative problem directions and make a choice on what to focus, and the last stage is to form a goal and approach. The conclusions per stage are translated in a definition of the problem, objective, refined problem and solution direction. The deliverables allow the reframing knowledge to be outlined, discovered, instructed and improved by the (new) Flatland employees.