Do you remember the phrase “they grow up so fast”? Personally when I hear this, I immediately get flashbacks of my grandmother smiling proudly from ear to ear while saying this about me and my siblings. Maybe for you this was a parent, a neighbour, a teacher or a family friend. Or maybe you have a different memory with this phrase altogether. Babies turn into children, children grow up to be teenagers and before you know it those little munchkins have graduated and found their first ‘real’ job. Do we not all wish we could be forever young? We are all full of hopes and dreams for the future, never having enough time to do it all. Always studying, working and growing day by day. Some of us may already have dreams like travelling the world for when retirement comes around. Others may have different plans like learning to play the violin. Either way, you want to make sure that you can enjoy your retirement to the fullest, worry-free.
Do you know whether you will have enough saved by then to turn your dreams into reality? Have you ever actually looked into your pension before? And do not lie to me, or rather yourself, now. This is a safe space, no judgements. In fact, most of us have never really bothered to look into it before. So you are definitely not the only one if you have not. But why not?
A new pension system is on its way, which makes this the perfect time to dive deeper into this topic from now on. The upcoming changes should make pension more transparent and personal for participants. One of the consequences of these changes is the fact that the emphasis of pension accrual will be even more so on the start of people’s careers. This, along with the fact that they still have plenty of time to accrue their pension and make any changes if preferred, makes it especially interesting for young participants to engage with their pension. This way they can ensure a worry-free retirement. However, especially younger people have a difficult time imagining their future self and making plans for the long term. All these big life decisions can be rather overwhelming.
The goal of this project is to make younger participants [21-35 years] in the care and welfare sector feel more in control of their own pension by making them aware of the impact that they can have on it themselves. The idea is to develop a concept of a ‘future self’ tool for this that uses predictive knowledge.
A process of literature research, two rounds of interviews with participants and interactive workshops has led to a set of criteria for this ‘future self tool’. One of the main findings is that participants, of all ages, are just not that interested in their pension. Some can worry about it or feel bad that they have not looked into it before, but no one really does anything about it. No matter someone’s age, it just still feels too far away. This is why a pension specific tool is not going to do the trick here.
The Toekomstplanner (EN: Future planner) therefore does not focus on pension, but rather on the life events that younger participants are interested in already. From the interviews I have learned that especially decisions regarding moving to a new home or career related events are things that the target group already thinks about or even works towards. These decisions also have an impact on a person’s future, including their pension. The Toekomstplanner is an add-on to a participant’s Email platform. Participants can use the tool to create a checklist for a life event they plan to look into. The Toekomstplanner uses predictive knowledge to help the participant make a checklist for this life event that fits their current and future personal situation well. Pension tasks related to the life event are included in the checklist to introduce the participant to their pension in a more low key way. Next the Toekomstplanner again uses predictive knowledge to help the participant find a suitable moment to sit down and work on the checklist. In addition, The Hooked model by Nir Eyal was applied to the concept to design for a habit-forming tool that is ingrained in participants’ daily lives.
When people are more knowledgeable, this decreases negative emotions like worry and increases their feeling of being in control. When people feel more in control they are also more likely to prefer delayed rewards like pension over instant gratification. Positive experiences with the Toekomstplanner elevate PFZW’s customer satisfaction to a new level and the tool provides PFZW with an easy way to connect with this younger target group that is relatively hard to reach for the pension fund.
The concept of the Toekomstplanner is not ready for implementation yet. The discussion section of the report reflects on the concept so far and presents recommendations for further research and exploration.

As cities are cutting polluting cars off the picture and promoting the use of sustainable transport modes, the number of multimodal journeys that involve more than one transport mode will grow. Intelligent systems and smart assistants will fill in the gap and take their role to guide travelers along their way on the trail of mobility infrastructure weaved in cities., Smart travel assistants will not only enable seamless journeys through navigation, but also make many decisions on our behalf. How should we handle these tools to enrich our multimodal trips while not losing control of the relationship when they are equipped with capabilities to better understand and predict travelers’ needs and behavior? This thesis describes how multimodal travelers plan and make a journey and how to support this process with a personal travel assistant called a travel buddy. During the Mind Mapping session with users, it was found that they want smart assistants to know everything about themselves. However, since they believe machines can’t think like a human, they want to be more involved in customizing routes. On the other hand, there is a responsibility for such apps to deliver only accurate and necessary route options and travel information while making the interaction between a user and an app easy and intuitive. However, simplicity can bring negative consequences such as losing congruence with travel patterns of users by neglecting factors that are important determinants in human decision making. Aiming to establish a collaborative relationship between a traveler/user and a travel buddy, the final prototype depicts a future scenario in which a travel buddy actively learns, and asks for participation, and defines a travel type of a user to optimize the journey together. A defined travel type can be used as a tool for users to observe and reflect on their travel behavior. The impact of defining a travel type can change travel behavior when it’s treated well. This thesis concludes with a manifesto that delivers considerations when developing a travel buddy that will shape future mobility together with users.

The advent of a society in which autonomous technology coexists with humans is an inevitability. The project focuses on one such autonomous technology in the form of autonomous vehicles or self driving cars. The benefits of such automation is well documented in academia and is supported by the investment by some of the biggest automobile and technology manufacturers in the research and development of autonomous vehicles. However, there exist certain challenges in realizing the full potential of autonomous vehicles. One such challenge is the attribute of trusting an autonomous vehicle. The project looks at the idea of trust in automation and dives deeper into the concept of calibrated trust as an approach to designing autonomous vehicles for increased acceptance of autonomous vehicles. The project is conducted in association with the Cities of Things Design Lab and People in Transit. Calibrated trust is defined as the balance between the capabilities of autonomous vehicles to the expectations of the end user. In essence it is the creation of an appropriate mental model by the end user. Through literature research and qualitative analysis, prominent challenges in achieving calibration were identified as: approach to designing for socio-technical systems, misalignment in communication between stakeholders, product branding and customer experience. Since, the focus of the project was towards the design and development team, the first two challenges i.e. approach to designing for socio-technical systems and misalignment in communication between stakeholders were selected to define the final design question and direction. The final design intervention is a Calibrated Trust Toolkit that can be used by development teams during the product development process to aid in designing for calibration of trust. It consists of four parts: A sensitizing session package, autonomous function visualization canvas, user decision matrix and trust enhancing communication. Collectively, the four parts allow for addressing the two challenges as selected previously. Each part of the toolkit was tested with designers and engineers and further iterated. The complete toolkit was validated by conducting interviews with experts and triangulating the data with the test data gathered during the testing phase of the design process. The testing and validation of the final outcome shows merit in the use of the toolkit for designing for calibration of trust and at the same time provides the flexibility for further modifications and adjustment. During the testing phase the participants found the use of the toolkit easy and intuitive. The digital method of testing suggested the deployment of the toolkit was possible in a digital setting. However, there were certain limitations to the project, the toolkit was not tested as a whole because of the time required and the unavailability of the necessary stakeholders. These limitations have been detailed out in the recommendation section of the report. Further research directions have also been suggested as a continuation of this project or start of new projects. In conclusion, the project is a step in the right direction when designing for calibrated trust by building on the work of other researchers like Ekman et al.(2016) and Mirning et al.(2016), but requires further research and design in other areas to fully realize the idea of designing for calibration of trust, such as the work of Anika Boelhouwer at TU Twente and David Abbink at TU Delft . In a broader perspective the insights and toolkit designed should not be limited to autonomous vehicles but extrapolated to designing other social robots or autonomous technologies that will coexist in future societies.

In a future where most of our transit system consists of autonomous vehicle, the question is raised how we as humans interact and communicate with them, and they with us. This project explores these interactions in the current time to uncover how humans interact and negotiate in traffic. More specifically how pedestrians do so. From the analysis it came forward that such interactions are mainly based on implicit communications – messages sent through behavioural cues that are not necessarily meant as a message. This contradicts the belief that humans use mostly explicit communications such as eye contact and gestures to communicate with fellow traffic participants. The disappearance of the driver might thus not have as much of an impact of the effectivity with which we humans can communicate with autonomous vehicles. However, many research currently study how more explicit communication tools, such as external human machine interfaces (eHMI) on the vehicle can help the pedestrian in making their decision to cross. These studies do find that there is a slight benefit to these eHMI systems, however they are not as significant as one might hope. eHMI systems also present several concerns including their visibility from afar, ambiguity and one sided communication. Especially that last concern is one that is central in this project. The process follows the guidelines of the Vision in Product design process, which explores current day interactions and context to then formulate a vision for the future. Based on this future and the gained insights a design statement is formulated that contains the goal to be fulfilled by the final design. The goal defined in this project is as follows: designing a cross walk that prioritises pedestrian transit while maintaining an efficient interaction between autonomous vehicle and the pedestrian. The final design proposal presents a cross walk that uses animations that come to life through lights integrated in the floor tiles. The cross walk is unique in its design as it extends onto the side walk to allow pedestrians to consciously show their intention to cross towards the autonomous vehicle. The cross walk is able to register the pedestrian. Since the cross walk registers the pedestrian early on, it can send a signal to the autonomous vehicle to slow down to give the pedestrian the right of way. The pedestrian receives feedback that shows them how safe it is for them to cross through the use of these animations. A series of animations have been designed and evaluated and based on the results a final set of animations has been designed. These animations will communicate that is either safe or not safe for the pedestrian to cross. As such, the pedestrian is able to actively communicate with the autonomous vehicle and receives personal feedback, instead of being told what to do by the autonomous vehicle what to do. Bringing both their different communication bubbles together and translating them through the cross walk so both understand what the other will do.

WIFI is everywhere, from cafes to bus stops, trains to airports, it’s a service that people consider as necessity. Ten years ago, air space was the only WiFi-wasteland. Nowadays, it’s safe to say that WiFi on planes is very common now. AirFrance-KLM also implements the WIFI service on the plane. It creates a new customer touchpoint within the customer journey — the Onboard Portal. Passengers use this website to connect the WIFI with their own devices on the plane. The goal of the project is to explore the possibilities of improving customer experience via this touchpoint by providing possible ancillaries (commission-based products /services, travel-related information, etc.). This project proposes a new conceptual OBP including a set of ancillaries based on passengers’ personalities (big five personality model, Goldberg, 1990). The concept enables the target group to arrange their trips better with immediate transportation guidance or long-term travel plan. As Figure 1 shows, the project started with analyzing the brand value/business strategy of KLM. The result showed KLM wants to provide a memorable experience to its customers and enhance customer intimacy. Personalization and customization is the current focus, since they are good methods of enhancing customer intimacy. Then, an investigation of current OBP and its competitors were conducted. It shows the current OBP only provide limited ancillaries, and do not recognize the passenger. The usage rate of KLM’s OBP is low. By analyzing the previous market research results, the in-flight and post-flight experience of travelers with business and personal purpose ware chosen as a starting point to explore how to provide personalized services and enhance user experience. Multiple research methods including contextmapping, interview and online questionnaire survey were used to create their customer profiles and passenger journeys. Based on previous research results, eight intervention opportunities were identified as potential areas to create design interventions. Due to the constraints of time and access to the business travelers, the target group was narrowed down to the tourists. The theory of the big five model and personality traits was introduced for personalized services. Then, literature review and statements analysis were conducted to explore passengers’ needs, concerns, and expectations with different personalities. The results were using to generate primary concepts in creative sessions. All these concepts were tested to gain more insights. Meanwhile, a brainstorm session and an online questionnaire survey were conducted to discover more ancillaries. After comparing all results, one concept was chosen to continue as the final design direction, and the profiles of the target group based on the chosen personality trait(conscientiousness) were created. Accordingly, the final concept was developed after some iterations (concept evaluation with coaches and customers). In the last phase, the design concept was evaluated with customers and experts from KLM to get critical feedback and suggestions, from customer’s and company’s perspective. The recommendations and limitations were discussed as well in the end.

The recently introduced General Data Protection Regulation (GDPR) allows universities to use WiFi Access data for their research activities. The richness, ubiquity, and scalability of WiFi tracking make it an extremely relevant resource for studying the behavior and mobility patterns of groups and social systems. However, it is also a sensitive attribute and can pose serious privacy harms to data subjects, who often are unaware of the collection of this data and its usage.
There are some voices in the academia asking for a more ethical approach when processing opportunistic sensor data, one that uses the consent of the data subject as a necessary foundation for enabling the analysis of personal information. In this regard, there are some alternatives proposed in the literature from which the dataBox stands out. This concept, developed by Mortier and colleagues for the smart-household, is repurposed in the Thesis to the context of scientific research. The dataBox can become the data subject’s portal for the future research data platform from TU Delft, currently being developed by several researchers from the University. This interface enables data subjects to support data-driven research by giving their informed consent to the researcher’s data requests. The thesis addresses the question of how to design the user experience of such dataBox transparently and trustworthily, equipping the University population with the control and knowledge needed to share their data in the degree they feel comfortable with. The research conducted demonstrates the adequacy of the dataBox concept to satisfy the data subject’s concerns and expectations about the data collections conducted by researchers from the University. Furthermore, it stresses the need for an onboarding phase previous to the negotiation and follow-up phases proposed by Mortier. The onboarding has been demonstrated necessary to enable data subject’s informed consent when facing participation requests since without it are likely to misinterpret the risks entangled. The UX design of such an onboarding phase is detailed through a list of guidelines, which have been validated over three dimensions: Perceived control, trustworthiness, and transparency.
The research also brings clarity over the different perspectives towards sharing data in the University, which differs from the more general classification found in the literature about consumer data privacy. Three novel categories are formulated, based on the results of a Research Through Design process. These categorizations extend the literature about privacy perception in the context of scientific research. This knowledge feeds the design of the proposed UX and is useful to segment the analysis of future features. Additional work is required to detail the UX of the negotiation and follow-up phases since the guidelines presented focus on the onboarding phase.

ANWB Connected connects the Engine Control Unit of almost any vehicle to the internet, by using a dongle, with GPS sensor, that is plugged into the vehicle. The ANWB wants to increase the amount of users of this technology. And ANWB Kleinzakelijk, responsible for the Small and Medium Enterprise market, wants to grow its members by broadening the product portfolio with amongst others a product based on the ANWB Connected technology. The project brief for this graduation project was: How can the ANWB support Small and Medium Enterprises with a connected car service? Qualitative research was done to research the needs and context of drivers of and employees responsible for company vehicles. And to research what value the ANWB Connected technology could offer these people. The research showed that the target group is diverse and what the company vehicles is used for and how they are taken care of differs per enterprise. However, the company vehicles are almost always vital for a smooth operating enterprise and it is thus important that these vehicles are always available and functioning in an efficient manner. The ANWB Connected technology can retrieve information from the vehicles to keep those moving and improve the efficiency of the use of those vehicles. After the research phase the design brief was defined as: Create an app for enterprises that helps them to stay mobile and increase efficiency with their vehicle(s), by providing relevant and personalized information. The app that was designed uses the information from the dongle to provide the user of personalized and relevant information to help them increase their efficiency and keep their vehicle functioning. This information is separated in three sections: (1) On the Go, helping improve the daily efficiency of drivers by providing the most relevant traffic information, informing them what the most efficient fuel station is and fully automating their trip log and parking transactions. (2) Vehicle, helping to keep their vehicle moving by preventing problems and help solve problems the best way possible when they do occur. And (3) Administration, decreasing the administrative task load and helping fleet owners get insight in the use of their vehicles. This app was designed and evaluated in a usability test. The results of the test were positive, and recommendations for the improvement of the usability were made. The desirability within the target market still has to be researched, in order to make a well deliberated decision on how to continue with the development of this app.