In today’s financial landscape, children grow up in a world where managing money is increasingly digital, seamless, and less tangible. While this creates convenience for parents, children lack direct access to their digital savings accounts, creating a gap that limits their early financial awareness and autonomy. At the same time, traditional banks face growing competition to capture the attention of younger generations early on, making it vital to establish brand relevance before consumer habits become fixed.

This thesis explores how it can create an environment for children where they can explore being financially autonomous within a safe environment. The goal of this thesis is to create a proposition that Rabobank can implement in the near future in order to attract more clients of younger generations (aged 7 to 12). The project is guided by the following research question: How can we encourage early financial participation for Dutch children?

This project follows a triple diamond approach, switching between diverging and converging phases. To answer the research question, multiple methods were applied. Desk research and internal analysis provided insight into the financial landscape and Rabobank's strategic positioning. In addition, methodological
combining comprehensive triangulation, literature research, workshops, and deep qualitative user testing, enabled a deep understanding of parental and children's pain points, values, and needs.

The findings reveal a readiness gap within Dutch households: while essential financial habits are defined by age 7, parents routinely delay financial socialisation due to a lack of information and tools. While children aged 7 to 12 begin to understand logical rules, parents play a decisive role through modelling and open communication, but because children lack direct access to digital savings, financial management remains hidden behind the parent's device.

To overcome this, parents actively seek solutions that grant children structured
autonomy and a tangible grasp of finite resources, without compromising parental oversight or boundary control.

Based on these insights, the final concept, Rabobank Samen Groeien, translates the need for financial access, structure, and family involvement into a tangible, semidigital experience permanently mounted in the heart of the home. Validation sessions resulted in:
- An adaptable interface: A digital platform that scales content according to the child's cognitive growth (from visual milestones to more complex concepts like interest), paired with a parental portal that supports negotiating tasks, automated savings, rules, and promoting the feeling of relatedness
with friends.
- An operational implementation strategy: A phased plan managed by Rabobank’s Innovation Team could be implemented, detailing the following steps for this proposition and how Rabobank can benefit from this in the future.

The project concludes that Rabobank can secure early brand loyalty by moving beyond a transactional banking relationship and physically positioning itself as an active educational partner in the daily lives of children and parents.

The final solution was validated on desirability, feasibility and viability with both
internal experts and user groups. While promising, its long-term effectiveness depends on integration within a broader corporate strategy, including active marketing, continuous alignment with behavioural scientists, and ongoing backend system optimisation.

In conclusion, this thesis provides Rabobank with a clear, actionable guide for future implementation, establishing a definitive path forward to
strengthen its market position and capture long-term generational loyalty. ... Read more

Children grow up in a world where digital devices are all around. Most children get their first smartphone between the ages of 8 and 12. Conversations about smartphones between children and parents rarely happen spontaneously. And when they do, they are often initiated by parents, and about restrictions or undesirable behavior. The challenge of this graduation project was to spark conversations about smartphones between children and parents in a more open, equal, and positive way.

FoonFabels is a collaborative storytelling game for children and parents to explore bizarre stories related to smartphones. The game starts with a story featuring a bizarre situation.
Players then imagine how the story continues by drawing,
writing and presenting their ideas to each other. After this fun, creative activity, players discuss questions related to the story's themes. The questions are designed to encourage open, non-judgemental and constructive answers. ... Read more

This thesis addresses the researcher’s experience of the disappearance of local culture in fashion and costume due to the Userist design principles prevalent in the fast-fashion industry. This work intends to construct an alternative interaction with fashion which allows for more diverse cultural expression. A theoretical framework that tests for Userist oppression was adapted to the tangible and performative nature of fashion and applied.
From this analysis the collected insights were translated into a metaphorical worldbuilding exercise in which one can immerse themselves through roleplaying. This exercise allows participants to express complex experiences through physical movements and interactions with the metaphorical world. This exercise stimulates reflection on normalized behaviours and speculation regarding alternatives in a less performative setting.

Both the worldbuilding exercise and insights from the Userism analysis were combined in the creation of a participatory design workshop. This workshop was designed to be held in communal social contexts, so that participants would feel comfortable to express their experiences and aspirations for interactions with fashion.

The final proposed design of the workshop, based on the collected feedback of the participants, facilitates an interaction with fashion is one of community-supported repair and alteration in which artistic expression is encouraged and inspired.

This proposed interaction is mean to inspire other designers to do more research into possible applications of this alternative interaction within their own or another’s social community contexts, encouraging the community to emancipate themselves from their consumptive interaction with the fast-fashion industry and reclaim their cultural agency through design. The project overall attests to the value of experimenting with artistic expression as complementary to reflection and speculation for academic interaction design.
https://delftdesignlabs.org/justice-by-design/grants_and_projects/emancipating-in-style-escaping-the-infinite-staircase-of-the-fast-fashion-industry-master-thesis/ ... Read more

This thesis explores how entrepreneurial adoption of MijnOverheid Zakelijk (MOZa) can be designed in a meaningful and sustainable way within the Dutch digital-government ecosystem. Rather than approaching adoption as a purely technical or communication challenge, the research frames adoption as a systemic issue shaped by interdependencies between entrepreneurs and Participanting Government Organisations (PGOs). While MOZa is envisioned as a single, central platform for between business and government interaction, its success depends on both organisational commitment and entrepreneurial use, creating a chicken-and-egg dynamic that has hindered previous initiatives. The research follows a design-led approach structured around the Double Diamond framework. In the DISCOVER phase, stakeholder interviews, internal documents, literature on digital adoption, analysis of failed precedents, and benchmarking with international peers were used to understand the broader context. This phase revealed fragmentation, uncertainty, and misaligned incentives on both the organisational and entrepreneurial side.

In the DEFINE phase, these insights were synthesised into a core adoption mechanism, reframing MOZa’s challenge as a mutual dependency rather than a linear adoption process. Based on this, the thesis deliberately focus to design for entrepreneurial adoption as a primary leverage point, translating barriers into success factors and clustering them into three design directions.

The DEVELOP phase focused on exploring solutions aligned with these directions through co-creation sessions with PGOs and entrepreneurs. Instead of converging on a single “killer function,” the research demonstrated that adoption depends on the combined effect of multiple interventions. This resulted in several solution sets addressing creating proactive notifying, community and momentum.

In the DELIVER phase, these solutions were validated through sessions with PGOs and with newly registered entrepreneurs at the Chamber of Commerce. Organisational validation focused on feasibility, responsibility, and coordination, while entrepreneur sessions tested clarity, perceived value, and early-stage expectations. These sessions confirmed that individual solutions have limited impact in isolation, but gain value when implemented together and in a repeatable manner.

Based on these findings, the final outcome of the thesis consists of three structured toolboxes delivered to the Ministry of the Interior and Kingdom Relations. Each solution was transformed into a reusable tool by explicitly defining its goal, expected result, moment of use and a repeatable execution plan. This is accompanied by ten designed example-functionalities. Rather than delivering fixed features, the toolboxes provide a design approach that can be reapplied as policies, regulations, and organisational contexts evolve.

This thesis contributes to research on digital government by demonstrating that entrepreneurial adoption requires system-level design rather than incremental optimisation. It shows that public digital platforms should not aim to maximise engagement, but instead minimise time spent while maximising trust and clarity. By framing MOZa as a platform entrepreneurs should briefly use but continuously rely on, this work offers a practical and transferable approach to designing adoption in complex public-sector environments. ... Read more

This project is situated at the emergent intersection of design methodology and the integration of artificial intelligence in design practice. Increasing algorithmic mediation brings challenges to fundamental understandings of designer’s capacity and responsibility to make value-laden decisions. Despite autonomy’s prominence in responsible AI frameworks, definitions remain abstract and inconsistently applied to design practice, risking fragmented interpretations as human and machine agents negotiate framing authority. Framing is selected as the critical focus of this inquiry because it constitutes the primary, value-laden act where designers define problems, set priorities, and ultimately shape which futures are made possible. Existing models of collaborative reflective practice lack explicit consideration of non-human actors in the sense-making process, and its impact on the human actor’s role and responsibilities. To address this gap, the project aims to develop an understanding of Designer Autonomy that will explicate its meaning, components, and vulnerabilities for design framing practice in an AI-augmented future. Adopting a Value Sensitive Design approach, the project uses the tripartite investigations to define and understand the value of autonomy of designers in collaborative design activities performed with AI.

The conceptual investigation explicates designer autonomy into two interdependent dimensions of authenticity (unmanipulated acting on one’s own beliefs) and agency (independent enactment of those beliefs) in the context of responsible design practice. The value is situated in framing practice in design, claiming that effects of exercising of autonomy, and the potential of shaping of its perception occurs in this process of collaborative sense-making. This informs the empirical investigation, which undertakes an autoethnography as the methodology to understand the designer’s negotiation of agency and perception of influence of authentic beliefs in AI mediated problem framing activity. This resulted in four factors key drivers of co-framing: controlling the pace of activity, having a sense of role and responsibility, relevant digital literacy about the AI tool, and an explicit moral and political lens. The technical investigation reveals three interconnected characteristics of AI: bias, trust, and explainability, and how these can influence the human actor during collaborative framing processes. While AI systems may not be autonomous actors in their own right, their capability and integration into processes means they exert valid influence over the designer’s autonomy, therefore shaping the design decisions.

The key novel results of this project are a descriptive account of autonomy of a designer, its two interdependent dimensions, and the specific risks to each from AI in practical scenarios. A novel conceptual model called Collaborative Framing (Co-framing) practice develops on design theory research on collaborative reflective practice, to describe it as the primary site for ethical‐epistemic engagement between human and non-human (AI) actor collaboration in abductive design processes. This leads to discussions of application of the outcome to prescriptive design methods, connecting designer to user autonomy, extending the co framing model across design stages and domains, and embedding ethical reasoning directly into AI mediated workflows. ... Read more

The impact of over-tourism on popular tourist destinations has become a major concern, affecting the environment, social dynamics, and local economies. This thesis, developed in collaboration with Withlocals, an innovative travel-tech firm dedicated to sustainability, explores opportunities for addressing this critical issue by redirecting tourist traffic to less-frequented areas. The main goal is to assess the feasibility of creating specific strategies that cater to the needs of customers, Withlocals, and society by using design tools and methods.

The project involves in-depth research, both empirical and theoretical, supported by tools and premises of systemic design, behavioural design and strategic design. The research highlights:
1. The complexities of over-tourism and methods to mitigate it (Chapter 2).
2. The factors contributing to high tourist numbers (Chapter 3).
3. The motivations behind tourists visiting less-frequented areas and strategies to encourage this behaviour (Chapter 4).
4. The strategic positioning of Withlocals (Chapter 5).

Building on these insights and a client-involving conceptualization process, the thesis proposes two actionable strategies for Withlocals: the shift to "Hallmark Experiences" framework, which promotes thematic exploration and provides diverse location and activity options, and the "Destination Education" and "Location Scorings" features, designed to enhance platform-based education and transparency regarding destinations and locations (Chapter 6).

These proposals are designed to direct visitors’ focus towards learning about unique hallmarks rather than just traditional landmarks, cater to visitors' personal interests and address their information and confidence gaps, while expanding the range of points of visits. Hence, they are expected to encourage visits to less-frequented areas and, partially, alleviate spatial congestion. The proposals also aim to reinforce Withlocals' values of originality, storytelling, and knowledge, while aligning with their plans to enhance the personalization. Finally, these strategies offer additional potential benefits for Withlocals, including competitive differentiation, booking conversion optimization, and an enhanced brand perception.

Significantly, to align with broader sustainability goals, these strategies must be complemented by robust growth and temporal congestion management measures, ensure the authentic representation of regional identities, obtain consent for tourism from local communities, and promote sustainable transportation options. Further steps should include validation with customers and hosts, evaluation of behaviour change effectiveness, and careful assessment of potential risks, such as increased operational complexity. ... Read more

The accelerated digitalization of daily interactions, significantly influenced by the Covid-19 pandemic, has rendered the digital realm a fundamental aspect of life across generations. This shift has led to a transformation in digital asset management, ownership, and trade. The introduction of blockchain technology, especially non-fungible tokens (NFTs), has initiated a new era where digital items are capable of scarcity and uniqueness—attributes previously exclusive to physical luxury goods.
In this light, the project investigates the convergence of blokchain technology with the luxury automotive sector, seeking to unlock the business potential for luxury Original Equipment Manufacturers (OEMs).
Through creative trend research, emerging trends and developments have been identified, delineating the future landscape of luxury automotive. A strategic vision for luxury OEMs has been formulated, establishing a reference point for innovation and customer-centric product development.
The project has pinpointed four products, each embodying the promise to resonate with the evolving values of luxury consumers and to propel business growth. These products are central to a structured roadmap, which is segmented into three strategic horizons, guiding towards the envisioned future. Each horizon encompasses specific goals, in harmony with the progression and integration of these digital products.
The roadmap produced is a detailed blueprint for luxury automotive companies to contemplate the integration of blockchain technology with luxury experiences. The report concludes with an evaluation of the products and the roadmap by luxury automotive professionals, and suggestions for further research to
refine the strategic approach. This comprehensive evaluation encapsulates the project’s full scope and its approach to aid luxury automotive towards more meaningful and superior digital experiences. ... Read more

The Energy transition is driving systemic changes in energy systems to reduce CO₂ emissions. The Local Inclusive Future Energy (LIFE) Project, a 'Living Lab' consortium, seeks to accelerate this transition in Amsterdam Zuidoost, by preventing energy congestion inclusively (LIFE project, 2022). The complexity of the challenge requires multi-sector collaboration to develop urban innovations (Energielab Zuidoost, 2023, Parsons DESIS Lab, 2022).

Multi-actor collaboration is essential to develop and integrate new energy systems, evident in actors' interconnection in value networks and complex value propositions for integrating these product services (Weiller, C., & Neely, A., 2013). However, ecosystem collaboration comes with challenges, as each actor operates under different principles and seeks different benefits (Bos-de Vos, 2020). In this context, service designers face the challenge of developing methods and approaches to improve actors' capabilities in navigating systemic complexity, and translating abstract values into concrete actions (Sangiorgi, 2009, Vink, J., 2021, Bos-de Vos, 2020).

To address these issues, this thesis examines the LIFE project, employing both theoretical research and empirical data. One significant theoretical gap is the lack of tools for value modeling from an ecosystem perspective. Within the LIFE project, complex conversations regarding values emerge due to differing perceptions, leading to value misalignment, siloed ways of working, and intricate decision-making processes. The prevailing view of value focuses on unidirectional exchanges, lacking an ecosystem or systemic perspective of the project. Thus, a need arises for a tool that provides an ecosystem view and allows multiple stakeholders to engage in explicit value conversations.

To bridge this gap, this thesis introduces the 'value ecosystem canvas,' supporting collaborative networks in value ecosystem modeling. This 'project-centric' tool is designed for co-creation sessions, enabling actors to visually model value exchanges iteratively with the aid of a clear value guide (Bos-de Vos, 2020), exploring potential links between actors and concretizing value exchanges. Additionally, it facilitates an ecosystem understanding of how product-services add value to other actors and what value could be potentially exchanged (created and captured).

In conclusion, the value ecosystem canvas aims to foster effective collaboration, align values, and promote a shared understanding of value exchanges within the LIFE Project consortium and other urban innovation initiatives. By enabling a systemic view, the tool empowers collaborative networks to navigate complexity and contribute meaningfully to the ongoing systemic transitions. ... Read more

Language is one of the most important factors that international citizens need to acquire when stablishing in a new country, it enables communication, widens opportunities in relation to academic and professional development (Geurts & Lubbers, 2017b), and provides a sense of belonging. Therefore, it is important to understand what enables and inhibits the language learning process to make the integration process more user centered, propose actionable ideas and design effective interventions in order to optimize current language services, which in the end will result in cultural-societal impact (Sosa, 2019).

This project aims to contribute to such language learning services optimization, working together with NLtraining, who is a specialized Dutch school providing language courses for expats and immigrants.

A service design methodology is proposed to help bringing a user centric vision based on students’ real context but also provides a holistic scope including not just students and professors but also content making professionals and administrative departments.
The initial phase of the project explores existing literature from Second Language Acquisition and service design, where it was found that SLA research is centered on designing the ideal learning environment, however, in language learning, interactions in real life represent a great space for learning, therefore a gap between real context and learning environment was found.

Afterwards, exploratory research is carried out, interviewing students from NLtraining coming from different levels, where the main insights show that even though students have great motivation to learn the language and achieve academic and professional goals, their language use in real life is inhibited by different factors: cultural barriers, self-esteem, and deep complex reflective processes. It was found that professors who are the course facilitators have limited access to these kinds of insights, since they make their decisions based on assumptions from what they observe from the course, this, seen from a service design perspective, can become an opportunity to optimize current strategies.

The goal of the project is, then to design a tool that will help bridge students’ experiences through a reflective practice, which will support their learning process, as well as support professors with real insights of their students’ language use. Three exploratory concepts were developed, tested with students, and evaluated from a design perspective, then a final concept is presented, where a digital prototype is built, given its versatility and accessibility, it has the potential to be integrated into NLtraining’s current workload and bridge students’ context to the learning environment.

This tool helps collecting data such as: activity performed (listening, speaking, reading, or writing), description of the experience (text input), related class resources and emotion (good, neutral or not so good).

The prototype is validated in the final stage of the project, where the main findings conclude that enabling such reflective tool can promote students engagement with the course, in first instance because it provides a structured space to share and vent their (positive or negative) experiences, identify elements from the course that are working well or not, and finally allow professors to learn, empathize and best prepare the content of the course, based on a loyal portrait of students’ needs.

This project presents the impact of service design practices in an educational setting, which includes supporting stakeholder communication and collaboration, helping scope gaps in the service based on user insights and enabling an iterative approach to fostering optimizations.
... Read more

Every child in the Netherlands should receive an equal opportunity to begin their life with the best possible prospects. The first 1000 days of a child’s life are of utmost importance in establishing a strong foundation for future development. Children may experience a disadvantageous beginning due to various factors such as exposure to smoking or stress (Ministerie van Volksgezondheid, 2018; Roseboom, 2018).

To offer the best start also for children, the objective of this master thesis is to develop a digital tool that leverages the potential of big data to aid in the early identification and referrals of families living in vulnerable circumstances.

The research initiative known as “Making Big Data Meaningful for a Promising Start” is funded by the Dutch research council known as Nederlandse Organisatie voor Wetenschappelijk Onderzoek (NWO), seeks to detect vulnerable situations at an earlier stage using predictive models that use existing large amounts of data (big data) to identify potential adverse outcomes for children. The prediction model has the potential to estimate the level of risk a family faces for experiencing a negative outcome in the future. In order to cater this model to the parents’ needs, various user-centred design methods were used.
The approach of this project was first to understand the context of the first 1000 days and understand who is involved, how the current risk identification and referral works, and the experiences of the parents and the healthcare professionals. Literature research and qualitative research methods such as interviews and observations provided insights into the different perspectives of parents and healthcare professionals in this specific context. This approach led to identifying several significant needs that would guide the design direction for the future conceptual tool. These needs include trust, safety and self-esteem. Parents often face fear regarding the potential outcomes linked to revealing specific information, and they may also experience emotions like shame, guilt, or self-doubt when they believe they are incapable of adequately providing for their child. This may result in parents choosing not to disclose information, which can lead to delayed identification and potential referral.

Once the underlying needs of parents were understood, the following phase involved creating together and exploring the solution space surrounding a digital tool. To achieve this, co-creation sessions were held with parents and healthcare professionals.
During the co-creation sessions, several additional requirements emerged that were deemed essential for the conceptualization of the digital tool.
Among these newly identified requirements was the consideration that if the tool incorporated a prediction model, it must not only identify risk but also offer actionable solutions and be implemented with repetitive use since circumstances can change over time.
Through understanding and aligning the needs of parents, a final digital concept Advies Op Maat was designed. The concept allows parents to fill in their information in a sandbox environment, enabling them to try the tool before committing to sending the information to the healthcare professional. Based on the information filled in, parents can receive preliminary advice and choose whether they want to continue.
By conducting moderated user testing, the experience of the digital concept was evaluated and explored. At the moment, a significant challenge in achieving trust and safety relates to the questions posed within the tool, which can be sensitive and confrontational for parents.

At the conclusion of this project, iterations were made to address and improve these specific aspects to potentially use parts of the concept in the next phases of the research project of the “Big Data and a Promising Start” initiative.
... Read more

The experience of using a car can be defined as a lot of things. How comfortable it is to drive in? Or just sit in? What entertainment features does the car have that can keep all passengers entertained for a car journey? Or even for the more extreme motor heads, how does the engine sound when going through a tunnel? All of these factors shape how a driver and the passengers would experience a car. However, when you take a step back, there is so much more to it. This project will be looking into the experience away from driving; the non-driving experience.

As part of a University Research Project set up between the Industrial Design Faculty at Technology University of Delft, and Ford Research and Innovation Center, this project will be going into detail about how data can be collected from wearables in order to enhance and improve the user’s non-driving experience of cars. More specifically, how can the approach and leave scenarios of using a car be improved through this use of data.

The initial stages of the project were focussed on understanding where the problem lies. What context is best suited and has clear pain points, or potential moments of surprise and delight, to the problem? This was done through a number of research tasks including literature research, interviews, and workshops with a large variety of potential users.

The context of using your wearables to improve the routine of family cars was chosen to go into further detail and exploration. Families often have different routines that happen simultaneously at times, and it was interesting how a family car can be so flexible in adjusting to each members routine. Data was looked at throughout this project in order to get an understanding as to how it can be used in a way to create a relationship between car and driver.

Throughout the development phase of the project, ‘Ford Experience’ came to fruition, which did exactly that. It used data from the wearables of both the main driver, as well as family members and other passengers, in order to adapt and respond to a number of different inputs from individuals. Throughout this day-to-day use, the vehicle works with the user in order to provide the best possible, and most efficient experience possible. ... Read more

Clinical documentation takes up 40% of clinicians’ time. To ease the administrative burden of clinicians, digital scribes offer the potential to automate clinical note taking. Digital scribes are intelligent documentation softwares that combine automated speech recognition (ASR) and natural language processing (NLP). Digital scribes transcribe clinician-patient consultations and convert the conversation into structured clinical notes. Attendi, the client is developing a digital scribe for orthopedics: the Assistant. Hip arthrosis consultations have a well-structured anamnesis, therefore a promising use case for the digital scribe.

This Master thesis investigates the clinician perspective of implementing the Assistant. Literature was reviewed to understand the problem space and the design implications of the enabling technologies. Core concepts in human-AI collaboration such as system transparency and human control were identified to design for hybrid documentation. Also, the perspectives of recording consultations were translated into values for hospitals, clinicians and patients. The findings lead to both mutual benefits and tensions for the clinician-patient relationship and obstacles for implementation.

To contribute to developing the Assistant, user research was carried out in context by shadowing orthopedic surgeons to see their day-to-day workflow and understand the current cycle of clinical documentation. Several surgeons were interviewed to gain more in-depth views about the digital scribe. As synthesis, personas and journey maps were created both for a typical consultation cycle and a daily workflow. From the research phase, a list of user requirements were gathered in order to aid the design phase and future development. Finally, the envisioned user journey is presented in a service blueprint with the developed interface of the Assistant.
... Read more

Our society is built around a financial system that includes debt. It is a classic saying that anyone can end up in debt, but it is how we treat those with debt that defines their well-being. With the current financial system, we are prejudicing a part of society, making an already vulnerable group even more prone to debt.

We have designed systems which are almost impossible for these people to navigate, making vulnerable groups overrepresented in private debt. These vulnerable groups are made out of intellectually disabled, illiterates, multi-lingualists and financially stressed people. The goal of this thesis is to lift the barriers drawn up in private debt, and to introduce an inclusive approach to debt collection for collector coeo incasso.

During the analysis I will explore the private debt system as implemented by law. The debt trajectory is complex - privacy and new regulations make interventions difficult - leaving little design space.

The typical debtor and the implications of debt on human well-being are perhaps even worse. We can find vulnerable groups making up more than half of debtors.

These vulnerable groups then have to deal with the implications of debt, symptoms such as chronic stress and shame are common. This can even go as far as suicide. The effect of debt goes far beyond the wallet, it impacts every aspect of life.

When looking at the current debt trajectory ats coeo incasso we see that there is room for improvements which may drastically reduce barriers for debtors. By slightly altering the current layout of a debt trajectory we can help debtors have a more stress free debt experience.

The proposed interventions, on a service and interaction level, have to goal of lowering those barriers by making debtors feel acknowledged in their skills.

By lowering these barriers we can now expect debtors to live a more stress free life. These practices will help anyone, not only vulnerable groups. By introducing these interventions we can expect coeo to fully align with their goal of being the most empathic debt collector again.

Through these principles the debt trajectory can now be improved. New methods of communications, such as interpersonal communication, are introduced. New colalborations with municipal financial advisors are set up.

But also the existing communication is redesigned. New letters in understandable language will be sent. Digital communication now includes important accessibility principles. By implementing these kind of design choices coeo can now offer a debt trajectory with lower barriers. ... Read more

The societal and technical problems faced by low-income markets are increasingly seen as more complex due to environmental, social, and economic concerns. The enormous negative impacts of complex societal problems and the inability of designers to deal with complexity cannot be overcome without a paradigm shift in how we understand, engage with, and teach about such issues. In light of this challenge, one can pose the question, “What is the best approach to deal with a complex societal problem?”. A traditional approach to deal with a complex problem is to simplify it. Alternatively, as here, research may aim to provide a novel approach to handle complex societal problems, thereby embracing complexity. Thus, this thesis contends that embracing complexity represents a significant shift from the traditional design approach to a systems design approach for sustainable development. To help designers to bring about such a transition, the four main contributions provided in this doctoral research are: (I) Exploring the integration of systems thinking into design, particularly by adopting a systems design approach to sustainable energy solutions for low-income markets; (II) Extending the scope of product-service system design through the introduction of four major systems thinking tenets: a holistic perspective; a multilevel perspective; a pluralistic perspective; and complexity-handling capacity; (III) Proposing heuristic tools for the integration of systems thinking into design, which allows for developing new and strengthening existing systems design approaches; and, (IV) Increasing capacity building for a systems design approach to address complex societal problems through design education. ... Read more