Servitization. It can be seen in all branches and it seems as if every company is shifting towards a business model where they do not only sell products, but offer service, financing and advice. The security branche is no different. With companies wanting to focus on their core business they do not longer want to buy security cameras, locks and gates. Their real need: the ability to work and store on a secure location. Part of this is having a secure entrance that fits with their needs. Boon Edam is a company that claims to be: ‘your entry expert’. Following the servitization trend they want to invest in a service for their clients and create a competitive advantage in the market. The goal of this thesis is to create a strategy for Boon Edam that creates this competitive advantage in the market. This strategy is based on a model for finding opportunities for security services, as designed by the author. This model is iterated several times during the thesis as more information is found from practice. The author uses customer driven design to create a service that fits with the demands and needs of Boon Edams client. First a research is conducted to provide a starting point for the graduation project. This also provides a general understanding in different aspects related to Boon Edam and security entrances, as well as a first view on requirements for the design. The research consists of various methods to understand and visualize the position of different stakeholders. After this, six stakeholders of Boon Edam are interviewed to provide qualitative insights in the customer needs. This results in reviewed thoughts on assumptions made in the research phase, as well as a framework for the design of the service. Using the framework and the information of the interviews a service is proposed which should provide Boon Edam with the competitive advantage. The service focusses on improving the customer relationship by offering them more support in their decision making and evaluating and improving their entrance solution. According to Baines et al. (2017) this can be seen as advanced services, which should lead to: - Growth in revenue and profit - Improved responses to customer needs - Improved product innovation - The building of new revenue streams - Increasing customer loyalty - Setting higher barriers to competition After the design of the proposed service is explained an implementation plan is written for Boon Edam to adopt the service within their portfolio. With this implementation plan it should be possible to have the service fully implemented at the end of 2019 latest.

This thesis describes the design process of a service/tool for the management and prevention of periprosthetic joint infection (PJI) cases. PJI is a complication that follows total joint replacement and is devastating for the patient. It causes physical and mental strain and the patient's health never returns to close to what it was prior to the complication. It furthermore lays a financial burden on hospitals and society. The assignment for this thesis is initiated by Zimmer Biomet, the leading manufacturer for orthopaedic medical devices and joint prostheses. It is expected that providing services and tools that aid in the management and prevention of PJI cases will become a future strategy of Zimmer Biomet. The research in this thesis defines that the biggest problem concerning the management and prevention of PJI cases is the presence of a knowledge gap between guidelines defined by experts and appliable knowledge by staff. The multidisciplinary team (MDT) dashboard is a solution to this problem. This dashboard aids in the diagnosis and decision for treatment method of PJI cases. It is used both prior to and during the MDT meeting, which is a meeting during which a team of physicians from varying disciplines discuss PJI cases to arrive to a just diagnosis and optimal decisions for treatment methods. The dashboard provides visual aids, to help all members communicate their substantiation and to ensure that every aspect is discussed. It furthermore gives a non-binding advice, based on the patient data and guidelines developped by PJI experts. A digital prototype of the dashboard and a strategy are also presented. After validation of both these elements, further elaboration is given on the technical and organisational implementation of the dashboard, into hospitals. It is concluded that the dashboard is feasible, desirable and viable and that it will aid in the management and prevention of PJI cases. Next to aiding surgeons and MDT members, it will improve patient outcome and will serve an economic and societal goal. It is therefore recommended that Zimmer Biomet continues the development and pursues the implementation of the dashboard.

In this project, a service design approach is used to explore new value opportunities for consumers in a circular product subscription; based on the data that machines and consumers can give as input to a digital system. The analysis and design is focused on the wash machine PSS by Bundles,
a Dutch company that commissioned this assignment.
A clear desire emerged from the quantitative analysis of the review-site klantenvertellen.nl and qualitative sessions with consumers and investors. Consumers want to get more insight in the impact of their use, and more support by data-driven services. Investors, and Bundles, want the company to become more innovative and transform the system-data into sustainable and recurring value.
The literature assessment provided a structure
to analyse Bundles. The product-service system (PSS) de nitions show that Bundles can bene t from self-learning (feedback) elements, and that more involvement by all stakeholders will bene t the o er. Seven PSS-characteristics by Valencia et al. (2015) along with the theory by Rexfelt af Ornäs
(2009) showed that Bundles can or should invest in making the PSS t with their customer needs and that they need to show how the PSS will in uence the everyday life.
Qualitative research was performed with consumers to explore opportunities to make a positive impact on daily life.
After a brainstorm with Bundles, Miele and Crownstone, three ideas were developed in the following concepts:
A digital laundry planner to integrate the laundry more uently in personal planning and increase the insights and control over laundry activities. This concept was positively evaluated in three focus groups.
A gami ed laundry experience posing challenges and o ering activities to increase sustainable impact on consumer behaviour. The underlying activities were positive rated, but all three focus groups did not have the desire to be asked for a competition.
The personal clothing manager this is a long term concept, based on a 5 to 10 year prediction from blockchain and digitalized laundry labels in clothing. During the focus groups, the desirability of the servitization was explored. The majority of the participants perceived the concept as desirable.
The strategy and concepts in this report contribute to the transition towards a circular economy by Bundles and its partners.

This thesis answers the question ‘how can VodafoneZiggo improve the ambulance services with IoT in the Netherlands?’. Three subquestions are answered in to finally find the answer to this main question. 

Emergency services often arrive too late. Only one out of three ambulances succeeds in meeting the standard. The arrival time depends on several steps in the process. There is a challenge in the end of the process where the collaboration between ambulances, the reporting room and emergency departments (EDs) can be enhanced. By doing this, the arrival times might improve due to an increase in efficiency.

The design goal was ‘Design an IoT based logistic concept that improves the collaboration between reporting room, ambulance staff, and EDs by giving the ambulance staff direct insight in patient stops set by EDs, and giving EDs insight in arriving ambulances’.

With the CommunicAid, the ambulance nurse fills in several fields in the ‘digitaal ritformulier’ (DRF). Based on this and several external factors the system decides which ED is most eligible. The real-time information will be shared with the certain ED and the reporting room. With the CommunicAid, patient stops at the ED will be set digitally. As soon as an ED does this, the reporting room gets an announcement and the DRF notifies it. It will make sure that the certain hospital is not available anymore in the DRF. One hour later, the patient stop is automatically canceled so the ED becomes available again. IoT is required for the information flows between the different devices.

However, implementing the system brings complications with it. In the healthcare sector, all parties work in their own systems that are not able to ‘talk’ to each other. To make it even more complex, also the systems differ between regions. This makes it complicated, expensive and unrealistic to design a solution that fits every region, unless we start from scratch. The CommunicAid should be used as a wake-up call to prove that IoT indeed can improve the ambulance service in the Netherlands.

The societal impact of implementing the CommunicAid in the Rotterdam-Rijnmond region will be direct and positive. Rotterdam-Rijnmond is chosen because the system is designed based on the outcome of the field research. Most elaborate research took place in this region. For the ambulance nurses the communication improves and time will be saved; the system prevents long waiting times at the ED. By creating insight in the arriving ambulances at the ED, the ED nurses can anticipate on the arriving ambulance patients and in this way efficiency can be increased. For reporting room employees implementing the CommunicAid will reduce their workload by automating communication flows. 

An important future goal should be to harmonize the operations in acute healthcare in all regions for all involved parties. The dream is that all parties in all regions finally operate in one system for a perfect collaboration. VodafoneZiggo can start this major change in the ambulance service by supplying IoT-connections required for implementing the CommunicAid.

Ally, is an intelligent, voice activated medical device concept that users talk to on a routine basis to log details regarding their health and well-being. The goal of this thesis is to create a personalised interaction between users and Ally. The user group is segregated into three generations; Baby Boomers, Generation X and Millennials. A digital prototype of Ally is used to understand how different generations interact with Ally. A questionnaire to identify the voice characteristics each generation prefers in a medical device, is created. The results from the user test and questionnaire are used to design a Deep Learning framework to generate a WaveNet TTS voice. This framework is a foundation for a personalised interaction between Ally and users, based on the generation they belong to. By creating a framework to cater to specific generations, this model sets the ground rules for personalisation.

This report presents a design proposal for a product innovation for the company Quooker BV.
During this graduation project extensive research has been carried out first in order to find a relevant design direction. Additionally, an internal and external analysis has been carried out. The analysis reveal that Quooker is aiming to introduce a new system which provides two additional functions for the end-user. The two additional functions are the cooled and sparkling water functions next to the existing function (cold, warm and boiled water). Additional, insights into the target group show that the design is perceived as not completely safe by the target group which is one of the main reasons why people do not buy a Quooker product. Also, this is conflicting with core values of Quooker. By keeping the core values of Quooker in mind, which are, providing high-quality, safe and reliable products, the design has been developed.

Accordingly, several concepts have been developed throughout the synthesis phase. The main emphasize was put on interaction aspects since this was related to one of the main criteria set. However, before the actual ideation and conceptualisation, research has been conducted into fundamentals of interaction design. Furthermore, two user test have been carried out. The obtained knowledge is clustered and is presented as ‘interaction design handles’.
Through different iterative steps and the focus on the interaction design handles, a final concept has been proposed called: the Quooker Spark edition.

A prototype of the Quooker Spark has been developed which has been used to validate the product with users in an actual users scenario. Eventually, the following product improvement have been concluded and are also recommended to for Quooker to implement:

Quooker Spark edition
• The proposed design is perceived relative intuitive and safe due to:
1) a clear distinction between safe and unsafe functions,
2) a clear visualisation and sequence of the four functions in the handle,
3) the integration of visual, haptic and tactile aspects,
4) the focus on feedforward rather than on feedback.
• Participants were able to easily understand and explain the interaction to each other.
Furthermore, the proposed design is based on a digital tap and is therefore evaluated to be more in line with future trends. Additionally, the proposed design is also evaluated to be in line with the product portfolio of Quooker. From this perspective, a right balance between a minimalistic design and an intuitive interaction is created.

Healthcare innovation company FocusCura is one of the largest providers of eHealth in The Netherlands. Even though they are already active in other countries, they do not yet have a structured decision-making process for an international go-to-market decision. A decision aid for the business development department of the company solves this problem. To develop a decision aid academic and empirical research took place in three steps. First, to understand the internationalization strategy, process, and actions that provide the content for the decision aid. Second, to know more about decision aids and structured decision-making processes, that determined the decision aid structure. Third, generative research that provided company criteria for the design of the form. After configuration, this resulted in an improved internationalization process and a decision model that follows that. Building on that, a design process delivered a decision aid concept that meets the form criteria. It is tested with the end-user and optimized. The final foreign market-entry decision aid design followed from that. This design guides the user through the process of completing the decision model with a canvas and cards. A case study of the market-entry decision for the German personal alarms market then provided validation of the final design. This also indicated that FocusCura should enter that market. The result proved that the decision aid design structures the decision-making process and provides support to the decision maker.

This report present Bitstory: a new methodology for caregiving to support parents of autistic children by building a strong support network. Bitstory was designed to be implemented in the caregiving processes of De Buitenwereld. De Buitenwereld is a Dutch healthcare institution which provides care to families of children with (suspicion of) a psychiatric condition, aged 0-18. In 2015 De Buitenwereld was forced to change their caregiving processes due to the healthcare transition for the youth that was made in that year. This transition had several transition goals which healthcare institutions, such as De Buitenwereld, had to meet. One of the transition goals was to develop solutions that would support families in using their own support network, so that they would be less dependent on institutions. A great part of the families that receive care at De Buitenwereld are families of a child with autism. For this project, a focus was set these clients: parents of children with autism, aged 4-12. These parents suffer from high levels of stress and would benefit greatly from a strong support network. In an extensive exploration phase, lots of analyses was done into technologies, trends, parents’ needs and the company’s needs. In an extensive user research with a group of five parents of autistic children one main insight was distilled. This was the insight that parents lacked understanding from their network (family members, professionals, neighbors, friends, etc.) which let to having difficulties trusting them and thus building strong relationships. This ultimately resulted in parents not having the strong support network they need. But in order to get understanding from their network, parents have to explain and share lots of information with these others which costs them a lot of time and energy while they lack time and suffer from high levels of stress. All these factors hinder creating an understanding. Thus the solution had to support the parents in enhancing understanding of others so that they can build a stronger support network. In a conceptualization phase in which ideas were generated and transformed into design proposals, one proposal was chosen and further detailed into the Bitstory methodology. Bitstory is a new methodology for caregiving to empower parents of a child with autism (4-12 years old) by using tools to effectively capture, describe and structure important personal information into a visual story which can be shared at anytime and anywhere with any other who is involved in caregiving to enhance their understanding, strengthen relationships and build a strong support network.

In recent years, societal trends and fears have shifted the focus of governmental institutions more and more on prevention of domestic emergencies (such as natural disasters, or terrorist attacks). These catastrophic events may result in mass casualty incidents, which are defined as: “[…] An event that overwhelms the local healthcare system, with number of casualties that vastly exceeds the local resources and capabilities in a short period of time.” (Ben-Ishay et al., 2016). If too many casualties clog the local healthcare infrastructure, victims need to be prioritized for transportation and treatment, based on the severity of their injuries. Otherwise, the number of fatalities may unnecessarily increase. Triage processes have been developed to streamline the transport and treatment of casualties, and although varieties on assignment of priorities exist, all triage processes focus on high, medium and low priorities for victims. Both the Dutch civilian and military emergency services will conduct, in case of a large incident with an overwhelming amount of casualties a ‘Scoop & Run’: The first ambulance to arrive at the scene will oversee and maintain control over the situation (Command & Control). The following ambulances and responders will then start a quick triage, establishing who will need to be transported as quickly as possible. Based upon this first triage, the most severely injured (with heavy Airway, Breathing or Circulation injuries) will be immediately transported to medical treatment facilities. This process is not necessarily meant to save all casualties, but increases the survivability rate of the total amount of casualties. In the case of a domestic MCI, the Royal Netherlands Army may be involved along with civilian emergency services, creating a complex, hierarchical web of stakeholders. The challenge for both the impromptu established command structure as well as the first responders, is to untangle the chaotic context in order to create a clear oversight and to quickly allocate the appropriate resources. This project therefore focuses on enhancing seamless interactions between military (medical) professionals during an MCI, as it is vital for an efficient response to an MCI that confusing and erroneous information flows are curtailed, and oversight is established as quickly as possible.

Innovation is one of the most important aspects in both the business and the design environment, because of one reason: everything changes. Markets are never stable, customers’ needs and wishes change and technology evolves. This leaves companies with the option to either adapt to the ever-changing conditions they are exposed to or to be changed in the face of competitive pressure.

However, innovation should happen in the right direction. The idea of innovating just for the sake of growth is outdated and obsolete. The world is out of balance and our current economy is failing us, which means that it is of high importance that we move towards a balance in which we meet the needs of all within the means of our planet.

Outside Inc. tries to contribute to this highly ambitious goal by creating innovation acceleration programs together with existing organisations that will help them find new products and services. These programs combine the entrepreneurial qualities of people with a more sustainable and social mind-set.

In order to make a real impact, Outside Inc. currently needs to grow. Not necessarily grow to become the biggest or the most profitable, but grow to become more resilient. They believe that this growth should be accomplished by creating more recurring long-term relationships instead of the single short-term relationship that are currently mostly formed with their clients.

An extensive research was conducted in order to generate insights into why client relationships are mostly single short-term. A company analysis, a case study of 8 cases and a client analysis based on 6 interviews and 2 observations uncovered, among other insights, three underlying reasons: a miss-alignment in the expectations, a diminishing of the perceived added value and a doubt about the effectiveness of the program.

In order to provide the first step towards solving these problems, a toolset is developed. This toolset consists of a workshop format, an A1 canvas and a set of cards that function as a conversation facilitation tool. The toolset is to be used in a kick-off session at the beginning of a project by the core-team. This core-team exists of two program managers and one to three representatives of the client.

By using this toolset together with the core-team, Outside Inc. program managers are able to manage the expectations, provide proper demarcation, build an understanding of the client, make the client co-owner of the process and provide a foundation for a possible new fit in the future.

Furthermore, Outside Inc. is advised to continue with the improvement of their own identity and value proposition. By doing so, Outside Inc. can make the fit between the client and the value proposition easier and more adaptable to the evolution of the client.
It is also advised that Outside Inc. continues to do more client research then before. Not only by means of traditional customer research (e.g. evaluation forms/surveys etc.) but also by personally interviewing clients after approximately 1 year after finishing the program. By doing so, Outside Inc. gains valuable information but also builds a new connection with the client that could result in future programs, which could in turn, result in a recurring long-term relationship.

The Bouwagenda is a collaboration between the Dutch government, the construction industry and knowledge institutes to tackle the challenges that currently face society. The most important challenge is the challenge of climate change and the transition of the construction sector to a circular system. This transition needs to happen in a revolutionary way. This thesis is aimed at proposing the first steps of a strategy on transitioning the construction sector by researching the significance and possibilities of a “different way of thinking” in the design of construction projects.

A transition is defined as a process of fundamental and irreversible change in a society’s culture, (institutional) structures and practices. Two factors play an important role in transition: outside pressure and niche innovations. Outside pressure opens up the so called regime (how we do things) creating opportunities for niche innovations to develop and break with the conventions in the regime. Governing this process is considered a paradox since societal change is found too complex to handle in terms of straightforward management. Transition management therefore aims to develop governance systems to manage transition. A four step cycle stimulates the forming of coalitions and the execution of innovative experimental projects. These innovation experiments are an important driver for change but are alos differnt from conventional construction projects. An abduction 2 design approach to actually create innovative solutions in these experimental projects is found to be a promising strategy.

To be able to apply this transition management strategy to the Bouwagenda the current situation of the construction sector needs to be examined. Based on literature and case studies the most important barrier was found in the separation between client and contractor. Also the organisational structures of experienced clients and high risks that come with large construction projects were found to be barriers in applying a transition management design approach.

Inspiration for a strategy to overcome these barriers was found in competitive student innovation teams that create bottom up innovative solutions. National Bouwagenda Challenges are found to be the basis of a strategy for transition. The strategy consists of two parts, a management tool that can be used to assess the progress of the transition and make adjustments accordingly, and an innovation process for construction projects that take on the challenge. This process overcomes the barriers and is centred around early client and contractor collaboration in a design process and a designerly way of thinking.

Mapiq, the company, is the creator of the Mapiq smart building platform. Although the company is fast growing, the parties in the industry are also making considerable advances. The threat is that eventually, the growth of market share will decline and the party with the largest market share will obtain a monopoly. 
To bolster the growth of Mapiq, the options in a market development strategy are evaluated. The research first focuses on an analysis of the company, product, and industry to identify how Mapiq should compete. New market segmentation is used to create a broad scope in market research. This is done to evaluate the reach of Mapiq's product portfolio. Finally, the findings are brought together in a design, that through iteration and validation is desirable to the market.

The research points out that the product portfolio does not reach further than the service industry segment. Possibilities lie in the entry of the hospital market; the final design focuses on adapting and improving the product portfolio to fit with the context of the new market. While equally creating synergy between the current and new market.

This thesis explores the application of a new participation grading method to online discussions. The goal of this project was to deliver FeedbackFruits a design of a concept that integrates a unique form of participation grading. This concept was paired with an implementation strategy to effectively encourage teachers to apply this novel grading method.

The Rollor X is cardboard package that is specially designed for suits to be transported crease free. When ordering a suit online, a customer deserves to receive its suit in the best condition as possible. This is were the Rollor X comes in. Just as a standard cardboard package it is completely foldable and is made out of a single sheet of cardboard. The Rollor X is set up in 5 easy steps. First fold it open, set up the core and the rails, lay in the suit, roll it and close it up. Ready to be transported. Rolling the suit, together with the rails creating a space for the suit to lay in, enables the suit to be transported crease free. This is a patented working principle called Rollor© Technology.

In the Netherlands 23% of the population (3.9 million people) has been treated by one of the 21.000 physical or practice therapists, in order to recover from a physical complaint. Of these patients, 80% needs to exercise in order to rehabilitate from their complaint. However, a large problem arises since 50-70% of the patients do not do as they are instructed. This project focuses on creating a business viable solution, aiming to increase the amount that patients exercise.

This project originated from problems that the researcher experienced, personally as a patient. A first step to a solution was sought within the Ready to Start up course (Q2, 2016). The project continued as an entrepreneurial graduation in collaboration with Rik Burger, a TU Delft alumnus. Rik Burger had developed a technology to improve the exercise execution quality. This formed the starting point of this project.

The project has taken an integral approach by focusing on the aspects of: human (desirability), business (viability), technology (feasibility) and society (responsibility). Extensive desk research regarding the market, literature study and qualitative research, have been conducted. Altogether: 50 patients were surveyed and 9 patients, 25 therapists, 2 care purchasers (Dutch: zorginkoper), 2 financial chiefs of two large healthcare institutions and 1 paramedical advisor of an insurance company were all interviewed.

Through literature study and qualitative research a model was established which depicts 17 means to increase the amount that patients exercise. After internal and external ideation, 13 different functionalities were sketched and proposed to patients. The 9 selected functionalities formed one concept, named UNIPHY, which was proposed to therapists. Through their feedback the concept was enhanced. Subsequently, a high fidelity prototype was created, which was once again proposed to therapists.

The problem of not exercising as recommended, has been identified as complex, and to be one of the elements that harms healthcare quality. The designed product service system has evolved into an integral approach towards the improvement of exercise therapy quality and thereby the amount that patients exercise. Through a patient application and therapist dashboard, UNIPHY offers digital tools (figure on the right) which enable remote: support, evaluation, and management. With the help of these tools, the product service system facilitates the physical rehabilitation process which is expected to become faster, safer and delightful. Through qualitative research, patients and therapists have indicated to expect an increase in quality and thereby compliance.

Using UNIPHY, it is expected that the quality of life for 1 million patients can be increased and that healthcare costs related to exercise therapy will be reduced. Both aspects are considered to be a benefit for the insurance companies as well as to Dutch society. Research has indicated that the therapy market is competitive and that therapists are underpaid, and are therefore in need for a differentiating service. With the help of UNIPHY, they are expected to be able to do so and thereby increase their market share.

However, regarding the design, several aspects of the product still need to be developed further. The usage of sub goals, which plays a large role in drastically reducing the amount of time spent by a therapist, requires more detail through usage of actual use cases. Furthermore, currently patients are still able to falsely register their physical activity. Although attempts are made to obstruct this, research will still be required to investigate its impact. Lastly, several aspects of the posture feedback functionality need to be developed further. This can be done once the required technology is developed further to realize feedback that is sufficiently accurate.

According to the first estimations, €75K seed funding will be required in order to take this project further. The process of attracting funding can be initiated as soon as the business plan is finalized. With seed funding at hand, the product should be evaluated as a whole with the help of a second generation prototype. Once this is positively evaluated, the UNIPHY minimum viable product (MVP) needs to be designed, tested for its usability and validated through a clinical trial. To do the latter, a healthcare institution partnership will be essential. After validation of the essence, it is expected that the concept can grow further. With the help of another round of funding, more functionalities can be included.

This project represents the graduation project of the MSc Strategic Product of the Industrial Design Faculty at the Delft University of Technology, carried out in collaboration with KLM Royal Dutch Airlines from February to September 2017.

With the steadily increasing challenges of fuel prices, new technologies and competitive environment in the airline industry, the need of market differentiation is vital for KLM. To remain competitive, KLM has recently launched its new strategy - a more customer centered approach by creating memorable experiences for the passengers and employees. Thus, the last product and service innovation developments focus on creating customer intimacy.

Within the context of an increasing digitalization, KLM is exploring and testing with different exponential technologies to innovate and deliver personalized service. One such technology is Augmented Reality (AR). Augmented reality is a technology that enriches the real world with over layered digital information, objects and media. Although not a completely new technology, AR has been gaining traction and popularity in the last couple of years. Mayor digital companies like Microsoft, Google and Apple are currently developing and introducing new AR products to the market.

The project goal is to explore the possibilities of the recent AR developments in the context of the airline industry. This project presents an in-depth analysis of three main areas: AR technology, company resources and user needs. Augmented Reality systems, unique valuable features and limitations are described. Industry regulations and company resources are analyzed. Latent user needs and human factors are uncovered. From these insights a design goal and an interaction vision were developed.


To assess user needs along the customer journey, an analysis of previous KLM documentation was made. The insights from the company’s reports were analyzed by using a context factors framework proposed for creating pervasive AR experiences from the literature review. The human factors were investigated using context-mapping method. The generative research was conducted with seven participants from different nationalities. After completing a sensitizing booklet, they took part of in-depth follow up interviews.

The insights of the context mapping research provided information about mobile device usage onboard. Hence potential touch points along the customer journey were selected. Emotions and attitudes and space semantics were found from the user research. A key finding was related to the multiple constraints characteristics of the using an airline service. Protocols and regulations stipulated by the airline and the industry impact the comfort and attitudes of the passenger. From the research it was found that some passengers are more vulnerable to being “captive” at the gate or in the cabin. The customer experience is affected by the lack of autonomy during different moments of the journey.

The group of passengers affected by constraints was selected for this project. The design goal was to help economy class passengers from the Millennials generation that travel long haul flights to feel autonomous, in control and comfortable during waiting time at the gate and during the flight by offering and entertaining and informative memorable Mobile Augmented Reality experience.

From this design goal, different mobile augmented reality concepts were created and evaluated. A final concept is described and a roadmap for further implementation was constructed. This project concludes with a list of final recommendations and remarks.

YLOS is a cooperation between different stakeholders active in the sector of Performing Arts (PA). Together with their intended target group, YLOS has the ambition to improve the working conditions in the PA sector and to increase sustainable employability of its workers. YLOS wants to provide answers and tools to their target group to make them informed and independent, by doing so together. To accomplish this, YLOS teams up with the target group during several working sessions. The participants in these sessions are the point of attention in order to find information on subjects that matter to this target group. YLOS works on the Micro level to trigger a personal and honest dialogue with your inner self. To conclude, the research done with the participants will be the basis creating a program for a main YLOS event which will take place at the start of 2018.

The initial goal of the project was to design a meaningful user experience for the visitors of the main YLOS event. After extensive external, internal and user analysis (including desk research, stakeholder mapping observing user and decision maker sessions, conducting several generative sessions) the desires and needs of the target group were identified, resulting in a new design goal: ‘Co- research and design with the target group of the Your Life on Stage main event a tool that enhances the event experience of the user by the means of guidance and control and creates a feeling of (re-) assurance.’ Together with the outcomes of the generative sessions, this served as input for setting up a ‘concept model map’,(figure below) which would help to start on the first idea sketches. These sketches were valued, combined and clustered resulting in three preliminary concepts. The three concepts did receive feedback from their intended users during a feedback and voting evaluation session. The outcomes of this session provided input for the modification and detailing of a definitive concept, resulting in a final design.

The final design is a guiding routing experience installation named Trinity. The walkthrough contains three different phases, where the visitor is guided towards a colored portal in the design with the means of questions on the floor in order to make this color to match with the personal interests and needs of the visitor. A same colored ice breaker card will be handed, which has to be used in the last phase, where the card can be put into a double wall light wall. The visitors will in this matter create a colored light wall together.

This Master Thesis focuses on exploring the possibilities of facilitating peer support possibilities between diabetes type 1 patients, as a valuable addition to a patient’s normal support network. This report presents the results of the analysis phase, the developed concepts and the final outcomes of this master thesis.

Diabetes is a disease that is mainly managed by the patients themselves. Improving or failing within this disease has various input on a patient’s emotional balance. Having to deal with this disease every day, each patient develops an individual diabetes management style that is influenced by his/her personality, the surroundings and the relation with the professional care giver. As every patient has a different personality, the interviewed patients showed great differences within their management and mindset. As in real life when searching for new friends, the patients expressed the wish to get in contact with other peers, who would match their diabetes mindset, to be able to recognize problems and emphasize.

The developed concept Match! is an online patient platform that enables every diabetes patient to create an individual profile and display his/her diabetes mindset together with other additional info the patient would like to add that shows the person behind the diabetes. Match!’s goal is to let peers find contact points and similarities with other peers, in order to increase the chance of developing a friendship with the matching peer. The concept focuses on the profile creation process, the display of the mindset and facilitation between peers.

‘Navigating a hospital for children’ was a project done for the Wilhelmina children’s hospital. This project focuses on letting children feel in control while they find their way to the right department, in contrast to feeling stressed and scared in the (new) hospital environment. The project goal was to design a positive wayshowing system that was understandable and challenging for children between the ages of four and twelve years. An iteratively design approach is used to develop ‘hospital world’. Ideas were explored and evaluated by tests and interviews. The needs of children within and outside the hospital environment are identified. The final design is tested with the target group within the hospital environment. Children responded positively regarding the idea, and they were able to find the right department and feel in control.