The rapidly aging Dutch baby boom generation threatens to overwhelm the healthcare system in the Netherlands (Hoedeman & Koki, 2020). The elderly, more than any other age group, are more prone to experiencing a steep decline in physical and cognitive health during hospitalization (Brown, 2020; Mathews, Arnold & Epperson, 2014). 61% of the elderly Dutch are unnecessarily admitted to emergency wards (G. de Kousemaeker of Fluent, personal communication, January 16, 2019). Likewise, the elderly, especially those from rural areas, are fueling more than a 50% increase in the number of persons 65+ who require nursing care at a home (CBS, 2019). A complex network of stakeholders interacts in the healthcare value chain to provide interventions for this vulnerable group. Yet, healthcare providers (HCPs) who collaborate together to diagnose, treat or adjust medications for the elderly are under immense pressure (SCP, 2019a). With its technology-enabled services, DiaMediPort aims to solve the shortages of HCPs by sending triage nurses to the homes of the elderly in distress and by virtually connecting them to general practitioners and medical specialists via information logistics. The research section of this project highlights the advantages of ensuring person-centered triage care in the Dutch elderly person’s home during the period of 2020. I conducted secondary and primary research (e.g. ethnographies, contextual maps, qualitative interviews) with an elderly couple in their extramural home, informal caregivers, district nurses and elderly care specialists from intramural facilities, ambulance and mobile night teams and elderly call centers. Five key conclusions are made based on the insights generated on triage moments, information flow, technology and the healthcare value chain. 1) There is an obvious disconnect between the government’s response to the elderly and what the elderly want. The Dutch Minister of Health, Sports and Wellbeing stated the role of each Dutch person is to care for other persons in the community; while the elderly interviewed state that independence is a core value and it must be accounted for during the development of an elderly triage service. 2) Triage moments are a source of needless and redundant suffering for the elderly person who lives in an extramural home. The informal caregiver must communicate with HCPs during these moments so that the decisions made on behalf of the elderly person are dynamic. Although nurses can handle a litany of triage moments, the healthcare system prohibits them from taking action without the supervision of a medical doctor. 3) The mobile night team becomes a part of the traditional medical system. When an informal caregiver or district nurse is unavailable, triage nurses perform unexpected tasks at night. 4) Information flow and open communication reduce the usage of human and financial resources and improve the elderly person’s medical outcomes. 5) The nurses who work at elderly care centers rely on ICT system information. Often the elderly’s digital records and other necessary information are not yet entered or updated. Hence, triage nurses must act in an information vacuum. The appearance and complaints of the person suffering from old age is the only information at their disposal. It is very difficult to read him. Sometimes, he lacks the words to express what is wrong. As a result, nurses cannot make informed medical decisions. DiaMediPort is ideally poised to tackle these issues and concerns. Besides, its services give reassurance to beneficiaries (e.g. elderly person and informal caregiver) and facilitate their independent living at home. The design section offers 2 tools that I created for DiaMediPort. Their 2 objectives were to 1) visually inform how HCPs and beneficiaries interact within the existing healthcare system and 2) convince HCPs and decision-makers (e.g. insurance providers, hospitals, governmental bodies) to adopt DiaMediPort’s services. The tool Stakeholder Perspectives has two components: 1) “DiaMediPort in Film” presents short films of elderly persons in triage situations; these stories are produced with cartoon cutouts and voice-overs. And 2) “DiaMediPort Platform” will be used in a co-creational workshop. It gives an overview of the DiaMediPort beneficiaries and stakeholders, their social context and how DiaMediPort acts as intermediary. The tool Layered System Overview illustrates the triage phases wherein DiaMediPort is capable of providing services.

Companies are advised on investments through a parametric business case for different fashion rental models.

This report is the result of the graduation project of Joris Menting for SWKGroep. The project concludes the master program Design for Interaction at the Delft University of Technology. SWKGroep asked for an innovative child care tool for children of 10-14 years old. The project description offered the designer much freedom. The initial design goal was formulated as follows: “Design a location and time independent form of after school day care for children (10-14 years old) that relieves parents, where children experience both affection and freedom and that adds value for SWKGroep.” The project is divided in three chapters: Orientation/Research, Ideation/Iteration and Evaluation/Demonstration. See Figure 1 for the overview of this project. The first chapter of the project, Orientation/Research, describes the internal and external analysis that gave more insight in the context of after school day care and the rules and regulations by the Dutch government. Interviews with parents and generative research sessions with children gave insights in the latent needs and desires of the users of the product. With the insights of the first chapter the design goal was further specified as follows: “Design a location and time independent form of after school day care for children (10-14 years old) where: children experience affection, freedom and guidance, while it relieves parents during work without losing control, that fits the business operations of SWKGroep and adds value.” In the second chapter, Ideation/Iteration, ideas to reach the design goals where generated. To guide this process two interaction visions are developed. They formed the inspiration for new ideas and used to test whether ideas where still on track of solving the design goal. Two initial design concepts where developed and assessed during a co-creation session with employees of different layers within the organisation of SWKGroep. Together with the analysis of an weighted objectives method the decision is made to develop a chosen concept that uses the strengths of both initial concepts: TEQ TIME Coach. In the last chapter: Evaluation/Demonstration the chosen concept is tested and evaluated with parents and potential coaches. These user tests gave the insights which made it possible to develop the chosen concept into a final design. This design is presented in paragraph 3.2 at page 90. This project can be seen as the first part, research and ideation, of developing an innovative child care tool for children of 10-14 years old. The second part, implementation, will be a project for the future. This project ends with a implementation plan for this second phase.

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.

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 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.

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.