The demand for robots in the industry is increasing. Organisations acknowledge the need to innovate in order to keep up with the competition. When robots were first introduced, they took over human tasks if they could execute the task faster than humans. However, this often has a negative effect on the meaningfulness of work. That’s why cobots were introduced, robots that could work together with humans in the same workplace. This provided the industry with many new opportunities. However, as with any new technology, research has to be done to find out how this technology can best be implemented. That’s why FRAIM was founded. They are researching how cobots can be introduced without decreasing the meaningfulness of humans’ work. FRAIM decided to join the Brightsky project, to take their research into practice. However, with the Brightsky project, FRAIM is facing other challenges. Not only does the technical feasibility have to be researched, but also the employees’ needs and other stakeholder values have to be taken into account. A challenge that can be perfectly tackled with a human-centered design approach.

Firstly, through interviewing and stakeholder mapping, the essential stakeholders are identified. These stakeholders have high power or/and high interest in the company and thus contribute to the future of the organisation. Afterwards, the stakeholders are brought together for a co-creation session. In this session, the stakeholders discuss their individual needs and values to identify the contradictions and similarities. Next, a shared vision is created, representing the stakeholders’ view on ‘optimising’ the workflow.
A stakeholder which is often negatively affected by the implementation of robots, is the employee, their needs are often neglected. That’s why this project’s focus is mostly on this stakeholder. During context mapping sessions, the themes of meaningful work are identified. These themes represent the conditions of meaningful work for the employees at KLM Engines.

During the research phase, it became clear that the stakeholders are unaware of the contradictions and similarities of their values. Furthermore, the knowledge and skills needed to understand the possibilities and limitations of implementing robots and their consequences on the stakeholders are lacking.
In the design phase, a co-design is created to tackle this challenge. Co-design is chosen, because it is well-known to be used for bringing together different expertise and for sharing knowledge and skills. Besides, the concept of game design is used. Game design helps to represent a real-life situation in a fun and engaging way and helps the participants to explore different scenarios. Using game design helps to visualise the consequences of robots on the workflow well.

The co-design is tested and evaluated to assess if the co-design meets the design requirements and to discover how the tool can be improved. A final iteration is done to improve the concept.

Lastly, the project is concluded and reflected on. The limitations of the project are discussed and future research and design recommendations are proposed.

In the Netherlands, the healthcare sector is facing increasing staff shortages and the demand for adequately trained healthcare personnel is expected to increase in the coming years. Shortages in obstetric care mean that not all women and their partners receive the care they need before, during and after pregnancy. To counter these shortages, there are opportunities in technology and continuity in maternity care.

Erasmus MC has set up its own (online) care path for preconception care, Smarter Pregnant. This programme consists of online platforms for preconception screening and the outpatient clinic healthy pregnant (OCHP). OCHP is a counselling session for couples or individuals to make pregnancy as healthy as possible or to obtain the healthiest possible lifestyle to get pregnant. Most of the pain points occur when filling in and processing data in the Slimmer Zwanger's system. The current system of Smarter Pregnant is often not understood by patients and nurses have to process the data manually. This processing of data is perceived by nurses as monotonous - which is why nurses report that the work feels robotic. Moreover, there is less focus on delivering care and more on interacting with the system. As a result, patients have to search for more information on the internet, getting lost in the validated and non-validated e-health for conception. Therefore, the need for an authoritative and trustworthy source of information for the OCHP is great.

The specific focus of this study is on creating a trustworthy VA for OCHP. The dimensions of trustworthiness are leading for the interaction and thus the design of the Voice Assistant. There are three layers that were considered when creating the Voice Assistant for the OCHP; the user, the context and the technology. In the current context, trustworthiness is generated by taking responsibility and exuding expertise. Responsibility is something the nurse has to take on the word of the patient and partner. The trustworthiness of the nurse can be measured by his or her expertise. Expertise is considered a dimension of trustworthiness in existing models.

To decide what the VA had to look and sound like, several experimental prototypes were conducted during the context analysis and collection of existing theories and methods. These prototypes served both as validation of research, and to spawn further research. The results of these studies led to a final prototype.

Each test ended with a qualitative interview with the patient based on the dimensions of trustworthiness. To structure patients' responses to the VA, three research questions were formulated regarding; expectations, comparing human-to-human versus human-to-robot interaction and characteristics affecting trustworthiness. Because the context analysis revealed that in the context of OCHP, trustworthiness depends on expertise, this research question was reformulated specifically regarding expertise.

These themes helped accomplish and structure the overarching goal of the project: Forming principles on how trustworthy VAs can be designed for healthcare in the future. These principles form a set of pointers on how trustworthiness can be implemented in a VA for healthcare.