This thesis is conducted in collaboration with Directie X of the Ministry of Justice and Security (JenV), who aims to strengthen the innovation capacity within JenV to keep up with societal needs. One way they do this is by supporting AI experiments. These experiments are procedures undertaken to improve the current way of working, not just to validate hypotheses.The experiments are driven by two drivers: innovation and AI, which bring along some challenges: currently, JenV learns from the AI experiments, but the result is not an innovation. In addition, JenV is reluctant to implement innovative improvements as they are closely watched by society. Besides, the magnitude of these challenges increases when AI is involved. Hence, most of these AI experiments end after the proof of concept and experience a silent death.A strategy supported by a tool is desired to prevent the experiments’ results from being left unharnessed. Therefore, this graduation project will implement these takeaways by solving the following research question: “Why does experimenting with AI rarely lead to a new way of working at JenV?”
The research has provided insights into the many challenges behind this question; the challenges can be subdivided into five perspectives: strategy, ecosystem, results, process & governance and culture.During the research, it became clear that the technology (AI) was not a limiting factor of significant importance for implementing the outcome. However, the scope of this master thesis does not reach all experiments conducted at JenV but is specifically focused on AI experiments. The research has resulted in the following problem statement: “Initiators experience uncertainty prior to AI experiments because they have no clarity about the trajectory of the AI experiment and mainly lack clarity about who the stakeholders are and how they should approach them. This unclarity about the stakeholders, in turn, results in more uncertainty about the AI experiment.”Directie X should support the initiators to bring about implementation without being part of the whole process. Therefore, three principles have been developed. Directie X hands over to the initiators by translating the principles into a tool. The tool, therefore, only serves as a means of communication of the principles and acts as a hands-on concept that the initiators can get started with.The three principles:1. It’s all clear! (Clarity)2. Doing it with! (Engagement)3. It’s clear to all! (Transparency)
Ultimately, based on several design requirements, a toolkit has been developed that complies with the three principles: The CET toolkit. The CET toolkit helps to reduce the uncertainties of the initiators prior to an AI experiment by focusing on clarity about the stakeholders, engaging the stakeholders and transparency.The CET toolkit consists of an introductory page, Experience stories, six Stakeholder canvases and eight Reflection canvases.
The purposes of the different parts of the CET toolkit are the following:- The purpose of The Experience stories is that the initiators learn from others without there being consequences.- The purpose of the Stakeholder canvases is to clarify the stakeholders to the initiator to reduce the uncertainty prior to the experiment. In addition, it entails engagement by providing insights about the roles’ wants & needs, and concerns, which can function as guidelines for involving the roles.- The purpose of the Reflection canvases is to help the next initiator gain insights that can be incorporated in the Experience stories and learn by letting the initiator become aware of the actions taken during the AI experiment.
An evaluation of the concept answers whether the CET toolkit is viable, desirable and feasible and meets the design requirements. The assessment is done through an online collaborative validation session and an online survey. The review has led to a few adjustments. Therefore, the thesis finishes with recommendations in the field of exploring, designing and sharing.The CET toolkit is a validated first step to reduce the initiators’ uncertainties through clarity, engagement and transparency.
This thesis aims to contribute to the way of working of JenV. The result is a strategy supported by a tool. This thesis helps Directie X increase the chance AI experiments go into practice and lead to innovation.

The Ocean Cleanup is an NGO founded in 2013, with the aim to rid the world’s oceans of plastic by 2040. Collecting this plastic however begs the question: ‘What to do with this waste after it has left the ocean?’To answer this question, first, it is important to look at the material. In my research, I defined the following tiers of ocean plastic:Tier 1: Mechanically recyclable plastics and recolourableTier 2: Mechanically recyclable plastics, but black and non recolourableTier 3: Non-mechanically recyclable plasticsBased on an analysis The Ocean Cleanup and its context I defined three main goals that it should attempt to achieve with the plastic: Value: To gain as much income as possible from the plastic in order to be less dependent on donations.Awareness: To use the plastics to generate as much awareness as possible for the ocean plastic issue.Volume: To find a purpose for the entire volume of the extracted ocean plastic.No single product made from ocean plastic can satisfy all the goals and tiers at once. By developing a combination of complementary ideas with an underlying strategy, The Ocean Cleanup can maximise the impact on all three goals while ensuring that the different ideas fit with the material tiers.Through a combination of literature research and interviews (both with consumers and experts) I designed and developed the following strategies:1: Limited Ocean Plastic EditionsPartner with specific companies to make limited ocean plastic editions of existing products. This creates a win-win-win situation in which the consumers get a special version of a product, the partner company benefits from the positive brand association and The Ocean Cleanup accomplishes all three goals.2: Interior&Exterior ArchitectureCollaborate with processing companies to create building materials from the ocean plastic. In this context the fact that the material cannot be coloured is of lesser importance and the demand for sustainable materials is high.3: Arts & ExperimentsThis context allows for the extraction of as much value and awareness out of the non-recyclable plastic as possible by using it in for example: art projects and design competitions.These three distinct strategies fit together in an overarching brand concept I call: Ocean Product. This brand establishes a single point of recognition for consumers, while at the same time differentiating The Ocean Cleanup’s plastic from that of competitors.Finally, I integrated all findings into a partnership selection tool, which can help The Ocean Cleanup decide which partnerships are worth pursuing and which are not.I believe that this strategy, with its three tiers and partnership selection tool presents a complete vision of how The Ocean Cleanup can turn 80.000.000 kg of waste into ‘Ocean Product’.

This master thesis was executed in collaboration with marketing agency Maak. Maak expressed an interest in offering services to independent music artists. The objective of this thesis is to show stakeholders how value can be reinterpreted and distributed to balance value streams in the music industry. This goal is achieved by developing a thought provoking concept. The process involved two main research phases and a design phase. In the first research phase the music industry was mapped out. Subsequently the decision was made to focus on the streaming industry, especially on Spotify. To form the basis of the design phase, all the insights from the previous two research phases were assembled and distilled to create the following four design principles: Artist empowerment; lower barriers to entry for independent artists User involvement; Collectivism, collaboration and co–operation to be reflected in design, critical listeners to become part of the creative process Stimulate independent artists Playlist improvement; Restore the importance of the user-generated playlist; currently playlists are generally either impersonal or biased - or both: Algorithmic playlists; no human involved Editorial playlists; More and more people dependent on a small group of editors DSP’s push their own playlists; User-generated playlists are becoming devalued as they are becoming harder to find. Research question: How can we redesign the music industry to balance value streams? Answer: Make music streaming more social. Why: Direct Streaming Platforms constrict the relationship between creators and their audience. Goal: Make streaming more social for independent/DIY creators. Create direct, intimate interactions and foster those connections. The design phase consisted of ideation and concept development of three concepts. After which, one concept was chosen to focus on. In turn this concept was named “Lister”. Lister is a music community platform which allows users to discover, and exchange ideas about, music based on similar taste, in a social way. Lister was validated in various ways and has been through several iterations as a result. It is well-supported by music industry professionals that were involved in the process. It shows signs of having potential and there could be justification for further research to better define the concept, to establish different needs and values amongst stakeholders and a launch strategy.

This thesis investigates triggers, introduced in Relevance by Play, as promises of relevance leading to a museum visit. It follows two major goals. Based on these, it is divided in two parts. In the fist part, the Relevance by Play (Vermeeren and Calvi, 2019) framework and the model of museum visitor roles by Falk (2009) are combined, resulting in a structural overview that helps designing triggers for differently motivated visitors. In the second part, his overview is used to design a trigger to initiate the interest of teenagers in the topic of National Socialism, generating an explorer role for a potential visit of a museum/memorial site. Therefore, triggers and visitor roles were first looked at separately and afterwards their connections explored through case studies, a survey and interviews about planning and carrying out museum visits. It was concluded that triggers follow three different functions leading to a museum visit. They first initiate the interest of a potential visitor and generate a motivation to visit, which results in a visitor role, then elicit the potential visitors to consider a certain museum or exhibition through addressing what is perceived as relevant by a potential visitor of a certain role and last, enable the potential visitor to visit the museum. The research suggests that triggers are closely interlinked to the potential visitor’s context. Contextual changes can also function as triggers and triggers can be designed to match contextual circumstances of the potential visitor to be more efficient. The overview provided in the end of part 1 covers the different aspects that play a role in forming the decision of visiting a museum and explains how they are connected. Based on this, designers can guide their research and identify opportunities for designing. In part 2, literature was researched to get a general understanding of the challenges of teaching National Socialism and participants of the target group were interviewed to learn about their relation to the topic and get insights about what they perceive as relevant. The main research-findings show that teenagers have problems engaging in the topic of National Socialism as it feels too far away for them, perceiving it as too cruel to engage and being taught in a school setting, doesn’t allow teenagers to follow their own interests. Making it easier for teenagers to find an access to National Socialism, topics were searched that are easy to relate to and thus feel meaningful to them. The interaction of exploring the topic needed to be fun and of low effort to engage and make explorers curious. To dive deeper in the topic, the process was split up, giving users the possibility to do so at their own interest and agenda. The design concept uses fragments of historic situations in the form of street art. In looking through a tool, the context of the fragment is exposed. Users can scan a QR code leading them to an Instagram page related to the historic situation and webpages of related museums/memorial sites.

The growth in the number of political frictions and terrorist attacks have made governmental institutions focus on the preparation for threatening situations. Old threats persist and all kinds of new ones are added. In order to be ready for these threats, the Royal Dutch Army is shifting its focus from main task 2 operations (peace support) to main task 1 operations (combat). As support to a tactical operation there is the military medical chain. The shift in focus has uncovered that the 400 Medical Battalion is currently not capable of supporting the Army in Combat Operations. As a result, the 400 Medical Battalion is currently in a transition process. This transition contains the reorganisation of the battalion, and the development of the Role 2 Basic Medical Treatment Facility.
By performing different research activities, such as desk research, interviews and a simulation session, an understanding of the organisational context and the context of use was developed. This resulted in an overview of the problems that arise in the Role 2 Basic.
This project continued with one of the problems: the decision-making processes. Currently, the decision-making processes within the Role 2 Basic are transferred from the context of Peace Support Operations. Resulting in the decision-making process in front of the facility being triage. Triage is done to prioritize patients, while analysis shows that the decision in a combat setting asks for a process to allocate patients. As a consequence, the currently applied process is not suitable. It does not contribute to, nor is in line with, the chain-orientation in combat. All research findings were summarized in a single patient process map, a consolidated flow model and a decision framework. With all the obtained insights in mind, this project aimed for the development of decision support for the Senior Nursing Officer, while stimulating a combat mindset. This became the focus and all further activities were contributing to developing a decision support concept...

MP Motorsport is a talent educating race team participating in the classes below the Formula 1. The problem with the lower classes and therefore MP Motorsport as well is that these classes don’t get much attention and exposure. As a company run by people with passion the branding and positioning is more something that naturally emerged from this passion rather than a series of conscious decisions. This makes it fragile. A more conscious strategy and vision on how MP Motorsport needs to be branded and positioned against their competition that is more than “look how cool racing is” is needed to become more attractive for sponsoring. This report describes the process from analysis to finding the right positioning and an advise for a new brand identity and an implementation plan to help becoming more attractive for sponsoring goals. The analysis done with employees showed a unique characteristic that will help the team to position themselves against the competition; the family atmosphere. This atmosphere is what also characterises their contradictory personality. This personality is on one hand leading and ambitious and on the other hand modest and involved. Competition and stakeholder analysis have been performed to find the right combination of being unique to the competition, desirable for the stakeholders (the fans and sponsors) and builds upon the core strengths of the company. Then using the brand key model, a positioning is made with the essence: Be your best self. The belief, “in everyone hides a talent” and values like “everyone is equal” and “together we succeed” combined with the essence and the positioning resulted in a brand story that describes the feeling MP Motorsport wants to communicate. To manifestate the brand, an advise has been set up for a tone of voice and tone of image. Wrapped in a concept called “winning redefined” this advise is part of the whole implementation plan that should lead the way for the team to implement the newly created brand in short and long term actions. In 3 phases MP Motorsport is advised to start with a clear brand introduction to the target groups Gen Z and potential sponsors. The next phase revolves around creating a community to attract both Gen Z talents and subsequently sponsors to interact with the team and each other. Finally the last phase is long term focused and aims for sustainable growth. In this phase the community is established and can expect various opportunities to discover and develop a whole range of talents, sponsors and gen z are connected to each other via MP Motorsport and the team is able to finance the lower classes without the pressure of the money drivers bring along.

The purpose of this thesis is to examine patterns of human behaviour that underlie stereotyping and categorisation, and use this knowledge to design a physical model allowing the creation of acknowledgement between different groups of people at Milkshake festival by reducing prejudice. A survey of Milkshake festival 2017 showed that 85 percent of the visitors are part of the LGBTQ+ community. Observation of Milkshake 2019, combined with interviews (appendix), showed that the festival provides a safe zone where visitors can love whom they want to love, dress how they want to dress and be whom they want to be. Apparently, a safe zone, secluded from society, is necessary for the LGBTQ+ community to express itself. Why is that?Although it is thought that the Netherlands is progressive, as it was the first country to legalise same-sex marriages (Wijnants, 2018), 30 percent of the population finds it disgusting to see two men kiss (Bos, Buijs and Beusekom, 2019). This is presumably caused by heteronormative behaviour (Duits & van der Sanden, 2018), which leads to categorisation, and is maximised by upbringing and society. According to Bos, Buijs and Beusekom (2019), homosexuals and bisexuals feel more often unsafe, depressed and disrespected than heterosexuals. Psychological reasons for categorisation are examined, in order to understand why people display categorisation. At the biological level, the unconscious categorisation of objects and groups allows fast processing of information in the brain (McLeod, 2015). The downside is that such categorisation can lead to stereotyping, prejudice and discrimination. This is linked to the three principles (ABC’s) of social psychology; Affect, Behaviour and Cognition. Stereotyping is the cognitive side: “the positive or negative beliefs that we hold about the characteristics of a social group.” (Jhangiani & Tarry, n.d.). Prejudice is the Affect part: “an unjustifiable negative attitude toward an outgroup or toward the members of that outgroup.” (Jhangiani & Tarry, n.d.). The behaviour part is discrimination: “unjustified negative behaviours toward members of outgroups based on their group membership.” (Jhangiani & Tarry, n.d.). Stereotyping, prejudice and discrimination can negatively influence the way people interact with each other. The LGBTQ+ community wants to be treated like everyone else, and longs for respect and appreciation by the overall society. However, user research shows that stereotyping, prejudice and discrimination are also happening inside this community. For finding respect and appreciation in the heteronormative society, the LGBTQ+ community must perhaps first deal with its own behaviour. The design goal of this thesis is formulated through the 13 Universal Human Needs of Desmet & Fokkinga (2017) (appendix), and aims at creating acknowledgement (respect and appreciation) between different groups of people at Milkshake festival by reducing prejudgment. The interaction vision works as an analogy to provoke specific emotions in visitors when they interact with the concept. These emotions are respect and appreciation, provocation, surprise and connection. An experiential journey is created through a spatial storytelling method.The ideas are created according to the three points of reducing prejudgment (Cherry, 2019), which are empathising with another person, reflecting on their behaviour, and having meaningful interactions. The ideas are evaluated and iterated into a concept proposal. This concept proposal is iterated and re-evaluated through tests with rough prototypes (appendix). The concept ‘Hokjesgeesten’ ironically refers to thinking-in-boxes. It aims at developing an understanding for other groups of people by listening to stories, which focus on four different aspects of certain stereotypes, prejudgments and discrimination. These aspects explain overarching themes within different groups. In addition, the box forces visitors to reflect on themselves by questioning their current behaviour towards another group. For the final evaluation, the space of Hokjesgeesten was simulated by a real-size prototype made out of iridescent foil. Nine participants were asked to partake in this test. They filled in a survey to provide general information, such as age and gender (appendix). The test itself was recorded by audio. The results were analysed and evaluated to form a conclusion and recommendations. Results from the final evaluation suggest that participants felt more appreciative and connected after experiencing the Hokjesgeesten concept. Nevertheless, the concept requires fine-tuning to maximise the desired goal.

Dutch festivals are currently extremely popular and offer visitors a way to escape the daily routine, and experience new things. This popularity starts to have its drawbacks since the number of complaints increase. As an effect, regulations become stricter and municipalities hand out fewer permits, resulting in last-minute cancellations of festivals. The festival landscape already encounters other extreme risks and some festivals can go bankrupt within one bad edition. Simultaneously, the Netherlands is changing and festivals also have to adapt to future trends. These trends are positioned around one main phenomenon: the purpose economy. Combining these occurrences, the festival landscape has become a much-discussed topic and every year questions pop up with regards to its relevance and effects. It is discussed that citizens and visitors currently have the most impact on the success of a festival. Nevertheless, the impact on their own lives is minimal and short term. An increase in official complaints or disturbed citizens would endanger the festivals’ position. Therefore, festivals will have to become indispensable towards these two stakeholders to create a permanent position. They should do this by creating reciprocity and fulfill the needs of the stakeholders. For citizens, this means that festivals will help tackle societal challenges. For visitors, festivals can help to facilitate a meaningful, out of this world, experience that gives them a sense of purpose. This report presents a proposal on how festivals in 2030 can create a permanent position within this changing environment. In order to do so, festivals will have to change their role to a stakeholder-oriented service and position themselves as a platform where citizens and visitors come together and take the opportunity to fulfill their needs. This results in a shift of focus and festivals can use this position to strengthen its base. In order to fully embrace this new role, festivals will have to create a strong relationship between visitors and citizens. Research shows that co-creation can change the attitudes of people towards a service. A continuous innovation plan is developed where the four pillars of a strong relationship are implemented. These four pillars are ‘Openness’, ‘Trust’, ‘Involvement’, and ‘Commitment’. It is stated that this relationship should be created in the before-, during- and after phase of a festival, finishing each cycle with peak-end, ensuring an overall positive attitude and increasing loyalty towards the festival. Since festivals can have different aims for creating a strong relationship, three scenarios are developed. The first one is a formal relationship where the festival does not merge its identity with the environment. Secondly, a relationship can be created where the festival creates an impact on the environment. Thirdly, the festival can aim for a relationship where they are an equal part of the community. The festival can use the online platform to reach more people and tackle the complexities of the offline platform. Finally, a roadmap is created on how festivals can implement this future vision and create a stakeholder-oriented organization. A plan is developed on how to create awareness among festivals. During the entire project, the organization of Into the Great Wide Open served as a basecamp where insights could be validated.

Policymaking regarding Artificial Intelligence is threatened to lag behind, and the Dutch Ministry of Justice and Security stated its desire to catch up. The longer we wait, the wider the ‘gap’ will become between regulation and market development. In order to keep AI technology beneficial, a human-centered design approach should be key not only in AI development, but also in policy development. Instead of focussing on ‘what is possible’, we need to empathize with stakeholders to unravel the latent needs that define the public values of today. Along with the unfamiliarity of AI technology and its unpredictable consequences, this calls for a transition towards an agile government. This transition represents a shift from ‘assuming’ to ‘learning by doing’, from ‘is it safe?’ to ‘is it safe to fail?’, and from 'reactive' to 'proactive' policymaking. This thesis proposes proactive policymaking as a creative, iterative and future-oriented exploration. AI experiments should be framed as a priority vehicle for organizational learning. Experiments are used to empathize and unravel its desirability early in the process. Policy Provotypes and Minimum Viable Policies are created as first feedback loops prior to current feasibility studies. An ‘Desirability panel’, covering the experiences of a representative group of society, reduces blind spots and offers transparency. It facilitates short-line communication and alignment. Potential policy interventions transcend theoretical discussion as the demonstrated experiments provide a context for detailed dialogue. Policymaking will be less affected by the media's magnifying glass as stakeholder inclusion is at the heart of policy development. This vision calls for the need of a Creative, Empathic, Transparent, Inclusive, Future-oriented, Iterative, Experience-driven and Demonstrative approach. Therefore I present the acronym: CERTIFIED. The CERTIFIED approach covers a theoretical framework for agile policymaking. In essence, it is about the ability to adapt quickly by providing a window for feedback by the public early-on in the process and embracing criticism as a valuable gift. An iterative design process led to (1) the creation of the CERTIFIED Manifesto for the ministry, that publicly declares the needed transition mindset, and (2) a practical toolkit to offer policymakers an actionable way to carry out the first steps. The toolkit resembles a low barrier to demystify the desirability of AI application scenarios with a representative group of society. This toolkit contains a Perspectives card deck and a set of 6 canvases. The card deck includes 15 stakeholder cards to empathize with their values, roles, concerns and power. The canvases guide the panel in the steps of Design Thinking and capture the insights from the dialogue. A final toolkit pilot with representative stakeholders of the Quadruple helix showed a cross-fertilization of knowledge and expertise resulting in the ability to identify their blind spots and to formulate a ‘Minimum Viable Policy’ and test set-up to validate their assumptions. This research concludes that if space is provided for proactive policy experimentation, this would give policymakers momentum to reflect on the long-term goals instead of the issues of the day. Thus, offering a way towards becoming an adaptive government.

This thesis shows the process and results of a graduation project for the Effenaar, Eindhoven. The music industry has always been capricious. However, the densely dispersed Dutch pop venue landscape is being faced with a contemporary challenge. A lot of Dutch pop venues are balancing between the public and private sector, have a big heritage weighing down on their shoulders, have complex business models with various stakeholders stuck in their silos and often lack a coherent vision. The world around them however is changing fast and vastly. The digitalization of the music industry has shifted medium sized artists’ reason for performing from creating awareness for an upcoming album to their main source of income. Resulting in a more demanding artist and less power for the pop venues. For pop venues to succeed, they either have to be the biggest or the most specialized. The Effenaar at this point is neither of those two. Based on these challenges the following research question is formulated: “How can a Dutch pop music venue, in a co-creative manner, ready itself for and position itself within the vastly changing pop music industry of 2028? – a case study of the Effenaar, Eindhoven.” A 2028 worldview was created by using the ViP method. Conducting research and interviewing key stakeholders resulted in numerous context factors. These context factors created a storyline from which three main consequences for the Effenaar could be concluded. The disconnection between artist and audience in combination with visitor’s increasing demand for multi-sensory stimulating and layered experience results in the first consequence for the Effenaar; ‘Artists need help connecting to their audience’. Secondly, the digitalization of pop culture will be almost fully completed in 2028. This presents a whole range of new pop culture artists. The online realm possesses a vast array of new pop stars. These new groups could benefit from a medium sized offline stage in Eindhoven. This resulted in the second consequence; ‘Music no longer the main relevant form of artistry in pop culture’. Finally, the digitalization of pop culture results in another consequence. Online available data will put the control in the hands of the artists. Due to qualitative and quantitative data of their followers, artist can among other things decide at which pop venue or festival they want to perform. This results in the last consequence; ‘Artists decide if the Effenaar is suitable. In-house bookers will become obsolete’. Through the narration of short stories, the worldview, its consequences on the Effenaar and a glimpse into a possible reaction are illustrated. These stories depict the consequences of the 2028 future on the Effenaar, its artists and visitors. Three main ingredients are formulated for the Effenaar to respond on the 2028 worldview. This thesis proposes that the Effenaar embraces its physicality, shifts their focus from solely musical artists to the broader spectrum of digitalized pop culture and introduces a digital platform for the instigation of multi-layered collaborative experiences. These collaborations are between 2028’s pop culture and the regions technological artistry. Capitalizing on the Effenaar’s position within the Brainport region. This thesis proposes that the Effenaar takes certain steps in order to become a less rigid platform by including new forms of pop culture stars and by creating an online platform. It consequently suggests that without ignoring the inevitable digitalization of pop culture the Effenaar should embrace its physicality instead of aspiring to become another tree within the vast digitalized forest.

The importance of value-based health care
Worldwide, health care systems are struggling to control costs while improving care outcomes. An ageing population, increase in chronic patients and shortage in care professionals result in high burdens on our health care systems. Current health care systems are organized around delivering quantity. When this is continued, health care costs will rise in an unsustainable pace and the quality of care will be affected. The concept of value-based health care proposes a paradigm shift where we move from organizing care based on volume to value. This concept suggests measuring value of health care based on outcomes achieved for the patient instead of volume delivered.

Assignment
Value-based health care (VBHC) is an evidence-based approach and can be used to improve individual and public clinical care. Longitudinal and systematic measuring and sharing of health data is essential to be able to track outcomes and improve clinical care accordingly.

Periodic patient health data can be used by care professionals to provide timely treatment interventions to patients. Additionally, patient health data can be used to build predictive models to support care professionals in providing more personalized treatment. For this, patient self-care supported by eHealth services is becoming increasingly important where the role of the patient shifts from being a ‘care user’ to a ‘care contributor’.

However, patients express concerns regarding the safety of eHealth services and are not thoroughly informed on how patient health data can improve both individual and public clinical care. Based on this, this thesis will answer the following research question:

How can care providers strategically obtain patient health data, in order to improve individual and public clinical care?

To answer this research question, a theoretical ecosystem which envisions a way of strategically obtaining patient health data to improve clinical care is developed and used during user research.

A theoretical ecosystem for the cardiovascular domain
Cardiovascular diseases (CVDs) are the main cause of death globally and the number of people living with chronic cardiovascular disease is increasing daily. Providing preventive care to those cardiovascular patients is key to manage the disease properly. Patient self-care, eHealth services and predictive models can have major implications on how cardiovascular care is managed and provided. Because the potential impact technology can have on improving clinical care for CVD, the theoretical ecosystem was designed for this domain.

The ecosystem is designed using insights from extensive preliminary research. It is a product service system which uses patient-generated health data from the telemonitoring service to better manage care and build predictive models to support cardiologists in providing tailored treatment. This ecosystem allows patients to receive personalized treatment and advice, have easier access to care and enables them to contribute to care easier.

Frisian Health Campus case
The theoretical ecosystem is used during a use case for Frisian Health Campus (FHC), a client of Deloitte. FHC is an initiative that aims to become a pivotal player in developing and supporting care innovations in the northern region of the Netherlands. In order to improve clinical care, they aim to connect various care providers in the region by developing a platform where patient health data is shared for research. Deloitte did extensive research to disclose what FHC is legally allowed to do with patient data on such a platform. However, they did not know what patients and care professionals think of such a platform and what is necessary to let patients share their health data with them. Therefore, the ecosystem that is designed was used to do research on the desirability of FHC’s envisioned data sharing platform.
User research and design challenge
In total 7 cardiovascular patients and 6 cardiologists were interviewed to gain a better understanding of how the theoretical ecosystem addresses drivers and needs of these users. It was found that patients are more than willing to share health data for research if privacy and security are guaranteed. This showed there is not a problem with the willingness to share health. Instead, barriers with keeping up the data flow were identified:

The desire to measure and share health data fades over time because patients find a balance in medication and lifestyle,
Measuring and sharing health data remind people they are a patient,
Patients are unaware of the value of their health data.

Results from user research resulted in the following design challenge:

To increase adherence of measuring and sharing health data, the design should let patients experience the value of health data and trigger personal drivers to periodically measure and share health data.

During user research, various alternative drivers to measure and share health data were found and are used to design behavioural interventions in the final concept. Three main triggers were identified. I would measure and share health data to:

Reassure my family and friends,
Contribute to care of other people,
Support my doctor in providing better care.

DataDonor
The final design, DataDonor, is a digital environment which consists of an informative website regarding the value of health data and a module that can be added to existing telemonitoring services to share health data for research. This way, patients and care professionals can use the initial telemonitoring service. Additionally, the module provides patients with information regarding the impact of their data donations on their care and that of others. To maintain measuring and sharing adherence, DataDonor adapts to personal drivers to measure and share health data over time.
By repositioning the role of a patient from being a ‘care user’ to a ‘care contributor’, patients are not reminded they are a patient when measuring and sharing health data but enable them to be a vital contributor to individual and public care.

Validation
DataDonor has been evaluated with patients, the client and health care experts to assess the concept on both a user and client level. These sessions resulted in relevant feedback and validation and are shared in chapter 7. However, to fully validate the effect of DataDonor, it should be tested over a longer period of time.

Conclusion
DataDonor is a digital environment supporting care providers to strategically obtain patient health data to improve clinical care. By guaranteeing secure and anonymous use of patient health data and by enabling patients to contribute to their own care and do good at the same time, patients can be triggered to share health data with their care providers. Additionally, by appealing to personal drivers to measure and share health data, DataDonor provides a solution that fit the needs of the patient, business and organization.

This research thesis aims to create a new perspective of design as an integral part of internal change communication and attempts to showcase what design can contribute to the domain of internal change communication. It follows an exploratory research approach that was driven by a research question and where a design was used as a stimulus to test the research question (as can be seen in Figure 3 on page 21). The research question in this thesis is: what can design offer, in addition to contemporary approaches, in change communication to create internal buy-in? To attain an understanding of organisational change and change communication, both literature and field research (in the form of interviews) were conducted. This concluded the first part of the thesis, the Study, and moved it into the Design part of the thesis. After conducting interviews with eighteen people at six different companies, across the levels of hierarchy, a design opportunity presented itself: after the company change was announced, the employees had lots of questions and they felt like they weren’t being taken seriously. The thesis proceeds to describe how a solution to this challenge was designed and tested. The testing of the design brought the Design and Study parts of the thesis together: the concluding remarks from the test reflect not only the feasibility, desirability and viability of the design, but present insights pertaining to the research question. This thesis concludes by offering the insights that what design can offer internal change communication to create internal buy-in are boundary objects and a user-centred approach to problem solving. Boundary objects could provide a form of common understanding and clarity about topics, that are complex or unclear, that allow for people to have facilitated discussions. By creating a better understanding about the change and how employee questions and queries will be addressed, you can reduce resistance to the change and create internal buy-in (Llenza, 2008). Having a user-centred approach allows for users to inform the design of a tool that they will be using, allowing for it to not only meet their needs, but also creating ownership over that tool and the company change. If the change isn’t strongly or exclusively top driven, employees will feel a willingness to participate in the change and take ownership of the change, creating internal buy-in (Alvesson and Sveningsson, 2015).

The graduation project is about personalizing the multimedia guide (abbreviated as MMT) of the Van Gogh Museum. The personalization goal is to facilitate future visitors to engage with the collection and maximize the meaning of visiting the museum based on visitors’ diverse concerns. A model is brought up during the project and can describe four popular concerns of the adult visitors at this museum, which are about “understanding Van Gogh”, “learning art techniques”, “enjoying an aesthetic experience”, and “finding out the landmarks”. The concern model contains two parts for each concern: the first part collects the typical minds-on behaviors and terms for each category, and can be used to identify each visitor’s concerns; while the second part contains the facilitation design principles and examples for each category, and can be used to inspire the new content designs for each concern type. It’s also found out that, the core of the personalized product/service system is to collect enough data from the visitors, identify their concern(s) with the help of a robust backend algorithm, and then present selected content to the visitors. A MMT can be called as a personalized MMT as long as it can collect data from visitors, and select one content out of many according to their data input, but with a premise that the content should be relevant to the identified concern. After several design iterations, 17 design principles were generated for guiding the data input and content output design. An embodiment design was made as a personalized MMT example. The final design requires visitors’ interested terms in their daily life and collects them through a concern quiz which will be presented to the visitors at the beginning of their visit; their input will be calculated by the backend Bayesian network, and then ten personal highlights and some personal activities will be selected for the visitors immediately; visitors can see their personal highlights on a digital map and use it for their actual visit; they will also receive invitations of some personal activities from their conversational MMT assistant during the break. All the interaction happens only on the MMT screen. The embodiment design was tested by eight participants from TUDelft who role-played four different charterers in the Van Gogh Museum and visited the permanent exhibition with a Wizard-of-Oz prototype. The evaluation result is positive, which means the final concept can achieve the personalization goal in the desired way.

Pushed by technology and international regulations the world of identities is rapidly changing. Among others, the Dutch government is obliged to keep up. In line with these developments, a special facility for execution of identification processes for crime and migration purposes was nationally commissioned in 2015, called the ‘’Basisvoorziening Identiteitsvaststelling’’. Among others, this facility is used by the Dutch National Police to execute identification processes on migrants, aliens, suspects, convicts and witnesses. Throughout the years the appliance has become out-dated. Expensive defects and poor user experiences have caused the Police to initiate the development of a new design. Research unveiled that the Police is placed in a difficult position by relying highly on a product which functionality depends on numerous (uncontrollable) factors. The envisioned product requires be more flexible and future proof. Additionally, it was concluded that standardisation of a new enrolment facility for all identity related governmental agencies is feasible and desired. The Police was focused to design for: they set the highest requirements and have the most difficult users. Technology research provided that future identification will involve more biometric technologies and that a stationary enrolment facility will remain necessary for the coming decade. Using the Vision in Product Design method the current product and context were evaluated. A new user interaction journey was developed to provide a foundation for future development. The participant and the product were envisioned to become more involved in the process. It was chosen to create an unjudged experience for the participant. For the operator, the feeling of police workmanship should be emphasised. This led to the design goal: “Design the next identity enrolment facility for the Dutch National Police”. In order to improve the current situation, the following goals are formulated: Improving the user interaction; Inducing flexibility by: reducing dependency; implementing futureproofing; enabling versatile employability; anticipating identity technology. This initiated the ideation process. Through iterative prototyping, sketching and brainstorming a concept was designed. Eventually, an argumentation is provided on how the Main Appliance for Identification (‘MAID’) meets the design goals. Eventually, recommendations and unused ideas are provided for the client for future development.

This master thesis was executed for Mercedes-Benz; a subsidiary of Daimler AG. Its goal was to design a holistic interior concept for level 4 premium autonomous driving, aimed at:‘’Purpose-driven people, expressing confidence in their success, who reluctantly accept novelty framed by tradition’’, using a context based design approach. In the future, these people will lose their traditional means expressing authenticity and identity. They will no longer be able to achieve confirmation through a hierarchy based interaction with their cars. Additionally, expressing premium shifts from material possession to immaterial behaviour. Therefore, the following mission was stated:‘’I want people to be able to express exclusivity though conduct ,whilst being assured of their personal significance.’’In order to preserve current interaction qualities in a new context, the following analogy for the product-user relationship was described:“Like walking your German Shepherd Dog through the woods’’. During synthesis, an interaction gap was discovered. Current interior concepts aimed at level 4 autonomous diving mainly focussed on technical solutions. Situations were approached as if the customer and car were already cooperating successfully. However, in order to achieve a successful cooperation, both parties first have to trust one another. MIND introduces the artificial intelligence of the car immediately after ordering. During the time it takes to produce the car, referred to as “Transcendence”, the customer teaches MIND his preferences and character traits by allowing it to follow and observe him. MIND proves itself step by step with the assistance of augmented reality. This gradually generates a meaningful relationship between product and user and lowers the emotional threshold to accept future mobility. Feedback on progress made by MIND is communicated by the development of a unique pattern, visible on a physical manifestation of MIND.

- Premium by means of exclusivity is achieved though the developed character of MIND, which is unique and personal to every customer.
- Exclusivity through conduct is achieved by including the customer. Providing effort and being rewarded with something truly personal creates a meaningful experience.
- MIND obtains assurance by proofing its capability in a safe environment, generating confidence.
- The customer is furthermore assured by the transparency of data traffic and storage.
- Personal significance is confirmed through the reactiveness of the pattern.

- MIND is beneficial to the development process at Mercedes-Benz by providing real-time, actual data instead.
- It provides Mercedes-Benz as brand with the opportunity to manifest itself as a mobility provider without the necessity of a physical car.

MIND as a concept provides a train of thought about expressing premium through behavior rather than possession. It can serve as inspiration for smaller-scoped design briefs. It can provide the bridge between user wants and technical developments. Finally, MIND can be applied beyond ownership in shared mobility and public transport systems. Moreover, it can be applied beyond the context of mobility, positioning Mercedes-Benz as life companion rather than mobility agent.

This report contains the research and design outcome of boarding experience design for hyperloop passengers. It is a master graduation project for Industrial Design Engineering at the TU Delft, in collaboration with the Delft hyperloop team, a student team participating in the Space X competition.