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Delft University of Technology
1.
Lleras, S.H.
Design at the Service Factory:.
Degree: 2011, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:d9018f09-6950-4a16-894d-119cfd0c0269 
► The present research is about a case study of a project held in the Service Science Factory, an initiative of the Maastricht University School of…
(more)
▼ The present research is about a case study of a project held in the
Service Science Factory, an initiative of the Maastricht University School of Business and Economics for developing new
service concepts.
The objective of the research was to explore the contribution of
design to
service concept development. The analysis focused on exploring the role of
design for understanding customer value and considering it for the
service offer. For fulfilling this aim, the project emphasised in analysing the methods coming from
service design that were used through the case study. In particular, the analysed methods were performed during the first three stages of the
design process (discover, define and develop).
The case study was the ‘Kokkerelli and the Kids University for Cooking’ project, an initiative for educating children about food and healthy habits. During eight weeks academics, professionals and students in fields related to
design and marketing, got together to
design a virtual platform for children to learn online through an entertaining online offer.
During the research, data was gathered mainly through participant observation in the project. Furthermore, the results from observation were also complemented with the perceptions of the team members collected through interviews and focus groups performed during and at the end of the project. These last two methods enriched the information and helped to get a better understanding of the relationships in practice between different disciplines for
service development.
The review of literature intended to cover different perspectives in the development of services. Responding to a limited amount of research in
service design (due to the newness of the discipline), the review also considered literature from
service innovation and
service science. The relationships established between different academic perspectives through the literature review helped to create a theoretical structure that became a base for understanding the results of the practical study. The structure covered theories linked to the
service concept and the notions of value co-creation and the perceptions of interaction value (the last two especially related to the
Service Dominant Logic).
The results present a contribution to understanding the relationships in practice between business and
design disciplines for
service development, covering not only analysis of the
design process, but also different perspectives of the benefits and limitations of
service design methods.
More specifically, conclusions were made with regards to the contribution of
service design in defining the
service concept (i.e. defining value propositions, customer experiences and touchpoint integration), and the practical implications for the collaboration of
service design in a multidisciplinary team for
service development (i.e. for approaching user groups, facilitating iteration and idea generation and dealing with different processes of analysis and synthesis of data).
Advisors/Committee Members: Badke-Schaub, P., Secomandi, F. ..
Subjects/Keywords: Service Design; Service Concept; Design Methods; Service
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APA (6th Edition):
Lleras, S. H. (2011). Design at the Service Factory:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:d9018f09-6950-4a16-894d-119cfd0c0269
Chicago Manual of Style (16th Edition):
Lleras, S H. “Design at the Service Factory:.” 2011. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:d9018f09-6950-4a16-894d-119cfd0c0269.
MLA Handbook (7th Edition):
Lleras, S H. “Design at the Service Factory:.” 2011. Web. 18 Jan 2020.
Vancouver:
Lleras SH. Design at the Service Factory:. [Internet] [Masters thesis]. Delft University of Technology; 2011. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:d9018f09-6950-4a16-894d-119cfd0c0269.
Council of Science Editors:
Lleras SH. Design at the Service Factory:. [Masters Thesis]. Delft University of Technology; 2011. Available from: http://resolver.tudelft.nl/uuid:d9018f09-6950-4a16-894d-119cfd0c0269
Delft University of Technology
2.
Voorend, M.J.B.
The design of a service portfolio and communication tool for IT and maintenance services:.
Degree: 2013, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:6292fe6d-a15f-4dc7-ba12-1c26424ce3ae
► Thales Transportation Systems faces difficulties with communicating their service portfolio of (potential) clients. In relation to this, the goal of this project is to design:…
(more)
▼ Thales Transportation Systems faces difficulties with communicating their
service portfolio of (potential) clients. In relation to this, the goal of this project is to
design:
A
Service Portfolio for TTS, which gives TTS an overview of the services they can over as a company. A
service portfolio will help TTS in discussions with (potential) clients.
A vision for TTS on offering services to (PTOs) for maintenance and operation of their e-ticketing system.
A game to communicate the services of TTS to (potential) clients.
In this report the results of the task and the process that led to these results is justified.
Before discussing the results of this assignment, background information was collected. This report therefore first presents background information on the internal environment of TTS. The problem is explored and an analysis of the brand and identity of TTS is done. Furthermore, an overview of the e-ticketing market in the Netherlands is given, in which the different stakeholders +are discussed. The needs of clients are derived by means of interviews resulting in a discussion on the reasons for outsourcing or in-sourcing of maintenance and operation of the e-ticketing system by PTOs. Additionally, theory behind services and how to communicate services is given; The differences between services and products are discussed, as well as the types of services that can be distinguished and a definition of a ‘
service portfolio’ is given.
The
Service Portfolio designed for TTS is an overview of the services TTS can currently offer to the e-ticketing market. It consists of services that can be acquired by clients, categorized in five categories. Besides these single services clients can acquire a combination of services in a
service concept aligned to the needs of typical clients in the market. Base for the
service concepts is the division of responsibilities for the system.
In this report a vision on services in the e-ticketing market for TTS is proposed: Delivering e-ticketing as a
service. A change of the current business model of TTS is needed for TTS to be able to offer the complete functionality of the e-ticketing system to the client and to thereby take away the client’s worries about their e-ticketing system.
Finally a game is presented that helps TTS in communicating the services they can offer to the client and to retrieve implicit and explicit client needs. This game will also help the client in understanding how TTS can help in getting their needs fulfilled. During the game responsibilities are assigned and expectations are expressed. The game play of the game is explained. Finally, an infographic is presented which can help TTS in communicating the services they can offer to (potential) clients. This infographic can also be used by TTS as a keepsake to give to clients.
Advisors/Committee Members: Simonse, L.W.L..
Subjects/Keywords: service design; it; maintenance; design
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APA (6th Edition):
Voorend, M. J. B. (2013). The design of a service portfolio and communication tool for IT and maintenance services:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:6292fe6d-a15f-4dc7-ba12-1c26424ce3ae
Chicago Manual of Style (16th Edition):
Voorend, M J B. “The design of a service portfolio and communication tool for IT and maintenance services:.” 2013. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:6292fe6d-a15f-4dc7-ba12-1c26424ce3ae.
MLA Handbook (7th Edition):
Voorend, M J B. “The design of a service portfolio and communication tool for IT and maintenance services:.” 2013. Web. 18 Jan 2020.
Vancouver:
Voorend MJB. The design of a service portfolio and communication tool for IT and maintenance services:. [Internet] [Masters thesis]. Delft University of Technology; 2013. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:6292fe6d-a15f-4dc7-ba12-1c26424ce3ae.
Council of Science Editors:
Voorend MJB. The design of a service portfolio and communication tool for IT and maintenance services:. [Masters Thesis]. Delft University of Technology; 2013. Available from: http://resolver.tudelft.nl/uuid:6292fe6d-a15f-4dc7-ba12-1c26424ce3ae
Delft University of Technology
3.
Huijser , M.R.
Service Innovation in the Postal Industry:.
Degree: 2014, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:8837219e-bb63-4dd1-935b-89d0a769ac08
► For a couple of years PostNL has been dealing with a decline in mail volumes. As a postal company whose main business is in mail…
(more)
▼ For a couple of years PostNL has been dealing with a decline in mail volumes. As a postal company whose main business is in mail delivery this has affected their income greatly. In order to keep growing as a company PostNL has set out to find new innovative opportunities in new markets. For this project the 65+ market was examined. During in-depth generative interviews user needs were uncovered and several business opportunities were formulated. The opportunity ‘over-75-years old asking for help’ was taken as the basis to
design a new
service for PostNL. An online communication platform was developed to help elderly communicate their help requests to their helping network. Helping services, delivered by PostNL mail and package deliverers, were also developed.
Advisors/Committee Members: Calabretta , G., Roscam Abbing , E..
Subjects/Keywords: Service Design; Elderly
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APA ·
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Manager
APA (6th Edition):
Huijser , M. R. (2014). Service Innovation in the Postal Industry:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:8837219e-bb63-4dd1-935b-89d0a769ac08
Chicago Manual of Style (16th Edition):
Huijser , M R. “Service Innovation in the Postal Industry:.” 2014. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:8837219e-bb63-4dd1-935b-89d0a769ac08.
MLA Handbook (7th Edition):
Huijser , M R. “Service Innovation in the Postal Industry:.” 2014. Web. 18 Jan 2020.
Vancouver:
Huijser MR. Service Innovation in the Postal Industry:. [Internet] [Masters thesis]. Delft University of Technology; 2014. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:8837219e-bb63-4dd1-935b-89d0a769ac08.
Council of Science Editors:
Huijser MR. Service Innovation in the Postal Industry:. [Masters Thesis]. Delft University of Technology; 2014. Available from: http://resolver.tudelft.nl/uuid:8837219e-bb63-4dd1-935b-89d0a769ac08
NSYSU
4.
Wang, Yu-Wen.
A System for Service Blueprint Design.
Degree: Master, Information Management, 2012, NSYSU
URL: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0829112-104234
► The service industry has become a major industrial sector in Taiwan. Service industry has some unique characteristics such as intangibility, perishability, heterogeneity, inseparably. These characteristics…
(more)
▼ The
service industry has become a major industrial sector in Taiwan.
Service industry has some unique characteristics such as intangibility, perishability, heterogeneity, inseparably. These characteristics make it difficult for a
service to be mass-produced, have consistent quality control, or have patent protection. In response to this kind of competitive environment, enterprises need rapid
service innovation to enhance their value. Therefore,
service innovation and
service design are more and more important.
The
service blueprint is a tool for
service process
design. It can specify how
service is provided, and support
service process analysis. However, there is no generally accepted practice and software for designing
service blueprints. This has hindered the enhancement of
service productivity. In this these, we define requirements for
service blueprints and develop a system prototype to show the feasibility of such as system. The
service blueprint system can help visualize
service process and identify potential fail points and innovation opportunities. It can be used by
service companies to communicate
service design with the staff, and find alternatives to eliminate
service gaps.
Advisors/Committee Members: Deng-Neng Chen (chair), Ting-Peng Liang (committee member), Shih-Chieh Hsu (chair).
Subjects/Keywords: service blueprint; service management; service innovation; service process; service design system
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APA (6th Edition):
Wang, Y. (2012). A System for Service Blueprint Design. (Thesis). NSYSU. Retrieved from http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0829112-104234
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Wang, Yu-Wen. “A System for Service Blueprint Design.” 2012. Thesis, NSYSU. Accessed January 18, 2020.
http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0829112-104234.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Wang, Yu-Wen. “A System for Service Blueprint Design.” 2012. Web. 18 Jan 2020.
Vancouver:
Wang Y. A System for Service Blueprint Design. [Internet] [Thesis]. NSYSU; 2012. [cited 2020 Jan 18].
Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0829112-104234.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Wang Y. A System for Service Blueprint Design. [Thesis]. NSYSU; 2012. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0829112-104234
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
5.
Laukkanen, Antti.
Volkswagen V-Trek : The Rise of Mental Transportation.
Degree: Umeå Institute of Design, 2018, Umeå University
URL: http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-149717
► I started this project with a mindset that I want to design something for younger generations living in the future megacities. After a while,…
(more)
▼ I started this project with a mindset that I want to design something for younger generations living in the future megacities. After a while, trying to figure out their urban mobility needs, I came to this conclusion: Already today we have so many different options for urban com- muting as well as several different car sharing services. I couldn’t find a way to create some- thing new. I changed my approach and I started thinking; what is it that they don’t have? I pret- ty soon understood it. They have no nature. By the year 2040, 70% of world’s population is expected to live in urban areas. This, in turn, is diminishing the natural environments around the globe. Needless to say, that people are becoming more and more disconnected from nature. In my research I quoted George Monbiot from The Guardian: “If Children lose contact with nature, they won’t fight for it.” This de- scribes the problem to the core. Coming gen- erations need to know where all that we have comes from. This is why I decided to create a way, people in megacities can connect to nature instantly. Volkswagen V-Trek offers an instant escape to nature from megacities to conservation areas around the world. With an immersive full-body experience, V-Trek engages people with nature, as well as with Volkswagen as a brand. The concept is demonstrated in a visual story. The scenario of the events was created based on predictions and possible events in the future. Most of the time in my process I used for research about VR and other technologies related to the topic. As the physical movement is an important part of the concept, and because I wanted to enhance it on the platform, I spent time trying to figure it out. When things started to get together, I began to shape quick mockups in 3D for development of the form and archi- tecture. Later on in the process, it was easy to transform those mockups into sketch models and for testing in VR. The most important part of the project was the story and scenario, which justifies and ex- plains the whole concept. I started planning the scenario and the details early on which made it easier for me to visualize it in finalization phase. This project also raises a question: What comes next in the field of transportation and mobil- ity? For years’ cars and transportation have remained the same. We move from place A to B, this is what I call: Physical transportation. Right now we are living times of change as autono- mous technology is finally breaking through. However, cars have always been about the driv- ing experience and in autonomous future; trav- eling experience. Because of the changing atti- tudes towards cars amongst youth, cars are not seen as a pleasant experience anymore. Rather as a necessity. Experiences engage users with brands, whether it is a smartphone or a car, and this is what young users appreciate. When Physical transportation is no longer delivering that experience, car brands need to figure out a way to engage the users. This is where Mental Transportation changes…
Subjects/Keywords: Future Transportation Service Interior Design; Design; Design
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APA (6th Edition):
Laukkanen, A. (2018). Volkswagen V-Trek : The Rise of Mental Transportation. (Thesis). Umeå University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-149717
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Laukkanen, Antti. “Volkswagen V-Trek : The Rise of Mental Transportation.” 2018. Thesis, Umeå University. Accessed January 18, 2020.
http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-149717.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Laukkanen, Antti. “Volkswagen V-Trek : The Rise of Mental Transportation.” 2018. Web. 18 Jan 2020.
Vancouver:
Laukkanen A. Volkswagen V-Trek : The Rise of Mental Transportation. [Internet] [Thesis]. Umeå University; 2018. [cited 2020 Jan 18].
Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-149717.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Laukkanen A. Volkswagen V-Trek : The Rise of Mental Transportation. [Thesis]. Umeå University; 2018. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-149717
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
6.
Xu, Jiaojiao.
Open studio - Design for participatory art in the museum.
Degree: Umeå Institute of Design, 2016, Umeå University
URL: http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-126859
► How could public institutions like art museums open up a conversation with their audience? The intent of the project was to explore the influence…
(more)
▼ How could public institutions like art museums open up a conversation with their audience? The intent of the project was to explore the influence and potential of digitalization in the physical space of a non-commercial public institution, if the audience and the institution would both benefit from technology, if the political structure of the institution would become more democratic and if the audience would take the initiative and be willing to generate their own voice in the institution. The project took an explorative approach starting with questioning the status-quo, understanding the design context, analyzing, proposing and validating design directions in the end. The result was considered as the very first proposal and suggestion of how art museums could keep themselves relevant in the digital era. The result is a service called <open studio>. It enables visitors to contribute to and interact with a virtual exhibition constructed by the creations they made in workshop programs in the art museum. It provides an overtime engagement with the visitors by illustrating the invisible dimension of time in tangible creations on a digital canvas. Project website: http://www.openstudio.io
Subjects/Keywords: Design; Interaction design; Service design; Participatory design; Art; Design; Design
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APA ·
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APA (6th Edition):
Xu, J. (2016). Open studio - Design for participatory art in the museum. (Thesis). Umeå University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-126859
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Xu, Jiaojiao. “Open studio - Design for participatory art in the museum.” 2016. Thesis, Umeå University. Accessed January 18, 2020.
http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-126859.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Xu, Jiaojiao. “Open studio - Design for participatory art in the museum.” 2016. Web. 18 Jan 2020.
Vancouver:
Xu J. Open studio - Design for participatory art in the museum. [Internet] [Thesis]. Umeå University; 2016. [cited 2020 Jan 18].
Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-126859.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Xu J. Open studio - Design for participatory art in the museum. [Thesis]. Umeå University; 2016. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-126859
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Cranfield University
7.
Gkekas, Konstantinos.
A unified modelling system for service representation.
Degree: PhD, 2012, Cranfield University
URL: http://dspace.lib.cranfield.ac.uk/handle/1826/7936
;
http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.572001
► This PHD project aims to develop a service design system which has a customer-centric view and delivers a balance between profit and value for both…
(more)
▼ This PHD project aims to develop a service design system which has a customer-centric view and delivers a balance between profit and value for both customers and service providers. The system will enable designers to assess the design and provide decision support and rationale at an early service design development stage. Also during the lifecycle of the service it would provide a better cost estimation for the service provider to support its future decisions. The two first chapters give an overview of the service field and the research area. Chapter 1, the introduction, states the aim and objectives of this research along with setting the field of the rationale behind the motivation and scope. Chapter 2, the literature review, gives a thorough overview of the service design area mentioning the theories, techniques, methodologies and methods that have been used directly or indirectly for service modeling/design. Chapter 3, the research methodology, states the rationale behind the decisions to conduct this research in terms of purpose, design, strategy and data collection techniques. Moreover an analysis of the current methodology structure which was based on the adaptation of the aforementioned decisions is provided. In Chapter 4 there is a comparison among three different methods (Service Explorer (SE), Integrated Service CAD and Life cycle simulator (ISCL) and Service Blueprinting (SB)) as identified from the literature, which have been developed specifically for service design. The comparison looks at the dynamic features of each method. A dynamic feature is a property of a service method that has the ability to capture specific elements of the service design process which are subject to continuously change within a specific timeframe. At first, there is a brief discussion on how each method is applied and what the output as a generic process is. It starts with identifying generic key concepts of the service design approach by applying all methods to a rental service scenario. Following that, we create a virtual service of a rental machine scenario and map the previously identified key concepts into specific elements of the rental service. We test all methods against these service concepts to identify how well and in what scope each one performs. A merging process of the service concepts is then carried out to form 4 categories which form the specific dynamic features. We test all methods against these features. In particular we find that, SB lacks dynamic capability. SE does well on prioritising individual customer requirements but provides neither a modular design process nor the ability to deal with changes during the service lifecycle. ISCL can provide a process for generating models by combining previously established building blocks and a life-cycle service simulation. However the resources are fixed and there is no prioritisation on the requirements. A pragmatic service deployment requires a service environment that is subject to change, which in turn is not provided by the current methods we compared. The…
Subjects/Keywords: 620; Service Design; Service Engineering; Customer Value
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APA ·
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Manager
APA (6th Edition):
Gkekas, K. (2012). A unified modelling system for service representation. (Doctoral Dissertation). Cranfield University. Retrieved from http://dspace.lib.cranfield.ac.uk/handle/1826/7936 ; http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.572001
Chicago Manual of Style (16th Edition):
Gkekas, Konstantinos. “A unified modelling system for service representation.” 2012. Doctoral Dissertation, Cranfield University. Accessed January 18, 2020.
http://dspace.lib.cranfield.ac.uk/handle/1826/7936 ; http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.572001.
MLA Handbook (7th Edition):
Gkekas, Konstantinos. “A unified modelling system for service representation.” 2012. Web. 18 Jan 2020.
Vancouver:
Gkekas K. A unified modelling system for service representation. [Internet] [Doctoral dissertation]. Cranfield University; 2012. [cited 2020 Jan 18].
Available from: http://dspace.lib.cranfield.ac.uk/handle/1826/7936 ; http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.572001.
Council of Science Editors:
Gkekas K. A unified modelling system for service representation. [Doctoral Dissertation]. Cranfield University; 2012. Available from: http://dspace.lib.cranfield.ac.uk/handle/1826/7936 ; http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.572001
Delft University of Technology
8.
Van Campen, T.M.
Servitizing Happiness: Implementing service design in an emerging social enterprise:.
Degree: 2014, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:65cb08a7-ad68-4d4b-a9fe-e55de78e4d3a
► What makes you happy? This question forms the basis of Make if Happy (MiH), a company that aims to use happiness as a medium to…
(more)
▼ What makes you happy? This question forms the basis of Make if Happy (MiH), a company that aims to use happiness as a medium to create social change in the world.
In two years time, this simple question grew out into a foundation with a large grassroots movement. Now, the organization is ready to take the next step and wants to become more sustainable by developing the commercial side of the organization.
In this light, MiH recently decided to partner with the marketing firm LeadDog Marketing Group and to make the transition from a foundation to a social enterprise. For MiH to succeed as a social enterprise, they need to find a way to materialize happiness into a commercial
service. Therefore, the objective of this thesis is to
design a
service for MiH that complements the company’s perspective on happiness while it (1) fits the brand seamlessly and (2) gives the company the foundation to function as a professional social enterprise.
To identify the most important characteristics that impact the
service development of a starting social enterprise, the first part of the thesis is an elaborate literature study that forms the theoretical background of the
service development.
From academic studies about social enterprises,
service development and business development for start-ups, four key characteristics were identified: a clear strategic mission, brand development, create a positive brand reputation, and differentiate.
In the exploration, the second phase of the thesis, these characteristics were tested with MiH by means of an internal and external analysis. It became clear that as a result of the fast organic growth of the organization, there was no formalized strategy for the development of commercial services. Although the company is highly original and innovative, the absence of a clear strategy and identity hinders the advancement of (commercial)
service development and also trust with (potential) clients.
With this in mind, the findings of the literature study and exploration were combined. As a result, a business strategy was formulated that strengthens the organization’s core business first. From which in the creation phase, a new commercial identity was created to achieve this goal. An important part of the identity creation is the establishment of four main drivers of happiness: connectivity, autonomy, mastery, and purpose (CAMP).
Hereafter, the four main drivers of happiness were incorporated into a framework for the development of commercial services based on the principle of learning by doing. The goal of this framework is to gain trust of potential clients and to give MiH a structured basis from which they can develop new services themselves.
To enhance client trust, the first steps of the framework are specified into more detail. The last steps are left more open to make sure that there is still enough flexibility for MiH to use their own unique methods and ideas. In conclusion, the proposed happiness approach and
service design framework enables MiH to take the step to become a professional…
Advisors/Committee Members: Person, F.E.O.K., Valencia Cardona, A.M..
Subjects/Keywords: service design; new service development; happiness; framework
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APA (6th Edition):
Van Campen, T. M. (2014). Servitizing Happiness: Implementing service design in an emerging social enterprise:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:65cb08a7-ad68-4d4b-a9fe-e55de78e4d3a
Chicago Manual of Style (16th Edition):
Van Campen, T M. “Servitizing Happiness: Implementing service design in an emerging social enterprise:.” 2014. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:65cb08a7-ad68-4d4b-a9fe-e55de78e4d3a.
MLA Handbook (7th Edition):
Van Campen, T M. “Servitizing Happiness: Implementing service design in an emerging social enterprise:.” 2014. Web. 18 Jan 2020.
Vancouver:
Van Campen TM. Servitizing Happiness: Implementing service design in an emerging social enterprise:. [Internet] [Masters thesis]. Delft University of Technology; 2014. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:65cb08a7-ad68-4d4b-a9fe-e55de78e4d3a.
Council of Science Editors:
Van Campen TM. Servitizing Happiness: Implementing service design in an emerging social enterprise:. [Masters Thesis]. Delft University of Technology; 2014. Available from: http://resolver.tudelft.nl/uuid:65cb08a7-ad68-4d4b-a9fe-e55de78e4d3a
Cranfield University
9.
Gkekas, Konstantinos.
A unified modelling system for service representation.
Degree: PhD, 2012, Cranfield University
URL: http://dspace.lib.cranfield.ac.uk/handle/1826/7936
► This PHD project aims to develop a service design system which has a customer-centric view and delivers a balance between profit and value for both…
(more)
▼ This PHD project aims to develop a service design system which has a customer-centric view and delivers a balance between profit and value for both customers and service providers. The system will enable designers to assess the design and provide decision support and rationale at an early service design development stage. Also during the lifecycle of the service it would provide a better cost estimation for the service provider to support its future decisions.
The two first chapters give an overview of the service field and the research area. Chapter 1, the introduction, states the aim and objectives of this research along with setting the field of the rationale behind the motivation and scope. Chapter 2, the literature review, gives a thorough overview of the service design area mentioning the theories, techniques, methodologies and methods that have been used directly or indirectly for service modeling/design. Chapter 3, the research methodology, states the rationale behind the decisions to conduct this research in terms of purpose, design, strategy and data collection techniques. Moreover an analysis of the current methodology structure which was based on the adaptation of the aforementioned decisions is provided.
In Chapter 4 there is a comparison among three different methods (Service Explorer (SE), Integrated Service CAD and Life cycle simulator (ISCL) and Service Blueprinting (SB)) as identified from the literature, which have been developed specifically for service design. The comparison looks at the dynamic features of each method. A dynamic feature is a property of a service method that has the ability to capture specific elements of the service design process which are subject to continuously change within a specific timeframe. At first, there is a brief discussion on how each method is applied and what the output as a generic process is. It starts with identifying generic key concepts of the service design approach by applying all methods to a rental service scenario. Following that, we create a virtual service of a rental machine scenario and map the previously identified key concepts into specific elements of the rental service. We test all methods against these service concepts to identify how well and in what scope each one performs. A merging process of the service concepts is then carried out to form 4 categories which form the specific dynamic features. We test all methods against these features. In particular we find that, SB lacks dynamic capability. SE does well on prioritising individual customer requirements but provides neither a modular design process nor the ability to deal with changes during the service lifecycle. ISCL can provide a process for generating models by combining previously established building blocks and a life-cycle service simulation. However the resources are fixed and there is no prioritisation on the requirements. A pragmatic service deployment requires a service environment that is subject to change, which in turn is not provided by the current methods we compared.
…
Subjects/Keywords: Service Design; Service Engineering; Customer Value
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APA (6th Edition):
Gkekas, K. (2012). A unified modelling system for service representation. (Doctoral Dissertation). Cranfield University. Retrieved from http://dspace.lib.cranfield.ac.uk/handle/1826/7936
Chicago Manual of Style (16th Edition):
Gkekas, Konstantinos. “A unified modelling system for service representation.” 2012. Doctoral Dissertation, Cranfield University. Accessed January 18, 2020.
http://dspace.lib.cranfield.ac.uk/handle/1826/7936.
MLA Handbook (7th Edition):
Gkekas, Konstantinos. “A unified modelling system for service representation.” 2012. Web. 18 Jan 2020.
Vancouver:
Gkekas K. A unified modelling system for service representation. [Internet] [Doctoral dissertation]. Cranfield University; 2012. [cited 2020 Jan 18].
Available from: http://dspace.lib.cranfield.ac.uk/handle/1826/7936.
Council of Science Editors:
Gkekas K. A unified modelling system for service representation. [Doctoral Dissertation]. Cranfield University; 2012. Available from: http://dspace.lib.cranfield.ac.uk/handle/1826/7936
Delft University of Technology
10.
Roudman, P.V.
Transforming product oriented businesses towards service providers: A case study of service design at Siemens Cranes:.
Degree: 2013, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:f4506b8d-aee2-424e-be6e-74f9ca63df1b
► Although in a service economy a large portion of the gross domestic product is the result of rendered services, some sectors or business clusters are…
(more)
▼ Although in a
service economy a large portion of the gross domestic product is the result of rendered services, some sectors or business clusters are only lately witnessing the emergence of
service provisioning in their industries. In the case of Siemens Cranes, which primary focusses on large crane projects and the sale of electrical subsystems, an increase in the need for additional
service is currently being witnessed in the container cranes industry. Specifically the end users, in this case the container terminals, are requiring additional
service in order to improve their overall efficiency and effectiveness of their core business. Although selling both goods and services can be pursued by a single firm, providing services differs from selling goods. Providing services requires different strategies, processes and methods in order to develop, manage, sell and innovate services. The goal of this thesis is to increase the understanding of redesigning services by researching current business models and the needs of the end users in order to ultimately create a competitive
service through the
service dominant perspective.
Advisors/Committee Members: Tan, Y., Bouwman, W.A.G.A., Lukosch, S.G., Solaimani, S..
Subjects/Keywords: Service Dominant Logic; Service Engineering; Service Design; User Centric Design; Service Blueprint
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Manager
APA (6th Edition):
Roudman, P. V. (2013). Transforming product oriented businesses towards service providers: A case study of service design at Siemens Cranes:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:f4506b8d-aee2-424e-be6e-74f9ca63df1b
Chicago Manual of Style (16th Edition):
Roudman, P V. “Transforming product oriented businesses towards service providers: A case study of service design at Siemens Cranes:.” 2013. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:f4506b8d-aee2-424e-be6e-74f9ca63df1b.
MLA Handbook (7th Edition):
Roudman, P V. “Transforming product oriented businesses towards service providers: A case study of service design at Siemens Cranes:.” 2013. Web. 18 Jan 2020.
Vancouver:
Roudman PV. Transforming product oriented businesses towards service providers: A case study of service design at Siemens Cranes:. [Internet] [Masters thesis]. Delft University of Technology; 2013. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:f4506b8d-aee2-424e-be6e-74f9ca63df1b.
Council of Science Editors:
Roudman PV. Transforming product oriented businesses towards service providers: A case study of service design at Siemens Cranes:. [Masters Thesis]. Delft University of Technology; 2013. Available from: http://resolver.tudelft.nl/uuid:f4506b8d-aee2-424e-be6e-74f9ca63df1b
Rochester Institute of Technology
11.
Kasetsuwan, Rit.
Eco battery exchange system.
Degree: School of Design (CIAS), 1992, Rochester Institute of Technology
URL: https://scholarworks.rit.edu/theses/6309
Subjects/Keywords: Service design
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APA (6th Edition):
Kasetsuwan, R. (1992). Eco battery exchange system. (Thesis). Rochester Institute of Technology. Retrieved from https://scholarworks.rit.edu/theses/6309
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Kasetsuwan, Rit. “Eco battery exchange system.” 1992. Thesis, Rochester Institute of Technology. Accessed January 18, 2020.
https://scholarworks.rit.edu/theses/6309.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Kasetsuwan, Rit. “Eco battery exchange system.” 1992. Web. 18 Jan 2020.
Vancouver:
Kasetsuwan R. Eco battery exchange system. [Internet] [Thesis]. Rochester Institute of Technology; 1992. [cited 2020 Jan 18].
Available from: https://scholarworks.rit.edu/theses/6309.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Kasetsuwan R. Eco battery exchange system. [Thesis]. Rochester Institute of Technology; 1992. Available from: https://scholarworks.rit.edu/theses/6309
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Delft University of Technology
12.
Meuleman, N.M.A.
Supporting servitization: Designing a tool to determine project approach attuned to the service orientation of Ideate’s clients:.
Degree: 2016, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:ad8b727d-0014-4d80-a801-bd8b852a3455
► Something interesting is happening. More and more companies are servitizing their business in order to gain competitive advantage. This graduation thesis focuses on service orientation…
(more)
▼ Something interesting is happening. More and more companies are servitizing their business in order to gain competitive advantage. This graduation thesis focuses on
service orientation (SO).
Service orientation is the degree to which a company is set to move from selling products to delivering integrated products and services that deliver value in use.
The transition is particularly interesting for Ideate, which specializes in helping clients by developing new services or improving current services. The Ideate consultants wanted to know what they can learn from their clients’ ‘status’ in the servitization process. Therefore, this thesis aims to answer the following question:
How can Ideate deploy
service innovation in a way that fits the
service orientation of their (potential) clients?
In order to answer this question, it was important to first know how to determine
service orientation. By means of case study research, an assessment of the SO of ten large, commercial companies was made. It was concluded that in order to analyze a company’s
service orientation, its dynamics and complexities should be maintained. This insight resulted in the development of a novel and unique methodology to assess
service orientation, called the gear system approach.
The gear system approach identifies all individual elements that influence
service orientation. Subsequently, it uses a metaphor to map them in a way that emphasizes the effect they have on each other, their relative importance and illustrates a transition over time. All attuned to the characteristics of the industry and its context. The case study research has led to ten different
service orientations, captured in gear system visuals.
For Ideate, the best moment to determine the
service orienation of a client is at the intake phase; the phase prior to the start of a project. This allows them to anticipate to it during the entire course of the project. The current intake process of Ideate was analyzed, after which results were combined with the findings of the case study research.
Throughout this gradutation project, the gear system approach has proved to be more than just a tool for analysis. It is a means to understand, capture and communicate
service orientation. Therefore, it was used as the foundation of a tool that Ideate can use in daily practice. The result is the project gear system: a tool to determine a project approach attuned to their clients’
service orientation. The tool consists of three parts:
1. The client gear system, to capture the client’s
drivers, challenge and (missing) capabilities;
2. The Ideate gear system, to assess which of
Ideate’s capabilities can complement the
client’s;
3. The project gear system canvas, to find
a suitable approach for a
service innovation
project together with the client.
A new intake process was designed using this tool and an additional support file that lists general insights from the case study research. The ideal execution of a series of subsequent steps was determined.…
Advisors/Committee Members: Snelders, H.M.J.J., De Lille, C.S.H..
Subjects/Keywords: servitization; service innovation; tool design
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Manager
APA (6th Edition):
Meuleman, N. M. A. (2016). Supporting servitization: Designing a tool to determine project approach attuned to the service orientation of Ideate’s clients:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:ad8b727d-0014-4d80-a801-bd8b852a3455
Chicago Manual of Style (16th Edition):
Meuleman, N M A. “Supporting servitization: Designing a tool to determine project approach attuned to the service orientation of Ideate’s clients:.” 2016. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:ad8b727d-0014-4d80-a801-bd8b852a3455.
MLA Handbook (7th Edition):
Meuleman, N M A. “Supporting servitization: Designing a tool to determine project approach attuned to the service orientation of Ideate’s clients:.” 2016. Web. 18 Jan 2020.
Vancouver:
Meuleman NMA. Supporting servitization: Designing a tool to determine project approach attuned to the service orientation of Ideate’s clients:. [Internet] [Masters thesis]. Delft University of Technology; 2016. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:ad8b727d-0014-4d80-a801-bd8b852a3455.
Council of Science Editors:
Meuleman NMA. Supporting servitization: Designing a tool to determine project approach attuned to the service orientation of Ideate’s clients:. [Masters Thesis]. Delft University of Technology; 2016. Available from: http://resolver.tudelft.nl/uuid:ad8b727d-0014-4d80-a801-bd8b852a3455
Delft University of Technology
13.
Meijer, L.A.
Bringing the Library home:.
Degree: 2010, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:3e257559-dcf7-428f-bda7-1b70d286ff9a
► With overloaded bookshelves, CD racks and film collections containing items that you do not necessarily need to keep, but neither want to throw away, we…
(more)
▼ With overloaded bookshelves, CD racks and film collections containing items that you do not necessarily need to keep, but neither want to throw away, we can make other people happy. Everyone who participates in this project is asked to give away some of these books, CDs and DVDs, and will receive collections from others in return. You give these items away because they are a misfit in your collection, a double copy, or something you just want to show the world. By creating this selection you will keep in mind it is for someone else, and you are asked to write a note along with your collection. Like this the selection will gain its own identity, and gives the receiver a bit of insight in the original creator. Upon receiving a selection, you are asked to leave a note as well, and when all selections keep passing by new people, the story of the collection itself is growing along. As a participant you are asked to leave your selection at DOK, and take another selection home. The selections keep on passing to others through a pick and drop spot at the library.
Advisors/Committee Members: Aprile, W., De Groot, S.C.M..
Subjects/Keywords: design; library; interaction; product; service
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Manager
APA (6th Edition):
Meijer, L. A. (2010). Bringing the Library home:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:3e257559-dcf7-428f-bda7-1b70d286ff9a
Chicago Manual of Style (16th Edition):
Meijer, L A. “Bringing the Library home:.” 2010. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:3e257559-dcf7-428f-bda7-1b70d286ff9a.
MLA Handbook (7th Edition):
Meijer, L A. “Bringing the Library home:.” 2010. Web. 18 Jan 2020.
Vancouver:
Meijer LA. Bringing the Library home:. [Internet] [Masters thesis]. Delft University of Technology; 2010. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:3e257559-dcf7-428f-bda7-1b70d286ff9a.
Council of Science Editors:
Meijer LA. Bringing the Library home:. [Masters Thesis]. Delft University of Technology; 2010. Available from: http://resolver.tudelft.nl/uuid:3e257559-dcf7-428f-bda7-1b70d286ff9a
Delft University of Technology
14.
Haagen, E.C.A.
Service design around broken products:.
Degree: 2013, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:0e7fb185-3919-4da4-977a-bbefacad3bc9
► The project started with the request from Dorel to support them in setting up the repair service. A user-centered approach to design the service was…
(more)
▼ The project started with the request from Dorel to support them in setting up the repair
service. A user-centered approach to
design the
service was needed and a change in the mindset within the company was needed. The aim of the project was to enable Dorel to transform the UX of the event of a broken Dorel product in a positive one by a
service.
A company and consumer research were executed. In the company research was discovered that services are locally organized and a more user-centered mindset is needed at the company. The home delivery
service concept was considered as most suitable
service proposition for Dorel. The home delivery concept has a multifaceted consumer journey. Since the overall performance curve of a
service is important, the whole journey needs to be mapped. Moreover, it became clear that for changing the mindset and implementing the
service through Europe, a tool for the European
service manager needed to be designed.
In the consumer research the UX at the event of a broken product, the UX at the current repair
service, and the evaluation of services in general were studied. This resulted in the identification of the desired UX, which is represented by six principles. For establishing a positive UX, the tool should enable Dorel to apply the six principles.
In the
design phase the
service structure was formed. It is a pattern of principles on the different phases of the consumer journey of the home delivery proposition. Different ideas for the tool were generated. Finally a workshop kit for Dorel’s
service manager is developed: The Repair journey kit. In the workshop the
service manager makes the touchpoints for the repair
service together with the local employees.
The advantages of the Repair journey kit are:
Touchpoints are locally adapted
Commitment is created by working together on the journey
Consumer-centered thinking is accomplished by showing video testimonials of consumers to the employees.
The principles are integrated in the
service structure which is generically applicable
The evaluation of the Repair journey kit showed that thinking from the consumer perspective generated innovative touchpoint ideas. With the tool Dorel can differentiate itself from other players in the market.
Advisors/Committee Members: Mulder, I.J., Pohlmeyer, A.E., Preiner-Van Meijl, W..
Subjects/Keywords: service design; toolkit; contextmapping
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Manager
APA (6th Edition):
Haagen, E. C. A. (2013). Service design around broken products:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:0e7fb185-3919-4da4-977a-bbefacad3bc9
Chicago Manual of Style (16th Edition):
Haagen, E C A. “Service design around broken products:.” 2013. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:0e7fb185-3919-4da4-977a-bbefacad3bc9.
MLA Handbook (7th Edition):
Haagen, E C A. “Service design around broken products:.” 2013. Web. 18 Jan 2020.
Vancouver:
Haagen ECA. Service design around broken products:. [Internet] [Masters thesis]. Delft University of Technology; 2013. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:0e7fb185-3919-4da4-977a-bbefacad3bc9.
Council of Science Editors:
Haagen ECA. Service design around broken products:. [Masters Thesis]. Delft University of Technology; 2013. Available from: http://resolver.tudelft.nl/uuid:0e7fb185-3919-4da4-977a-bbefacad3bc9
Delft University of Technology
15.
Van de Pol, M.E.
Developing a new municipal self-service kiosk:.
Degree: 2014, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:e12db1ed-8d30-460d-9d5e-752caf76ca1a
► In this master thesis the development of a new self-service kiosk for the new municipal office in Delft has been described. This self-service kiosk was…
(more)
▼ In this master thesis the development of a new self-
service kiosk for the new municipal office in Delft has been described. This self-
service kiosk was designed from scratch and is the third one in its generation. The municipality of Delft wanted to adapt its second version SSK to state of the art technologies and to the new municipal office making a new future proof SSK maintaining general
design requirements (safety, accessibility, availability, easy to use, etc.).
Advisors/Committee Members: Buijs, J.A., Van der Vegte, W.F..
Subjects/Keywords: self-service; design; municipality; development
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Manager
APA (6th Edition):
Van de Pol, M. E. (2014). Developing a new municipal self-service kiosk:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:e12db1ed-8d30-460d-9d5e-752caf76ca1a
Chicago Manual of Style (16th Edition):
Van de Pol, M E. “Developing a new municipal self-service kiosk:.” 2014. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:e12db1ed-8d30-460d-9d5e-752caf76ca1a.
MLA Handbook (7th Edition):
Van de Pol, M E. “Developing a new municipal self-service kiosk:.” 2014. Web. 18 Jan 2020.
Vancouver:
Van de Pol ME. Developing a new municipal self-service kiosk:. [Internet] [Masters thesis]. Delft University of Technology; 2014. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:e12db1ed-8d30-460d-9d5e-752caf76ca1a.
Council of Science Editors:
Van de Pol ME. Developing a new municipal self-service kiosk:. [Masters Thesis]. Delft University of Technology; 2014. Available from: http://resolver.tudelft.nl/uuid:e12db1ed-8d30-460d-9d5e-752caf76ca1a
Delft University of Technology
16.
Mazo Rosete, D.
Transforming Aegon from a policy factory to a life event driven company.:.
Degree: 2014, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:5d0be5df-3914-448a-a979-e60c97b204b4
► The aim of the project was to develop a strategy to guide the transformation of Aegon to become a life event driven company. Firstly, the…
(more)
▼ The aim of the project was to develop a strategy to guide the transformation of Aegon to become a life event driven company. Firstly, the project focused on understanding life events and the experience of the customers in the most important moments in their lives. Secondly, discovering the essence of life event companies: their processes, the experiences provided to their customers and their corporate cultures. And lastly, designing a new
service innovation process and developing a toolkit to help Aegon to become a life event driven company.
Advisors/Committee Members: Van Kuijk, J.I., Bergema, K..
Subjects/Keywords: Life event service design
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Manager
APA (6th Edition):
Mazo Rosete, D. (2014). Transforming Aegon from a policy factory to a life event driven company.:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:5d0be5df-3914-448a-a979-e60c97b204b4
Chicago Manual of Style (16th Edition):
Mazo Rosete, D. “Transforming Aegon from a policy factory to a life event driven company.:.” 2014. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:5d0be5df-3914-448a-a979-e60c97b204b4.
MLA Handbook (7th Edition):
Mazo Rosete, D. “Transforming Aegon from a policy factory to a life event driven company.:.” 2014. Web. 18 Jan 2020.
Vancouver:
Mazo Rosete D. Transforming Aegon from a policy factory to a life event driven company.:. [Internet] [Masters thesis]. Delft University of Technology; 2014. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:5d0be5df-3914-448a-a979-e60c97b204b4.
Council of Science Editors:
Mazo Rosete D. Transforming Aegon from a policy factory to a life event driven company.:. [Masters Thesis]. Delft University of Technology; 2014. Available from: http://resolver.tudelft.nl/uuid:5d0be5df-3914-448a-a979-e60c97b204b4
Delft University of Technology
17.
Jochemsen, K. S. R.
Applying service design to the circular economy: a case study on Fairphone:.
Degree: 2015, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:d7f990c3-270e-49b3-ba2f-d258931e4361
► This graduation project was set out to explore how service design could be applied to the circular economy. The report outlines a framework for applying…
(more)
▼ This graduation project was set out to explore how
service design could be applied to the circular economy. The report outlines a framework for applying the process to projects on circular system transitions. A case study was conducted on designing a
service for Fairphone, in which the framework was applied.
Fairphone has been a leading example in the mobile phone industry, addressing the ethical side of consumption by producing a ‘fair’ smartphone. Several guidelines for circular product
design are applied to the second generation of its phone, which is expected to enter the market in the fall of 2015. Its business model, however, is still geared to a linear economic system. An analysis of Fairphone’s current system demonstrated a typical problem in the linear economy: a large amount of phones ends up in a drawer, being unused.
In the context of the circular economy,
service design is often directly linked to the
design of circular business models. In circular business models we witness a shift from traditional models, to traditional models with a take back scheme, to
service models, in which the access to products is provided, rather than the ownership.
Designing services to contribute to a circular economy, requires an understanding of what influences the structure of the system. This means that besides the company and the economic system, an understanding of the users and their mutual differences is crucial.
In order to understand Fairphone’s users, several in-depth interviews were conducted with Fairphone community members. The extracted differences in users’ needs were applied to divide the community into five segments. This segmentation has formed the foundation for a system vision, in which devices are both sold and leased, and used devices are returned to the (second hand) market. In a co-creation workshop - which involved several stakeholders, experts, and users - value propositions were developed to strategically target different user segments in this future system.
The development of a roadmap structured the approach to move towards the vision. The upcoming launch of Fairphone 2.0, and the limited amount of spare parts for Fairphone 1, prioritised the development of a return to use programme for Fairphone 1.
The return to use programme comprises a buyback solution, which enables the company to refurbish and resell used devices. The programme expands Fairphone’s market to a more price-sensitive, low-tech segment. It addresses the longevity and reuse of its phones, and offers a more transparent approach to the end of life phase. The
service is presented in a
service blueprint. This tool
aids in orchestrating all stakeholder actions.
The major conclusion of this report is that to apply
service design to the circular economy, an understanding of all actors across the different levels of the system is required. Identifying user segments opens up the system to generate a holistic vision for a circular economic system and create services that add value to both users and business today, while…
Advisors/Committee Members: Wever, R., Mejia Sarmiento, J.R..
Subjects/Keywords: circular economy; service design; Fairphone
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APA (6th Edition):
Jochemsen, K. S. R. (2015). Applying service design to the circular economy: a case study on Fairphone:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:d7f990c3-270e-49b3-ba2f-d258931e4361
Chicago Manual of Style (16th Edition):
Jochemsen, K S R. “Applying service design to the circular economy: a case study on Fairphone:.” 2015. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:d7f990c3-270e-49b3-ba2f-d258931e4361.
MLA Handbook (7th Edition):
Jochemsen, K S R. “Applying service design to the circular economy: a case study on Fairphone:.” 2015. Web. 18 Jan 2020.
Vancouver:
Jochemsen KSR. Applying service design to the circular economy: a case study on Fairphone:. [Internet] [Masters thesis]. Delft University of Technology; 2015. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:d7f990c3-270e-49b3-ba2f-d258931e4361.
Council of Science Editors:
Jochemsen KSR. Applying service design to the circular economy: a case study on Fairphone:. [Masters Thesis]. Delft University of Technology; 2015. Available from: http://resolver.tudelft.nl/uuid:d7f990c3-270e-49b3-ba2f-d258931e4361
Delft University of Technology
18.
Kikkert, R.S.
Service innovation for small fashion retail; analysis and design of an innovative service focused on retailers, provided by Philips Lighting
:.
Degree: 2012, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:cf603e28-bd4f-42f6-b72b-32c603fe57b9
► The goal of this report is to present the process and concept design for an innovative service, which will be provided by Philips Lighting and…
(more)
▼ The goal of this report is to present the process and concept
design for an innovative
service, which will be provided by Philips Lighting and is focused on the retail industry. For this purpose, a high potential target segment has been identified within the retail industry; the small fashion retailers. The
service concept
design creates easier accessibility to the products of Philips Lighting, provides insight in the effects of the products, product combinations and product solutions and finally it uses the retailer’s preferred channels to do so.
In contrast with products, services make use of intangible elements to fulfil the need a consumer has. Using intangible elements brings various challenges, since they are only consumable at one time and often experienced differently per customer. A
service always has at least one tangible element, which is the touchpoint. For the customer, the touchpoint are the evidence that the
service exists, which makes these tangible elements very important in the
design of any
service. In reality the border between services and products is not a hard one. Products are often supported by several services, and services may use products.
Philips Lighting, one of the three main sectors of Philips, is the provider of the
service that is presented. With a turnover of over 7,5 billion euro’s, Philips Lighting is leading in the Lighting industry. The retail department creates a turnover of almost 800 million. Even though slowly more and more products are involving supported services and several services are arising, Philips Lighting is currently strongly product focused.
A wide variety of services are already focusing on the retail industry. These services range from simple cleaning services, to total redesigns of the interior. All the services relate to a key activity of the retailer. To figure out the position of the retail in the future, a trend analysis has been executed. It has been identified that many digital channels see a quick rise. As a side effect, the connectivity between these various (digital) channels needs to be agile to be perceived positively by its user.
Currently Philips Lighting focuses its sales on large chain retailers and consumers. The small retailers in between are not targeted, while this segment accounts for more than 50% of the retail market. Since the fashion segments is identified as most open to innovative services, it is the largest segment within the retail industry and it has a stable market size, this segment is chosen as a scope for the project. The scope focuses on the European market, based on the corresponding attitude and culture towards technology and services between the countries.
The
service design uses two process descriptions to ensure both the mental as the physical journey the retail goes through are covered. Initial attention is created by tradiational advertisment directed directly at the retailers or placed in retail related printings like the magazine of a branche association. Further attention and inspiration is created by displaying…
Advisors/Committee Members: Schoormans, J.P.L., Calabretta, G..
Subjects/Keywords: service design; retail; Philips Research
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APA ·
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MLA ·
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Export
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Manager
APA (6th Edition):
Kikkert, R. S. (2012). Service innovation for small fashion retail; analysis and design of an innovative service focused on retailers, provided by Philips Lighting
:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:cf603e28-bd4f-42f6-b72b-32c603fe57b9
Chicago Manual of Style (16th Edition):
Kikkert, R S. “Service innovation for small fashion retail; analysis and design of an innovative service focused on retailers, provided by Philips Lighting
:.” 2012. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:cf603e28-bd4f-42f6-b72b-32c603fe57b9.
MLA Handbook (7th Edition):
Kikkert, R S. “Service innovation for small fashion retail; analysis and design of an innovative service focused on retailers, provided by Philips Lighting
:.” 2012. Web. 18 Jan 2020.
Vancouver:
Kikkert RS. Service innovation for small fashion retail; analysis and design of an innovative service focused on retailers, provided by Philips Lighting
:. [Internet] [Masters thesis]. Delft University of Technology; 2012. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:cf603e28-bd4f-42f6-b72b-32c603fe57b9.
Council of Science Editors:
Kikkert RS. Service innovation for small fashion retail; analysis and design of an innovative service focused on retailers, provided by Philips Lighting
:. [Masters Thesis]. Delft University of Technology; 2012. Available from: http://resolver.tudelft.nl/uuid:cf603e28-bd4f-42f6-b72b-32c603fe57b9
Delft University of Technology
19.
Baldassarre, B.
THANKS: A tool for Corporate Social Responsibility:.
Degree: 2015, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:11ab480a-2bc2-46b2-bcfd-49b6face18c5
Thanks is a service based on a smartphone application, which enables companies to step up with corporate social responsibility (CSR) by reducing energy consumption in their office buildings while supporting one NGO working for environmental protection and conservation.
Advisors/Committee Members: Calabretta, G., Jaskiewicz, T..Subjects/Keywords: Sustainability; Service Design; Energy
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APA ·
Chicago ·
MLA ·
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CSE |
Export
to Zotero / EndNote / Reference
Manager
APA (6th Edition):
Baldassarre, B. (2015). THANKS: A tool for Corporate Social Responsibility:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:11ab480a-2bc2-46b2-bcfd-49b6face18c5
Chicago Manual of Style (16th Edition):
Baldassarre, B. “THANKS: A tool for Corporate Social Responsibility:.” 2015. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:11ab480a-2bc2-46b2-bcfd-49b6face18c5.
MLA Handbook (7th Edition):
Baldassarre, B. “THANKS: A tool for Corporate Social Responsibility:.” 2015. Web. 18 Jan 2020.
Vancouver:
Baldassarre B. THANKS: A tool for Corporate Social Responsibility:. [Internet] [Masters thesis]. Delft University of Technology; 2015. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:11ab480a-2bc2-46b2-bcfd-49b6face18c5.
Council of Science Editors:
Baldassarre B. THANKS: A tool for Corporate Social Responsibility:. [Masters Thesis]. Delft University of Technology; 2015. Available from: http://resolver.tudelft.nl/uuid:11ab480a-2bc2-46b2-bcfd-49b6face18c5
Delft University of Technology
20.
Uitendaal, T.J.
De straattaxidienst gereframed: De ontwikkeling van een ‘product-service system’ voor Taxicentrale Amsterdam:.
Degree: 2012, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:0c8dd0c8-3274-4e12-93d1-1661998f5cc0
► In de Amsterdamse straattaxi-industrie zijn vandaag de dag nog steeds verschillende problemen voor vooral de taxigebruiker te observeren: geweigerde korte ritjes, te hoge prijzen, ongehoord…
(more)
▼ In de Amsterdamse straattaxi-industrie zijn vandaag de dag nog steeds verschillende problemen voor vooral de taxigebruiker te observeren: geweigerde korte ritjes, te hoge prijzen, ongehoord gedrag van chauffeurs. De dieperliggende oorzaken als informatieasymmetrie en marktmacht zorgen er uiteindelijk voor dat de consumenten de taxi negeren en zij deze uiteindelijk alleen gebruiken als zij niet anders kunnen.
In opdracht van Taxicentrale Amsterdam (TCA) is er in dit afstudeerproject gezocht naar een tastbaar ‘product
service system’, dat beter aansluit bij de belangen van voornamelijk de consument en de taxichauffeurs in het Amsterdam van 2016. Om deze opdracht te vervullen, werd tijdens dit project de ‘Vision in
Design (ViP)’-ontwerpbenadering van Hekkert en Van Dijk (2011) geadopteerd.
Door een coherentie te creëren in meer dan honderd geïdentificeerde factoren, verzameld vanuit verschillende perspectieven en bronnen in een combinatie van desk- en veldonderzoek, is er uiteindelijk inzicht verworven in de context van het domein straattaxivervoer in Amsterdam in 2016. In deze context zijn er drie sturende krachten opmerkelijk, die elkaar onderling beïnvloeden.
Allereerst zien we een markt die volledig bevrijd en gefragmenteerd is. De consument voelt zich uniek, verwacht ook zo behandeld te worden en zal hierdoor ook meer initiatief tonen. Om deze reden trachten bedrijven en individuen elkaar beter te leren kennen. Niet langer kan de industrie voort op de ‘one size, fits all’ aanpak. Binnen deze markt zijn er twee type consumenten te herkennen: enerzijds de ‘prosument’, die online, kritisch en zelfverzekerd is en niet te teveel zal betalen; anderzijds de ‘passument’ die een veel passievere houding inneemt, zich dus niet breed oriënteert en zich vooral laat leiden door adviezen uit zijn netwerk.
Ten tweede is er een structuur in de taxi-industrie te herkennen die karakteristiek is voor Amsterdam in 2016. Deze structuur, gedreven door een bepaalde wijze verbondenheid, heeft de vorm van een netwerk. Een netwerk waarin vanzelfsprekend een wisselwerking is; een wisselwerking waarbij men waarde geeft en neemt. Deze waarde kan genomen worden met collectieve en individuele doelen, maar bovenal is het een krachtige basis om waarde te creëren. Deze waarde kan geleverd worden vanuit het volume of vanuit de individuele kwaliteit. De cohesie tussen alle individuele chauffeurs in dit netwerk, vormt uiteindelijk het volumineuze netwerk. Een analogie die deze wisselwerking goed illustreert, is het motto van de Drie Musketiers: ‘Één (geven vanuit de individuele kwaliteit) voor alle (verkrijgen voor het collectieve doel)’ en ‘Alle (geven vanuit het volume) voor één (verkrijgen voor het individuele doel)’. Aangevuld met ‘alle voor alle’ en ‘één voor één’ zijn alle mogelijke relaties gerepresenteerd.
Als derde worden beide voorgaande sturende krachten in de context onder druk gezet door het momentele karakter van deze context. De straattaxi-industrie presteert in momenten: klanten worden eenmalig, voor een paar minuten ontmoet en de…
Advisors/Committee Members: Gemser, G., Manschot, M.A.J..
Subjects/Keywords: Taxi; Service design; ViP
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APA ·
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MLA ·
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Export
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APA (6th Edition):
Uitendaal, T. J. (2012). De straattaxidienst gereframed: De ontwikkeling van een ‘product-service system’ voor Taxicentrale Amsterdam:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:0c8dd0c8-3274-4e12-93d1-1661998f5cc0
Chicago Manual of Style (16th Edition):
Uitendaal, T J. “De straattaxidienst gereframed: De ontwikkeling van een ‘product-service system’ voor Taxicentrale Amsterdam:.” 2012. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:0c8dd0c8-3274-4e12-93d1-1661998f5cc0.
MLA Handbook (7th Edition):
Uitendaal, T J. “De straattaxidienst gereframed: De ontwikkeling van een ‘product-service system’ voor Taxicentrale Amsterdam:.” 2012. Web. 18 Jan 2020.
Vancouver:
Uitendaal TJ. De straattaxidienst gereframed: De ontwikkeling van een ‘product-service system’ voor Taxicentrale Amsterdam:. [Internet] [Masters thesis]. Delft University of Technology; 2012. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:0c8dd0c8-3274-4e12-93d1-1661998f5cc0.
Council of Science Editors:
Uitendaal TJ. De straattaxidienst gereframed: De ontwikkeling van een ‘product-service system’ voor Taxicentrale Amsterdam:. [Masters Thesis]. Delft University of Technology; 2012. Available from: http://resolver.tudelft.nl/uuid:0c8dd0c8-3274-4e12-93d1-1661998f5cc0
Delft University of Technology
21.
De Sá, M.
Engagement and Experience In Service Design: Development and Implementation of a New Service for the Prato Industrial District
:.
Degree: 2012, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:a9439dd5-dca7-41c2-a9e6-b163b8f9da8b
► This thesis was elaborated as part of a project developed for the Italian Chamber of Commerce of Prato, during a collaboration with the MIT-MEL. The…
(more)
▼ This thesis was elaborated as part of a project developed for the Italian Chamber of Commerce of Prato, during a collaboration with the MIT-MEL. The final output of the project is the
design of a strategy to support the Chamber of Commerce in the implementation of a new
service to the district of Prato.
Faced with current economical and social pressures, the Chamber of Com- merce of Prato expressed the need for internationalizing the district.
Prato is an industrial district in Northeastern Italy, highly specialized in fashion manufacturing. However, the general fall in demand and competitive pres- sure of new supply markets had immediate repercussions on the exports and economic situation of Prato’s industrial district.
The research question addressed in this study is: How can stakeholders be better engaged in the experience of a
service provided by a public sector organization?
In order to provide an answer to this question, a literature research was done and a case study was performed.
To reach the objective, the project is structured in three main phases: re- search,
design, implementation strategy.
The
service, named Fashion Valley, was developed during the collaboration period and used as a case study for this research. From the literature and context analysis, a list of
design guidelines to reach a greater engagement and thus create better experiences was developed. These guidelines lead to the creation of Fashion Valley, a discovery and management web-platform for the companies of Prato and external designers.
The
service creates new business opportunities in the district and facilitates the manufacturing process. The value exists for designers, companies and con- sequently to the Chamber of Commerce. Fashion Valley promotes the district and fosters new business relationships.
The business model developed is the unification of all the steps which need to be taken in order to achieve a cohesive
service strategy. Steps can be clus- tered in three diðerent levels: the technology implementation, engagement initiatives and long-term strategy, and are represented in the
service road.
Technology refers to all the backend development and
design work needed in order to build the web platform where the
service will exist. Engagement initiatives are meant to promote the district, create connections between us- ers (e.g. workshops and pilot group) and happen through the existence of the
service. They widen the already existing
service touchpoints to not only digital but also physical experiences.
Moreover a greater engagement of stakeholders will least to the continuity and exploration of the
service opportunities over time.
Furthermore the project outlines a strategy for the coming four years, thus the chamber will still need to be flexible towards any changes that might occur. The graduation research on the basis of this project has unveiled challenges inherent to the management of
service design approaches within the public sector.
Advisors/Committee Members: Gemser, G., Tabeau, K..
Subjects/Keywords: service design; experience; engagement
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APA ·
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MLA ·
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CSE |
Export
to Zotero / EndNote / Reference
Manager
APA (6th Edition):
De Sá, M. (2012). Engagement and Experience In Service Design: Development and Implementation of a New Service for the Prato Industrial District
:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:a9439dd5-dca7-41c2-a9e6-b163b8f9da8b
Chicago Manual of Style (16th Edition):
De Sá, M. “Engagement and Experience In Service Design: Development and Implementation of a New Service for the Prato Industrial District
:.” 2012. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:a9439dd5-dca7-41c2-a9e6-b163b8f9da8b.
MLA Handbook (7th Edition):
De Sá, M. “Engagement and Experience In Service Design: Development and Implementation of a New Service for the Prato Industrial District
:.” 2012. Web. 18 Jan 2020.
Vancouver:
De Sá M. Engagement and Experience In Service Design: Development and Implementation of a New Service for the Prato Industrial District
:. [Internet] [Masters thesis]. Delft University of Technology; 2012. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:a9439dd5-dca7-41c2-a9e6-b163b8f9da8b.
Council of Science Editors:
De Sá M. Engagement and Experience In Service Design: Development and Implementation of a New Service for the Prato Industrial District
:. [Masters Thesis]. Delft University of Technology; 2012. Available from: http://resolver.tudelft.nl/uuid:a9439dd5-dca7-41c2-a9e6-b163b8f9da8b
Delft University of Technology
22.
Van Roest, D.M.
ANWB at Home Service: GO or NO GO?:.
Degree: 2013, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:2926eae3-ed4c-4a1b-8c92-8d9475852489
► This master thesis describes the process of exploring a new service concept for ANWB, the ANWB at Home service. Via analysis of trends and competitors…
(more)
▼ This master thesis describes the process of exploring a new
service concept for ANWB, the ANWB at Home
service. Via analysis of trends and competitors and a consumer survey an advice is given on whether and how to implement this new
service.
Advisors/Committee Members: Mooij, S.C., Van Hoevelaak, J..
Subjects/Keywords: service design; consumer research; ANWB
Record Details
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APA ·
Chicago ·
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Export
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Manager
APA (6th Edition):
Van Roest, D. M. (2013). ANWB at Home Service: GO or NO GO?:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:2926eae3-ed4c-4a1b-8c92-8d9475852489
Chicago Manual of Style (16th Edition):
Van Roest, D M. “ANWB at Home Service: GO or NO GO?:.” 2013. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:2926eae3-ed4c-4a1b-8c92-8d9475852489.
MLA Handbook (7th Edition):
Van Roest, D M. “ANWB at Home Service: GO or NO GO?:.” 2013. Web. 18 Jan 2020.
Vancouver:
Van Roest DM. ANWB at Home Service: GO or NO GO?:. [Internet] [Masters thesis]. Delft University of Technology; 2013. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:2926eae3-ed4c-4a1b-8c92-8d9475852489.
Council of Science Editors:
Van Roest DM. ANWB at Home Service: GO or NO GO?:. [Masters Thesis]. Delft University of Technology; 2013. Available from: http://resolver.tudelft.nl/uuid:2926eae3-ed4c-4a1b-8c92-8d9475852489
Queensland University of Technology
23.
Sartori Do Amaral, Carla.
Exploring the relationships between design & public libraries through the lens of service design.
Degree: 2016, Queensland University of Technology
URL: http://eprints.qut.edu.au/92560/
► Design is ubiquitous to the life of contemporary societies and key to their progress, but for some, it is an elitist concept. This thesis investigates…
(more)
▼ Design is ubiquitous to the life of contemporary societies and key to their progress, but for some, it is an elitist concept. This thesis investigates the role of public libraries contribution to the general public's understanding of 'Design'.
This study compared participants views in the context of State Libraries in two cities: Brisbane and Curitiba. Findings revealed that exploring four new aspects in the Development and Deliver Stages of a service design framework for public libraries can be an effective tool to enhance people's access and experiences of Design, and ultimately, it can contribute to the democratization of design.
Subjects/Keywords: service design; design; public library; democratisation; colonisation
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APA ·
Chicago ·
MLA ·
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Export
to Zotero / EndNote / Reference
Manager
APA (6th Edition):
Sartori Do Amaral, C. (2016). Exploring the relationships between design & public libraries through the lens of service design. (Thesis). Queensland University of Technology. Retrieved from http://eprints.qut.edu.au/92560/
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Sartori Do Amaral, Carla. “Exploring the relationships between design & public libraries through the lens of service design.” 2016. Thesis, Queensland University of Technology. Accessed January 18, 2020.
http://eprints.qut.edu.au/92560/.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Sartori Do Amaral, Carla. “Exploring the relationships between design & public libraries through the lens of service design.” 2016. Web. 18 Jan 2020.
Vancouver:
Sartori Do Amaral C. Exploring the relationships between design & public libraries through the lens of service design. [Internet] [Thesis]. Queensland University of Technology; 2016. [cited 2020 Jan 18].
Available from: http://eprints.qut.edu.au/92560/.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Sartori Do Amaral C. Exploring the relationships between design & public libraries through the lens of service design. [Thesis]. Queensland University of Technology; 2016. Available from: http://eprints.qut.edu.au/92560/
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Queensland University of Technology
24.
Sartori Do Amaral, Carla.
Exploring the relationships between design and public libraries through the lens of service design.
Degree: 2016, Queensland University of Technology
URL: http://eprints.qut.edu.au/92608/
► Design is ubiquitous to the life of contemporary societies and key to their progress, but for some, it is an elitist concept. This thesis investigates…
(more)
▼ Design is ubiquitous to the life of contemporary societies and key to their progress, but for some, it is an elitist concept. This thesis investigates the role of public libraries contribution to the general public's understanding of "Design".
This study compared participants views in the context of State Libraries in two cities: Brisbane and Curitiba. Findings revealed that exploring four new aspects in the Development and Deliver Stages of a service design framework for public libraries can be an effective tool to enhance people"s access and experiences of Design, and ultimately, it can contribute to the democratisation of design.
Subjects/Keywords: service design; design; public library; democratisation; colonisation
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APA (6th Edition):
Sartori Do Amaral, C. (2016). Exploring the relationships between design and public libraries through the lens of service design. (Thesis). Queensland University of Technology. Retrieved from http://eprints.qut.edu.au/92608/
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Sartori Do Amaral, Carla. “Exploring the relationships between design and public libraries through the lens of service design.” 2016. Thesis, Queensland University of Technology. Accessed January 18, 2020.
http://eprints.qut.edu.au/92608/.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Sartori Do Amaral, Carla. “Exploring the relationships between design and public libraries through the lens of service design.” 2016. Web. 18 Jan 2020.
Vancouver:
Sartori Do Amaral C. Exploring the relationships between design and public libraries through the lens of service design. [Internet] [Thesis]. Queensland University of Technology; 2016. [cited 2020 Jan 18].
Available from: http://eprints.qut.edu.au/92608/.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Sartori Do Amaral C. Exploring the relationships between design and public libraries through the lens of service design. [Thesis]. Queensland University of Technology; 2016. Available from: http://eprints.qut.edu.au/92608/
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Carnegie Mellon University
25.
Mendoza, Gretchen Marie.
Fostering trust in technical services through integrated, collaborative and contextual learning.
Degree: 2011, Carnegie Mellon University
URL: http://repository.cmu.edu/theses/23
► Trust is an intrinsic component of any loyal “consumer friendship” between customers and service providers, and is a by-product of shared understanding. Nowhere is the…
(more)
▼ Trust is an intrinsic component of any loyal “consumer friendship” between customers and service providers, and is a by-product of shared understanding. Nowhere is the notion of trust more relevant than in technical service—such as professional legal practice, architecture, medical care and auto repair—where the primary commodities exchanged are specialized knowledge, equipment and skills. A common challenge in dialogue between expert providers and novice customers in this context is meaningful sharing of technical information. A successful exchange requires care in representation, language, attitude, delivery and timing. Furthermore, with communication breakdowns, trust falters, and business relationships run the risk of falling apart.
Rather than relying on simple transactional exchanges of information in service, a customer’s journey could be enriched by framing service touchpoints as individual opportunities for learning. Learning activities occur in everyday life via interactions with society, artifacts or programs, and often involve the pursuit of knowledge or skills without the structure of a formal curriculum. This study explores how learning might function as a channel for strengthening multi-faceted trust relations in service through integration into programs and artifacts.
In this project, an auto repair shop was investigated as a case study in technical service, given its long inglorious history of customer mistrust. Through exploration in the context of a local mechanic shop, prototypes for experiential and transformative service learning were implemented, tested, and re-shaped into a four-part framework designed to improve technical communications
Subjects/Keywords: service design; design for learning; communication planning
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APA (6th Edition):
Mendoza, G. M. (2011). Fostering trust in technical services through integrated, collaborative and contextual learning. (Thesis). Carnegie Mellon University. Retrieved from http://repository.cmu.edu/theses/23
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Mendoza, Gretchen Marie. “Fostering trust in technical services through integrated, collaborative and contextual learning.” 2011. Thesis, Carnegie Mellon University. Accessed January 18, 2020.
http://repository.cmu.edu/theses/23.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Mendoza, Gretchen Marie. “Fostering trust in technical services through integrated, collaborative and contextual learning.” 2011. Web. 18 Jan 2020.
Vancouver:
Mendoza GM. Fostering trust in technical services through integrated, collaborative and contextual learning. [Internet] [Thesis]. Carnegie Mellon University; 2011. [cited 2020 Jan 18].
Available from: http://repository.cmu.edu/theses/23.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Mendoza GM. Fostering trust in technical services through integrated, collaborative and contextual learning. [Thesis]. Carnegie Mellon University; 2011. Available from: http://repository.cmu.edu/theses/23
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Delft University of Technology
26.
Schrakamp, N.J.
Service proposal for the future experience of driving:.
Degree: 2013, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:1ca64f05-1f0b-4fd2-b437-2677ef38b9db
► This thesis is the result of the challenging assignment: “design a product service system which creates value for the user in the future context of…
(more)
▼ This thesis is the result of the challenging assignment: “
design a product
service system which creates value for the user in the future context of automated driving”. The goal was to find out from the user perspective what would create value for them in 2020. The
Service Innovation Team (SIT), part of the Research group of Volkswagen AG, initiated this assignment as a part of the research program “automated driving”.
Advisors/Committee Members: Manschot, M.A.J., Heur, R.J.H.G..
Subjects/Keywords: automated driving; experience design; service design
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APA ·
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APA (6th Edition):
Schrakamp, N. J. (2013). Service proposal for the future experience of driving:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:1ca64f05-1f0b-4fd2-b437-2677ef38b9db
Chicago Manual of Style (16th Edition):
Schrakamp, N J. “Service proposal for the future experience of driving:.” 2013. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:1ca64f05-1f0b-4fd2-b437-2677ef38b9db.
MLA Handbook (7th Edition):
Schrakamp, N J. “Service proposal for the future experience of driving:.” 2013. Web. 18 Jan 2020.
Vancouver:
Schrakamp NJ. Service proposal for the future experience of driving:. [Internet] [Masters thesis]. Delft University of Technology; 2013. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:1ca64f05-1f0b-4fd2-b437-2677ef38b9db.
Council of Science Editors:
Schrakamp NJ. Service proposal for the future experience of driving:. [Masters Thesis]. Delft University of Technology; 2013. Available from: http://resolver.tudelft.nl/uuid:1ca64f05-1f0b-4fd2-b437-2677ef38b9db
Delft University of Technology
27.
Chen, Y.C.
Socially Smart Mobility: Exploring and prototyping the car as a socially engaging platform:.
Degree: 2014, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:2b679cf0-db26-4eab-b231-1c9440d52147
► Nowadays people are increasingly sharing, collaborating and exchanging things. For example, AirBnB and Zipcar have been growing since the past five years. The economic recession…
(more)
▼ Nowadays people are increasingly sharing, collaborating and exchanging things. For example, AirBnB and Zipcar have been growing since the past five years. The economic recession and the rise of sustainable solutions are causes for this trend. Especially, car-sharing has been growing ever due to the legislative, and cultural emphasis on green and sustainable transport.
Service Innovation Team in a German car company sees the opportunities of sharing mobility and is eager to know what are possible car-sharing services in urban area in 2020. Therefore, in 2012
Service Innovation Team in the company initiated MyCar project to tackle down this challenge. Based on MyCar project, the project “Socially Smart Mobility” (SSM) sees social engagement between people as a way to enhance ca-shairng experience and poses this questions: “How can shared mobility serve as a social platform where people engage and share information, which further provides a smart and flexible mobility solution for end users?” Particularly by mapping “social engagement” onto “car-sharing”, factors that contribute to “car personality” is discovered. This graduation project is defined as a
design project. The focus is to realize the current development of MyCar project, find common ground between MyCar and Socially Smart Mobility, find insights in literature as well as user research, generate concepts based on these insights, embody a concept into interactive prototypes, validate the concept with target users, get valuable feedback and provide suggestions and recommendations for future development for the company.
The main research question is:
How can social engagement enhance the shared-car using experience?
Based on the persona in MyCar project, two potential target groups: experiential drivers and eco pursuer are merged. Also future context is pinpointed out based on MyCar project’s identified future trends. Potential target groups and future context serve as a starting point for SSM project. Insights for future content is that there are more and more connected objects, ubiquitous computing are everywhere including the in-car environment and people combines different mobility modes in one trip to travel within the city. Experiential drivers are groups of people who not only focus on using mobility solutions but are open to new experience while driving. On the other hand, insights from literature shows that there is a growing trend in sharing economy and specifically car-sharing has been receiving attentions over the years. Two crucial insights for achieving successful sharing business model in terms of social aspect are: 1. people believe in sharing and 2. people trust strangers. An in depth interview is conducted with ten participants based on insights from literature research and MyCar project. By utilizing the methods of “culture probe”, “focus groups” and “contextual interview”, user’s latent needs are elicited.
After the research phase, general findings and four user profiles were identified and discovered in terms of being socialized and…
Advisors/Committee Members: Giaccardi, E., Sleeswijk Visser, F..
Subjects/Keywords: social media design; mobility service; interaction design
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APA ·
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MLA ·
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Export
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Manager
APA (6th Edition):
Chen, Y. C. (2014). Socially Smart Mobility: Exploring and prototyping the car as a socially engaging platform:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:2b679cf0-db26-4eab-b231-1c9440d52147
Chicago Manual of Style (16th Edition):
Chen, Y C. “Socially Smart Mobility: Exploring and prototyping the car as a socially engaging platform:.” 2014. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:2b679cf0-db26-4eab-b231-1c9440d52147.
MLA Handbook (7th Edition):
Chen, Y C. “Socially Smart Mobility: Exploring and prototyping the car as a socially engaging platform:.” 2014. Web. 18 Jan 2020.
Vancouver:
Chen YC. Socially Smart Mobility: Exploring and prototyping the car as a socially engaging platform:. [Internet] [Masters thesis]. Delft University of Technology; 2014. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:2b679cf0-db26-4eab-b231-1c9440d52147.
Council of Science Editors:
Chen YC. Socially Smart Mobility: Exploring and prototyping the car as a socially engaging platform:. [Masters Thesis]. Delft University of Technology; 2014. Available from: http://resolver.tudelft.nl/uuid:2b679cf0-db26-4eab-b231-1c9440d52147
Virginia Tech
28.
Zilevu, Kobla Setor.
Interactive Interfaces for Capturing and Annotating Videos of Human Movement.
Degree: MS, Computer Science and Applications, 2019, Virginia Tech
URL: http://hdl.handle.net/10919/91424
► In this thesis, I describe the iterative service design process I used in identifying and understanding the needs of diverse stakeholders, the development of technologies…
(more)
▼ In this thesis, I describe the iterative
service design process I used in identifying and understanding the needs of diverse stakeholders, the development of technologies to support their mutually beneficial needs, and the evaluation of the end-user experience with these technologies. Over three iterative
design cycles, the set of identified end-user customers expanded to include the patient, the supervising therapist, the annotating therapist, and other members of the development team. Multiple versions of interactive movement capture and annotation tools were developed as the needs of these stakeholders were clarified and evolved, and the optimal data forms and structures became evident Interactions between the stakeholders and the developed technologies operating in various environments were evaluated and assessed to help improve and optimize the entire
service ecosystem. Results and findings from these three
design cycles are being used to direct and shape my ongoing and future doctoral research.
Advisors/Committee Members: Kelliher, Aisling (committeechair), Ellis, Margaret O.'Neil (committee member), Luther, Kurt (committee member), Rikakis, Thanassis (committee member).
Subjects/Keywords: Stroke Rehabilitation; Service Design; Iterative Design Process
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APA ·
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APA (6th Edition):
Zilevu, K. S. (2019). Interactive Interfaces for Capturing and Annotating Videos of Human Movement. (Masters Thesis). Virginia Tech. Retrieved from http://hdl.handle.net/10919/91424
Chicago Manual of Style (16th Edition):
Zilevu, Kobla Setor. “Interactive Interfaces for Capturing and Annotating Videos of Human Movement.” 2019. Masters Thesis, Virginia Tech. Accessed January 18, 2020.
http://hdl.handle.net/10919/91424.
MLA Handbook (7th Edition):
Zilevu, Kobla Setor. “Interactive Interfaces for Capturing and Annotating Videos of Human Movement.” 2019. Web. 18 Jan 2020.
Vancouver:
Zilevu KS. Interactive Interfaces for Capturing and Annotating Videos of Human Movement. [Internet] [Masters thesis]. Virginia Tech; 2019. [cited 2020 Jan 18].
Available from: http://hdl.handle.net/10919/91424.
Council of Science Editors:
Zilevu KS. Interactive Interfaces for Capturing and Annotating Videos of Human Movement. [Masters Thesis]. Virginia Tech; 2019. Available from: http://hdl.handle.net/10919/91424
Delft University of Technology
29.
Ottenhoff, K.N.M.
Maintaining consumer motivation in digital loyalty programs:.
Degree: 2016, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:090ef328-bd22-4d06-a479-8216d2a35852
► Loyalty programs are mainly implemented to build up the relationship between the company and the customer, i.e. to increase the customer loyalty. This has both…
(more)
▼ Loyalty programs are mainly implemented to build up the relationship between the company and the customer, i.e. to increase the customer loyalty. This has both social and financial benefits for the customer (e.g. feeling of community, discounts, etc.) as well as for the company (e.g. better relationship with customers, increase share-of-wallet, etc.). BrandLoyalty is the global leader in loyalty programmes for food retailers and their partner IceMobile, the company this master thesis is carried out for, is a mobile
service provider for food retailers worldwide. The problem they are dealing with is that customers start late with redeeming or do not redeem at all during the collecting period. Prior research studies of Icemobile and theory show that this is dependant of the motivation of the user. Therefore the goal of this master thesis is to explore how consumers’ motivation in digital loyalty programs can be maintained.
This report describes and evaluates the extensive user research and literature studies that are conducted and the range of possible
design solutions that were generated based on the results of these studies.
First an in depth literature study was conducted to create an understanding of how consumer behaviour in a loyalty program influences the motivation of the user. A conceptual framework was created that included factors that directly and indirectly influence motivation. The four main factors, which influence motivation directly, are commitment, progress, emotions and moods.
To examine if the behaviour described in literature is similar to actual behaviour, an extensive user research study was conducted. Other goals of the research were to find out if it is possible to form groups and what emotions these groups experience. This study existed of a self-setup loyalty program via Whatsapp with 30 participants that lasted for 3 weeks and which was setup in such a way that it was as similar as possible to a normal program.
Results: direct and indirect influences of the conceptual framework were recognised in the actual behaviour. Also, 6 groups of collectors could be identified based on the level of commitment, progress and emotions.
Reversal theory (Apter, 2006) was used to examine what behaviour should be adjusted and how this could be done. This showed that users could be helped to be more playful (i.e. enjoyment in the moment) than serious (i.e. Focus on achievement and future goals). Besides this, reversal theory explaind that the user should experience positive emotions that are not too intense. This leaded to the following
design goal:
“To help the users, who mainly focus on the achievement/reachability in the loyalty program and experience negative emotions in it, to be more excited and less anxious about collecting stamps by creating enjoyment in the moment. Solutions should be directly applicable on the existing application of IceMobile.”
The
design goal was the starting point for the concept generation. After exploring all possible solutions, according to idea generation techniques,…
Advisors/Committee Members: Saaksjarvi, M.C., Cankurtaran, P..
Subjects/Keywords: consumer behaviour; loyalty; motivation; interface design; service design; mobile service
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❌
APA ·
Chicago ·
MLA ·
Vancouver ·
CSE |
Export
to Zotero / EndNote / Reference
Manager
APA (6th Edition):
Ottenhoff, K. N. M. (2016). Maintaining consumer motivation in digital loyalty programs:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:090ef328-bd22-4d06-a479-8216d2a35852
Chicago Manual of Style (16th Edition):
Ottenhoff, K N M. “Maintaining consumer motivation in digital loyalty programs:.” 2016. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:090ef328-bd22-4d06-a479-8216d2a35852.
MLA Handbook (7th Edition):
Ottenhoff, K N M. “Maintaining consumer motivation in digital loyalty programs:.” 2016. Web. 18 Jan 2020.
Vancouver:
Ottenhoff KNM. Maintaining consumer motivation in digital loyalty programs:. [Internet] [Masters thesis]. Delft University of Technology; 2016. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:090ef328-bd22-4d06-a479-8216d2a35852.
Council of Science Editors:
Ottenhoff KNM. Maintaining consumer motivation in digital loyalty programs:. [Masters Thesis]. Delft University of Technology; 2016. Available from: http://resolver.tudelft.nl/uuid:090ef328-bd22-4d06-a479-8216d2a35852
Delft University of Technology
30.
Ottenhoff, K.N.M.
Maintaining consumer motivation in digital loyalty programs:.
Degree: 2016, Delft University of Technology
URL: http://resolver.tudelft.nl/uuid:e9daf837-c1df-42df-82cd-cb21d4cd7e8d
► Loyalty programs are mainly implemented to build up the relationship between the company and the customer, i.e. to increase the customer loyalty. This has both…
(more)
▼ Loyalty programs are mainly implemented to build up the relationship between the company and the customer, i.e. to increase the customer loyalty. This has both social and financial benefits for the customer (e.g. feeling of community, discounts, etc.) as well as for the company (e.g. better relationship with customers, increase share-of-wallet, etc.). BrandLoyalty is the global leader in loyalty programmes for food retailers and their partner IceMobile, the company this master thesis is carried out for, is a mobile
service provider for food retailers worldwide. The problem they are dealing with is that customers start late with redeeming or do not redeem at all during the collecting period. Prior research studies of Icemobile and theory show that this is dependant of the motivation of the user. Therefore the goal of this master thesis is to explore how consumers’ motivation in digital loyalty programs can be maintained.
This report describes and evaluates the extensive user research and literature studies that are conducted and the range of possible
design solutions that were generated based on the results of these studies.
First an in depth literature study was conducted to create an understanding of how consumer behaviour in a loyalty program influences the motivation of the user. A conceptual framework was created that included factors that directly and indirectly influence motivation. The four main factors, which influence motivation directly, are commitment, progress, emotions and moods.
To examine if the behaviour described in literature is similar to actual behaviour, an extensive user research study was conducted. Other goals of the research were to find out if it is possible to form groups and what emotions these groups experience. This study existed of a self-setup loyalty program via Whatsapp with 30 participants that lasted for 3 weeks and which was setup in such a way that it was as similar as possible to a normal program.
Results: direct and indirect influences of the conceptual framework were recognised in the actual behaviour. Also, 6 groups of collectors could be identified based on the level of commitment, progress and emotions.
Reversal theory (Apter, 2006) was used to examine what behaviour should be adjusted and how this could be done. This showed that users could be helped to be more playful (i.e. enjoyment in the moment) than serious (i.e. Focus on achievement and future goals). Besides this, reversal theory explaind that the user should experience positive emotions that are not too intense. This leaded to the following
design goal:
“To help the users, who mainly focus on the achievement/reachability in the loyalty program and experience negative emotions in it, to be more excited and less anxious about collecting stamps by creating enjoyment in the moment. Solutions should be directly applicable on the existing application of IceMobile.”
The
design goal was the starting point for the concept generation. After exploring all possible solutions, according to idea generation techniques,…
Advisors/Committee Members: Saaksjarvi, M.C., Cankurtaran, P..
Subjects/Keywords: consumer behaviour; loyalty; motivation; interface design; service design; mobile service
Record Details
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Share »
Record Details
Similar Records
Cite
« Share
❌
APA ·
Chicago ·
MLA ·
Vancouver ·
CSE |
Export
to Zotero / EndNote / Reference
Manager
APA (6th Edition):
Ottenhoff, K. N. M. (2016). Maintaining consumer motivation in digital loyalty programs:. (Masters Thesis). Delft University of Technology. Retrieved from http://resolver.tudelft.nl/uuid:e9daf837-c1df-42df-82cd-cb21d4cd7e8d
Chicago Manual of Style (16th Edition):
Ottenhoff, K N M. “Maintaining consumer motivation in digital loyalty programs:.” 2016. Masters Thesis, Delft University of Technology. Accessed January 18, 2020.
http://resolver.tudelft.nl/uuid:e9daf837-c1df-42df-82cd-cb21d4cd7e8d.
MLA Handbook (7th Edition):
Ottenhoff, K N M. “Maintaining consumer motivation in digital loyalty programs:.” 2016. Web. 18 Jan 2020.
Vancouver:
Ottenhoff KNM. Maintaining consumer motivation in digital loyalty programs:. [Internet] [Masters thesis]. Delft University of Technology; 2016. [cited 2020 Jan 18].
Available from: http://resolver.tudelft.nl/uuid:e9daf837-c1df-42df-82cd-cb21d4cd7e8d.
Council of Science Editors:
Ottenhoff KNM. Maintaining consumer motivation in digital loyalty programs:. [Masters Thesis]. Delft University of Technology; 2016. Available from: http://resolver.tudelft.nl/uuid:e9daf837-c1df-42df-82cd-cb21d4cd7e8d
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Open Access Theses and Dissertations