This paper takes a look at the challenges mayors of Czech small towns face in they day-to-day job and presents a comprehensive overview of ways they can be addressed. It then focuses on the non-financial and non-legislative tools of cooperation and external support in particular, which are introduced under a collective name "services for effective rural governance". The thesis then presents on the concept of "service design" and its uses in the public sector. Consequently, this method is used to analyze and propose changes to the currently available services for effective rural governance so that they best serve the small town mayors.

Globally in the medical and healthcare field, due to technological advancement and higher success rate of life-saving procedures, there has been a dramatic increase in the number of blood stem cell transplants performed each year. Consequently, the demand for blood stem cells from the donors is continual. The process of acquiring these cells from donors has its obstacles. Once volunteers are willing to donate and are identified as a potential match to the patient, they go through various stages, involving a long waiting period for the donors.  The aim of the project  is to apply and combine interaction design practices in the healthcare and medical world: how it would affect and shape specific experiences for the blood stem-cell donor. I would propose a digital service design that provides strategies to enhance the donation journey experience for the volunteer donors and the stakeholders involved in the process. The thesis project explores how we might design alternative ways to enhance a donor experience through digital services.

付記する学位プログラム名: デザイン学大学院連携プログラム / 京都大学 / 0048 / 新制・課程博士 / 博士(総合学術) / 甲第21920号 / 情総博第2号 / 新制||情総||1(附属図書館) / 京都大学大学院情報学研究科社会情報学専攻 / (主査)教授 吉川 正俊, 教授 大手 信人, 教授 松井 啓之, 教授 椙山 泰生 / 学位規則第4条第1項該当 / Doctor of Philosophy / Kyoto University / DGAM

Desired qualities of Mobility-as-a-Service (MaaS) represent what potential users want, hope for, and expect of MaaS without having experienced the service yet. Knowledge about the desired qualities is essential to design MaaS to meet users’ needs. However, little attention has been paid to understand potential users' desired qualities in the literature on MaaS. This paper addresses this void in literature with an explorative study with potential MaaS users in Sweden. The results of the study are desired qualities of MaaS such as reliability, entertainment and inclusivity. The study contributes with a thematization and classification of desired qualities of MaaS. The themes are desired qualities that make life easier, desired qualities that provide assurance, desired qualities that reward, desired qualities that appeal to inclinations and desired qualities that maintain preferred habits. The four levels of classification are functional, emotional, life-changing, and social significance. Researchers and service designers could work backward from these desired qualities to design user-centred services towards user satisfaction.

abstract: In recent years, with the increase in the number of students studying abroad, the psychological problems of international students have attracted more and more attention. At the same time, due to the stigma and stereotypes of mental illness, international students have encountered difficulties in using campus psychological counseling services of overseas universities. Gamification is a concept that applies the elements of games to non-gaming fields. It is being widely used in various fields. This study aims to conduct user research for designing a better experience and service design for international students using campus psychological counseling by using gamification. The study was conducted using an extensive literature review as well as quantitative and qualitative research methods including a focus group, an online survey, and an interview to explore the main sources of pressure for international students and their perception on-campus counseling service. Furthermore, this study tried to explore the feasibility of online services and how gamification be applied to the services. The results showed that international students have been reported to have psychological pressure on some special issues, and few international students used campus counseling. International students who have used campus psychological counseling services also expressed their dissatisfaction with campus psychological counseling. Additionally, the study showed the feasibility of online services and the acceptance of core drives of gamification. The conclusion can be summarized as a user research for future service design in the campus counseling system, which includes expected functions and some gamified ways of online services. Because the results showed that online services cannot replace face-to-face consulting services, how to combine online and offline services, and how to let gamification reach its full potential will be further discussed. / Dissertation/Thesis / Masters Thesis Design 2020

Interior design is more than just the design of spaces. It is the study of human activity, interaction, movement and spatial governance. These result in the user being both emotionally and physically involved in the interior. Therefore interior design also allows for cooperation between building and user. However when this matter of cooperation is overlooked the negative effect falls on the service that the building provides leading to a negative user perception. User perception is currently not seen as a physical parameter within an interior condition; however it has a big role to play in terms of how public service buildings function. The interior spaces within the current South African public service domain are prone to this lack of cooperation between building and user. As is evident in service delivery, there is no sharing of information between building and user leading to confusion, frustration and an overall negative perception of the work that is being done there. Many different forms of analysis can be used to determine where these problems lie within the interior. Using elements from other fields of design can add layers of information enriching the design decisions made through the interior design solution. By overstepping the boundary between Service Design and interior design, the designer delves into a unique understanding of the processes and associated problems within the service delivery, and through this understanding a more informed spatial solution can be developed. Information visualization and interior design work hand in hand as an instrument in presenting both problems and solutions in a way that the layman can understand. In an industry where information is lacking, finding new streams of portraying it could change user perception in a positive way. The investigation of this problem will unfold in the Tshwane Licencing Departments. Four sites within this study will be investigated namely, Centurion, Waltloo, Akasia and Rayton traffic departments. These sites will be analysed to decipher the core problems that they share. The Centurion Licencing Department will be the site used to develop and test the proposed interior intervention. This site is an example of an interior with a lack of cooperation due to its misuse of interior space, lack of wayfinding, circulation and non-existent identity. Through efficiency, pleasant experience and providing the user with all the information needed to complete the process should allow for a cooperative interior and therefore a change in perception. Interior Design becomes the instrument to realise pleasant-efficiency for service delivery. Even though Interior Design has no control over the administrational aspects of service delivery, it can shape the platform on which it is delivered having a positive influence on both user and service provider. / Dissertation (MInt(Prof))--University of Pretoria, 2014. / Architecture / MInt(Prof) / Unrestricted

The service economy is flourishing and due to high competition, manufacturers are turning to service innovation as way to distinguish and meet their customers increasing and changing demands. Service design and an increased utilization of employees are seen as way of improving the innovative capabilities. The aim of this thesis is to explore in a manufacturing company undergoing servitization, what is the role of front-line-employees (FLE) for service innovation and in what ways can front-line-employees be leveraged to enhance a firm’s service innovation capability? To do so, a hermeneutical research approach was adopted to interpret both FLEs collective customer understanding and the strategic view from management and service design within a company. Results reveal an encountered complexity and unstructured development of customer knowledge through long ongoing relations where the continuous identification of customer needs is a unformalized process and FLEs are relying on experience and tacit knowledge to do so. The study identifies FLEs as a resource to innovation, with aggregated customer knowledge, product knowledge and practice knowledge and are mainly contributing as a supporting actor in the innovation process. The study makes a contribution by emphasizing the needed support to empower FLEs as contributors to service innovation. Service design tools and techniques are a suggested way to provide structure and formalization in the involvement of FLEs into the innovation process. Future studies should aim to validate and explore the suggestions further through a comprehensive study of the inter-organizational customer knowledge creation and dissemination and its effect on service innovation.

Northern Sweden is in the middle of a major transition, a green transition. As large industries are being established and companies are accelerating, the supply of skills must be solved. The regional development strategy Norrbotten 2030 was developed in 2019 with the vision of Norrbotten becoming Sweden’s most welcoming and innovative county. To succeed in recruiting is one thing, but if we don’t welcome and include people moving to Luleå into the society, Luleå risk becoming a fly-in-fly-out city. This bachelor’s thesis has been carried out in Industrial Design Engineering at Luleå University of Technology to design a service that will maximize the impact of recruitment in Luleå, making people who move here, want to stay. The project has been carried out in collaboration with Brightnest.  To ensure a continuous focus on the user's experiences and needs a human-centred design process has been followed, with a focus on co-creation together with the users and stakeholders. Through interviews and workshops, the users and stakeholders have been invited to every part of the process. Through creative methods, such as analogies, personas and customer journey maps, the needs and dreams of the users have been translated into design opportunities. Throughout the design-process tests have continuously been carried out with users to ensure that the design choices are prioritizing the needs of the users.  The final design is a movement called Lulity – Luleå Community which consists of three components 1) This is Lulity – the movement, 2) I am Lulity – the ambassadorship and 3) Relocate Luleå. Through these components, social sustainability can be reached both for the users, the stakeholders and the society at large. Through This is Lulity all interested parties can jointly facilitate and ease the relocation process before a person has moved, during the first half-year after the move, and after the first six months. The presentation of the challenge and the design in this text contribute to awareness and a changed mindset among everyone involved. / Norra Sverige är mitt uppe i en stor omställning, en grön omställning. I takt med att stora industrier etableras och företagen accelererar måste kompetensförsörjningen lösas. Den regionala utvecklingsstrategin Norrbotten 2030 togs fram 2019 med visionen att Norrbotten ska bli Sveriges mest välkomnande och innovativa län. Att lyckas med rekryteringen är en sak, men om vi inte välkomnar och inkluderar människor som flyttar till Luleå in i samhället riskerar Luleå att bli en fly-in-fly-out stad. Detta examensarbete har genomförts inom Teknisk Design vid Luleå tekniska universitet för att designa en tjänst som ska maximera effekten av rekryteringen i Luleå och få människor som flyttar hit att vilja stanna. Projektet har genomförts i samarbete med Brightnest. För att säkerställa ett kontinuerligt fokus på användarens upplevelser och behov har en användarcentrerad designprocess följts, med fokus på samskapande tillsammans med användare och intressenter. Genom intervjuer och workshops har användarna och intressenterna bjudits in till varje del av processen. Genom kreativa metoder, såsom analogier, personas och kundresor, har användarnas behov och drömmar omsatts till designmöjligheter. Under hela designprocessen har tester kontinuerligt genomförts med användare för att säkerställa att designvalen prioriterar användarnas behov. Den slutliga designen är konceptet Lulity – Luleå Community som består av tre komponenter 1) This is Lulity – rörelsen, 2) I amLulity – ambassadörskapet och 3) Relocate Luleå. Genom dessa komponenter kan social hållbarhet nås både för användarna, intressenterna och samhället i stort. Genom This is Lulity kan alla intressenter gemensamt underlätta flyttprocessen innan en person har flyttat, under det första halvåret efter flytten och efter det första halvåret. Presentationen av utmaningen och designen i denna text bidrar till medvetenhet och ett förändrat tankesätt hos alla inblandade.

Innovation is the valuable outcome of new idea implementation. New technologies are disrupting industries, and innovative implementations bring competitive advantages. However, what is the perception of design and innovation in organizations such as Scania IT and how can design practices develop innovation? This thesis goal is to explore how Design Thinking methodologies are being used in innovation processes within the automobile industry and specifically SCANIA IT. How innovation is fostered and supported, which frameworks and processes are being used to generate, evaluate and develop new ideas and services. The research question that this thesis aims to examine is the following: What is the perception of design and innovation in their current work practices, and how can Design Thinking support Scania IT service design innovation processes? In the paper data and results of the on-premises study is presented. A total of nine interviews and two workshops with a total of 17 participants were conducted. The thematic analysis that follows reveals a matrix of topics and concepts. / Innovation är det värdefulla resultatet av implementering av nya idéer. Ny teknik stör industrier och innovativa implementeringar ger konkurrensfördelar. Men vad är uppfattningen om design och innovation i organisationer som Scania IT och hur kan designa praktiker utveckla innovation? Målet med detta examensarbete är att utforska hur Design Thinking-metoder används inom innovation processer inom bilindustrin och specifikt SCANIA DET. Hur innovation främjas och stöds, vilka ramar och processer som används för att generera, utvärdera och utveckla nya idéer och tjänster. Forskningsfrågan som denna avhandling syftar till att undersöka är följande: Hur ser uppfattningen ut om design och innovation i deras nuvarande arbetssätt och hur kan Design Thinking stödja innovationsprocesser för Scania IT-tjänstdesign? I papper presenteras data och resultat från den lokala studien. Totalt genomfördes nio intervjuer och två workshops med totalt 17 deltagare. Den tematiska analysen som följer avslöjar en matris av ämnen och begrepp.

With the promotion of the 2030 sustainable development goals, more and moreEuropean countries started to highlight them in society, many European people alsoshowed that they are willing to purchase sustainable products, but theenvironmentally conscious consumers rarely translate “green” concerns andintentions into actual purchase behavior. This project is aimed to provide consumerswith comprehensive information about the products and find out the solution toencourage choosing sustainable products while purchasing home appliances. Nowadays home appliances are becoming a core area of consumption in bothdeveloped and developing countries, and it is one of the relevant areas ofintervention to ensure sustainable production (Hischier et al, 2020). Consumersbehavior has a big influence on the production, consumption and sustainability ofhome appliances, therefore it has been considered as the core studying field in thisproject. In order to have a better understanding of peoples current attitude towardssustainability and home appliances, an online survey was carried out with theconsideration of the purpose of this study and Theory of planned behavior (TPB)model. Then, by analysis of the customer journey map (CJM), the author found thepart with the most touchpoints, “information”. After brainstorming and benchmarking,a service design that focuses on Web User interface (UI) design wasproposed as the final proposal.