<p>Design Thinking är ett spännande och fortfarande relativt outforskat område med rötter i Service Management. Med hjälp av designerns verktyg och metoder och en mångvetenskaplig grund med fokus på kundens behov kan Design Thinking bidra till att utveckla produkter och tjänster och genom detta öka lönsamheten för företag. Syftet är att göra en deskriptiv studie av området Design Thinking som metodiskt arbetssätt vid tjänsteutveckling. Detta appliceras sedan på verkligheten för att komparativt se hur tre svenska bolag arbetar med tjänstutveckling inom en av världens största tjänstebranscher utifrån områdena Service Management och Design Thinking. Uppsatsen beskriver utvecklingen från Service Management till Design Thinking och hur man har gått från att utveckla tjänster till att <em>designa</em> tjänster. Uppsatsen har använt en kvalitativ metod vid datainsamling. Detta har gjorts genom intervjuer med de tre valda försäkringsbolagen samt med en tjänstedesignbyrå som samarbetat med ett av bolagen. Teoriavsnittet inleds med en teoretisk bakgrund där en djupare förståelse skapas inom områden Service Management och Design Thinking. Detta för att underlätta tolkningen och analysen av teorierna. En teoretisk modell för tjänsteutveckling har valts ut för respektive område, samt en som tolkas dess skillnader och likheter. Samtliga teorier har sedan tolkats och analyserats utifrån den empiriska studien av försäkringsbolagen. Några slutsatser som uppsatsen har genererat är att de studerade försäkringsbolagen inklusive tjänstedesignföretaget arbetar utifrån kundens behov när det utvecklar tjänster. Däremot visar undersökningen att försäkringsbolagen inte interagerar med kunden i den utsträckning som teorin säger samt att försäkringsbolagen anlitar tjänstedesignföretaget i ett senare skede av tjänsteutvecklingen än vad som egentligen är syftet enligt teorin. Intresset för Design Thinking kommer främst från tjänstedesignföretaget och inte i första hand  från försäkringsbolagen. Utvecklingen från Service Management till Design Thinking visar även att designerns roll har förändrats då denne nu kommer in och är med genom hela processen istället för att som tidigare endast vara med i slutskedet.</p> / <p>Design Thinking is a relatively young and unexplored field with its roots in Service Management. By using the tools and methodology of designers, working in multidisciplinary teams and focusing on the consumers needs Design Thinking can contribute to the development of services and thereby increase the profitability for business. The objective of this paper is to construct a thorough description of the field Design Thinking and its methodology in service development. This is subsequently applied to the swedish insurance sector to comparatively describe how three insurance companies develop their services in one of the worlds greatest service industries. The paper initially describes and explores the development from Service Management to Design Thinking and how one has gone from merely developing services to <em>designing </em>services. Some conclusions that the paper has discovered are that the insurance companies we studied focus on consumer need. However, the study shows that the companies don't interact with the consumer to the extent that is described in the the theorethical models relevant for the paper. According to the study of Design Thinking, the designer is supposed to be involved throughout the entire process and not merely in the later fases as they are in Service Management. The analysis shows that the insurance companies choose to recruit designers only when they feel it to be neccesary, not involving them in the business development which is the next competitive advantage for companies today.</p>

Design Thinking är ett spännande och fortfarande relativt outforskat område med rötter i Service Management. Med hjälp av designerns verktyg och metoder och en mångvetenskaplig grund med fokus på kundens behov kan Design Thinking bidra till att utveckla produkter och tjänster och genom detta öka lönsamheten för företag. Syftet är att göra en deskriptiv studie av området Design Thinking som metodiskt arbetssätt vid tjänsteutveckling. Detta appliceras sedan på verkligheten för att komparativt se hur tre svenska bolag arbetar med tjänstutveckling inom en av världens största tjänstebranscher utifrån områdena Service Management och Design Thinking. Uppsatsen beskriver utvecklingen från Service Management till Design Thinking och hur man har gått från att utveckla tjänster till att designa tjänster. Uppsatsen har använt en kvalitativ metod vid datainsamling. Detta har gjorts genom intervjuer med de tre valda försäkringsbolagen samt med en tjänstedesignbyrå som samarbetat med ett av bolagen. Teoriavsnittet inleds med en teoretisk bakgrund där en djupare förståelse skapas inom områden Service Management och Design Thinking. Detta för att underlätta tolkningen och analysen av teorierna. En teoretisk modell för tjänsteutveckling har valts ut för respektive område, samt en som tolkas dess skillnader och likheter. Samtliga teorier har sedan tolkats och analyserats utifrån den empiriska studien av försäkringsbolagen. Några slutsatser som uppsatsen har genererat är att de studerade försäkringsbolagen inklusive tjänstedesignföretaget arbetar utifrån kundens behov när det utvecklar tjänster. Däremot visar undersökningen att försäkringsbolagen inte interagerar med kunden i den utsträckning som teorin säger samt att försäkringsbolagen anlitar tjänstedesignföretaget i ett senare skede av tjänsteutvecklingen än vad som egentligen är syftet enligt teorin. Intresset för Design Thinking kommer främst från tjänstedesignföretaget och inte i första hand  från försäkringsbolagen. Utvecklingen från Service Management till Design Thinking visar även att designerns roll har förändrats då denne nu kommer in och är med genom hela processen istället för att som tidigare endast vara med i slutskedet. / Design Thinking is a relatively young and unexplored field with its roots in Service Management. By using the tools and methodology of designers, working in multidisciplinary teams and focusing on the consumers needs Design Thinking can contribute to the development of services and thereby increase the profitability for business. The objective of this paper is to construct a thorough description of the field Design Thinking and its methodology in service development. This is subsequently applied to the swedish insurance sector to comparatively describe how three insurance companies develop their services in one of the worlds greatest service industries. The paper initially describes and explores the development from Service Management to Design Thinking and how one has gone from merely developing services to designing services. Some conclusions that the paper has discovered are that the insurance companies we studied focus on consumer need. However, the study shows that the companies don't interact with the consumer to the extent that is described in the the theorethical models relevant for the paper. According to the study of Design Thinking, the designer is supposed to be involved throughout the entire process and not merely in the later fases as they are in Service Management. The analysis shows that the insurance companies choose to recruit designers only when they feel it to be neccesary, not involving them in the business development which is the next competitive advantage for companies today.

Submitted by Marta Toyoda (1144061@mackenzie.br) on 2016-12-13T19:41:39Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Rogério Lindo Fratin.pdf: 31656561 bytes, checksum: 90d2f44ea892198c925da5dfb1eae31c (MD5) / Approved for entry into archive by Eliezer Santos (eliezer.santos@mackenzie.br) on 2016-12-19T17:09:43Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Rogério Lindo Fratin.pdf: 31656561 bytes, checksum: 90d2f44ea892198c925da5dfb1eae31c (MD5) / Made available in DSpace on 2016-12-19T17:09:44Z (GMT). No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Rogério Lindo Fratin.pdf: 31656561 bytes, checksum: 90d2f44ea892198c925da5dfb1eae31c (MD5) Previous issue date: 2016-08-05 / This research presents the interface between Education and Design Thinking, which is a method that uses a wide range of knowledge to solve proposed challenges in different areas. In using this methodology to search for changes on the dynamics and relations at school, Education opens the possibility to rethink its characteristics and problems. The present work realizes a research on a second grade mid school’s classroom of a private school in São Paulo, in order to raise its problems and find solutions based on the tools of Design Thinking. For this purpose, analyses, along with the coordination, teachers, inspectors and the canteen’s owner, which obstacles they notice on the teaching-learning process of the school, asking the students, through a printed survey, the positive and negative aspects of this process and what they would like to be improved. The result of the research and its analysis was the creation of a specific Design Thinking tools kit for this school. / A presente pesquisa apresenta a interface entre Educação e Design Thinking, que se trata de um método que usa de conhecimentos variados para resolver desafios propostos em diferentes áreas. A Educação, ao utilizar essa metodologia para buscar mudanças nas relações e dinâmicas escolares, abre a possibilidade de repensar suas características e também seus problemas. Desse modo, este trabalho realiza uma pesquisa em uma sala de aula do segundo ano do ensino médio de uma escola privada de São Paulo a fim de levantar seus problemas e encontrar soluções para eles com base nas ferramentas do Design Thinking. Para isso, investiga, junto ao coordenador, aos professores, aos inspetores e à dona da cantina, quais são os obstáculos que percebem no processo de ensino-aprendizagem da escola em questão, e indaga os alunos, por meio de um questionário impresso e distribuído à turma, a respeito dos pontos positivos e negativos desse processo e do que gostariam que fosse melhorado. O resultado da pesquisa e de sua análise foi a criação de um kit de ferramentas de Design Thinking específico para essa escola.

Submitted by Daniely Januário (daniely.januario@gmail.com) on 2018-03-02T14:47:24Z No. of bitstreams: 1 jonasdasilva.pdf: 8078229 bytes, checksum: 87448415353e50b393a972734bd021e7 (MD5) / Approved for entry into archive by Adriana Oliveira (adriana.oliveira@ufjf.edu.br) on 2018-03-14T18:28:16Z (GMT) No. of bitstreams: 1 jonasdasilva.pdf: 8078229 bytes, checksum: 87448415353e50b393a972734bd021e7 (MD5) / Made available in DSpace on 2018-03-14T18:28:16Z (GMT). No. of bitstreams: 1 jonasdasilva.pdf: 8078229 bytes, checksum: 87448415353e50b393a972734bd021e7 (MD5) Previous issue date: 2017-09-27 / PROQUALI (UFJF) / A sociedade brasileira e a própria Administração Pública anseiam por profundas transformações na gestão da coisa pública, que a torne mais eficaz e proba. Neste sentido, as práticas governamentais relacionadas à participação social sustentada por Tecnologias da Informação e Comunicação (TIC) são vistas como uma alternativa para tornar as instituições públicas mais democráticas, eficazes e responsivas às demandas da sociedade. Embora diversas iniciativas de participação social com o uso de sistemas de informação (SI), também chamados de Ambientes Virtuais de Participação Social (AVPS), estejam sendo concebidas e experimentadas, a participação social no contexto de diversas instituições públicas, ainda é reduzida ou mesmo inexistente. O desafio está em como expandir esta prática, transformando a cultura institucional em relação à participação social. A UNIRIO, como uma Instituição Federal de Ensino Superior (IFES), à princípio um espaço que se espera ser democrático e participativo, é um exemplo onde a participação social, sobretudo com o uso de tecnologias, é pouco ou praticamente não explorada na vivência de sua comunidade. O objetivo deste trabalho foi conduzir uma pesquisa-ação no âmbito da UNIRIO, visando ampliar a participação social da comunidade universitária com o uso de AVPS. A pesquisa-ação foi conduzida no contexto de um projeto voltado à inovação institucional e compreendeu a realização de um evento de desenvolvimento aberto e colaborativo - o primeiro Hackathon da UNIRIO - para o desenvolvimento de AVPS institucionais e a promoção da prática participativa interna. Esta pesquisa possibilitou: a compreensão de quais etapas e atividades devem ser desenvolvidas ao longo de um projeto de Hackathon no contexto de uma IFES para promover a participação social e construir AVPS, como ocorre o engajamento dos membros da instituição e membros externos a ela, o que os motiva, e quais foram os efeitos causados pela realização do evento na UNIRIO. / The Brazilian society and the Brazilian Public Administration look for deep transformations in the management of public affairs, to make it more effective and realiable. Government practices related to social participation supported by Information and Communication Technologies (ICT) are seen as an alternative to make public institutions more democratic, effective and responsive to the demands of society. Although several initiatives of social participation with the use of Information Systems (IS), also called Social Participation Virtual Environments (SPVE), are being conceived and tried, social participation in the context of several public institutions is still reduced or even nonexistent. The challenge is how to expand this practice, transforming organizational culture in relation to social participation. UNIRIO, as a public university is expected to be a democratic and participative space. However, it is an example where social participation, especially with the use of technologies is little or practically unexplored in its community experience. The aim of this work was to conduct an action research within UNIRIO, aiming to broaden the social participation within the university community with the use of SPVE. The action research was conducted in the context of a organization innovation project and comprised an open and collaborative development event - the first UNIRIO Hackathon - aimed at the development of institutional SPVE and the promotion of internal participatory practice. This research made possible the understanding of which steps and activities should be developed during a Hackathon project in the context of an Federal University to promote social participation and build SPVE, such as the engagement of members of the institution and members outside it, which motivates them, and what were the effects caused by the event at UNIRIO.

Denna rapport beskriver ett examensarbete som gått ut på att skapa en ny hemsida till den tryckta tidningen Maskinentreprenören. Projektet resulterade i detaljerade skisser för en webbtidning anpassad för desktop, surfplattor och mobiler. Teoretiska ingångar till projektet är begreppen användbarhet, användarupplevelse, designprinciper, teorier om flerkanalspublicering samt normkritisk design. Stor vikt har lagts på en process enligt modellen Design Thinking, där metoder som enkät, intervju, användartest och personas använts för att skapa förståelse för användarna och tjänsten som skall utformas. Dessa metoder har även kopplats till en normkreativ praktik. Syftet med detta har varit att förstå de nuvarande användarna, men även förstå de potentiella användare som tidigare eventuellt uteslutits. / This report describes a practical exam work on creating a new website for the printed magazine Maskinentreprenören. The project resulted in detailed sketches for an online magazine designed for desktop, tablet and mobile. Theoretical frame work in the project are the concepts of usability, User Experience, design principles, theories of multi-channel publishing and norm critical design. A Design Thinking process has been applied during the project, where methods such as survey, interview, user test and personas were used to create an understanding of the users and the service to be developed. These methods have also been linked to a ”norm creative” practice. The purpose of this has been to understand the current users, but also understand the potential users that previously might have been excluded.

Agilität und Konvergenz bei der Entwicklung physischer Produkte zu verbinden, stellt eine große Herausforderung dar. Basierend auf einem Design Thinking-Ansatz versucht das an der Stanford Universität entwickelte ME310-Produktentwicklungsprozessmodell den Widerspruch in den Zielsetzungen dieser beiden Entwicklungsprinzipien aufzulösen. Über einen qualitativen Fallstudienansatz haben wir die Praktikabilität des ME310-Prozessmodelles für die Entwicklung diskreter physischer Produkte untersucht. Der Beitrag beginnt mit der Beschreibung der grundlegenden entwicklungsmethodischen Prinzipien dieses hybriden Prozessmodelles. Anschließend werden die Ergebnisse unserer empirischen Untersuchung vorgestellt, in der wir die Koevolution von Problem- und Lösungsraum in zehn studentischen Projekten, in denen physische Produkte nach diesem Prozessmodell entwickelt wurden, detailliert nachvollzogen haben. Unsere explorative Studie zeigte, dass die Konvergenz der Lösungsfindung in den Entwicklungsprojekten nicht den theoretischen Vorgaben des Prozessmodelles entsprach, sondern dass es auch in den späten Phasen des Entwicklungsprozesses noch häufig zu Konzeptänderungen bzw. Änderungen des zugrundeliegenden Problemverständnisses kam. Abschließend werden mögliche Ansatzpunkte für die weitergehende Forschung formuliert, welche die Integration von Methoden aus der Konzeptphase des Systems Engineering in das ME310-Prozessmodell beinhalten.

I denna fallstudie har SeventyOne Consulting analyserats som ett exempel på en organisation som verkar under det kommande paradigmet inom kvalitetsutvecklingen. Studien kopplar samman teori från kvalitetfältet med design thinking, paradigmteori och teori om människocentrerad företagskultur. Syftet var att bidra med kunskap gällande vilken roll design thinking och människocentrerad företagskultur kan spela i ett kommande paradigm inom kvalitetsutveckling. Frågeställningarna var: 1. Hur kan det kommande paradigmet i kvalitetsutveckling förstås? 2. Vilken roll kan design thinking och en människocentrerad företagskultur spela i det kommande paradigmet? Metoden inkluderade semi-deltagande observationer av organisationen, icke-deltagande observationer av arbetet med kunder, intervjuer med företagets medlemmar samt dokumentationsanalys. Studien har huvudsakligen genomförts online. Dess resultat har organiserats i den metaforiska och hypotetiska analysmodellen bröllopstårtan, vilken illustrerar hur en människocentrerad företagskultur baserad på psykologisk trygghet, Teal-principer och glädje utgör grunden för att hantera kunders komplexa problem utifrån de metodologiska strategierna relatera och samskapa, eklektisk metod och ett design thinking mindset. Design kapabilitet har analyserats som förmågan att sammankoppla och arbeta utifrån flera olika kunskapstraditioner samtidigt, samt integrera företagskulturer utifrån en människocentrerad bas. Människocentrerad kultur har därmed förståtts som en förutsättning för att kunna möta komplexiteten och innovationskraven som präglar det nya paradigmet, medan design thinking förståtts som en potentiellt användbar metod, förutsatt att design kapabilitet utvecklats. / In this case study, SeventyOne Consulting was analysed as an example of an organisation operating under the coming paradigm in quality management. The study connected theory from quality management, design thinking, paradigm theory and human-centred culture theory. The purpose was to contribute with knowledge concerning what role design thinking and a human-centred culture can play in the coming paradigm of quality management. The research questions were: 1. How can the coming paradigm of Quality Management be understood? 2. Which roles can design thinking and a human-centred culture play in the coming paradigm? The method included semi-participatory observations of the organisation, non-participatory observations with its customers, interviews with its members and document analysis. The study has mainly been performed online. Its result were organised into the metaphorical and hypothetical analytic model of the wedding cake, illustrating how a human-centred culture based on psychological safety, Teal principles and happiness gives the foundation for handling customers’ complex problems through the methodological strategies relate and co-create, eclectic methodology and a design thinking mindset. Design capability was analysed as the ability to connect and work simultaneously with different kinds of knowledge and integrating cultures, while also coming from a human-centredness. Human-centred cultures were thereby understood as an important prerequisite for being able to meet the complexity and innovative demands of a new paradigm, while design thinking was understood as a potentially suitable method, provided that design-capability has been developed. / <p>2021-06-06</p>

Today, learning spaces are stuck in the industrial age with rows of desks and chairs. Differentiated teaching and personalised learning are not effective in traditional learning spaces and should focus on creating future classrooms (Kariippanon, 2017). This thesis is covering how furnishing for learning environments can be improved and designed through a participatory design process with Katedralskolan in Växjö by using recycled materials and additive manufacturing technology. The thesis is also exploring the opportunities of involving stakeholders to create new learning through the additive manufacturing process in interior and furniture design. Together with Katedralskolan and Sculptur, this project is exploring a concept for schools to have integrated education in interior design through semiotics that will contribute to students’ learning and explore large-scale additive manufacturing. The objective is to design a collection of interior products that will inform and communicate at an educational level and how a circular manufacturing technique is possible through 3D-printing using communicating design and semiotics. The aim is also to understand Sculptur’s product development- and manufacturing process through large-scale 3D-printing. The mission statement whereas follows: Develop a furniture concept based on an understanding of the needs of, and participation with, the user group in a co-design process as a case to study the large-scale additive manufacturing techniques together with the given conditions provided by Sculptur. The thesis process has been following an iterative design process called the design thinking process (The Interaction Design Foundation, 2021) and a co-designing process (Sanders, 2018). The design thinking process is a design methodology that provides a solution-based approach to solving problems. The five stages of Design Thinking are as follows: Empathise, Define, Ideate, Prototype, Test. Through studies, surveys, and observations a list of stakeholder needs was created and was used when developing ideas through workshops, drawings, and prototyping. The ideas were then developed into concepts that were tested through both desktop 3D-printing and large-scale additive manufacturing. The concepts were also evaluated by stakeholders as well as through a concept evaluating matrix (Wikberg N., et.al., 2015). The result of this master thesis is the conclusion of the furniture concept as well as the study of large-scale additive manufacturing as an industrial designer. The furniture concept “Unfold lounge chair” is based on stakeholder needs and manufacturing restrictions. It is also an attempt to use theory to make the next generation of pedagogical furnishings using sustainable and circular manufacturing techniques. Through design thinking, the master thesis result was created with a human-centred approach to integrate the needs of people, the possibilities of technology and the requirements for business success (IDEO, n.d.). / Idag sitter läromiljöer fast i den industriella epoken med rader av skrivbord och stolar. Differentierad undervisning och personlig inlärning är inte effektiv i traditionella läromiljöer och bör vara i fokus för att skapa framtidens klassrum (Kariippanon, 2017). Detta examensarbete tar upp hur inredning för inlärningsmiljöer kan förbättras och utformas genom en deltagande designprocess med Katedralskolan i Växjö med hjälp av återvunna material och additiv tillverkningsteknik. Arbetet har också undersökt möjligheterna att involvera intressenter för att skapa nytt lärande genom tillämpning av additiv tillverkning inom inredning och möbeldesign. Tillsammans med Katedralskolan och Sculptur har detta projekt undersökt ett koncept för skolor att ha integrerad utbildning i möbler genom semiotik och pedagogisk design som kommer att bidra till elevernas lärande samt utforska storskalig additiv tillverkning. Målet är att utforma en samling möbelkoncept som informerar och kommunicerar på utbildningsnivå och hur en cirkulär tillverkningsteknik är möjlig genom 3D-printnig med hjälp av kommuniationsdesign och semiotik. Målet är också att förstå Sculpturs produktutvecklings- och tillverkningsprocess genom storskalig additiv tillverkning. Projektets Mission statement var följande: Utveckla ett möbelkoncept baserat på en förståelse av behoven hos användargruppen i en samdesignprocess som ett fall för att studera storskalig additiv tillverkning tillsammans med de givna förutsättningarna från Sculptur. Examensarbetet har följt en iterativ designprocess som kallas design thinking process (The Interaction Design Foundation, 2021) tillsammans med en co-designprocess (Sanders, 2018). Design thinking är en designmetodik som ger en lösningsbaserad metod för att lösa problem. De fem faserna i design thinking är följande: Empathise, Define, Ideate, Prototype, Test. Genom studier, undersökningar och observationer skapades en lista över intressenters behov och användes när idéer utvecklades genom workshops, skisser och prototyper. Idéerna utvecklades sedan till koncept som sedan testades genom både mindre 3D-utskrift och storskalig additiv tillverkning. Koncepten utvärderades också av intressenter samt genom en konceptviktningsmatris (Wikberg N., et.al., 2015). Resultatet av detta examensarbete är sammanfattningen av möbelkonceptet samt studien av storskalig additiv tillverkning som industridesigner. Möbelkonceptet ”Unfold lounge chair” bygger på intressenternas behov samt tillverkningsrestriktioner. Det är också ett försök att använda teori för att skapa nästa generation av pedagogiska möbler med hållbara och cirkulära tillverkningstekniker. Genom design thinking skapades resultatet med ett mänskligt centrerat tillvägagångssätt för att integrera människors behov, teknikens möjligheter och kraven för produktens framgång (IDEO, n.d.).

[pt] O presente trabalho relaciona três eixos temáticos, sob a ótica do Design Social: (1) relações intergeracionais; (2) atividades complementares em instituições de ensino superior; e (3) promoção da longevidade com qualidade. Nele, se considera o crescente e acelerado fenômeno do envelhecimento e o fato de que os universitários dos dias de hoje vão atuar profissionalmente para uma população predominantemente idosa. Seu objetivo é contribuir com métodos e estudos que possibilitem a criação de projetos, que possam atender às necessidades e anseios dos maiores de 60 anos, através de atividades complementares intergeracionais nas universidades, tendo em vista a obrigatoriedade dessas atividades complementares nos cursos de graduação –prevista na legislação brasileira (Parecer número 67 do CNE/CES) –bem como a aceitação e valorização do público sênior frente ao ambiente universitário. Para tanto, o percurso metodológico foi orientado pela etapa de exploração do design de serviços, considerando os processos de revisão bibliográfica relacionada aos eixos temáticos, assim como a aplicação de entrevistas semiestruturadas e questionários elaborados para identificação dos pontos de interseção entre idosos e jovens universitários. Com os resultados obtidos foram criadas personas, e idealizadas possíveis atividades complementares nos cursos de Design, Psicologia e Comunicação. A pesquisa indicou a pertinência dessas ações, na medida em que aproximam os estudantes de uma questão social latente e de grande valia para seu futuro profissional, auxiliando, ainda, a integração social em prol da troca de conhecimentos e da quebra de preconceitos, resultando, por fim, em novos estudos, possibilidades e caminhos capazes de trazer soluções para algumas das demandas do público sênior. / [en] The present work lists three thematic axes, from the perspective of social design: (1) intergenerational relationships; (2) complementary activities in higher education institutions; and (3) promoting longevity with quality. It considers the growing and accelerated aging phenomenon and the fact that today s university students will work professionally for a predominantly elderly population. Its objective is to contribute with solutions to meet the needs and desires of those over 60 years of age through complementary intergenerational activities at universities, in view of the mandatory nature of these activities in undergraduate courses, provided for in Brazilian legislation (Parecer number 67 of the CNE / CES) and the acceptance and appreciation of the senior public in the university environment. To achieve it, the methodological path was guided by the service design exploration stage and considers as methods the bibliographic review related to the thematic axes, as well as the application of semi-structured interviews and questionnaires designed to identify the points of intersection between elderly and young university students. With the results obtained, complementary activities were devised in the courses of Design, Psychology and Communication. The research proved the relevance of these actions to the extent that it brings students closer to a latent social issue that is of great value to their professional future, also helping social integration in favor of the exchange of knowledge and the breaking of prejudices, resulting, finally, in the increase of self-esteem of those over 60 years.

[pt] O envelhecimento vem provocando mudanças significativas na vida das pessoas. De acordo com as Nações Unidas, o número de indivíduos com mais de 80 anos, no mundo, deve triplicar até 2050. Devem triplicar, também, os casos de demência. A longevidade é uma conquista, mas traz consigo o risco de que um maior número pessoas se mostrem incapazes de se cuidar sozinhas. No Brasil, a Constituição estabelece que o amparo ao idoso deve ser executado, preferencialmente, em seus lares. Todavia, cuidar de um idoso com limitações funcionais é complexo e as famílias nem sempre tem condições de fazê-lo. As Instituições de Longa Permanência para Idosos (ILPIs) podem oferecer o apoio que as famílias necessitam no cuidado de seus idosos. Contudo, enfrentam preconceito social e não estão consolidadas como um serviço capaz de ajudar a sociedade a lidar com os desafios do envelhecimento. Esta dissertação fundamenta-se na abordagem do design para a inovação social, de Ezio Manzini, segundo a qual designers devem criar as condições favoráveis para que pessoas sem conhecimento formal em design desenvolvam, de forma colaborativa, soluções adequadas às suas necessidades. A pesquisa teve como objetivo explorar o campo de possibilidades das ILPIs. Para tanto, ferramentas do design de serviços foram utilizadas para conhecer as ILPIs; identificar as principais demandas da família no cuidado do idoso e os principais desafios dos gestores de ILPIs na gestão do serviço. O estudo mostrou a pertinência e a urgência da contribuição do designer especializado no fortalecimento do serviço das ILPIs, via aplicação de métodos e ferramentas colaborativas junto aos diversos stakeholders deste serviço. / [en] Aging has been causing significant changes in people s lives. According to the United Nations, the number of individuals over 80 in the world is expected to triple by 2050. Dementia cases are also expected to triple. Longevity is an achievement, but it brings along a greater number of people in risk of becoming unable to take care of themselves. In Brazil, the Constitution establishes that support for the elderly must be carried out in their homes preferably. However, caring for an elderly person with functional limitations is complex and families are not always able to do so. Long-term care Institutions (LTCIs) can offer the support that families need to care for their elderly. However, they face social prejudice and are not consolidated as a service capable of helping society to deal with the challenges of aging. This dissertation is based on Ezio Manzini s approach to design for social innovation, according to which designers must create favorable conditions for people without formal design knowledge to develop, in a collaborative way, solutions appropriate to their needs. The research aimed to explore the field of possibilities of LTCIs. Therefore, tools of service design were used to get to know the LTCIs; to identify the main demands of the family in the care of the elderly and the main challenges of the LTCIs managers in service management. The study showed the relevance and the urgency of the contribution of the designer specialized in strengthening the service of ILPIs, through the application of collaborative methods and tools with the various stakeholders of this service.