Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-08-24T17:48:41Z No. of bitstreams: 1 Dissert Vania Coutinho Gomes Andrade.pdf: 1719613 bytes, checksum: 5498e8687b81f7ae44beb7c96979f3a7 (MD5) / Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-08-25T16:08:46Z (GMT) No. of bitstreams: 1 Dissert Vania Coutinho Gomes Andrade.pdf: 1719613 bytes, checksum: 5498e8687b81f7ae44beb7c96979f3a7 (MD5) / Made available in DSpace on 2017-08-25T16:08:46Z (GMT). No. of bitstreams: 1 Dissert Vania Coutinho Gomes Andrade.pdf: 1719613 bytes, checksum: 5498e8687b81f7ae44beb7c96979f3a7 (MD5) Previous issue date: 2017-07-04 / Atualmente, o setor de serviços constitui-se em uma das áreas essenciais da vida contemporânea. Por isso, cresce cada vez mais a busca por artifícios que possibilitem às organizações maneiras de inovar, com o intuito de alcançar um maior número de consumidores. A partir daí surgem as metodologias ou ferramentas para incrementar as estratégias de inovação. Portanto, algumas de tais propostas incluem o cliente como o ator principal das pesquisas no processo de criação de serviços. Diante desta perspectiva, a biblioteca entendida como um organismo que trabalha com a entrega de produtos e serviços informacionais também se encontra sujeita ao reprojeto dos seus serviços, fato proposto por intermédio da pesquisa sobre os valores, percepções, necessidades e expectativas dos seus usuários. Através desta concepção, o objetivo deste trabalho se constituiu na utilização da abordagem do Design Thinking como princípio de inovação dos serviços ofertados pela biblioteca do campus Nova Iguaçu, pertencente ao Centro Federal de Educação Tecnológica Celso Suckow da Fonseca (Cefet/RJ), caracterizando a pesquisa em um estudo de caso. Como método e instrumento de coleta de dados foram utilizados: a) um questionário fechado, oriundo da ferramenta LibQUAL (um extrato da metodologia SERVQUAL voltado para bibliotecas), aplicado aos alunos, professores e técnico-administrativos do campus Nova Iguaçu, com o intuito de realizar um levantamento dos atributos/critérios de serviços a serem explorados; b) um questionário aberto, aplicado aos bibliotecários-chefe do Sistema de Bibliotecas; c) um grupo focal com o objetivo de realizar um debate sobre os dados observados e através de um brainstorming se alcançar possíveis ideias inovadoras. / Currently, the service sector is one of the essential areas of contemporary life. Therefore, the search for artifacts that enable organizations to innovate in order to reach a larger number of consumers is growing. From this stand the methodologies or tools to increase innovation strategies. Therefore, some of these proposals includes the client as the main actor of the research on the process of creating services. In this perspective, the library understood as an organization that works with the delivery of products and information services, is also subject to redesign its services, through research about the values, perceptions, needs and expectations of its users. Through this conception, the objective of this work was to use the Design Thinking approach as a principle of innovation of the services offered by the Nova Iguaçu Library, belonging to the Centro Federal de Educação Tecnológica Celso Suckow da Fonseca (Cefet/RJ), characterizing the research as a case study. Thus, as method and instrument of data collection were used: a) A closed questionnaire from the LibQUAL tool (an extract from the SERVQUAL methodology for libraries), applied to the students, teachers and administrative technicians of the Nova Iguaçu campus with the purpose of performing a survey of the attributes / criteria of services to be explored; b) An open questionnaire, applied to the system's chief librarians; c) a focus group with the objective of holding a debate on the observed data and reach innovative ideas through a brainstorming.

設計思考是強調以人為本的創新，透過同理心之觀察、研究，全盤發想整體的創新對策來解決最根本的議題，並以原型製作輔助闡述，創造出新組合和跨領域解決方案，最終達到策略商業設計的目的(Strategic business design)。 現在，純粹以製造為導向、科技為導向的能力與觀念已不足以因應台灣當前所處之市場競爭環境，設計思考闡述回歸人性、回歸關懷顧客的根本需求，「以人為本」，援引社會學家、人類學家的田野調查方法，及開放的動腦會議，提供創新思考模式開發產品、服務甚至是流程或組織變革。 本研究以創新的擴散為研究架構，結合台灣企業實務導入之經驗，與相關領域專家訪談，希望能對台灣企業面臨之挑戰提供建議。 / What is “Design Thinking”? Design thinking is the human-centered innovation that focuses on the issues of observation, accurate definition and early test. Through these processes with empathy base, we are able to come up with a total innovation strategy which solves the fundamental problems. With the help of prototyping, design thinking creates a whole new interdisciplinary innovation achieving the ambition of strategic business design. This system which includes manufacture- oriented abilities and tech-oriented concepts is inadequate for the fierce competition what we live in. Design thinking makes us return to human nature by methodologies of sociology and anthropology. In addition, open brainstorming provides an innovative way for new product development, new service or even organization reforms. This research bases on the “Diffusion of Innovations” written by Everett M. Rogers, and the experiences gained from practical execution of industry and experts, hoping it would give some advice on dealing with nowadays challenges.

<p><strong>Bakgrund:</strong> Den svenska hälso- och sjukvården står idag inför en mängd problem som kommer att förvärras i framtiden. Ökande kostnader, bristande tillgänglighet och växande förväntningar från medborgarna är några av problemen som måste lösas. För att möta dessa problem måste den svenska hälso- och sjukvården förändra sig, något som de historiskt har haft svårigheter med. I andra länder har man använt sig av designtänkande för att förändra sig, med goda resultat. </p><p><strong>Problem:</strong> Vilka faktorer är viktiga för att man ska kunna lösa upp det organisatoriska motståndet mot förändring inom den svenska hälso- och sjukvården? </p><p><strong>Syfte:</strong> Syftet med denna undersökning är att analysera och utvärdera designtänkande som hjälpmedel för förändring av hälso- och sjukvårdsorganisationen. </p><p><strong>Metod:</strong> Undersökningen är kvalitativ och består av en jämförelse mellan förändringsarbeten som genomförts med respektive utan designtänkande. </p><p><strong>Teorier:</strong> Professionsbyråkrati, dominerande idéer och företagets kultur, förändringsanalys, designtänkande och värdestjärnan. </p><p><strong>Empiri:</strong> 17 kvalitativa intervjuer med anställda vid tre sjukhus (Karolinska sjukhuset, S:t Görans sjukhus AB och Mälarsjukhuset) samt tre intervjuer med industridesigners som har genomfört förändringsarbete inom sjukvården. </p><p><strong>Analys:</strong> Analysen är uppdelad i två delar. Först analyserar författarna de förändringsarbeten som har genomförts utan designtänkande följt av en analys av de förändringsarbeten som genomförts med designtänkande. Variabler som är centrala för analysen är; motstånd vid förändring, förankring och involvering. </p><p><strong>Resultat:</strong> Denna undersökning visar att designtänkande är ett utmärkt hjälpmedel för förändring eftersom det är en användarfokuserad och involverande metod som baseras på goda faktaunderlag. Genom att ta in designkompetens utifrån kan hälso- och sjukvården få en bättre helhetssyn av sin egen verksamhet och få hjälp att lösa problem som de ännu inte lyckats lösa själva. </p><p><strong>Slutsats:</strong> De faktorer som är viktiga för att man ska kunna lösa upp det organisatoriska motståndet mot förändring inom den svenska hälso- och sjukvården är att beslutsfattarna närmar sig verksamheten, att man tillför resurser, att förändringar är bättre förankrade i verksamheten och involverar de anställda samt att man tar in kompetens utifrån som kan skapa en samverkan mellan de avdelningar och vårdinstanser som idag inte samarbetar.</p> / <p><strong>Background:</strong> Swedish healthcare is facing a number of problems that will only get worse in the future. Increasing costs, lack of accessibility and growing expactasions from citizens are just some of the problems. The Swedish healthcare system has to change, something that they, from a historical point of view, have had great difficulties with. In other countries design thinking has been a succesful method for change. </p><p><strong>Problem:</strong> Which factors are essential to disolve the organizational resistance to change in Swedish healthcare? </p><p><strong>Objective:</strong> The objective of this study is to analyse and evaluate the design thinking as a method for change in Swedish healthcare. </p><p><strong>Method:</strong> This study uses a cualitative method and compares organizational change processes performed with and without design thinking. </p><p><strong>Theories:</strong> Professional bureaucracy, dominating ideas and company culture, change analysis, design thinking and value star. </p><p><strong>Empiric:</strong> 17 qualitative interviews with employes at three different hospital (Karolinska hospital, S:t Görans hospital AB and Mälarsjukhuset) and three interviews with industrial designers who’ve worked with design thinking and service design within the Swedish healthcare system. </p><p><strong>Analysis:</strong> The analysis consists of two parts. First the authors analyse organizational change processes without design thinking as a method followed by an analysis of organizational change processes with design thinking as a method. Variables that are central for the analysis are; resistance to change, the anchoring of change in the organization and involvement. </p><p><strong>Result:</strong> This paper shows that design thinking is a good method for change in healthcare because it is a user oriented, involving and fact based method. By bringing in design skills from outside the organisation, Swedish healthcare can gain an improved holistic view of its operations and get the help they need to solve the problems that they have yet to solve on their own. </p><p><strong>Conclusion:</strong> Factors that are essential to disolve the organizational resistance to change in Swedish healthcare is that the decision makers must get closer to the organization floor, more resources, better anchored changes processes, involvement of the staff and seeking help outside of the organization to create collaboration between divisions.</p>

近二十年來，環境低碳永續思潮可謂國際城市規劃顯學，各國在城鄉及建築規劃領域之設計思維及技術手法也積極提升，日益精進。台灣政府也不自外於此風潮，施政走向積極回應此地球公民責任，將節能減碳、綠色永續列為政府規劃標案之關鍵議題。工程顧問業面對此項國際競爭挑戰，應透過設計思考程序來養成工程師永續思維，建立解析環境永續低碳議題之整合規劃能力，為本研究之主要研究動機與目的。 本研究爰引歐盟生態城市規劃流程為基礎，導入設計思考理念與手法，建立一套具備全球生態城市規劃思潮、可科學化具體操作雙重特點之整合規劃作業程序。同時，透過平潭總體規劃國際競圖案之實際操練，讓設計團隊體驗在嚴謹的論證前提框架內，藉由科學程序引導，激發出創新提案，也讓設計者體認到整合規劃之必須與重要度。 建置永續城市規劃整合模型亦為本研究之重要成果，主要功能係可檢核運算規劃方案對生態永續層面之達成率。此整合模型以歐盟生態城市規劃流程為主要框架，再納入國內生態社區評估系統之分項指標，兼俱國際前瞻思潮、與國內既有評估系統儘量相容兩項特性。另為因應不同規模尺度規劃任務之精細度要求，將整合模型區分成快速評估及詳實評估兩種版本，並以江蘇啟東濱江新城總體規劃案進行快速評估版之實證演算。 本研究將設計思考導入城市規劃實質作業，誠屬首創，研究成果所建立之整合規劃作業程序與永續城市規劃整合模型，亦屬城市規劃在製程(Process)與供應(Offering)兩類項之創新突破。未來，將持續進行相關專業評估指標之細化、模型執行電腦程式化、成果數值轉化等模型優化擴充，俾使成為引導永續規劃之重要專業工具，戮力工程顧問應盡之企業社會責任。 關鍵詞：生態城市規劃流程、設計思考、永續城市規劃 / During the past two decades, the low-carbon-emission and sustainability should be the two most important issues of urban planning, while all the theory and technical approach related to urban planning are enhanced increasingly sophisticated. Taiwan government is also engaged in this trend. For actively responding to the responsibility as an international citizen, energy saving, carbon reduction, and green sustainable development are requested as key issues of government tenders. Facing these international challenges, how engineering consultancy to develop the integrated planning capability through design thinking process to resolve environmental sustainability and low-carbon agenda, is the principal motive and purpose of this research. Based on the EU eco-city planning process, the integrated planning standard process is established through the concept of design thinking and practices. The global eco-city planning concept and scientific specific operation are both characteristics of this comprehensive planning procedure. Besides, through the practical exercises of Ping-tan conceptual master planning international competition, the design team is experienced how an innovation proposal could be created in this rigorous scientific procedure and the synergy of integrated planning. Establishing the sustainable urban planning integrated model is the important result of this research. This model could evaluate the sustainability commitment of each planning alternatives. The model is developed with the main framework of the EU eco-city planning process and detailed indicators of EEWH-EC model. Taking into account the international forward-looking thought and compatible with the local EEWH-EC model are two significant characteristic of this integrated model. This integrated model is functionally developed into two versions, rapid assessment and detailed assessment, to cope with the different scale of planning tasks. In addition, the rapid assessment version is implemented for the Qi-Dong Riverside new district conceptual master planning project. In this research, the design thinking initiated into urban planning process is a pioneering undertaking. The two findings of this research, integrated planning standard process and sustainable urban planning integrated model, are having innovation breakthrough each other in process and offering of urban planning. The further expansion of the model, Including professional assessment indicators refinement, computer programming implementation, and the output solution formation, will be continued. In the future, the model is expected to be optimized as an important tool for urban planning. It will be the best practice of corporate social responsibility for engineering consultancy. Keywords： eco-city planning process, design thinking, sustainable urban planning

The rapid disposal of products has detrimental effects on environment which is increasing resource consumption for the production of new products, along with the waste production. Therefore, designing long lasting products has great importance for achieving sustainable consumption and production. The present study analyzes the implications of an approach called post-use design thinking for achieving sustainable consumption and production through product longevity. To explore that approach, two educational industrial design projects are analyzed throughout the study. The results suggest that post-use design thinking should be considered at the early stages of the design process. The idea generation exercises developed specifically for this design thinking seem to be helpful in generating design solutions for post-use phase. The results also indicate that the post-use design thinking is feasible in terms of design and production for glass packaging products, which is the specific case analyzed throughout the research.

基隆，一個早期興盛的貿易港口，在搭乘著郵輪來台的日本老婆婆眼中，這個港口似乎還留著她年輕時所見的繁華過往。隨著產業變遷及全台各地後起發展，基隆不再是唯一貨港，反而隨著逐年興起的旅遊業，成了大量郵輪的停靠岸。基隆像是停留在過去的時空中，與現今全球都市的均一化成了極大的反差對照，但卻也因此而保存了自我的地域風貌。 近年來城市興起一股以設計、創意為主導模式，企圖帶領都市走出一條有別於以往的思考模式，都市不再是以大量開發及建設做為金流指標，而是轉向由居民的互動參與及凝聚在地情感的生活指標，城市改由在地出發，重新思考如何在價值與價格、保存與開發、過去與未來中找到平衡。 本研究以基隆市中心為研究範圍，由設計思考模式以發覺、發現、發想、發展四個過程，經由反覆的發散與收聚斂過程，透過城市五行循環與制約特性中建構出平衡機制，分別對標竿案例及研究案例做分析。在標竿案例以美國紐約High Line Park經由城市五行分析其轉化歷程發現其成功是來自於多向的平衡機制。而在研究案例以基隆市中心區域分析在城市五行運行中所導出的問題及找出問題背後的關連性，透過城市五行診斷及分析為基隆市中心的再生提出具體建議。最後經由案例分析中驗證城市五行的歸屬。 / Keelung, a trading seaport boomed in late nineteenth century under the Japanese colonial era, seems still having its former glamour and busy days in the eyes of an old Japanese grandma, who just embarked from a docked cruise liner at the port in present day. Due to the change of core industrial transformation in Taiwan and the raise of other ports, Keelung is no longer the only trading seaport in the region. It has transformed to a popular cruise line destination from the recent increase in the tourism business demand. Contrast to other global cities’ modern and urban movements, Keelung looks like a city staying unchanged from its earlier days. Also because of this frozen in time, the city was able to preserve its charms and geographic terrain. During the recent decades, design thinking and creativity have been the leading model for city development. The intention behind was to create a design concept from a different thought process. Urban development is no longer targeting massive development and construction nor valued by the economic growth. Instead it is focusing on residents’ interactions within and the quality of life for the community. A city is transforming into local communities; and trying to find a balance between its value and price, between conservation and development, and between past and future. The scope of this project is downtown Keelung City. Use design thinking to review the project in four stages: Discover, Define, Develop, and Deliver. From repeated divergence and convergence processes, through the cycle of five elements (in the city) with mutual generation and mutual restriction properties, a balance was formed. The comparison analysis was conducted between the High Line Park Project and this Keelung City Project. First, utilizing the five elements in the city, it was found that the success of the High Line Park project was due to a formed balance between these five. Second, the Keelung City project emphases on using the cycle of five elements to diagnose and analyze the problems and the connections between these problems among smaller sections of the downtown area. In addition, through the diagnosis and analysis, a recommendation was outlined for the Keelung City regeneration. Finally, detailed cases of the project confirm the matching category between the five elements and the city.

Bakgrund: Den svenska hälso- och sjukvården står idag inför en mängd problem som kommer att förvärras i framtiden. Ökande kostnader, bristande tillgänglighet och växande förväntningar från medborgarna är några av problemen som måste lösas. För att möta dessa problem måste den svenska hälso- och sjukvården förändra sig, något som de historiskt har haft svårigheter med. I andra länder har man använt sig av designtänkande för att förändra sig, med goda resultat.  Problem: Vilka faktorer är viktiga för att man ska kunna lösa upp det organisatoriska motståndet mot förändring inom den svenska hälso- och sjukvården?  Syfte: Syftet med denna undersökning är att analysera och utvärdera designtänkande som hjälpmedel för förändring av hälso- och sjukvårdsorganisationen.  Metod: Undersökningen är kvalitativ och består av en jämförelse mellan förändringsarbeten som genomförts med respektive utan designtänkande.  Teorier: Professionsbyråkrati, dominerande idéer och företagets kultur, förändringsanalys, designtänkande och värdestjärnan.  Empiri: 17 kvalitativa intervjuer med anställda vid tre sjukhus (Karolinska sjukhuset, S:t Görans sjukhus AB och Mälarsjukhuset) samt tre intervjuer med industridesigners som har genomfört förändringsarbete inom sjukvården.  Analys: Analysen är uppdelad i två delar. Först analyserar författarna de förändringsarbeten som har genomförts utan designtänkande följt av en analys av de förändringsarbeten som genomförts med designtänkande. Variabler som är centrala för analysen är; motstånd vid förändring, förankring och involvering.  Resultat: Denna undersökning visar att designtänkande är ett utmärkt hjälpmedel för förändring eftersom det är en användarfokuserad och involverande metod som baseras på goda faktaunderlag. Genom att ta in designkompetens utifrån kan hälso- och sjukvården få en bättre helhetssyn av sin egen verksamhet och få hjälp att lösa problem som de ännu inte lyckats lösa själva.  Slutsats: De faktorer som är viktiga för att man ska kunna lösa upp det organisatoriska motståndet mot förändring inom den svenska hälso- och sjukvården är att beslutsfattarna närmar sig verksamheten, att man tillför resurser, att förändringar är bättre förankrade i verksamheten och involverar de anställda samt att man tar in kompetens utifrån som kan skapa en samverkan mellan de avdelningar och vårdinstanser som idag inte samarbetar. / Background: Swedish healthcare is facing a number of problems that will only get worse in the future. Increasing costs, lack of accessibility and growing expactasions from citizens are just some of the problems. The Swedish healthcare system has to change, something that they, from a historical point of view, have had great difficulties with. In other countries design thinking has been a succesful method for change.  Problem: Which factors are essential to disolve the organizational resistance to change in Swedish healthcare?  Objective: The objective of this study is to analyse and evaluate the design thinking as a method for change in Swedish healthcare.  Method: This study uses a cualitative method and compares organizational change processes performed with and without design thinking.  Theories: Professional bureaucracy, dominating ideas and company culture, change analysis, design thinking and value star.  Empiric: 17 qualitative interviews with employes at three different hospital (Karolinska hospital, S:t Görans hospital AB and Mälarsjukhuset) and three interviews with industrial designers who’ve worked with design thinking and service design within the Swedish healthcare system.  Analysis: The analysis consists of two parts. First the authors analyse organizational change processes without design thinking as a method followed by an analysis of organizational change processes with design thinking as a method. Variables that are central for the analysis are; resistance to change, the anchoring of change in the organization and involvement.  Result: This paper shows that design thinking is a good method for change in healthcare because it is a user oriented, involving and fact based method. By bringing in design skills from outside the organisation, Swedish healthcare can gain an improved holistic view of its operations and get the help they need to solve the problems that they have yet to solve on their own.  Conclusion: Factors that are essential to disolve the organizational resistance to change in Swedish healthcare is that the decision makers must get closer to the organization floor, more resources, better anchored changes processes, involvement of the staff and seeking help outside of the organization to create collaboration between divisions.

近數十年來，服務經濟蓬勃發展，使得服務設計在各個產業中嶄露頭角，也帶動了製造型企業進行轉型的浪潮。要設計一個令使用者滿意的服務需要對使用者深入的了解。然而，要從使用者身上得到洞見(insights)必須倚賴服務設計師的經驗及能力，對於經驗較少的設計師以及產品導向思維的企業是相當困難的。過去雖然已有許多探討設計師能力的研究，但對於如何以資訊系統輔助服務設計的過程仍鮮少有研究。本研究首先建構服務設計師在做洞見發現(insight discovery)時，會如何操作他們的認知模型(mental imagery)來讓資料變成有意義的資訊，接著提出一個以 ConceptNet 為知識庫的資訊系統 - Discover+ 來輔助這個過程。另外，我們也提出了洞見深度地圖(Insight Depth Map)，作為衡量洞見影響力的模型。期望本研究能對於服務設計及設計管理的領域有所貢獻，也希望能幫助所有的服務設計師。 / Service economy has been under the spotlight during past decades as well as design thinking has been widely promoted in recent years. Developing a desirable service needs in-depth understanding to customers. However, in the past, discovering insights from customers usually depends on designers’ experiences. It’s hard to do it well for novice designers as well as enterprises with G-D logic mindsets. Although some researches have been done on designers’ ability, little information is available on information technology facilitating the service design process. In this research, we propose an IT artifact with the commonsense knowledge in ConceptNet to facilitate the insight discovery process. We also propose a concept of insight depth which can be a measurement of the influential extent of insights. This research is believed to shed light on both the management and design field for services. We expect this can help no matter who are designing services.

Submitted by Milena Rubi (milenarubi@ufscar.br) on 2017-06-01T14:03:52Z No. of bitstreams: 1 LEONESSA_Nathalia_2016.pdf: 56993911 bytes, checksum: c3674f0762a44d85df19038a13d9f2d2 (MD5) / Approved for entry into archive by Milena Rubi (milenarubi@ufscar.br) on 2017-06-01T14:14:25Z (GMT) No. of bitstreams: 1 LEONESSA_Nathalia_2016.pdf: 56993911 bytes, checksum: c3674f0762a44d85df19038a13d9f2d2 (MD5) / Approved for entry into archive by Milena Rubi (milenarubi@ufscar.br) on 2017-06-01T14:14:33Z (GMT) No. of bitstreams: 1 LEONESSA_Nathalia_2016.pdf: 56993911 bytes, checksum: c3674f0762a44d85df19038a13d9f2d2 (MD5) / Made available in DSpace on 2017-06-01T14:14:40Z (GMT). No. of bitstreams: 1 LEONESSA_Nathalia_2016.pdf: 56993911 bytes, checksum: c3674f0762a44d85df19038a13d9f2d2 (MD5) Previous issue date: 2016-12-12 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / The methodologies currently used by startups for market discovery and software development focus on a more agile and fast development, aiming to obtain learning about the potential market. Often, these methodologies set aside good software development practices to make the process faster and more dynamic, with constant end-user participation. If, on the one hand, the use of methodologies such as Scrum and RUP for software development can result in the development of technological solutions that are not used by users due to the lack of participation in software construction, on the other hand, they bring many benefits when it comes to project management and software quality. In contrast, the opposite occurs to the methodologies and tools currently used by startups, such as Lean Startup, Customer Development, Thinking Design and Business Model Canvas. These methodologies and tools focus on the discovery and validation of the market, without concern for the final quality of the product developed for the client, impacting directly. This impact can also be a waste of time in developing a product that no one will be able to use because of the large number of failures or even it never be finalized due to management problems. The lack of concern for good management of a development project, and its final quality, can do as much damage as the lack of approximation with the potential client. Moreover, in an environment of extreme uncertainty, unknown variables should be reduced in order to achieve overall development success, not just business models. The use of good Software Engineering practices may allow obtaining more information and technical data about the solution developed, which directly impact the user. This information can be used as a basis for decision making, thereby reducing risks related to final product quality and project management, making it easier for potential customers to use, and leaner development. In this sense, this work proposes a software development methodology for startups, Startup Kaizen (SK). SK integrates good practices of methodologies such as RUP and Scrum with methodologies focused on validation and market discovery, such as Lean Startup, Customer Development, Thinking Design and Business Model Canvas. This union of good software engineering practices with market discovery aims to minimize the risk variables for the creation of a new company, whether related to market or management and software quality. After the creation of Startup Kaizen, a case study was performed with its application with graduate students in Computer Science at the Federal University of São Carlos in Sorocaba. This application allowed the data collection to analyze the results in the form of a case study. / As metodologias atualmente utilizadas por startups para descoberta de mercado e desenvolvimento de software focam no desenvolvimento mais ágil e rápido, visando a obtenção de aprendizado sobre o mercado de atuação. Muitas vezes, essas metodologias deixam de lado boas práticas de desenvolvimento de software para que ele seja realizado de forma mais dinâmica e rápida, com constante participação do usuário final. Se, por um lado, a utilização de metodologias ágeis como Scrum e metodologias mais tradicionais como RUP, para o desenvolvimento de software pode resultar no desenvolvimento de soluções tecnológicas que não são utilizadas pelos usuários por falta de uma constante participação deles na construção do software, por outro lado, elas trazem inúmeros benefícios quando se trata de gerenciamento de projeto e qualidade de software. Em contrapartida, o oposto ocorre para as metodologias e ferramentas atualmente utilizadas por startups, tais como Lean Startup, Customer Development, Design Thinking e Business Model Canvas. Essas metodologias e ferramentas focam na descoberta e validação de mercado, sem a preocupação com a qualidade final do produto desenvolvido para o cliente, impactando-o diretamente. Esse impacto pode também acarretar um desperdício de tempo no desenvolvimento de um produto que ninguém conseguirá utilizar, devido à grande quantidade de falhas, ou até que nunca será finalizado, devido a problemas de gerenciamento. A falta de preocupação com um bom gerenciamento de um projeto de desenvolvimento, e sua qualidade final, podem trazer tantos prejuízos quanto a falta de aproximação com o potencial cliente. Além disso, no ambiente de extrema incerteza, as variáveis de insegurança devem ser reduzidas ao máximo possível visando a obtenção de sucesso no desenvolvimento como todo, e não apenas em relação a modelos de negócios. A utilização de boas práticas de engenharia de software pode possibilitar a obtenção de mais informações e dados técnicos sobre a solução desenvolvida, que impactam diretamente o usuário. Essas informações podem ser utilizadas como base na tomada de decisão, diminuindo assim, os riscos relacionadas a qualidade final do produto e gerenciamento de projeto, facilitando a utilização por seus potenciais clientes, além de um desenvolvimento mais enxuto. Neste sentido, este trabalho propõe uma metodologia de desenvolvimento de software para startups, o Startup Kaizen (SK). O SK agrega boas práticas de metodologias como RUP e Scrum com metodologias com foco na validação e descoberta de mercado, como Lean Startup, Customer Development, Design Thinking e Business Model Canvas. Essa união de boas práticas de engenharia de software com a descoberta de mercado, tem como objetivo minimizar as variáveis de risco para a criação de uma nova empresa, sejam elas relacionadas a mercado ou gerenciamento e qualidade de software. Após a criação do Startup Kaizen, foi realizado um estudo de caso com sua aplicação com alunos de pós-graduação em Ciências da Computação da Universidade Federal de São Carlos em Sorocaba. Essa aplicação permitiu a coleta de dados para análise dos resultados na forma de estudo de caso. / 33001014

Despite being explored and constantly improved through the years, onboarding of new hires in corporate organizations has remained a challenge. Many of the issues can be linked to a lack of communication between the organization and the new employee, as well as the common nature of these environments where information is spread across job titles and sources. This thesis discusses the feasibility of implementing a basic chatbot that will allow new hires to ask questions and request varied information at all times, using an interface such as a messaging app. This research explores the way chatbots should be designed in order to be effective, reliable and enjoyable from a user experience perspective. The chatbot was developed using the Chatfuel platform and tested by new employees at a corporate environment. The users were requested to explore the chatbot freely and then asked to answer a survey. The interactions were also recorded and analyzed from in both qualitative and quantitative ways (chat logs and analytics). The study proves that an onboarding chatbot is a useful tool for new hires and can be used as a communication facilitator between the organization and the new hires during the first weeks of employment, and also after that, serving as an information source and a broadcasting method. The chatbot gives the new hires an accessible source of information that helps on the process of getting to speed, and enables a positive experience that increases familiarity in the new workplace.