[pt] Em 2017 o número de pessoas com 60 anos ou mais chegou a um bilhão, e atingirá os 2,1 bilhões em 2050 (ONU, 2017). No Brasil acrescenta-se o fato de estarmos envelhecendo em ritmo acelerado. Entre 1940 e 2017 (IBGE, 2018), passamos a viver 30 anos a mais. Nesse cenário, e sob o olhar do Design, esta tese busca contribuir para a longevidade com qualidade, a partir de serviços de extensão universitária. Para tanto, foram investigados e correlacionados os eixos temáticos: o público 50 mais (faixa etária correspondente à transição entre vida laboral e aposentadoria); empreendedorismo sênior (que inclui empreendedorismo social, autoempreendedorismo e intraempreendedorismo) e extensão universitária (conceito recorrentemente revisto em fóruns de pró-reitores de extensão). O percurso metodológico foi estabelecido a partir de minha atuação no Programa de Educação Continuada PUC-Rio mais de 50 e teve como base o Design de Serviços e métodos participativos, de observação participante e de associação livre de palavras. Este trabalho foi guiado pelo Design Emocional e resultou no Programa de Iniciação Científica e Tecnológica Sênior PUC-Rio (PICT Sênior), caracterizado pela participação do 50 mais em grupos de pesquisa da PUC-Rio. Esse serviço, replicável, foi criado com a colaboração de professores pesquisadores de diversos departamentos da universidade, e com o suporte da Coordenação de Iniciação Científica; da Coordenação Central de Extensão, da Vice-Reitoria de Desenvolvimento e da gerencia de Recursos Humanos. O primeiro protótipo, realizado entre outubro de 2017 e setembro de 2018, atendeu seis 50 mais+; o segundo, com previsão de término para janeiro de 2020, atendeu o mesmo número de participantes. O PICT Sênior se revelou um novo caminho para o público 50 mais, oferecendo-lhe papeis de colaboradores e empreendedores da própria vida e confirmando a universidade como espaço para a promoção da longevidade com qualidade. / [en] In 2017 the number of people aged 60 and over has reached one billion, and will reach 2.1 billion by 2050 (UN, 2017). In Brazil we add that we are aging fast. Between 1940 and 2017 (IBGE, 2018), we started to live 30 years more. In this scenario and under the Design view, this thesis seeks to contribute to longevity with quality, from university extension services. To do so, the following thematic axes were investigated and correlated: the 50 public (the age range corresponding to the transition between working life and retirement); senior entrepreneurship (including social entrepreneurship, self-entrepreneurship, and intrapreneurship) and university extension (a concept that is re- peatedly revised in extension pro-rector forums). The methodological course was established from my performance in the Continuing Education Program PUC-Rio mais de 50 and was based on the Design of Services and participatory methods, participant observation and free association of words. This work was guided by Emotional Design and resulted in the Programa de Iniciação Científica e Tecnológica Sênior da PUC-Rio (PICT Senior), characterized by 50 participation in research groups at the PUC-Rio. This replicable service was created with the collaboration of research professors from various university departments, among others and support of the Coordination of Scientific Initiation; Central Extension Coordination; ViceDean of Development and Human Resources. The first prototype, carried out from October 2017 to September 2018, served six 50, and the second, scheduled to end in January 2020, met the same number of participants. The PICT Senior was a new way for the 50 audience, giving them a role of collaborator and entrepreneur of life itself, confirming the university as a space to promote longevity with quality.

The purpose of the study has been to execute an investigation on digital collaborative services, and their connections to onsite activities, throughout empirical experimentation, with a combined participatory design methodology and lab approach. The research focused on how an online platform, in addition to onsite events, could seed a public collaborative service. The chosen context for prototyping the service was the Rome’s library network, where during a phase of economic and job crisis, the library role is even more crucial, as one of the most locally active user centered services. The library wants to readdress its mediation ability towards educational activities who present an unsaturated potential, aimed at increasing users long term job potential and labour market orientation.
The workshops with local students, library staff, and local NGO, highlighted the need of an online platform in combination with onsite events, that could fill the main gaps that prevent the building of continuos relations with the users, adding a new core touchpoint will change the user experience of the current service, generating a new service flow.
The online and onsite service was tested in the month of July 2014, with 5 seminars, and a decent online participation, focusing on the main feature of the service: directly influence the service, to actively choosing its contents, the most voted events’ themes that become seminars.
The users are able to adapt the service to their personal needs, making the system modifiable, creating dialog between the users and the service, sharing many communal traits with a meta-design environment. 
The current state of the service prototype can not be considered a collaborative service, since the users can reach the role of co-designer - even if can be considered a social innovation project. However this service prototype has the potential to seed a transformation towards a public collaborative service. The user could gradually build a continuos relation to the service, as far as becoming a co-provider.

<p dir="ltr">In response to the need for a modernized platform in the medical device industry, this thesis introduces the design of a comprehensive digital B2B (business to business) marketplace. The objective is to provide buyers with a user-friendly interface for streamlined purchases and communication with sellers, while empowering sellers with tools to expand their reach and simplify operations. The methodology involved a combination of on-site case studies, literature reviews, industry research, and user surveys to inform the design process. Through the use of wireframing and user interface design, a cohesive two-part digital service was developed to meet the specific needs of both buyers and sellers effectively.</p><p dir="ltr">The results demonstrate a successful integration of buyer-centric features for enhanced purchasing and seller-centric tools for efficient order fulfillment. For buyers, the marketplace offers an easy-to-navigate interface, transparent pricing, and improved communication channels with sellers. For sellers, it provides a platform to showcase products, manage inventory, and engage with potential buyers. The practical implications of this marketplace highlight the current lack of transparency in pricing and the potential benefits for both buyers and sellers through increased control and direct sales opportunities. By enabling manufacturers to market their products directly, the marketplace offers a solution to reliance on third-party sellers, ultimately enhancing efficiency and transparency in the medical device procurement process.</p>

Die Konferenz »Entwerfen – Entwickeln – Erleben« bietet ein besonderes Podium zum Austausch von Wissenschaft und Praxis entlang des Produktentwicklungsprozess mit einem Schwerpunkt Industrial Design. Der vorliegende Band enthält Beiträge der Sessions zum Industrial Design sowie ausgewählte Posterveröffentlichungen der Konferenz 2016. Darin werden Themen und Ansätze von der Anwenderintegration, neuen Prototypen, Service Design, User Experience und der Gestaltung von Emotion über Design in der Digitalen Revolution und für eine nachhaltige Zukunft, Design in mobilen und für Sicherheitsanwendungen bis hin zu Designmanagement, Feasibilitydesign und Reengineering vorgestellt und diskutiert. Die Technische Universität Dresden und technischesdesign.org ermöglichten in Kooperation mit der Gruppe Virtuelle Produktentwicklung der Wissenschaftlichen Gesellschaft für Produktentwicklung (WiGeP) und dem Rat für Formgebung die fachübergreifende Diskussion des Schwerpunkt-Themas inmitten der interdisziplinären Dresdner Wissenschaftslandschaft. Ein zweiter Band »Entwerfen Entwickeln Erleben 2016« (ISBN 978-3-95908-062-0, herausgegeben von Ralph Stelzer) fasst die Beiträge zur Konstruktionstechnik und zur Virtuellen Produktentwicklung zusammen.

Die Konferenz »Entwerfen – Entwickeln – Erleben« bietet ein besonderes Podium zum Austausch von Wissenschaft und Praxis entlang des Produktentwicklungsprozess mit einem Schwerpunkt Industrial Design. Der vorliegende Band enthält Beiträge der Sessions zum Industrial Design sowie ausgewählte Posterveröffentlichungen der Konferenz 2016. Darin werden Themen und Ansätze von der Anwenderintegration, neuen Prototypen, Service Design, User Experience und der Gestaltung von Emotion über Design in der Digitalen Revolution und für eine nachhaltige Zukunft, Design in mobilen und für Sicherheitsanwendungen bis hin zu Designmanagement, Feasibilitydesign und Reengineering vorgestellt und diskutiert. Die Technische Universität Dresden und technischesdesign.org ermöglichten in Kooperation mit der Gruppe Virtuelle Produktentwicklung der Wissenschaftlichen Gesellschaft für Produktentwicklung (WiGeP) und dem Rat für Formgebung die fachübergreifende Diskussion des Schwerpunkt-Themas inmitten der interdisziplinären Dresdner Wissenschaftslandschaft. Ein zweiter Band »Entwerfen Entwickeln Erleben 2016« (ISBN 978-3-95908-062-0, herausgegeben von Ralph Stelzer) fasst die Beiträge zur Konstruktionstechnik und zur Virtuellen Produktentwicklung zusammen.:Hybride Prototypen im Design Sebastian Lorenz · Maria Klemm · Jens Krzywinski 11 Anwenderintegration in strategische Designprozesse von Industriegütern Frank Thomas Gärtner 23 Die Relevanz semiotischer Dimensionen als „System der möglichen Fehler“ für die Usability Klaus Schwarzfischer 37 Service Design = Kognitives Design – Über die Gestaltung von Berührungspunkten und Perzeption in analogen und digitalen Benutzungskontexten Oliver Gerstheimer 51 Design und User Experience in der Flugsicherung – Assistenzsystem zur Fernüberwachung im Multi-Airport-Betrieb Rodney Leitner · Astrid Oehme 63 Die Gestaltung in Zeiten der Digitalen Revolution Gerhard Glatzel 79 Designing a Sustainable Future with Mental Models Anke Bernotat · Jürgen Bertling · Christiane English · Judith Schanz 91 Design in globalen Industrien – Ein Blick hinter die Kulissen von Dräger Herbert Glass · Matthias Willner 105 Untersuchung von emotionalen Wirkungsmechanismen im Produktdesign Mareike Roth · Oliver Saiz 115 Strak als Schnittstelle zwischen Design und Konstruktion – Ergebnisse einer Prozessberatung bei Miele Norbert Hentsch · Matthias Knoke 127 Feasibility Design – „Designqualität in Serie bringen“ Knut Lender 139 Experimenteller Ansatz zu Effekten subjektiven Erlebens in VR-basierter Risikobeurteilung Patrick Puschmann · Tina Horlitz · Volker Wittstock · Astrid Schütz 153 Simulation komplexer Arbeitsabläufe im Bereich der digitalen Fabrik Thomas Kronfeld · Guido Brunnett 169 Vom Wert der designerischen Perspektive des Erlebens beim Re-Engineering von Produkten: ein Best-Practice-Project Philip Zerweck 183 Vorgehensweisen zum Einsatz universitärer Produktentwicklung als Innovationstreiber Bernd Neutschel · Martin Wiesner · Michael Schabacker · Sandor Vajna 197 Considering emotional impressions in product design: Taking on the challenges ahead Susan Gretchen Kett · Sandro Wartzack 215 Methode zur Verbesserung der Usability durch gezielte Förderung mentaler Modelle Marcus Jenke · Karoline Binder · Thomas Maier 233

La conception d’un produit ou d’un service en Santé est un processus complexe et risqué. Il doit intégrer dans les phases précoces de conception les normes, les contraintes réglementaires, les données de surveillance et d’évaluation de la sécurité jusqu’à l’autorisation de mise sur le marché pour les dispositifs médicaux, mais également les préférences des utilisateurs experts : professionnels de santé ou non-experts : patients. Dans le marché compétitif des nouveaux produits ou services en Santé, l’enjeu pour les ingénieurs est de faire coïncider les besoins des utilisateurs à leur contexte et usages tout en intégrant toutes les parties prenantes du système de soin. Innovation médicale, technologique et organisationnelle, la télémédecine (TM) est l’utilisation des nouvelles technologies pour délivrer des actes médicaux. L’objectif de cette thèse est la mise au point d’une méthodologie centrée sur les utilisateurs et leurs usages pour concevoir, développer, intégrer et valider une application dermatologique de la TM : la télédermatologie. L’opportunité de validation de cette méthodologie pour intégrer et déployer un service innovant dans un service de dermatologie y est également discutée. / Designing product or services for healthcare system is highly complex, costly and risky. It combines constraints such as being a multi decisional and multilevel system with specific financial model linked to the state the healthcare system organization belongs to. In the highly marketing-time sensitive context of innovative products or services, there is challenge for designers to be able to match the new design to the users’ needs, answering to their context or usages while integrating all system stakeholder components. Telemedicine (TM) is the use of ITtechnologies to provide medical care or medical advice. It is considered a care delivery transformation combining medical, technological and organizational innovation. Using the example of Teledermatology a dermatological application of TM, this PhD develops a methodology based upon users contexts and usages to design integrate and provide an assessment model to decision makers. The opportunity to implement and integrate the service in French department of dermatology is discussed.

This thesis concerns Patient Experience (PX), in hospital maternity care in Sweden. The focus lies in the development of a measure to describe the current state of PX. The thesis uses a semi-sequential mixed-methods study design; exploration of the patient journey, through qualitative methods, informs the adaptation of an existing maternity care experience survey instrument. The resulting survey instrument is tried in a pilot study and renders a composite measure of PX. Part of the analysis is dedicated to understanding the e!ect of information and communication in PX; Exploratory Factor Analysis is used to test the model and attempt an answer. The results show that it is possible to describe PX using the proposed survey instrument. The composite measure preserves di!erences in perceptions better than an arithmetic average of two discrete VAS-1 type measurements, and is more appropriate when measuring attitudes, and opinions using Likert-type measures. A three component solution describes 65.44% of the total sample variance. Determining to what degree PX is influenced by information and communication remains di"cult to quantify, but these initial results indicate that the manner of the attending sta! during aftercare and the respondent’s mastery of information during discharge are important dimensions of patients’ total PX (ANOVA R .695, R Square .483). The model’s three components are almost entirely built from items that address interpersonal skills and information assimilation. These correspond to two of the three Service Quality Dimensions, namely Interaction Quality and Outcome Quality. Most important of the three is the component “Chemistry in aftercare”. The predictive strength of the model shows merit under the context of the study and could advise further e!orts to develop measurements for PX in maternity care in a Swedish hospital setting. Lastly, this study contextualises Service Design in hospital maternity healthcare; the study therefore o!ers ample opportunity for innovation. / Arbetet handlar om Patientupplevelse (PU), i förlossningsvården i Sverige. Fokus ligger på utvecklingen av ett mätvärde att beskriva den nuvarande patientupplevelsen. Arbetet använder kvalitativa och kvantitativa metoder (mixed-methods), i en semi-sekventiell design; utforskning av patientresan ligger till grund för anpassningen av ett existerande mätinstrument. Det nya mätinstrumentet testas i en pilotstudie och ger ett kompositmätvärde av PU. En del av analysen ägnas åt att förstå vilken e!ekt information och kommunikation har på PU; Explorativ faktoranalys används för ändamålet. Resultaten visar att det är möjligt att beskriva PU genom det föreslagna mätinstrumentet. Det resulterande kompositvärdet är bättre på att beskriva skillnader i uppfattning än ett medelvärde av två diskreta variabler av VAS-1 typen, och är också lämpligare när attityder och åsikter mäts med hjälp av Likert-skalor. En trekomponentslösning beskriver 65.44% av den totala stickprovsvariansen. Att avgöra hur mycket PU påverkas av information och kommunikation förblir svårt att kvantifiera, men dessa inledande resultat visar att patientbemötande under eftervårdstiden och patientens förmåga att bemästra information under utskrivningen är viktiga dimensioner av patienters totala PU (ANOVA R .695, R Square .483). Modellens tre komponenter är nästan uteslutande uppbyggda av variabler som fångar upp personliga relationer och assimilering av information. Dessa motsvarar två av de tre dimensionerna i Servicekvalitetsmodellen, nämligen Interaktionskvalitet och Utfallskvalitet. Viktigaste komponenten är Personlig kemi under eftervården. Modellens förutsägningsstyrka visar förtjänst under studiens kontext och kunde informera framtida ansträngningar att utveckla mätvärden för förlossningsvården inom svensk sjukhusmiljö. Till sist kan nämnas att studien kontextualiserar Service Design inom förlossningsvården; studien erbjuder därför omfattande möjligheter för innovation.

由於資訊科技的發展，提供顧客商品與服務的溝通等價值觀也隨之改變，新興服務業是依賴網際網路和資訊技術所發展而來的，全球產業結構呈現出“工業型經濟”向“服務型經濟”轉型的總趨勢，服務逐步被重視。人類社會第四次的革命“服務革命”，就是服務科學，社會和技術共同演進的科學，以資訊科技為基礎改革服務整體。加上網路效應，讓人們可以透過共同設計思考，為世界帶來創意及新事物的催化劑，將跨領域的人才結合起來，利用群策群力及不同領域的思考藝術互相激盪，激發出創意。將這些觀點整合起來，提出一個共同創造服務的架構，讓人們在獲得服務的同時，也參與創造服務，得到服務的最佳化。本研究透過服務科學的服務組成、服務流程、以及服務價值三方面來探討，並採用結合協同式共同演化基因演算法、互動式基因演算法所組合成的協同互動式共同演化基因演算法，以共同演化的方式，達到使用者的設計需求。系統共分四大模組：設計問題定義模組、設計建議模組、協同互動式共同演化模組、評估模組，將設計思考、共同創作並演化的概念，並透過互動式基因演算法修正適應函數評估的偏差，讓顧客設計過程中，得到最佳化的服務。本系統之預期貢獻分為：(1)利用服務科學創新設計服務e化傳遞。(2)為服務科學提供應用典範與原件發展方向。 / The notion of service science addresses the use of information technology to reform services in terms of designing thinking and value co-production, bringing the catalyst of the innovation to the service world. This paper proposes a novel e-service platform about interior design featuring (semi-)automated mutualism of co-produced values. This platform encompasses a few autonomous cognitive learning components to guarantee effective accomplishment of reaching a user's design demand. These components include models of interior design concepts, cooperative co-evolutionary genetic algorithm (CGA) and interactive genetic algorithm (IGA). The intended contributions of this platform are two-folds: (1) Showcase an intelligent service design as characterized by the sixth quadrant of Figure1. (2) Provide some intelligent service design components (e.g., CICGA) for unfolding future systematic service innovation in service science.

本研究將原有概念工程的服務設計方法，結合預測市場的理論，設計出一套新的概念設計流程，就是因為服務業的特性與傳統製造業的模式大不相同。過去單方面的由公司或是廠商設計產品，顧客只能從現有產品中挑選買單的狀況將越來越不復存在。在未來服務業的世界中，越發重視與顧客間的互動，在設計的過程中就與顧客有高度的互動，強調服務是與顧客共同創作的成品，服務永遠沒有最後的完成版本，只有不斷因應環境與顧客需求改變的beta測試版本。就是因為加入人這樣極度不安定的因素，造成整體服務在設計上的困難，除此之外，也由於需要顧客的高度參與也導致設計時間成本的激增，環境的瞬息萬變，無法即時掌握顧客的需要並快速做出反應，無論是在現在與未來都將是嚴重的致命傷，也因此組織與個人都將面臨嚴峻的考驗。如何在服務水準與開發成本之間取得一個平衡點，正是本研究所希望能提供的。 / In service exchange, both providers and customers are involved in shaping the continuum of value co-production. Combining the concepts of prediction market and concept engineering, service concept design engaged by providers and customers can become much efficient and economical. The providers and customers in service industry are changing all the time. In this industry, there are many uncertain factors to consider and it is important for a design team to establish the relationship with their customers and unfold a service concept design process which can meet consumers’ expectations and needs. This study proposes an IT-enabled process of new service concept design grounded on the analytical model of precision market to achieve the design goal while minimizing the concept development cost by collective customer involvement. This IT-enabled service concept design process comprises four parts (Collecting the voice of the customers, Requirement rater, Concept generator and Concept selector) unfolding the customer-based design of new service concepts in order to meet the customer needs and potentially improve customer satisfaction in light of the uncertainty and the dynamics in what the customers want for services.

An increasing amount of both physical and mental layers keep distancing urban dwellers from the biophysical envi- ronment that we often call nature. Environmental psycholo- gists have coined the term ‘extinction of experience’ to de- scribe the decreasing amount of encounters urban dwellers have with the natural environment. With the depletion of these experiences we have less relation to the natural world. And what we cannot relate to, we find hard to value. The intent has been to explore new ways urban dwelling adults could interact with the natural environment in order to help them relate to the abstract notion of biodiversity. The final concept is inspired by expert and user insights gathered through ethnographic research methods. The resulting design concept is a service and product eco- system that is based in the field of soundscape ecology.