「自動」已是舊名詞，取而代之的是「無人」。 零售業也一樣吹起了「無人」風，引燃此波競逐的非為2017年1月正式推出「Amazon Go」所屬，而回想零售業才自於2013年宣稱將邁入4.0時代，啟動全通路經營模式（Omni-Channel）運動，3年後立即進入了無人時代，反觀傳統通路商以不變應萬變之姿繼續立於零售商與品牌製造商中間，事實上其價值已明顯地逐步限縮，甚或僅餘傳統的物流、庫存調節及應收融資價值。隨著金融也來到4.0的無實體之虛擬貨幣時代，其可能徹底改變信用風險的問題，而工業4.0更已開始重塑生產價值鏈，在這一巨浪變化中，可能因根本結構的改變，通路商能真的被去中心化。通路商必須即早尋求在此新產業結構下的新價值及經營模型，與時俱進以永續發展。 　　本論文研究將專注在資訊通路商於新零售之全通路經營模式(Omni-Channel)下，如何以服務設計的思維，引入結合終端消費者，擴增通路商價值，創造消費者、零售商、通路商、製造商多贏的創新商業模型。

區塊鏈是一種高可行性的基礎建設技術，不僅能提高效率、降低建設成本，其交易透明化和避免篡改等特性更使之得以被廣泛應用。由於資訊科技蓬勃發展，互聯網革命伴隨著客戶主導邏輯的興起，平台思維對於服務設計而言早已不敷使用。因此，區塊鏈數位生態系統將成為下一代服務設計的解決方案，強調生態系統中利益相關者的價值共創欲目標追求。 以現況而言，仍有許多服務無法在現實中發展或得以維持，網路效應的影響在數位環境中是極為強大且不容忽視的。我們的研究旨在由此出發衡量區塊鏈數位生態系統的成敗。我們提出的方法能使設計師基於理解關鍵多數的實現和網絡效應水平的大小，來瞭解其設計的可適應性與競爭力，這是一個數位生態系統能否突破真空的關鍵。此方法還提供如何提升設計的指南，使服務設計能更有機會地進入網路效應的爆炸階段。 / Blockchain is an infrastructure technology not only restricted to the financial industry, but also feasible and affordable to facilitating the operation of service provision with efficiency, lower construction cost, information transparency and non-falsified characteristics. By virtue of the information technology booms swiftly, the revolution which Internet brings about, accompanies with the rise of customer-dominant logic, platform thinking is no longer sufficient for the service design. Consequently, blockchain-based digital ecosystem becomes a solution of the next generation’s service design aspect which stresses on value co-creation among all the stakeholders of the ecosystem and proceeds to the same proposition. However, there are many service provisions unable to launch or sustain in reality. The network externality of the Internet is the most powerful, indispensable and un-negligible effect in the digital environment. Our study aims to estimate and measure the success or failure of blockchain-based digital ecosystems from this perspective. We propose a method which enables blockchain-based digital ecosystem designers to comprehend with the adaptability and competitiveness of the fulfillment of the critical mass and the examination of network effect level. They are crucial to pass through the vacuum stage of ecosystem lifetime. The method also provides guides about how to improve the designs in order to have a greater opportunity to get into the explosion stage of ecosystem lifetime.

The aim of this study is to contribute with knowledge regarding how artificial intelligence (AI) can be used as a tool for communicators, as well as what impact the use of AI will have on the field of strategic communication in Sweden. By using a qualitative interview method, we have captured the knowledge and speculations in this subject amongst four prominent professionals within the field of communications who also have knowledge and experience with AI. The results showed that AI can be used as a useful tool in a variety of communicational tasks including data collection, automatization of communication, curation and production of media content. AI implementation will affect strategic communications, as it will become more about the users experience and service design, as well as representing and creating trust for the organization. Coveted competencies within the field will be skills such as human interaction and strategic thinking, to complement the shortcomings of AI.

Le développement durable et la transition énergétique sont aujourd’hui des préoccupations majeures de la scène européenne. Parmi les influents demeure le domaine du bâtiment qui représente le premier levier d’action pour réduire notre empreinte carbone. Pour autant, les moyens actuels mis en œuvre ne prennent pas assez en compte l’occupant et son comportement vis-à-vis de la performance énergétique. Cette recherche problématise, par une approche info-communicationnelle, les interactions acteur-habitat dans le but d’améliorer les stratégies d’intervention. Elle montre qu’une approche compréhensive, suivant un paradigme sémantico-actionnel, permet d’analyser la manière dont les usagers appréhendent et s’approprient un espace dans lequel ils se sentent en situation de confort, permettant ainsi de guider la recherche d’informations utiles pour les acteurs intervenant sur le cadre de vie des usagers en vue de mieux les satisfaire. Dans un souci d’économie de la fonctionnalité concernant le confort thermique, cette démonstration passe par la mise en œuvre et l’expérimentation d’une démarche interdisciplinaire qui doit être capable d’une part d’appréhender ce processus de construction de sens de l’environnement bâti par les usagers et, d’autre part, capable de rendre opérationnels les indicateurs résultant des critères comportementaux, afin de les intégrer aux calculs techniques. Cette démarche, fondée à partir de la méthode d’écoute des besoins et de hiérarchisation des attentes développée par le laboratoire DeVisu à l’Université de Valenciennes, interprète la perception du confort d’un profil majoritaire d’usagers et les intègre dans un processus construit sous l’angle technique. / The sustainable development and the energetic transition as well are main concerns in Europe. The construction sector is a fundamental driver of the reduction of the carbon footprint. Furthermore, most of the current practices does not take enough into account neither the occupants’ needs nor their behavior regarding the energetic performance. Grounded on the information-communication framework, this research focuses on the definition of the interactions between the actor and its habitat to lead the strategies of rehabilitation. In line with the semantico-actional paradigm, we provide evidence that a comprehensive approach enables the analysis of the process by which the users apprehend and appropriate a living space perceived as comfortable. Practically, it ensues from this analysis a better definition of the users’ needs and a guideline for the construction stakeholders to collect information about users’ expectations so as to satisfy them. In a sake of functionality economics concerning the thermal comfort, the purpose of this interdisciplinary investigation is twofold: First, the understanding of the users’ sense-making about the environment of the habitat. Second, the definition and the implementation of operating behavioral metrics in the technical optimization of the habitat. Referring to the method of listening to the needs and hierarchy of needs, developed by the DEVISU research center of the University of Valenciennes (France), we interpret the perceived comfort according to the main users’ profile in order to integrate it in the technical processes of rehabilitation.

There is a current rising trend of using voice assistants (VAs) to perform tasks in new ways, and various companies are considering introducing them as part of their service propositions. One such company is the railway service provider SJ AB that is interested in understanding how a VA may benefit their passengers. To better understand the utility of a VA in the railway service context, this thesis aims to explore the value creation opportunities that the introduction of such a technology presents. This exploration is done through identifying the potential functionality of such a VA, what value that functionality can create for passengers, and what barriers exist for creating that value. This identification is done through a user-centred research process, during which design probes and experience prototyping were carried out with railway passengers and analysed through qualitative content analysis. The results show that a VA presents fast, convenient, and intuitive access to a wide set of functions but is hindered by its invisible affordances and the user’s preconceptions. It shares several functions with existing channels, presented in a new way, that span the entire course of the train journey. The functionality and the identified functions primarily create utilitarian values, which connects to the passenger’s pragmatic view of the service. Furthermore, the passengers perceived the VA as an agent able to take over responsibilities and tasks from the passenger, resulting in a peace of mind but also a diminished sense of control. Finally, the railway service context affected what functionality is suitable, what values can be created and what barriers need to be considered. Some of the value creation possibilities and barriers are also contemporary and might change with shifting social norms and further technological development.

Idag utförs renmärkningen för att hålla koll på vilka renar som hör till vilken renägare. För att identifiera och särskilja renarna, räknas dem manuellt, alltså genom att personer går in i inhägnaden och prickar av renarna i en bok. Processen för att märka kalvarna kan ta upp mot två dagar beroende på om alla renarna har kommit in i inhägnaden, processen blir då lång och utdragen. Detta kommer vara utgångspunkterna i projektet, att identifiera renarna på ett mer effektivt och hållbart sätt. Detta är ett examensarbete för Högskoleingenjör Teknisk design vid Luleå tekniska universitet, som ska utveckla ett hållbart koncept genom att underlätta för renskötarna och effektivisera identifiering och dokumentering av renar. Genom att förena traditionell renmärkning med modern teknik tas ett hållbart koncept fram, som även minskar påfrestningen på renarna. Att kunna koppla ihop rätt kalv med rätt vaja och samla informationen på ett gemensamt ställe som är enkelt att hantera är ett krav på lösningen. Arbetet har följt IDEO:s trefasprocess för användarcentrerad design. Under faserna inspiration, ideation och implementation har olika metoder använts för att nå slutresultatet. Dessa metoder är exempelvis semistrukturerad intervju, benchmark, persona, workshops, Wireframes och simulering. Dessa metoder utgör en bra grund till arbetet och slutresultatet. Genom att ha återkommande kontakt med användaren har projektet genererat en lösning som är baserad på användarens behov. Resultatet blev en ny digitaliserad arbetsprocess innehållande RFID-chip som möjliggör automatisk hopparning och digital dokumentering. Denna arbetsprocess förenar den traditionella renmärkningen men effektiviserar de aktiviteter som idag tröttar ut renskötarna och renarna. Genom att ha bättre koll på renarna och deras avelsträd, gör att rätt ren i slutändan blir slaktad. Alltså renarna som är äldst eller har sämst förutsättningar. Det kan också bidra till att ekonomin blir stabilare då samma mängder renar slaktas varje år. Ur ett hållbarhetsperspektiv gynnar detta ekonomisk hållbarhet. Social hållbarhet gynnas genom att skapa transparens inom samebyn och möjliggör att fler kan vara delaktiga under processen. Genom att hopparningen sker automatisk behöver inte renen stressas upp av människor som går omkring i hagen. Eftersom renens välbefinnande är en del i naturens ekologi bidrar det till ekologisk hållbarhet. / Today, reindeer marking is performed to keep track of which reindeer belong to which reindeer owner. To identify and distinguish the reindeer, they are counted manually, i.e., by people entering the enclosure and dotting the reindeer in a book. The process for marking the calves can take up to two days depending on whether all the reindeer have entered the enclosure, the process then becomes long and drawn out. This will be the starting points in the project, to identify the reindeer in a more efficient and sustainable way.  This work is for a bachelor’s thesis in industrial design engineering at Luleå University of Technology, which will develop a sustainable concept by making it easier for reindeer herders and make the identification and documentation of reindeer more effective. By combining traditional reindeer marking with modern technology, a sustainable solution is developed that also reduces the strain on the reindeer. Being able to connect the right calf with the right sway and gather the information in a common place that is easy to handle is a requirement for the solution.  The work has been followed by IDEO's three-phase process for user-centered design. During the phases inspiration, ideation and implementation, different methods have been used to achieve the end result. These methods are, for example, semi-structured interview, benchmark, persona, workshops, Wireframes and simulation. These methods form a good basis for the work and the end result. By having regular contact with the user, the project has generated a solution that is based on the user's needs.  The result was a new digitized work process containing RFID chips that enables automatic pairing and digital documentation. This work process unites the traditional reindeer marking but make the activities that today tire out the reindeer herders and reindeer more effective. By having a better look at the reindeer and their breeding trees, the right reindeer will eventually be slaughtered. That is, the reindeer that are the oldest or have the worst conditions. It can also contribute to a more stable economy as the same quantities of reindeer are slaughtered every year. From a sustainability perspective, this benefits economic sustainability. Social sustainability is benefited by creating transparency within the Sami village and enabling more people to be involved during the process. Because the connection takes place automatically, the reindeer do not have to be stressed by people walking around in the enclosure. Since the reindeer's well-being is part of nature's ecology, it contributes to ecological sustainability.

The Dallas Morning News is a leader in using engagement journalism to increase and retain digital subscribers. This ethnography examined the efficacy of the engagement journalism work by the News in rebuilding trust and forming relationships with its audience. This research is exceptionally timely as more newsrooms are erecting paywalls to their content and asking their audiences to offer monetary support in exchange for greater access and engagement by journalists. This work is examined through two mass communications theories: functionalism, which says a society can be viewed like an ecosystem as a "system in balance" consisting of complex sets of interrelated activities, each of which supports the others in maintaining the system as a whole; and the dual responsibility model, which says that companies should operate in the best interests of all in the community who depend on them, not only those who benefit financially. Additionally, the work is considered from a human-interaction design standpoint to evaluate whether the News has created affordances that enable the journalists and the readers to communicate, and whether the journalists are effectively practicing service design when publishing news and information for the audience.

Digital implants have become a new frontier for body hackers, technology enthusiasts and disruptive innovation developers, who seek to service this technology for themselves and to new users. This thesis has explored conditions for future user adoption of human body augmentation with digital implants. The conditions explored were mainly self-beneficial health optimization through technology, self-quantification or convenience scenarios. Applying Diffusion Of Innovation theory, Value-based Acceptance Model and research through design methods were used. The process consisted of quantitative and qualitative data gathering and analysis, using interviews, surveys and iterative prototyping with evaluation. The results show mixed user attitude towards implant usage, mainly depending on users' need for added benefits, whether the user is a technology enthusiast actively using technology for self-beneficial gain or a casual everyday consumer of technology. Certain conditions could affect adoption of implants into mainstream usage, mainly data privacy, regulation, convenience, self-quantification or health management. In order for implants to succeed as a mainstream technology, there needs to be proper secure infrastructure, easy installation and coordinated services that offer individual benefits of health or convenience, with a high consumer confidence in supported services, installation / removal and devices. Several companies are working on offering such a service, in order to evaluate such a proposition, iterative prototypes were created to evaluate a health management scenario as a streamlined consumer service, using a service design blueprint and a related interactive smartphone application prototype.

[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.