The open debate launched through the ‘Design Research Agenda for Sustainability’ within the paradigmatic ‘Changing the Change’ conference held in Turin in 2008, defined design for sustainability as “Everything design can do to facilitate the social learning process towards a sustainable society. That is, to sustain promising social and technological innovations and to re-orient existing drivers of change towards sustainability” (Cipolla & Peruccio, 2008: 42).

This research thesis is an exploration into what possibilities lie beyond the representation of analog material when it transcends into the digital realm. Specifically, how printed comics can be altered in realtime by creator- allowed user interaction, when adapted for presentation within the digital sphere of mobile smartphones and computer tablets. Using legacy computer-game techniques like parallax scrolling with modern digital layer filters, device sensors and applying them in realtime to the comic creators digitally layered content, alternative forms of presentation arise.This is an investigation into the comic creator’s will of allowing possibilities of added depth perception, interactivity and alternative visual narratives in their comic, manga or graphic novels when employing new techniques based on sensor data input from a reader, like accelerometer-, gyroscope- or eye-tracking sensors. Several different techniques are evaluated. The focus is mainly on the context of creators of comics or manga who use digital tools and layer compositions when producing their work. Several aspects of the user-centered experience are also explored.Although mainly an interaction design project, most of the design methods are used from a service design approach, emphasizing co-design techniques like interviews, observations and user tests. The results are digital prototypes and proof-of-concepts featuring technology tests that support final design conclusions.The results will show both enthusiasm and reluctance from test subjects towards the new technologies presented. The professional craft of comic, manga and graphic novel creation has a deeply rooted aesthetic and production cycle in its history of the printed form. It could be difficult to alter its standard, reverence and nostalgia in the eyes of its readers and creators, when pursuing the digital format and narrative possibilities of the future. A video explaining the project’s “Drawn To Life” technology is available online.

There has been significant increase in the occurrence of earthquakes and other disasters around the world recently. With record-breaking storms and natural disasters destroying different parts of the world, many people have to deal with the repercussions of the aftermaths; and homelessness is one of the facts of such incidence. This master thesis is aimed at creating living solution for the victims of earthquakes and other kind of disasters; natural or human-made (war), providing accommodation for homeless people after an earthquake or a housing alternative for refugees. The design of the collapsible home is basically a new concept of emergency hut for accommodating people in emergency after the event of disaster with easy assembling and quick installation feature. Considering the situation of homeless people after catastrophic disasters who need to be accommodated, the design and creation of a quick, accommodating and low-cost emergency hut is advantageous.  This project also provides a living service for both refugees and homeless people. It is low cost, modular, and easy to use. More than that it is feasible and it makes it possible to accommodate people for a longer period of time, rather than a very short temporary housing solution such as tents. / Det har skett en signifikant ökning av jordbävningar och andra katastrofer i världen. Med rekordstora stormar och naturkatastrofer som förstör i delar av världen måste många människor nu hantera efterverkningar och återuppbyggande, och hemlöshet är en av de faktorer som uppstår och som påverkar människor mest. Det här examensarbetet syftar till att skapa en boendelösning för offer för jordbävning och andra naturkatastrofer och krig. Det hopfällbara hemmets design är ett koncept för krisboende med enkelt montage och installering. Om man betänker den situation som människor hamnar i som blir hemlösa vid en katastrof, kan en design av en snabb och billig boendelösning som krisboende ge enormt mycket. Projektet kan också vara en boendeservice till flyktingar och människor som är hemlösa av andra anledningar än katastrofer. Det tillverkas för en låg kostnad och är möjlig att använda som modul och enkel att sätta upp. Men viktigare än det är att den ger möjlighet att härbergera människor under en längre tid till skillnad från mer temporära lösningar som exempelvis tält. Det hopfällbara hemmet är gjort av hållbart material, den använder grön energi och lyser upp staden. Den är utrustad med vertikala trädgårdar för att användarna ska kunna odla egna grönsaker och den återvinner vatten från regn. Den innehåller basala hopfällbara möbler och rumsavdelare som ger känsla av hemtrevnad och bekvämlighet.

Submitted by Maicon Juliano Schmidt (maicons) on 2015-05-08T19:40:28Z No. of bitstreams: 1 Mirela Rosa.pdf: 33214432 bytes, checksum: 6b8afee33b9a338a882f4914815741d2 (MD5) / Made available in DSpace on 2015-05-08T19:40:28Z (GMT). No. of bitstreams: 1 Mirela Rosa.pdf: 33214432 bytes, checksum: 6b8afee33b9a338a882f4914815741d2 (MD5) Previous issue date: 2013-01-31 / Nenhuma / O Design de Serviços é constituído de uma metodologia que utiliza um conjunto de ferramentas que permitem projetar soluções para melhorar a percepção dos usuários sobre os serviços, que podem ser aplicadas em diversas áreas e contextos. Conforme a complexidade de cada setor, se torna necessário considerar abordagens de projeto que tornariam os resultados desta metodologia mais eficazes e mensuráveis, como é o caso da Saúde. Alguns autores que vêm pesquisando a aplicação neste setor, sugerem uma possível integração do Design baseado em evidências (DBE) e do Design baseado em experiências (DBEx) para viabilizar que um projeto orientado pelo usuário seja implementado em larga escala. Em busca da investigação sobre a lógica de evidências, foi estudada uma ferramenta utilizada no setor de serviços chamada Mecanismo da Função Produção (MFP), que prevê a quantificação das perdas dos processos. O presente estudo teve como contexto o Intensivismo Adulto (CTI) de um hospital privado em Porto Alegre e aplicou um caso em Design de Serviços com a lógica das evidências através da ferramenta MFP, para o desenvolvimento de uma abordagem integrada. Foi utilizado o método de pesquisa-ação com a descrição de todo o processo de projeto e dos resultados obtidos. A partir das análises pode-se constatar que (i) o olhar das evidências contribui para replicações dos resultados do projeto em casos futuros, (ii) o MFP pode ser um argumento para justificar a realização de um projeto em Design e (iii) para a integração das experiências com as evidências no setor hospitalar, pode-se gerenciar o projeto de modo a destinar um tempo maior para o diagnóstico e para a implementação. / Service Design consists of a methodology that uses a set of tools to create solutions to improve users perception on services, which can be applied in many fields and contexts. As the complexity of each field, it is necessary to consider approaches that would make results of this methodology more effective and measurable, such as health sector. Some authors have been research application of Service Design in this sector, and suggest a possible integration of evidence-based design (EBD) and experience-based design (ExBD) to enable a user-oriented design on a large scale implementation. In search on the logic of evidence, we studied a tool used in service sector called Mechanism of the Production Function, that provides quantification of loss processes. The present study was context in Intensive Care Unit (ICU) of a private hospital in Porto Alegre and applied a case of Service Design with the logic of the evidence through MFP tool for the development of an integrated approach. We used the method of action research with the description of the whole design process and results. From the analysis it was found that (i) the look of the evidence contributes to replication of project outcomes in future cases, (ii) MFP is an argument supporting the realization of a Design project and (iii) to integrate experiences with evidence in the hospital sector, we can manage the project in order to devote more time to the diagnosis and implementation.

本研究探討服務設計、展覽體驗、體驗價值、顧客滿意度與推薦意願之關聯，以2010年台北國際花卉博覽會為例。主要研究目的是想了解花博園區的服務設計內容，是否會使前往花博的顧客有不同的體驗經驗，間接增加體驗價值，進一步使滿意度增加，進而願意推薦親朋好友前往參觀？也想了解是否因為顧客個人因素的不同，導致不同的體驗價值與顧客滿意度？ 本研究有效紙本問卷有136份，有效網路問卷有461份，全部問卷共597份。利用典型相關與迴歸分析，發現良好的服務設計將會帶給花博顧客正向的展覽體驗；良好的展覽體驗提高體驗價值；較高的體驗價值使顧客對此次花博擁有較高的滿意度進而使推薦意願提高。接著透過MANOVA、ANOVA、多重比較與T檢定，發現參觀花博的時間不同，對於體驗價值與顧客滿意度有所差異；而第一次參觀花博月份的不同，使滿意度有所差異；累計參觀花博次數不同，對於體驗價值與滿意度也會有所差異。 / In this study serive design, exhibition experience, experiential value, customer satisfication and recommendation are used to investigate the 2010 Taipei Flora Expo. The main purpose is to understand how the host organization service design used in the Flora Expo, caused tourists to have different experiences, increased experiential values, satisfication and recommendation. The study will also investigate whether different personal factors will cause different experiential values and satisfication. There are 136 subjects from paper questionnaire and 461 subjects from on-line questionnaire. Total subjects are 597. Using Canonical Correlation, Regression, MANOVA, ANOVA, Post Hoc and T test the resulting data is as follows： 1. Service design had a positive correlation to experiential marketing. 2. Experiential marketing had a positive correlation to experiential value. 3. Experiential value had a positive correlation to satisfaction. 4. Satisfaction had a positive correlation to recommendation. 5. Different visiting days (weekday, weekend, both) had different experiential value and satisfication 6. During the month (11-12, 1-2, 3-4) of people visting for the first time had different level of satisfication. 7. The amout of times (1, 2, above 3 times) visiting the expo had different experiential values and satisfication.

環顧國內，整體運動產業之發展，雖有稱作是運動休閒服務之產業，但大多都是傳統的商品販售模式，而非以價值交換為主的服務模式；而近年來在國內各項個人運動隨著穿戴式裝置開始風行之後，無論是慢跑、單車、三鐵等都非常盛行，也連帶著促進了整個運動產業的蓬勃發展。此外，團體球類運動一直以來都相當的風行，而且特別是當國家代表隊於國際賽事上有重大表現時，就會成為全民熱烈討論之話題，也往往會帶起一陣運動消費風氣；由此可見運動實為一個國家展現其國力的重要指標之一，但我國運動產業之發展卻不如歐美興盛。 本論文研究將專注在團體球類運動的服務設計，透過解決「如何讓團體球類運動者與其利害關係人，能夠更有效且便利的保存屬於他們的回憶。」這樣的設計問題，以達成顧客價值共創的系統與服務設計思維，分析其利害關係人、探索利害關係人可能之洞見、辨識系統中之可操作性資源、觀察其互動模式，藉此得出利害關係人之深入觀點，並進行解決方案之設計。 最終得到一個可營運的商業模式，並且可以在未來發展成為一個完整的運動產業生態系統，促進全民健康、提升運動技能、掀起全民運動之風潮；並且讓我國運動產業之發展，能夠追上世界各個已開發國家之運動產業水準。 / In Taiwan, although government defines “what is leisure sports service industry”, but these companies are all with traditional goods-dominate logic business models, not value-exchange service busiess models. These years, personal sport like Jogging, Marathon, Cycling, and Triathlon become very popular in Taiwan because of some modern wearable technology, also improving sports industry development. Team ballgame sports are always a hot topic and bring a shopping rise when our national teams play at international games. This implies that sport can be regarded as a key performance indicator for a country, but our sports industry development is not good as that of United States and Europe. This thesis focuses on team ballgame sports service design, trying to resolve the design challenge of “how to retain the memories of team ballgame players and their stakeholder’s with a more efficient and more convenient way”, in order to achieve customer value co-creative goal through system and service design thinking. Analyze stakeholders, explore stakeholders’ possible insights, identify system operant resources, and oberserve interactions to find out stakeholders’ Point-of-View, and then create the design solution. Throuth these processes, we will build up a feasible business model, and create a sports industry ecosystem in the future. This will improve people’s health, sport skills, and raise sport excerise trend to improve Taiwan’s sports industry development catching up world’s developed country.

Syftet med studien har varit att undersöka hur telekomkunder användning av själv-serviceteknologi (SST) kan öka. Relevant litteratur som SST, teknologisk acceptans, user experience (UX), customer experience (CX) och servicedesign (SD) har identifierats och förankrat studien vetenskapligt. Baserat på syftet och den teoretiska grunden har en designstrategi skapats för att undersöka detta på ett relevant sätt på ett telekomföretag i Sverige. Studien har utgått från en formativ utvärdering där expertanvändares upplevelser av telekomkunder, kundservice och själv-serviceteknologi har studerats, för att kunna identifiera möjliga problem och förbättringsområden. Semi-strukturerade djupintervjuer har använts som datainsamlingsmetoden på grund av de förutsättningar som fanns för studien. Detta har i kombination med analysstrategierna har medverkat till identifieringen av kontextuella fynd som kan öka användning av SST för telekomföretagets kunder. Några av dessa fynd är att SST behöver vara standardiserad inom telekombranschen och att telekomföretaget kan öka användandet genom att informera sina kunder mer om möjligheterna med SST. I Studien har också faktorer som tyder på ett samband mellan områdena service, SST och telekomkunder identifierats, detta kan öka förståelsen för hur SST i denna kontext bör utvecklas och designas framöver.

Introduction: Sustainability is humanity’s collective ability to sustain development that meets the needs of the present without compromising the ability of the future generations to meet their own needs. Preceding closely to the World Commission on Environment and Development (WCED) Report of 1987, the General Assembly has adopted the UN Declaration, in 1986 [GA RES. 41/128] and has re-emphasized its importance in the UN Millennium Declaration, 2000. Given this anthropocentric rights basis of sustainability it becomes necessary to understand what this ability and development are with respect to the individual human. Problems of relevance, whose resolution benefits more people in general, are often intractable to the methods of rigorous problem-solving (1). Systemic problems of development score high on relevance, low on being amenable to rigor (1) and are considered wicked in nature (2). Consequently, the concern for sustaining human development is wicked and hence calls for taking a design approach as design is considered good at resolving wicked problems(3). This suggests that the collective ability for sustainability with respect to the individual is design ability i.e. to specify solutions that satisfy requirements arising from having to meet self-determined individual (human) developmental needs. However, literature connecting design, sustainability and human development systemically is found lacking and calls for conducting integrative trans-disciplinary research. Prevention and remedial of consequences of technology to the habitability of earth requires the identification, understanding and control of interactions between humans and between humans and the earth systems. These interactions need to be identified generally and understood systemically in the context of being able to sustain human development. However, despite this need for research in interactions and an integrative framework for informing interventions (4) to prevent or remedy unsustainable situations literature that addresses this need is found inadequate. Research Objective: To develop a descriptive model of interaction to be able to identify and describe interactions and understand interactions at human-scale. To develop a prescriptive framework within which to situate the prevention and remedial of problems related to un sustainability by design and prescribe conditions that ensure coherence of design interventions to principles. Research Method: As is the nature of problems of relevance, the proposed research by nature spans multiple disciplines. Descriptive inquiry into widespread literature spanning conservation, development, systems theory and design is conducted before synthesizing a descriptive model of interaction that situates design cycle as a natural cycle based on interpretation of entropy and Gestalt theory of human perception. A manual discourse analysis of a section of the WCED report is undertaken to inquire into the conceptual system (worldview) behind sustainable development to understand human interactions based on worldview. Addressing the need for choosing alternative goals of development for sustainability, Sen’s capability approach to human development is adopted after critically reviewing literature in this area and synthesizing an appropriate integration of design ability, tools, (cognitive) extension and design capability for human development. Models based on theories spanning design expertise, psychology and systems thinking are reviewed and synthesized into a prescriptive framework and two intervention scenarios based on it. The framework, intervention scenarios and the model are illustrated with evidence from qualitative bibliographic analysis of several cases related to sustaining human development in principle. Results: Sustainability is proposed as a human ability; this human ability is proposed to be design ability to sustain human development. A descriptive model of interaction that situates anthropogenic action as a design cycle is proposed. Based on this model, identifying entities and interactions is demonstrated with examples. It is proposed that humans interact, designing, due to and based on their worldview. Expansion of capabilities as stated in capability approach to lead to human development is ‘extension’ of design ability to design capability mediated by tools. Personal and interpersonal interactions at human scale are described through tool-use categories. A prescriptive framework for sustainability by design that holds human needs as central to interventions for sustainability is proposed. Based on this framework, pro-active and reactive scenarios of design intervention for prevention and remedial of un sustainability are constructed and demonstrated using several cases. Summary: Problems of relevance like sustaining human development are wicked in nature and require knowledge and action mutually informing each other. Addressing the inter-disciplinary nature of the problem requires a design approach as design is known to integrate knowledge from several disciplines to resolve wicked problems. The imperative to be able to sustain human development provides the widest profile of requirements to be met and design is shown to be central to meeting these requirements at the various scales that they surface. Sustainability is defined as humanity’s collective ability to develop meeting needs of the present without compromising the ability of the future generations for meeting their own needs. This collective ability translates to the individual’s design ability to specify solutions that satisfy requirements arising out of having to meet self-determined developmental needs. The process of ‘expansion’ -- of capabilities that free people choose and value – that realizes human development is the process of tools affording the extension of design ability to design capability necessary for progressively satisfying requirements arising out of self-determined needs of increasing complexity. It is proposed that humans interact, designing based on and due to their worldview. Personal and interpersonal interactions at human scale are described through tool-use categories. A prescriptive framework for sustainability by design is developed stating conditions to guide systemic design interventions for preventing and remedying unsustainability within pro-active and reactive scenarios respectively. A descriptive model of interaction is developed to situate and enable understanding of interactions. The framework, scenarios and the model are illustrated using several cases related to sustaining human development.

The use of autonomous agents is an ever-growing possibility in our day-to-day life and, in some cases, already a reality. One future use might be autonomous robots performing last mile deliveries, a service the company HUGO delivery is currently developing. The goal of developing their autonomous delivery robot HUGO is to reduce the emissions from deliveries in the last mile by replacing delivery trucks with emission free autonomous robots. However, this new way of receiving deliveries introduces new design challenges since most people have little to no prior experience of interacting with autonomous agents. The user interface is therefore of great importance in making the user understand and be able to interact comfortably with the autonomous agent, thus also a key aspect in reaching user adoption. This thesis work examines how an interface for an autonomous food delivery service, such as the HUGO delivery, could be designed by applying a Human-Centered Artificial intelligence and Activity Centered Design focus in the design process, resulting in a design proposal for a web app. The conclusion of the thesis includes identification of the six essential interactions present in an autonomous food delivery service, as well as how HCAI and which of its guidelines can be applied when designing an interface for the interaction with an autonomous delivery robot.

自古鄰里相親敦親睦鄰，然而近年生活習慣與居住型態轉變，集合式公寓社區成為都市人們主要的住宅型態，人們與鄰里之間的互動日漸減少，以致於鄰里關係疏離。基此，本研究主旨在探討透過服務設計方法，改善都市集合式社區的住戶與鄰里之間的人際互動與溝通。 本研究以服務體驗工程方法論為研究方法，分三個階段進行研究。第一階段「服務體驗需求洞察研究」階段，透過深度訪談與參與觀察，挖掘社區住戶與鄰里主要有兩個接觸情境，即兩個不同的研究方向: (1)一為主動型住戶與鄰里往來而形成社區團購；(2)二為管委會與住戶的溝通與服務。比較兩個方向對社區的影響性後，擇第二個方向為本研究的研究方向。首先，採用人物誌分析出流程中三方使用者，包含住戶、管委會與總幹事，再以顧客旅程地圖發現三方溝通流程「管委會與住戶之間的溝通」及「住戶參與管委會的經驗」影響社區鄰里的互動關係，在流程的三部分中共發現16個問題與需求。 接著，第二階段進行「服務設計」，以普及至使用者中壯年齡層的智慧型手機為服務載具，設計社區社交平台「比鄰Belink App」，提供四項功能：「社區公告」、「提問求助」、「知識交流」與「委員會議」，改善住戶擔任委員參與管委會或是與管委會接觸的體驗。最後，第三階段「服務原型測試與評估」，邀請三方使用者以放聲思考法依照指定的情境使用「比鄰Belink App」，並填寫整體使用評估量表，再根據測試結果與意見回饋提出第二版設計，修改操作模式、介面按鈕的位置、顏色與形狀等等。 總結，研究成果為：（1）發現住戶與管委會在溝通流程三階段的16個問題與痛點；（2）了解中壯年齡層住戶的智慧型手機使用經驗；（3）提出符合使用需求的「比鄰Belink App」四大功能設計；（4）完成App使用性測試與可行性評估，使用者滿意提供的功能，三方使用者可更即時、公開與正向地進行溝通；但易用性方面雖具備可記憶性但易學性低，需修改設計。研究成果可作為日後相關研究參考。