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In recent years, healthcare has been shifting toward a people-centred vision. Within the intersection connecting service design and healthcare innovation, co-design communication tools are increasingly being used to bring the voice of patients and their families into healthcare co-creation activities. Existing documented use of such tools primarily focuses on empathy and how designers derive inspiration from participants’ materials, while little draws on the actual design process and how design attributes can effectively support patients and their families in generating and expressing their dreams. From this perspective, this thesis first analyses existing tools that aim to elicit participants’ self-expression and evoke their future-oriented thinking, which strategies for designing a tool that supports individuals in expressing their dreams are identified with a particular focus on materiality and visuality. Taking a research through design approach, this thesis enters into the extremely challenging rare disease context to design a toolkit to help family caregivers of people with ALS identify and convey their dreams for life after diagnosis. Through observations of participants’ interaction during the prototyping process, this study further demonstrates that considering both the vulnerability and intelligence of patients (families) in the design of tangible toolkits effectively breaks participants’ habitual perceptions and brings them to an imaginative space towards the future. In doing so, co-design tools commonly used in service design can be better adapted to the healthcare context. Additionally, the thesis provides family caregivers’ questions, insights, and ideas about ALS healthcare services, thereby informing the future ALS healthcare innovation.

This report is about an innovative project on the sustainable design of disposable products triggered by critical thinking related to the environmental protection and use of paper-based disposable products.   The project is set against the backdrop of the UN End-plastic-pollution initiative, in the 21st century when plastic waste is proliferating and microplastics spread across the planet's ecosystems are already causing a serious environmental crisis. With a focus on disposable products, the project investigates and analyses the sustainability and experience of using paper-based disposable products as an alternative to plastic.   The authors argue that neither disposable products nor plastics are responsible for the current environmental crisis, but rather that the main problem lies in the leakage of disposable products through their life cycle, which is mainly related to consumer behaviour and life cycle management.   The study proposes a systemic innovation that combines enhanced lifecycle management through emerging technologies and a subscription service model for disposable products with user-centred principles. The innovation includes lifecycle maps, user journey maps and user interfaces as visual outcomes.   Finally, an assessment of the potential risks of the systemic innovative solution and a summary and reflection of the overall project are presented.

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For non-profit organizations, volunteers play an important role in terms of participation and dedication to serve the organizations’ purposes and objectives. Unpaidness and flexibility are the most significant characteristics of voluntary work. Thus, a challenge for NPOs management is to increase volunteers’ commitment level. In this immersive research project, the aim is to design for a higher commitment level of volunteers in NPOs. The external collaboration is Hjärta till Hjärta, an aid NPO which runs several second hand stores. The context of the research is based on the volunteers' experience in one of the second hand stores in Linköping, Sweden. Seven semi-structured interviews and an immersive study were conducted, where volunteers’ motivation, comparison between voluntary work and professional career, trust building and needed change were indepthly investigated. The insights drew a pain point of rigid routines and mindsets from professionalism misfit the voluntary environment and a need of designing a warm and inspiring volunteer experience. Three activities were developed as possible solutions for building a warmer and more inspiring volunteering experience.

[pt] Favorecidas pelos avanços tecnológicos digitais, as universidades que buscam excelência estão investindo cada vez mais em redes de cooperação, na internacionalização do ensino, e em programas de mobilidade internacional, como uma forma de produzir conhecimento. Esta dissertação se propõe a estudar o tema das trocas culturais entre estudantes de intercâmbio internacional oportunizadas por tecnologias digitais e tem como questão: como o Design pode facilitar experiências interculturais entre estudantes de intercâmbio internacional por meio de tecnologias digitais? Nesse contexto, é trazido como objeto de estudo o projeto Brother Carioca, uma iniciativa que se forma na PUC-Rio, e que tem como propósito ajudar no processo de adaptação e integração dos alunos internacionais e nacionais da universidade em situação de intercâmbio e fomentar trocas culturais. A pesquisa adotou metodologia descritiva, com abordagem qualitativa. Após uma revisão de literatura: Design de Serviços, práticas interculturais, Geração Z e impactos da convergência das mídias na sociedade contemporânea, ponderações foram elaboradas e uma pesquisa de campo realizada junto aos integrantes do projeto Brother Carioca. Essa pesquisa forneceu subsídios para a elaboração de um experimento piloto, uma dinâmica capaz de proporcionar experiências interculturais entre os membros dessa rede, num ambiente digital. A articulação entre os conceitos teóricos observados nessa dissertação e a análise do experimento proposto tem relevância para as discussões sobre as possibilidades de contribuição do Design para a sociedade, e para a formação de indivíduos mais aptos a lidar com a complexidade do mundo em que vivemos, onde os encontros culturais acontecem em profusão, e no qual as interações sociais realizam-se cada vez mais mediadas por tecnologias digitais. As considerações finais da pesquisa indicam que o Design pode atuar de muitas formas para facilitar experiências interculturais entre estudantes de intercâmbio internacional por meio de tecnologias digitais, e que esse é um campo fértil que se abre para futuras investigações. / [en] Favored by digital technological advances, universities that pursue academic excellence are increasingly investing in cooperation networks, in the internationalization of education, and in international mobility programs, as a distinguished way to produce knowledge. This research is dedicated to the study of cross-cultural exchanges among international exchange students, made available by digital technologies and was guided by the question: how can Design facilitate cross-cultural experiences among international exchange students through the use of digital technologies? In this context, it is brought as the object of this study the project Brother Carioca, an initiative that emerged at PUC-Rio, which aims to assist in the process of adaptation and integration of international and local students that are going through a period of academic exchange, and foster cultural exchanges. The research adopted a descriptive methodology, with a qualitative approach. After a literature review on Service Design, intercultural practices, Generation Z and the impacts of media convergence on contemporary society, considerations were made and a field survey was carried out with the members of the Brother Carioca project. This research offered data that grounded the elaboration of a pilot experiment, a dynamics thought to provide intercultural experiences to the members of this network, in a digital environment. The articulation between the theoretical concepts addressed in this dissertation and the analysis of experiment conducted has relevance in the realm of discussions about the possibilities of Design s contribution to society, and for the formation of individuals better prepared to deal with the complexity of the world in which we live, where cultural encounters take place in profusion, and in which social interactions are increasingly mediated by digital technologies. Final considerations of the research indicate that Design can act in many ways to facilitate intercultural experiences among international exchange students through digital technologies, and that this is a fertile field that opens up for further investigations.

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This Master’s thesis was done with the research group Green Leap at KTH. Green Leap is working for engaging design in sustainable development to act as a catalyst for change. A project that Green Leap has worked with is Ett bilfritt år, where families exchanged their cars for lightweight electric vehicles for a year and the changes in their behaviours were studied. The project resulted in positive experiences of the electric cargo bikes in the everyday life without owning a car. This master thesis became a concept study to investigate different possibilities of providing electric cargo bikes as a service. Research were carried out on how existing cargo bike services were conducted and user studies were conducted to get the understanding of who the users of cargo bikes were and how their needs and behaviours looked like. Through further insights from a variety of actors, five different possibilities were identified for services for the electric cargobikes. By comparing the possibilities of the various services, there was an opportunity of designing the same cargo bike for three of the services. The common hardware had a business opportunity for establishing a common platform for different purposes. Different hardware concepts were also developed during the project to facilitate the sharing of the cargo bikes. This work is licensed under the Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/.Carge e-bike as a service, Marcus Steenberg, KTH Green Leap, www.ettbilfrittar.se/cargo / Detta examensarbete är ett arbete utfört för forskningsgruppen Green Leap på KTH. Forskningsgruppen arbetar med att engagera design i hållbar utveckling för att verka som en katalysator för förändring. Ett projekt som Green Leap har arbetat med är Ett bilfritt år, där familjer bytte ut sina bilar mot lätta elfordon under ett års tid och deras beteendeförändringar studerades. Projektet resulterades i positiva upplevelser av fordonet lådcykel i vardagslivet utan bil. Detta examensarbete blev en konceptstudie för att undersöka olika möjligheter att tillhandahålla lådcykel som en tjänst. Det utfördes undersökningar på hur befintliga lådcykelstjänster var uppbyggda och det utfördes en användarundersökning på vilka användarna av lådcyklar var och hur deras behov och beteende såg ut. Genom ytterligare insikter från en mängd olika aktörer, kartlades fem olika möjligheter på tjänster för lådcykeln. Genom jämförelse av de olika tjänsternas möjligheter sågs en möjlighet att utforma liknande lådcyklar till tre av tjänsterna. Detta hade en affärsmässig möjlighet för att få fram en gemensam plattform för olika ändamål. Det utvecklades även olika förslag på hårdvara för att underlätta delning med en stor variation avbehov. Detta verk är licensierad under en Creative Commons Erkännande 4.0 Internationell license. Föratt ta del av en kopia av licensen besök följande http://creativecommons.org/licenses/by/4.0/.Carge e-bike as a service, Marcus Steenberg, KTH Green Leap, www.ettbilfrittar.se/cargo

This thesis is a service design project investigating the matter of internal sustainable mobility provided for employees within the industrial area of Scania CV AB, in Sweden. The purpose of the project was to offer new transport service ideas to Scania or improve the existing ones based on the needs and behaviours of the users. The target requirements of the transport system were time- and cost efficiency as well as environmental sustainability. In these days, the internal transport system provided for the employees is not popular, meaning that the majority choose to use their own car to commute in the area of the company which results both inefficiency in the system as well as increasing demand on parking places around the area. Service Design methodology was chosen to carry out the project. This is a user centered and iterative method that allows to investigate the user needs and behaviours and generate service concepts based on gained insights, which are discovered during the process. Three loops of iteration were conducted, each made up of stages such as Discover, Define, Develop and Deliver. Each loop started with an interview session to discover new insights and have a better understanding, which was followed by an analysis, and then concept generation or development was executed resulting in developed concepts at each loop. Before the process was started, a background research, a literature study and personal meetings with the client were conducted to understand the problem better and explore the possibilities and limitations. The final concepts were merged into five concept groups, which are called as Walking, Biking, On-demand service, Scania Move application and Autonomous shuttle service. The final concepts were presented on a road map, showing the recommended implementation in a chronological order. Business Plan was also done with the use of different tools. The conclusion of the project is that a sustainable mobility system was designed for Scania to implement in Södertälje achieving the project targets. Design features and recommendations for future work were also created for Scania. Based on the explorations discovered during the thesis work, Scania is recommended to work further on its internal sustainable mobility system. / Detta examensarbete är ett tjänstedesignprojekt som undersöker ämnet hållbar interntransport för anställda inom Scania CV ABs industriområde, i Sverige. Syftet med projektet var att leverera nya idéer för transporttjänster till Scania, eller förbättra befintliga tjänster baserat på användarnas behov och beteenden. Kraven på transportsystemet var tids- och kostnadseffektivitet, samt miljöhållbarhet. Idag erbjuds ett interntransportsystem som inte är populärt bland de anställda, vilket betyder att majoriteten väljer deras egen bil för att transportera sig på företagsområdet. Detta har medfört både ett ineffektivt system och en ökad efterfrågan på parkeringsplatser i området. En tjänstedesignmetodik valdes för att genomföra projektet. Detta är en användarcentrerad och iterativ metod, som låter undersöka användarnas behov och beteenden för att skapa tjänster baserat på insikter, som upptäcks under processen. Tre iterationer genomfördes, där varje iteration innehöll delarna Utforska, Definiera, Utveckla och Leverera. Varje iteration inleddes med intervjuer för att få nya insikter och en bättre förståelse. Det följdes av en analys och sedan gjordes konceptgenerering eller utveckling av befintligt koncept, vilket resulterade i utvecklade koncept för varje iteration. De slutgiltiga koncepten slogs samman i fem konceptgrupper, som kallades Gående, Cyklande, On-demand-tjänst (på begäran), Scania Move Application och Självkörande taxibilar. De slutgiltiga koncepten presenterades i en kronologisk implementeringsplan. En affärsmodell togs också fram genom att använda olika verktyg. Slutsatsen av projektet är att ett hållbart transportsystem designades för Scania att implementera i Södertälje. Lösningen uppfyllde alla projektmål. Designriktlinjer och rekommendationer för framtida arbete togs även fram för Scania. Baserat på upptäckterna i detta examensarbete, rekommenderas Scania att fortsätta arbeta på deras hållbara interntransportsystem.

This master thesis studied key determinants in service innovation that contribute to user adoption. The study applies design method to understand Visa applicant experiences and tendency to adopt a new service design, which the standard is set up by production workers at Thai embassy in Stockholm Sweden. The methodology for the design research includes participant observation, staff interview and user survey, which provided insights on users and determinants reflecting on the relevance of co-designing solution by media consultant and production staffs. The results show that service design that is pioneered by production workers shows a positive result. Most participants did not find the current process difficult, however, more than 70% are willing to use the new service and willing to pay an extra fee. Non-first-time users and participants who live out of Stockholm show the highest willingness to adopt and willingness to purchase the new service even though their rating to the convenience of the current service is the highest among other groups of participants. The study also shows that the participants in all age group are adoptive and shows high willingness-to-pay towards add-on services. / Denna masteruppsats studerade viktiga determinanter inom service innovation som bidrar till användarupptagning. Studien tillämpar designmetod för att förstå visumansökares erfarenheter och tendens att anta en ny servicedesign, vilket upprättades av arbetare inom produktion på Thailändsk ambassad i Stockholm, Sverige. Metodiken för designforskningen innefattar deltagare observation, personlig intervju och användare undersökning, vilket gav insikter om användare och determinanter som speglar relevansen av medarbetarlösningen av mediekonsult och produktions personal. Resultaten visar att servicedesign som är av produktions arbetare visar ett positivt resultat. De flesta deltagarna känner inte att den nuvarande processen är svår, men mer än 70% är villiga att använda den nya tjänsten och villiga att betala en extra avgift. Icke-första gången användare och deltagare som bor utanför Stockholm visar den högsta villigheten att anta och vilja att köpa den nya tjänsten, trots att deras betyg till den aktuella tjänstens bekvämlighet är den högsta bland andra än grupper av deltagare. Studien visar också att deltagarna i alla åldersgrupper är adoptiv och visar stor vilja att betala tilläggstjänster.