PORTFOLIO Lilly Deijmann
HI THERE! How people perceive, think and behave in the world around us has always fascinated me. For me, a good design precedes conducting in-depth user research, framing the real problem and designing the actual right solution. With a background in Architecture, I believe in the strength of conducting research and thorough communication throughout the complete design process. This makes the process valuable, understandable and implementable. As a creative visual thinker, my passion for drawing, building and creating something valuable results in my skills in graphic design, critical thinking and pitching. Surprising the client with my personal point of view, while delivering a design that is focussed on and validated by the end-user sparks my enthusiasm for Strategic Design.
STRENGHTS
PLANNING WITH CURIOUSITY
LISTENING WITH EMPATHY
THINKING IN VISUALS
COLLABORATING WITH CARE
As curiosity is my drive, I like to explore new opportunities and conduct research. At the same time, I am able to plan effectively and develop design princples to guide the design process, due to my critical analytical attitude.
I combine my ability to be rational with my sensitivity. Whether you are a close friend or a complete stranger, I like to take my time and listen to your story.
It started with simple drawings when I was little. Later, I taught myself how to master digital visualisation. Now, I use my graphical skills to explore, design and communicate.
For me, working for a client means working closely together. I always give a 100% and I make sure the client is proud of and happy with the results at the end of the collaboration.
parasitair
competitie
commensalisme
THE VEGRO DELIVERY JOURNEY New technologies are causing the current healthcare market to change fast. How can Vegro, a wholesale company that is specialized in home care tools and devices since 1985, anticipate on the healthcare of tomorrow while at the same time enhance their customer centric focus? With the Vision in Product-design method a future problem scenario was visualized, in which four possible caretaker-caregiver relationships were predicted. Conducting in-depth consumer research and accompanying a delivery man on his work day, resulted in the insight of the Vegro delivery man having an extremely important, but underrated role in Vegro’s customer journey. The proposed service design principles, the redesigned delivery journey and the additional tested and prototyped application not only enhance the work flow of the delivery man, but especially make the moment of delivery carefree for both customer and the delivery man himself. JUNE 2018
INDIVIDUAL
10 WEEKS
VEGRO
1
SERVICE DESIGN
mutualisme
Inflight human connection is threatened by digitalization. How can KLM keep their market position, take advantage of their digital connectivity and use this to empower the inflight human connectivity for all three inflight stakeholders: passenger, cabin crew, and pilot? KLM is carrying hundreds of stories every day and research has proven that stories have the ability to build connections. This is an opportunity for KLM: carrying stories as a way to stimulate human connection inflight. The Carrying Your Story inflight experience consists of the loop of inspiring, creating and sharing stories. Stories of a flight are only shared within a specific flight connection. As a result, with this experience both crew and passenger will feel part of the inflight community again. For KLM, implementing this concept means becoming a digital frontrunner, gaining user generated market content, and collecting data to enhance personalization and optimization of their customer centric service. JAN 2019
GROUP OF 4
12 WEEKS
KLM
2
STRATEGY DESIGN
SHARE
THE KLM INFLIGHT EXPERIENCE
CREATE
INSPIRE
2019
2021
2030
distanced
interactive
immersive
E
SH A
PIR INS
RE
#myKLMstory
Discover stories
Read more
Carrying Your Story
CREATE
Pilot
Passenger
Cabin attendant
Read more
For this project, in-depth interviews and creative sessions were conducted with all three inflight stakeholders: a frequent flyer, a senior purser and a pilot. They were asked to describe their actions before, during and after a flight and the human connection during those actions. All these insights were combined in a comprehensive connection journey of the pilot, cabin crew and passengers (before, during and after the flight). The connection journey provided new insights that eventually were translated into nine design principles, divided for the three stakeholders. The nine design principles were combined into a physical design toolkit. This toolkit not only states the principles, but it also explains how to design for and with them. A strong concept meets all principles. The physical toolkit can be used by the KLM design department to design for inflight interaction.
INTERVIEWING A KLM PASSENGER
Before flight
During flight
After flight
INTERACTIONS Questions
Boarding
Greet & eat
Chitchat
Greet & eat
Goodbye
Passenger
Cabin crew
Meet
Walk to gate
Meet crew
Introduction
Walk through
Chitchat
Chitchat
Disembark
Pilot THOUGHTS The cabin crew is my pair ofeyes, they see everything I can’t We try to think about everyone
It’s not my plane, it’s my flight During the flight, we have our little own company
It annoys me when they don’t give info KLM crew is always happy and welcoming during boarding
When they are in a hurry and annoyed, I also get annoyed
I love to hear all the stories from the passengers, where they are going, where they come from
I try to make contact, but I don’t force it. I choose my moments I don’t need to talk to the crew. Just be there, be professional & friendly
I have some creative colleagues who make small presents and cards for passengers. Everyone loves it!
VALUE
Passenger Cabin crew Pilot
INTERVIEWING A KLM SENIOR PURSER
MAPPING THE INFLIGHT JOURNEY
PROTOTYPING & TESTING THE CREW APP
In this project, special attention was paid to the end-deliverables and communication to the client. Besides the design toolkit and in addition to the inflight experience journey, a crew app as well as an inflight entertainment system interface for the passenger were developed. Both applications were prototyped and validated with different KLM crew members and passengers. For the final market day, an immersive setup was designed to make the client and other visitors experience the concept themselves. Besides planning and task division, I was responsible for the design of the toolkit, the market stand and the visualization of the research insights as well as the final posters.
THE DESIGN PRINCIPLES FOR INFLIGHT INTERACTION
THE MARKET STAND FOR THE FINAL PRESENTATION
TREND SCENARIO
THE ULTIMAKER STRATEGIC ROADMAP The 3DP market is growing and changing fast. How can Ultimaker anticipate on the current trends and developments in the 3DP market, while keeping their number one position in Fused Deposition Modeling (FDM) 3D printing? Through in-depth analysis and consumer research, a future trend scenario was visualized: the line between professional and non-professional use will be thin. Therefore, Ultimaker should keep their focus on individual use and aim on making 3DP accessible for everyone. The analogy of the intuitive use of a coffee machine was used to come up with design principles and service goals that enhance the accessibility of 3DP. A strategic as well as a tactical roadmap were delivered and provided an implementation plan up to 2025 for Ultimaker to keep their market position. Besides planning and task division, my personal responsibility was the complete structure and visualization of the roadmaps, as well as the report. NOV 2018
GROUP OF 3
10 WEEKS
ULTIMAKER
3
DESIGN ROADMAP
corporate independent
global organisation
local organisation
corporate dependent
TODAY
FUTURE
education
professional
production
DIY-ers
blurred environments
Intstant access Your product
Instant result
Social environment
STRATEGIC ROADMAP
TACTICAL ROADMAP
For the Architecture final bachelor project a new design for the already existing museum Het Nieuwe Instituut (HNI) was asked. Challenges were the complexity of the location, the requirements of the desired interior program and the integration of different technologies. Personal focus points were the fit within the urban context as well as the fit with future user needs, by paying attention to the disclosure plan and routing experience for the museum visitors. During the highly iterative design process, different physical models were prototyped, which resulted in design principles that were used as a guidance throughout the process. In addition, scientific research was done on architectural design aspects, as well as the influence of sketching on the design process. In the end, a design for the museum was delivered that was strong in the concept of routing, context and aesthetic design, which resonated in the integration of technology. JUNE 2017
INDIVIDUAL
10 WEEKS
ROTTERDAM
4
ARCHITECTURE
HET NIEUWE INSTITUUT
CONTACT Lilly Deijmann Delfgauwseweg 129 2828 EK Delft The Netherlands +31 (0)6 39141979 lilly.deijmann@gmail.com