Luca Tajè - Service & Spatial Design Portfolio

Portfolio Luca Tajè

Service & Spatial Designer

Precision, determination and dedication of my own character are channeled into every single project, both from work point of view and personal perspective.

Hi, I’m Luca and I’m Service & Spatial Designer.

I am a curious, hard-working, and emphatic person who has always cultivated a strong interest in design and architecture and technologies.

I love observing how people think and behave, and I always try to actively engage the users in all the stages of the design process. Although I have a holistic view of Design, I am mostly focused on Service Design, User Experience, and Spatial Design.

I always try to design services and spaces

About.

that are meaningful and impactful for the people, by deeply understanding the real needs and the real problems of the final users.

Before specializing in Service Design, my background was in Spatial Design.

I worked as a Service Designer during my master’s degree within the DESIS Lab of Politecnico of Milan, and as UX - Service Designer within the UX consulting of Bosch China in Shanghai. I completed my academic records with a double degree in Design Innovation at Tongji University in Shanghai, where I lived for one year and a half.

I'm currently looking for a Job opportunity which allows me to cultivate my interests in both Service and Spatial Design.

Personally, I think today, the main challenge for a Spatial Designer is to address users' needs while designing the space: understanding the way people use and interact with the spaces, the activities they do, and consequentially come up with the

Goal.

most fitting solutions.

Why? Because User-Centricity is investing the design of every part of people's life; therefore, users are expecting the space to fit their needs rather then them fitting the space layout.

So...

Since Service design is based on a user-centered approach (Stickdorn and Schneider, 2012).

What can we learn from Service Design to conceive a user-centered space design?

At the same time, as a Service Designer, we must consider where the service will be used and how end users will interact with both the digital and physical output. Space and services are part of the same system, so they must be designed together.

10.

- 2019

BMC/UX Internship Team work

Contents.

UX Design Service Design Design strategy

58.

- 2018

Connecting Diversity Team work Service Design Spatial Design Communication Design

16.

- 2019

42.

- 2019

Bosch UX office

Dish Community

Single work

Single work

Service Design

Service Design

Spatial Design UX Design

82.

- 2018

94.

- 2017

The Knapsack

Spatial & Graphics Skills

Team work

Team work

Service Design

Spatial Design

Product Design

Graphic Design

Design strategy

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BMC/UX Internship Project field: UX Design Service Design Product Design Design strategy

Type of work: Internship

Time: 9 months

Place: Shanghai, China

Keywords: #Service-Design #UX-Design #Bosch #product #innovation-project

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UX-SERVICE DESIGN

My internship experience within the BMC/UX department Nine months as UX-Service Designer intern, within the Bosch management consulting/ UX department China.

Introduction During my Chinese experience, I worked for nine

UX/UI Designer, Designer Strategist, and User

months as a UX-Service Designer intern at the

Researcher. Thanks to the variety of design disci-

UX Bosch management consulting department

plines, I had the possibilities to work on different

of China in Shanghai.

projects, such automotive sector, car and multi-

I had the chance to work in a multidisciplinary

media, human resources, and also spaces.

team: Service Designer, Product Designer,

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I decided to work within the BMC-UX department because I was curious to know how to manage and work on multidisciplinary projects, but also to deeply understand how to handle and use the design thinking process, especially how to apply it for different fields. Moreover, I decided to work within a multinational company to challenge myself in a different environment by learning different working dynamics compare to the design agency.

Kickoff

Empathize

Define

Ideate

Make

Test

Deliver

What I worked on:

What I've learned

Experience Design

I've learned how to ideate workshops activi-

Design an experience workspace, which requires

ties based on the project's goals. I acquired how

new methods of working, by using different ap-

to support the team during user research and

proaches compare to the day to day activities. The

user activities. Moreover, thanks to my double

goal of the project was to generate a concept based

background in Service and Spatial Design, I was in

on learnings and needs of the Bosch Shanghai as-

charge of doing diagrams, mood boards, modeling

sociates.

the space, renders, and video renders.

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Design Sprint

What I've learned

I took part in a Design Sprint, with the Senior

I took part in the design sprint as a Service Designer,

Service Designer and the Senior User Researcher;

so I was both support and being actively part of the

we were leading the Design sprint for an external

workshop. During the week, I have learned how to

design team. The goal was to generate new expe-

plan and guide a design sprint, how to manage

riences for the future of cars, especially regarding

workshop’s participants, how to make fast proto-

external information and the interaction between

typing, and how to test it thanks to a user’s inter-

user and the vehicle itself.

view in the field.

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Innovative mobility of scooters The goal of the project was to provide innovative driving solutions for people who are using scooters in Vietnam. The last phase of this project was to define and deliver the solutions of the scooter’s cockpit, to present it at the CES 2019 of Las Vegas.

What I've learned During this project, I’ve learned how to relate my

CES Awards 2019, Las Vegas - this project won

self with different associates and stakeholders, es-

the CES innovation award 2019 related to Vehicle

pecially learning how to plan and structure a pro-

Intelligence and Self-Driving Technology. It was

cess to respect a restrictive deadline. Moreover,

an incredible satisfaction working with different

I had the chance to work on different parts of the

people on a product that wons that awards, espe-

project: prototyping, testing, reiterations, render-

cially because I have spent so many hours working

ings, and managing the model makers. It was a

with the Senior product designer, Senior service

great opportunity to use my different design skills.

designer, and all the other suppliers.

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Bosch UX office Project field: Service Design Spatial Design UX Design

Type of work: Single work

Time: 5 months

Place: Shanghai, China

Keywords: #Service-Design #Spatial-Design #Bosch #UXDesign #Experience-Design #Working-Space #Design-thinking

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SERVICE, SPATIAL & UX DESIGN

Designing working spaces, thanks to User Experience How “User Experience” and “Design Thinking” could help the design of meaningful working spaces.

Introduction The head of the User Experience office of Bosch, Dominic Winkler, wished to redesign the space.

The project’s purpose was to design a new office space with a user-centered approach, which means considering the users’ needs during the all design process, and to involve the users during the all project development.

My role Thanks to my double background in Service and Spatial design, I led the design process. While the UX team was supervising all the project aspects: I planned and structured the user research activities, and managed the user interviews, including the design thinking process used. I planned and executed the prototyping phase by involving the final users.

Kickoff Design thinking process In order to tackle the project, the design approach used is the UX design approach of Bosch, blended with Service Design and Spatial Design. It consists of five main steps: empathize, define, conceive, make, and test.

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Is it possible to design a workplace applying a user-centered approach, where the User is involved in the design process?

Kickoff

Empathize Target User Define

Ideate

Make

Co-designer Decision maker

Decision maker

Test Tester

Deliver

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Empathize Kickoff

Learn about and with the user To better comprehend the space, the people, and the user experience into the different areas, I de-

Empathize

Target User

cided to structure the research into three different parts: Spatial analysis, User analysis, and Spatial & User analysis.

Define

Co-designer

Decision maker

Ideate Decision maker

Make

Test

Tester

Deliver

Project area

Prototyping area

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Spatial Analysis The office's shape was relatively simple: it's rect-

Storage: 2.5m2

angular, with a 140 sqm of surface and alongside

Coffee area: 1.2m2

which measures about 20 m and a shorter side measuring around 7m. The layout of the office di-

Project area/desk: 25m2

Prototyping area: 25m2

vides the space into three main areas: project area A, project area B, and a multi-functional area in the middle, which hosts a meeting area, a presentation rea/relax area, and a prototyping area. The office has two symmetrical entrances, separated by a central showcase that gives visibility between the corridor and the central part of the office.

Relax area: 13m2 Project area: 76 m2

Meeting area: 16.9m2

The employees of the UX office do not have a fixed position in the dedicated working space; they move

Project area

Relax area

depending

Printing area

Prototyping area

Coffee area

Storage

on

the

project which they are assigned to. Usually, every project is run by 2 to 4 people maximum, plus interns.

Relax area

140

Meeting area

m2

Coffee area

Meeting area

Project area

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User Analysis For the user analysis, I planned interview sessions with all the UX office' users and a co-creation activity. The goal of this phase is to collect as much information as possible from the users. The informations collected are divided in: direct information with the interviews, and thoughts with the Lego co-creation.

Interview guidelines: To frame and understand how to gather information from the users, I defined with the Senior User researcher an interview guidelines. The guideline allows me to set different questions in order to collect as much information as possible.

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Space & User Analysis This type of analysis helped me to connect the user analysis and space analysis by understanding the experience of the users while using and living Activities

the working space.

I used different methods, such as direct observation and participatory observation with the end-users. Moreover, I used the "activity location" to understand, which is the relationship between users, spaces, and working activities.

Activities + Places

Activities + Places + Experience

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used -

+ used

Chart of areas used From the closest graphic, it is possible to comprehend that the most used areas of the office are the project area on the side, while the prototyping area is the less practiced one.

These activities helped me to understand which is the User's flow within the office, and moreover, on understanding which were the most and less used areas of the office.

People flow chart From the flow chart instead, it highlights the central corridor of the office, which connects the project areas and serves the other area of the office; at the same time, it's understandable how the first access to the office is the most used, due to the proximity of the building's connections.

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What about the office's guest?

To design a space that also considers the guest's experience, I hybridize the service design tool "user journey." The purpose of this tool was to map the main guests' actions within the space.

The user journey is designed according to the different types of users highlighted with different profile "personas."

The objective is first to support the UX team to host a different type of guests, and second, to host the guest in an environment designed by considering their needs.

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Stefan A regular friend of the office About

Personality

Age: 32

Extrovert

Introvert

Location: Shanghai

Sensing

Intuition

Status: Single

Thinking

Feeling

Role: Designer at PT department

Judging

Perceiving

UX office

Goals

Knowing UX team

Always looking for the head of the department to have meetings. Genuinely interested in the UX office works, always asking the good coffee of the office

Knowing UX office Office visitor

Frustrations Frustrated to lose time, and to not accomplish all the daily tasks

User journey Before PHYSICAL EVIDENCE

ENTRANCE

COFFEE AREA

STEPS

1- TO WELCOME

2- TO ACCOMMODATE

COSTUMER ACTIONS

Stefan, without inform the office members, knocks the door

Starting conversation: Stefan knows all the members of the office; it is starting a friendly chat, moreover, ask for a coffee.

TOUCH POINTS

DOOR

COFFEE MACHINE

Usually, the closest member goes to open the door

Offer a coffee to Stefan while having a conversation with him

MOTIONS MAP

TEAM ACTIONS

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5 4 3 4

2

5

1

During

After

RELAX AREA

RELAX AREA

ENTRANCE

3- TO WORK

4- TO CONCLUDE

5- TO LEAVE

Usually, after the coffee, he starts an informal meeting with the head of the department. The meetings take place in the relax area

the meetings usually are concluded with questions about new projects or about the new intern, and with a tour to say hi to the other members

Stefan leave the office

For informal meetings usually, every member could attend it. If it is a "private" meetings, Stefan and the head moved outside

In this case, the team could both attend the entire meeting or leaving to work.

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User Boards The research phase ends with the generation of User Boards. A user board is the collection of direct information, indirect information, and thoughts related to each User. For this type of project, I designed six different user boards related to the six users of the space.

User photo

Before During After Nice to know

Define Construct a point of view based on users needs and user insights The goal of this phase was to produce the project guidelines based on user analysis.

The first step was to define groups of insights, called clusters, that could be connected to each other. Once all findings are clustered, I started to work on the meaning of each cluster. The second step was to generate "top findings," by giving a name and a small resume of the insights collected

This was one of the most challenging phases of the project, since there is no specific science process to cluster findings, and there is no particular rule to follow.

User boards All the findings collected in each user boards.

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Clusterization

Top findings

Filter out the most significant information.

Define groups of insights, called clusters, that could be connected to each other.

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The next step was the "ideation phase," where I used how might we question, to

TOP FINDINGS 1

Top findings

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generate ideas based on the Top findings. Thanks to the “how might we” questions, I set myself up for innovative solutions, which are based on the needs and

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problems of the final User.

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TOP FINDINGS 1

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TOP FINDINGS 3

OPPORTUNITY AREA 1

TOP FINDINGS 4

"HMW" questions for each "Top findings," the clusterization began. This process allows the production of "opportunity areas." In this way, the ideas generated are more structured while keeping the relationship with the user findings. The opportunity areas were the guidelines of the projects and facilitate the work of the designer to generate concepts based on user research.

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Feedback from the users To develop a project space, which is supported and ideate through user research, the users were involved in evaluating how much the original space layout of the office is fulfilling each opportunity area.

OP 1: Do not disturb, do not be disturbed OP 2: Increase Usability and Flexibility OP3: More privacy in the office OP 4: The right things in the right place OP 5: Welcoming and guests’ Activities in UX office OP 6: Show up.. but the right things

This analysis allowed me to understand the critical point of the space, to prioritize my design choices based on the user experience of the workers.

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Ideate Create possible solutions The design of the space is designed to consider all the six opportunity area. Consequently, the two concepts will be explained through each opportunity areas.

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The first concept was based on conceiving different types of project areas according to the project requirements. Besides, the use of the central area was improved, and its image and use are main-

Kickoff

tained.

Empathize

Target User

Define

Co-designer

Decision maker

Ideate Decision maker

Project area

Relax area

Printing area

Prototyping area

Coffee area

Storage

Meeting area

Make

Test

Tester

The second concept was based on rethinking the "balance" among project areas and multi-functionDeliver

al areas. At the same time, the showcase should be redesigned to provide a different office message, and some activities should be hidden to increase people's privacy.

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EXAMPLE- Concept 2: Opportunity area 5: Welcoming and guest’s activities in the UX office In the graphic below, there is an example of the feature's explanation of one concept, through the opportunity area: "Welcoming and guest's activities in the office workplace."

Directly connected to the analysis of the guest’s experience within the office and the analysis of work modes of the team, keeping the same importance between hosting activities and working activities is the focus on the redesign, by designing a space that allows both working aspects running at the same time.

Space is divided to facilitate this process of hosting and working at the same time: due to several reasons, the use of the two entrances is split for two different users. One entrance will be related to the user guest, and the other one will lead the guest directly inside a project space, related to the UX team.

For this opportunity area, the user journey is used to map the actions and movements of the guest effectively and to check the movements and flow of people within the space.

Moreover, the different office activities are related to the two different parts of the office.

With this layout, the UX team is not disturbed by welcoming guests, having meetings, or presentations, while at the same time, the guests are not disturbed by the project activities by the UX team.

Project area Area related only to the UX team

UX team entrance

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Stefan

Anne

Wang

A regular friend of the office

A famous workaholic manager

A young external developer

Relax area Divided from the meeting area, could be used at the same time

Multi-functional area Guests entrance

Area to host guests and their activities

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Users as “Decision Makers” The ideation phase ends with a second presentation to the entire Bosch UX team. During the presentation, the two concepts were presented through the opportunity areas. The presentation explained every single design choice related to the research, and the UX team is asked to evaluate, in a subjective and personal way, the effectiveness of both concepts. This process allowed the team to be involved as a decision-maker, allowing them to decide which part has to be tested during the prototyping phase.

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OP 6: Show up.. but the right things

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OP 5: Welcoming and guests’ Activities in UX office

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OP 2: Increase Usability and Flexibility

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OP 1: Do not disturb, do not be disturbed

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Make & Test Build a prototype of your solutions.

Put your prototype in front of users for feedback.

This project's phase, was one of the most challenging of the entire project, since "In Service Design, prototyping is used to explore, evaluate, and communicate how people might behave in or experience future service situation" (Stickdorn et al., 2017). While in Spatial Design, the term prototyping indicates the physical model of a space.

In the past, the physical model helped the designers to understand proportion, the volume within the space.

The prototypes approach used during this project were two: “rapid prototyping” and “role-play.” In the first case, a “rapid prototype” is used to prototype and test both the Spatial concepts and share the results directly with the users. In the second case, the “role-play” was used to involve the final users to experience the different Spatial configurations, to receive feedback and readjust the solutions quickly.

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Goal The prototype was focused on testing some parts of the concepts presented by involving the final users as both co-designers and user tester. The prototype structure was designed to be able to test different Spatial configurations, collecting feedbacks by having the users experiencing the different space layout.

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Prototyping purpose To test and experience the real needs and problems of the users with the users.

"To produce work which is grounded in reality, not in assumptions and opinions." (Stickdorn et al. 2017) To create awareness for the project itself: the UX team felt empowered during the process.

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Deliver More than ten different

spaces

layouts

were tested with the final user, considering both

reiteration

and

improvement. Neither concept one or concept two were chosen,

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1st

2nd

solution

solution

Different spatial layouts were tested.

but due to the prototyping phase concepts, a third concept was designed, which merge part of both ideas and new ideas generated from the prototyping phase.

The final layout was designed to satisfy the needs and problems of the users, thanks to the research and the User's involvement during different design phases. The final solution, therefore, takes into consideration the use of office space. It enhances the office's privacy. It increases the usability and space's flexibility furthermore, improved the guests welcoming, and facilitates this condition for the team members.

rd 3 solution

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What I have learned Thanks to this project, I learned how to merge two different design disciplines (Service Design & Spatial Design) to conceive spaces that are more tailored to the User's needs. I experienced how to use the Design thinking process, a feature of Service Design in the Spatial Design field. Personally, I understood that this S+S approach could be significantly important if the goal is to design a space that considers the experience, needs, and problems of the final users.

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Dish!

Project field: Service Design

Type of work: Team work

Time: 1 months

Place: Shanghai, China

Keywords: #Service-Design #Shanghai #Community #Siping #Inhabitants #Codesign

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SERVICE DESIGN

A project focused on “Pop-up community” in Shanghai’s district.

How could Service Design be used to support Siping’s citizens, to design temporary pop-up communities?

Introduction

My role

During my experience in China, I had the chance to

During the project, I planned the user research

work on an innovation Project with the DESIS lab

activities with my Chinese teammates, I took part

of Tongji University, in Shanghai. Throughout the

with the team in the ideation phase, and I man-

design project, I had the opportunity to work in a

aged the prototyping phase within the neighbor-

different context compared to Europe, working in

hood. Moreover, I coordinated the co-design event

the field with Chinese citizens and university stu-

within one of the compounds close to the campus,

dents. It was a real challenge, dealing with Chinese

and I dealt with the property manager, citizens, and

people, due to a different background and mindset,

students.

but helps me a lot to force my self always to see things from different perspectives.

Kickoff The goal of the project was to create a new experience that could generate “pop-up communities” in the Siping neighborhood of Shanghai. Since the very beginning of the research phase, we highlight the presence of both citizens and university students that lives in the neighborhood. Therefore, we decided to focus our research on understanding, which could be a good connection between these two different entities.

How might we create “pop -up communities” among people with different habits, background, and culture?

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For all the process, it’s decided to use infield research as main assets.

Since the Chinese culture is very different compared to other westerns cultures, we decided to focus our research on understanding as much

Campus

as we could from the neighborhood lifestyle.

We used direct observation, interviews, shadowing and self immersion to gather different types of “findings�.

The all process was focused on the cultural gap

D&I

between Chinese citizens and the international students that lives nearby the campus.

We decided to take this cultural gap as an opportunity for us to design something meaningful for both our users.

Food lab

Empathize Thanks to the infield research, we understood that the Siping neighborhood is a heterogeneous district of Shanghai. Through this analysis, it was clear the fact that Chinese people live the streets as part of their daily life routine: a place where they could spend many hours per day doing different activities. During those days, most of the citizens that we interviewed show a lot of interest in us (international students), and some of them try to interact with us.

Food shop

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Research insights We conduct several user

interviews with-

in one of the community centers of the neighborhood. Meanwhile, several international students from Tongji University were interviewed.

International students spend more or less six months for Erasmus programs at Tongji University; due to this reason, they tend to stay and live close to the university. Moreover, the latter that we interviewed said that they try to create a connection with citizens, but it is difficult due to the language barrier. Food is the other big deal in the first month of life in China: it is hard to know which kind of products buy, and it’s even harder to understand how to cook food that only in China exists.

The goal of the research phase was to collect many different pieces of information by using different research methods, and then combine and triangulated them.

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Define After the infield research, we clusterized all the informations found. We decided to focus on creating connections between the citizens and the international students by using food. Food it's a way to sharing values between people represents the different culture, so could also be used to know and learn different habits or tradition. Furthermore, for Chinese people is strict and related to the culture, and it's also a primary need for everyone.

To better understand both users, we designed two persona: The international students and the Chinese teacher. The international students , which wants to know more about Chinese culture and would like to explore more the Siping area. At the same time, he/she’s difficult for him/her to interact with Chinese people. Moreover due to the language barrier, very often he/she doesn’t know which kind of food he/she’s buying or eating.

Then we had a Chinese teacher, that even if she doesn’t know how to interact with the expat, she would like to know more about their stories, and she likes to spend many hours per day outside gathering with other people, in the same place.

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Jan Explorer “A journey is best measured in friends, rather than miles.” – T.C Age: 26

Sh - Siping

Tongji Student Discovering addicted Motivations Extrovert

Introvert

Goals Wants to know more about Chinese culture.

Sensing

Intuition

Thinking

Feeling

Would like to explore Siping neighborhood in a short time.

Frustrations “It’s very difficult to interact with

Judging

Perceiving

Chinese people.”

“Very often is difficult to understand which type of food I eat.”

Wang Fang “Talk doesn’t cook rice.”

Age: 73

Sh - Siping

Retired teacher “The sweet Mother” Motivations Extrovert

Introvert

Goals She would love to know Expat, their

Sensing

Intuition

Thinking

Feeling

own stories.

She likes to spend time outside in gathering points with other inhabitants.

Frustrations “I don’t know how to communicate with in-

Judging

Perceiving

ternationals”

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Ideate How might we make international students and Siping Chinese inhabitants communicate without words?

We have designed a series of events aiming to create international pop-up communities in Siping district. It allows participants to go beyond the language barrier and to share experiences through FOOD.

The idea is based on keeping the natural gathering points of Chinese people in Siping neighborhood, and including two main categories of users that will be part of the project: the Chinese inhabitants and the international students of Tongji University.

One of the other goals of our idea was to facilitate and push international students to explore and interact more with the neighborhood itself. To do that, we have designed and consider the whole system around the service.

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Short english word related to food and easy to pronunce also for Chinese people.

Done In SHanghai.

Descriptive payoff of the three main steps of the system.

We have designed a service by considering both the analogical part and the digital part as part of the same system. In the physical environment, there will be a way-finding system, to facilitate the shopping experience of international students in Chinese markets, and let them know more about the neighborhood. Moreover, food boxes and an analogical map, allows the latter to buy food from the shops in partnership with the service. Therefore, the way-finding system could help the shop owner about quantity, price, and type of food the students are looking for. Moreover, the shop owner gains visibility and implements his clientele.

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op Sh s op m pi ap n g Ta lk w i th th Go e Sh ho op m s e

Preparation ro up

Get in touch

Poster in the University

Wechat official page

Digital receipe

Totem around Siping

Digital invitation

List of food

Digital map

How does the system work?

Regarding the international students, their first

international students have to buy the food for the

step was to know about this event and to know

event. They check the recipes and go to the part-

the way-finding system. Through posters, ad-

nership shops in Siping, to have a better shopping

vertising and the way-finding itself students will

experience.

know about the main event: “learning how to cook

The fourth phase was the event: international stu-

Chinese food�.

dents join the events, and they learn how to cook

The second phase was related to be prepared for

Chinese food directly with Chinese inhabitants.

the event: the students, through the official page

For what concern the Chinese inhabitants, we have

of the DISH on WeChat, check the recipe for the

two main steps. The first one is to getting know

Chinese dish, getting information about the event

about the events through our advertising and totem

and see which kind of shops are in partnership with

spread in Siping both write in English and Chinese.

the service.

The second one is to be part of the WeChat group

The third phase was the shopping experience: the

and sign up for the event.

53

wayfinding Shop’s totem and poster

ve n

t

ba g Kitchen appliances and tools

te ai

tn

ex

e W

Go

e th

ho m

do gg

er th

Raw Food

Fi ll

to ge Ea t

Co ok

e pa r

y

ts

Physical recipe

fo od

ip an ti c Pr e

M ee

tp ar

e th to

GO

Ch

ec

k

ti m

e

an

ev en

t

d

lo ca

ti o n

Event

Doggy bag

The purpose of this service was to create a connection between these two users, avoiding using words.

To learn and understand better Chinese culture related to food, and at the same time, let the international students explore more the Siping area.

54

System map We have used the system map to understand the main stakeholder involved, the flow of information, money, and material among all the actors involved.

Designers

Toolkit

Event organization Wayfinding material

Event

Food Help Money

Shops

International students

Food Knowledge

Informations

Food

Informations

Neighborhood Committee

Money

Facilities Space

Citizens

Space

Money Information

Municipality

Material

55

Make and test We have decided to prototype both the shopping experience, and the cooking event with the Chinese inhabitants, in order to test and check the weaknesses of this phase.

Shopping experience To prototype this part of the service, we have designed a storyboard, which allows to understand the principal part of the user journey, both for international students and shops owner. Therefore, the whole experience of using both way-finding system and app was tested directly with both international students and shops owner.

4 - Download the recipe

1 - See the poster

5 - Go shopping

2 - Scan the QR code

6 - Check the poster

3 - know the event

7 - Buy food

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Cooking event Thanks to the neighborhood committee, Siping citizens, international students of Tongji, and the DESIS lab of D&I college, we have prototyped the cooking event in one of the main compounds of Siping district. At the beginning of the event, all the inhabitants were curious about our presence there, but then, when they realized that we were there to learn how to cook a typical Chinese dish, they start to help us and give advice in every cooking phase: to avoid the language barrier they directly help us to prepare food using their hands. Personally, I thought it was interesting and surprising how they became part of the initiative. The main idea of the pop-up community was related to promoting this type of unexpected interactions, without planning too much but let them people build and participate directly in the event.

57

What I have learned During the design process, I have learned how to interact with people with a different culture and a different background. I have learned how to manage different design phase in a Chinese context, and most importantly, I understood how much is an important to learn and to understand a different culture.

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Connecting Diversity Project field: Service Design Spatial Design Communication Design

Type of work: Team work

Time: 2 months

Place: Milan, Italy

Keywords: #Service-Design #Spatial-Design #Milan #Way-finding #Experience-Design #Dormitory

59

60

SERVICE & SPATIAL DESIGN

Designing Spaces, and Experiences through Service Design.

How Experience design, Design Thinking and Spatial Design could be used to upgrade a university dormitory.

Introduction

My role

Newton residence is the latest construction for

During the project, I took part in planning the

Politecnico di Milano. Issac Newton is placed via

User research activities, managing the co-design

Mario Borsa, 25, and its the newest of the 5 resi-

event, and generate the concepts based on the us-

dences of Politecnico. The building was renovated

ers’ research. Moreover, since my background is

in the summer of 2016. It was a big project, but the

in Spatial Design, I was in charge to understand

situation inside Newton can be said that it’s still un-

how to merge the Service Design approach into a

der progress.

Spatial Design project.

Kickoff The Politecnico of Milan’s management, ask the dean of the design school, innovative solutions to enhance the living experience of the university dormitories. For this particular project, the Service Design’s students of Politecnico were involved.

The project’s goal was to improve the living conditions of the dormitory’s users by involving them in understanding their real needs and problems.

For these reasons, we had the opportunity to engage students and dormitories’ staff during the infield research and the ideation phase, thanks to a Co-design event organized within one of the Politecnico dormitories.

61

Kickoff

Personally, I had the chance to combine together the Service Design approach and my Spatial Design skills.

Empathize

Define

Ideate

Make

Test

Deliver

62

Empathize Due to time constraints (one month to do research, synthesis, ideation make and test and deliver), we decided to do the user research in two days.

We created a Co-design event within one of the Politecnico dormitories, to involve the final users.

We decided to use an informal approach to collect useful insights; we designed meaningful activities to gather information but also appealing to the users. Moreover, we used other user research methods, such as shadowing, interviews, and observations, to collect direct and indirect insights. We collected ideas and problems related to “living the dormitory� theme by all the participants.

Furthermore, we did several activities to collect meaningful insights. We used the facilities of the dormitory as touch-points, a starting conversation to understand the user’s perspective.

All the materials obtained were used to synthesize and clusterized the findings to create meaningful insights for the concept development.

63

Define After the co-design activities and the user-research, we start to find common ground among all the insights collected during the research.

One of the main challenges during this step was to connect different insights of different users from different types of research and activities.

During this step, I learned how important it is to go beyond the insights collected to figure out the common findings.

24 india

Saumitra from Siliguri Moved to Milan in august 2016, he chose Newton residence from the scholarship. He has whatsapp group with his indian friends.

STUDENT: PERSONALITY: HOBBIES:

Msc. Engineering Politecnico Leonardo Campus FUNNY AND ALWAYS EXCITED COOKING, PC GAMES AND TECH LOVER

SPACES: BEDROOM GARDEN KITCHEN LIVING ROOM MEDIA:

7:45 9:30 1:30 19:15 19:30 20:45 22:30 01.00

alarm rings first lesson lunch back to Newton dinner kitchen play pool play call of duty sleep bedroom

64

Ideation Thanks to the ideation process used in the design thinking process, we were able to frame transform the insights and the problems collected into the guidelines of our project. We decided to use one of the main keywords that cames out during the co-design session, "FAMILY." We started to work on the meaning of family and what values have it.

"Family is more than a group of people sharing the same space. A family is a mix that consists of values such as trust and support, of rules, habits, experiences, and memories."

we should buy and cook the garden is not used at all more green inside Newton

need of a music room

all sig

Re organise aperit

no home

Refine

give sig

The concept's goal was to deal with cultural diversity related to different cultures that coexist within each dormitory. The most useful method to deal with diversity was to create enjoyable experiences made by the perfect blend between spaces, services, and people. We decided to design, by considering the "before," "during" and "after," used in the customer journey maps in Service Design, to keep these experiences strong and meaningful memory of their student's lives.

"To create the most interesting experience for them and leave strong memories out of experiences."

cu eve interests hob behav

65

Change on the stricked furniture rules

let’s create more social events newspapers and magazines in the living area

more facilities in the garden area

k together

newton co-working session A quite area to study separated from games room

gns in italian

more flexible common spaces

tivo event!

mix culture events Kitchen is the only social and cultural hub

e feeling hospital feeling interior Someone to adress to....

Study area-poor lighting not easy access to the laudry

gardening and planting vegetables and fruits

laguage barrier

e the smoking spaces Staff is unfriendly, unhelpful and speak only italian

more board games and events not safe garden during night

ulture ents s bbies viours

enviroment multifunction lifestyle

diversity

connection participation needs

gns and colour to the space

int. family

activities spaces usability objects tools

66

Spaces The way to host activities and people.

Our mission was to form the space in a way

The big social hub is strongly connected by mate-

to be flexible and easily adjustable to the dif-

rials, items of furniture and colors, but at the same

ferent kinds of ideas we proposed, but also

time, each corner of it serves a different kind of ac-

to be ready to accept even new ones. The perfect

tivities. Space, for example, can be formed by the

area for our purpose and mission comes from the

user and host different types of activities. Although

combination of living area, study area, and games

the rules now are not as strict as before, there are

area. The project aims at the mix of these three areas

still some restrictions in some spaces. In order to

in a prominent central space so that it can be read-

rearrange the space, we did several activities to un-

ily associated with a new social hub inside Newton

derstand how the users using the space.

available any time and for everybody. recreational area

co-working area coffee area

tv area games area

library

library

relax area

study area tv area study area

games area

67

We observed the users during the different moments of the day and of the week to better design the space according to their type of use.

68

Co-working area One of the main space for our projects is the “coworking-area,� a place where students could have different settings to work, according to the type of activties that they need to do: single position or multiple positions. With our proposal, we want to use the areas and also take advantage of the natural lighting that comes from the window. Moreover, we decided to use modular and movable furniture to give the possibilities to the students to use the space according to their needs.

69

Coffee area For us, coffee area was one of the most important spaces in our projects that could implement the connection among people, also solve many problems that we face during the research in the field, like the distance between different facilities. We decided to design a space that could be accessed from many other spaces, and at the same time, could be useful for everyone. The Service Design approach was really helpful to place and create the right connection among the different areas of the floor. We designed by considering the coffee area as a Service, so we considered different features: positions, relationships with other areas, type of use by users.

Co-working area Living area

70

Living area The living area represents our concept of “connecting diversity.�

We decided to design a space that could be used in many different ways, but also that could be open and combined with different spaces on the same floor. Physically, we connected two levels by using bleachers made by plywood which that could use in many different ways. Visually we connected this space with the game area, and the entryway of the floor, by using the same materials.

230 180 140

80

71

We have Re-designed these spaces, starting from the needs and the problems of the users.

Thanks to different research methods, it was possible to understand how to improve the layout of the space and, due to the various prototypes, it was possible to test the diverse spatial layout configurations by involving the final users.

72

Communication The way the environment communicates with people.

Then we focused on environmental communication, or wayfinding, to make Newton dorm communicate with people.

We decided to develop a strategic wayfinding scheme. We were able to build up a modular wayfinding system that will adapt to the building environment. We did a lot of user studies with the ideal path of them, to create different proposals and options of wayfinding. We discover that the main problem of Newton Residence is the sense of feeling inside a hospital because of the white spaces and walls.

Residents don’t have a definite feeling of home, and inside the building, the environment is undefined.

73

Then we tested them. We moved to the actual environment, and, with the help of paper prototyping, we started testing the different signs.

By developing a methodology, it was possible to tes different user’s paths: we build specific personas and some path-tests, then we took some real users, and we let them try to follow this ideal path.

The good part of this process was that we were not only testing our wayfinding but also gaining a lot of meaningful insight from people that already knew that place.

74

75

spaces signs services signs floor_corridor signs

We have used fast prototyping for every sign of the wayfinding system, to understand if were suitable to the spaces, concerning dimension, and meaning. The final result was a system of icons and signs with specific directions.

We provide clear icons for all the spaces and services of the dorm in order to deliver an accurate message and preserving their primary function.

76

77

78

Service The way to connect spaces and facilities with people “Newton board is an online service that was created, especially for Newton residents. It serves the combination of spaces and activities, and let people use them to invite people, create events, promote activities, offer courses/services and basically creates a big inner network of friends.”

MARCO

How do we create meaningful memories inside the dorm? How do we make people interacting more together?

DISCUSSION AWARENESS

CHECK EVENTS

UPLOAD THE EVENT

SPREADING THE NEWS

IDEA GENERATION “movie night”

CHECK IF THERE IS A SIMILAR EVENT

SIGN UP OR SIGN IN

SEND INVITATIONS

CREATE EVENT

DISCUSSION WITH OTHERS

USER’S ACTIONS

CHOOSE SPACE, TIME TOPIC, PEOPLE

SAUMITRA

MARCO’S INVITATION

CHECK EVENTS

JOIN THE EVENT

RECEIVE MESSAGE FROM MARCO

CHECK THE BOARD AND JOIN

JOIN THE EVENT

USER’S ACTIONS

SET THE EVENT SPACE

PLAY THE MOVIE

ARRANGE PLACES/ FURNITURES

ENJOY

SHARE EXPERIENCE

FEEDBACK

SHARE THROUGH DISCUSSION

ASK TO RATE THE SERVICE

CHECK IF SPACE IS FREE START ALONE

CALL PEOPLE AROUND

SPREADING THE NEWS

JOIN EVENT

SHARE EXPERIENCE

FEEDBACK

SHARE THROUGH DISCUSSION

RATE THE BOARD SERVICE

JOIN & ENJOY

SEND INVI TATIONS

DISCUSSION WITH OTHERS

JOURNEY TIMELINE ICON EXPLANATION

BEFORE

ACTIONS

ACT. INCLUDE TOUCHPOINTS

DURING

THE BOARD SERVICE

DISCUSSIONA

AFTER

LTERNATIVE JOURNEY START

79

MARCO wants a

MARCO and SAUMITRA

MARCO reads NEWTON BOARD

movie night

share event ideas

activities

MARCO creates

MARCO share

MARCO and SAUMITRA

the event

the event

set the space

The goal was to combine together the digital service with space features. To structure the online service, we have used user journey and storyboard, to test different design solutions to tackle the main problem that the service has solved: organizing the space and connection the students inside the dorm.

80

Each user can create event and choose the space to book, time and number of people

Navigation tree helped us to complete the step by CALENDAR

NEWTON BOARD

step service behind the interface; in this way, we shrieked the process as much as we could because one of the insights that came from the users was the messy interface and process of all the

Mode that shows events by categories

Politecnico's platforms.

Mode that shows events hosted by date

FLIP EVENT

OPEN DAY

EVENT

EVENT

event title date and time published by space (map) people (cap.)

event title date and time published by space (map) people (cap.)

JOIN

HIDE

search

JOIN

HIDE

order by

choose one

TYPE BAR

popularity (many) popularity (few) spaces date (earliest) date (latest) Alphabeticaly last upload

81

In the calendar the user can see which kind of activities and events, are organised by day and join them.

NAVIGATION BAR

CREATE EVENT

What I have learned

ACCOUNT

LOGIN STEP

Thanks to this project, I learned how

LOGIN STEP

to

SIGN UP

SIGN IN

SIGN UP

SIGN IN

matricola no. name surname email

EMAIL PASSWORD

matricola no. name surname email

EMAIL PASSWORD

improve

NEWTON FRIENDS

courses events&parties meetings board games table games championships movie nights workshops

EDIT INFO

TURN OFF

Name Surname Profile Photo Pepartment age gender Phone number email SAVE

and

the

user's

involvement.

I learned how to design meaningful out-

tures, by using a user-centric approach.

EDIT ACCOUNT

FRIENDS LIST (email)

ON NODIFICATIONS

proj-

such as analogical features, digital fea-

CREATE

APPLY FILTERS

Design

comes by considering different aspects,

DONE

choose space choose time choose topic choose capacity upload photo

Spatial

ect thanks to the Service Design approach

DONE

a

DELETE ACCOUNT

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The Knapsack Project field: Service Design Product Design Design strategy

Type of work: Team work

Time: 6 months

Place: Milan, Italy

Keywords: #Service-Design #Homeless #Milan #Product-Design #Innovation-Project #Hyper-city

83

84

SERVICE DESIGN, DESIGN STRATEGY & PRODUCT DESIGN

How Service Design can help the homeless ?

An innovative project to improve the conditions of the homeless, using a user-centered approach.

Introduction In Milan, homeless people suffer from weather conditions, illness, and hygiene issues. In 2016 the the situation got worse when the refugees increased in the city, due to this emergency, homeless stopped to receive the support they used to have from the charity organizations.

These associations used to provide them with food, shelter, medicines, and clothes .

Kickoff Our challenge was to develop a multipurpose solution to improve the health conditions of the homeless, involving the association in this innovation process, and creating value through innovative solutions for specific citizens in today’s society.

My role Since I worked in a multicultural team, I was leading the Infield research with my other Italian teammate. We have interviewed the homeless, the charity organizations, and the members of Milan's municipality. Moreover, I supported the product designer during the development of the physical output, and I worked as a Design strategist during the development of the Kickstarter campaign.

In the modern era, daily routines developed so fast, and a lot of cities have become so hyper in activity. Homelessness is one of the characteristics of Hyper-city. In light of the economic crisis, a lot of citizens lost their jobs and were not able to afford the expenses of living in big cities, like Milan. In consequence, they stop in keeping up with the fast rhythm, and they find themselves in the streets of the city with nothing‌ homeless.

23%

Of the homeless in Italy, Live in Milan

INCREASE OF

HOMELESS

FROM 2008 - 2015 ISTAT estimates of homeless distribution people in Italy, 2015

50.724 HOMELESS IN ITALY 85% MALE

85

86

58%

NORTH

23%

CENTER

20%

SOUTH

53%

N. WEST

Desktop Research To better understand the context of the study, we did different research to understand the homelessness’s phenomenon, the reasons behind this problem, and the solutions that already exist to tackle the problem.

We have collected different data and information regarding this phenomenon, and we translated into info-graphics more comprehensible.

42% ITALIANS

28%

HAD A HOME

58% FOREIGNERS

ISTAT estimates of homeless distribution people in Italy, 2015

87

Infield research After being framed a structure, we planned the infield research. We have involved different stakeholders: from several homeless that are living the street of Milan to different associations that support and help the people in Milan. We established a partnership with MIA (Milano In Azione) by going out with them and start to collecting “user’s stories.” The user’s stories allow us to deep-dive into the homeless’ lives, to understand their life’s perspective. These are some of the best infield stories:

Maria - 53 years old Although she has a house in Naples, she prefers staying in the streets of Milan to receive the food, clothes, and other services provided by the charity associations. One cold night, during the winter, she met Aziz (an Italian-Tunisian baker, who lost his job because of bakery bankrupt); she was feeling cold, and it was raining heavily, so he offered her a blanket, and since then they became a couple who lives together in the piazza of the central station, sharing pizza and their blanked during the cold nights.

Matteo - 34 years old Matteo was born in Italy, he has a degree in Psychology, and he became homeless when he lost his mother and fell into a depression. He likes to help other homeless friends who live with him in the streets of Milan by giving medicine and other things that he manages to get from charity associations. The most challenging problem of sleeping on the street during the winter is the cold weather: the humidity often rises from the ground, and it becomes difficult to find a dry place. He still dreams about the sun in Spain, where he can meet some friends who have a bar and start working with them.

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Synthesize Thanks to the in-field research, we were able to determinate what is the context of use of our idea, and due to ideation process, we were able to translate the data collected during the research into opportunity areas for our idea.

Mainly the homeless in Milan are living in the city center and the stations, especially Stazione Centrale, Porta

Garibaldi,

and

Cadorna.

The homeless that are living in the center of Milan are the most inserted in the social context; they do not create problems and are known and supported by different people. The stations are home to the homeless with some social problems and drug abuse, while the few homeless people living in the suburbs are people with serious social and substance abuse problems who do not want contact with people.

89

6:00 7:00

DUOMO CENTRALE CADORNA

We also try to understand their daily routine, and

LIBRARY FAST FOOD

their habits.

according to our Infield Stories, we created a simple customer journey of their daily routine and

STATION

7:00 12:00 CANTEEN

12:00 15:00 LIBRARY STATION

15:00 17:00 ASSOCIATION SERVICES

22:00 6:00 So, after investigating the habits of the homeless and their routine, it was evident to us that they need insulation to protect them from weather conditions: humidity, rain, low temperature, and wind.

Also, they need a bag-like to carry their belongings during the day while walking around the city.

WEATHER STAY WARM STAY DRY

FOOD

BELONGINGS RETAIN DAILY

STORAGE

90

Make & Test During the making and test phase, we always try to find the right answer to the following question:

How might we improve the live condition of the homeless during their actual routine?

While testing the first prototypes, we ultimately realized that the size of the folded product was critical, and moreover, the increase of humidity affected the strength of the material.

So we started the process by enhancing this element by finding the right folds to keep our design compact, but we failed: the size of the cardboard remains too big.

We find out that a good product’s feature must be: 1- Cheap 2- Light 3- Durable 4- Insulating We started our design prototyping, by test directly in-field the different solutions. At the beginning of the process, we used as primary materials cardboard boards since the homeless were very familiar with it, and it was also cheap and recyclable.

Cardboard was an important element to focus on while developing our design, thanks to many advantages that it offers to the homeless: partial insulation, availability, transportability, and adaptability.

After several prototypes and tests, we understood that using hard material was not a good strategy for a compact product.

We have done different material's research to understand which material could be used for our product's features. During the investigation of articles, we found plastic ones in folding and saw good potential: neoprene. Both keep the warmth, flexible to form, water repellent, and affordable. It turned out to be an excellent material to form, and we reached an eye shape design to cover the body from all sides. Then by adding a rope, the second mockup developed to the third that transforms into a bag carrying their belongings. However, the high market price of neoprene was a big problem for us.

91

Deliver: The Knapsack Our final solution was build by felt. In comparison with neoprene, it seemed more practical in folding and shaping into a bag; also, from the cost aspect, it was more affordable. The advantage of felt is its ability to keep warmth, to be recycled, and its low cost. Some felt fabrics are also waterproof, so they repel the water in case of rain.

The material was flexible to shape, and also the final mock-up leads us to a prototype that was produced quickly due to its simplicity. The production cost of such a product, in addition to material price and other pieces required for its functionality, presents a competitive advantage for our design.

To better understand the production costs and the lavoration process, we have visited some companies.

92

To keep the design simple and effective, we used minimal materials, and we focus our design on creating a simple foldable sleeping mat/ backpack. This backpack carries all their belongings during the day and is unfolded to be a sleeping mat at night.

The sleeping-mat/ backpack design has succeeded in satisfying most of the homeless' needs.

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Strategy to launch the Knapsack How do we deliver the Knapsack to the homeless?

And who is going to pay for it?

To provide Knapsack to the homeless, we need to launch our campaign before "Piano Freddo" starts, so before the end of October.

The "Piano Freddo" is a plan from the municipality of Milan that involved many associations in helping the homeless in the coldest period of the year.

The campaign is divided into three phases: 1- The first phase is communicating with the target donators through social media by showing the environment and the rough conditions the homeless live in.

2- In the second phase, we create an advertisement about Knapsack and launch the campaign on "Kickstarter."

3- In the last phase, we keep in touch with our community and show the progress of delivering the product to them.

What I have learned During the project, I learned how to manage different aspects of a Service Design project, which I never faced before. I understood how to frame interview guidelines in order to get meaningful insights, and most importantly, I understood the importance of using a reiterative design process to improve the ideas.

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Spatial Design Having a Spatial design background always allows

Moreover, be proficient in 2D, 3D drawing, in de-

me to consider several different aspects of a de-

signing illustrations and diagrams, in represent-

sign project; creativity, ability to think both con-

ing the ideas through rendering, mood boards,

ceptually and practically, managing different

or mock-up, are skills that I always cultivated

stakeholders, having strong capabilities in prob-

throughout my design career.

lem-solving.

In the following pages, you will have an overview

These peculiarities bring me to develop an eclec-

of my hard skills in Spatial design, developed in the

tic mindset, whom I used in various design fields.

last few years.

Coworking Space

Concept diagram: from concept to space layout

-1

Conceptual moodboards

95

Space’s renderings: Coworking entrance, hot desk and lounge area

96

House of Sound: Restore, Reuse, Redesign The ambition of the project “Home of Sound” is to give a new function to an abandoned building without any kind of economic interest. We have designed different installations with a low amount of money. The second goal is to conserve and connect the building to the park adapting the different architectural parts of the “house”. We think that design must have a role that is not only aesthetic; every single project is designed to have a social and cultural aim enhancemented to the place.

Spatial diagram - People flow

97

Rendering external environment and tube’s installations

98

Ski World Cup 2016 - La Thuile, Italy The project contest was established for the Ski World Cup Race, which was held in february 2016. The district wanted to onorate this event by building a portal at the entrance of the town. Our project was made by a concrete basment and a corten arc, which respect the requirment chose by the municipality; but we decided to include two peculiarities: the number of the ski track (3) that can be seen in the shape of the structure, is composed by a triangular structure to win the power of the wind.

Mokup portal, night view

99

3D model, south view

3D model, north view

3D model, perspective view

100

Graphic Design Skills The aesthetic aspect of every design projects is fundamental to communicate the ideas effectively.

That’s why, during my career, I always gave the right importance to the looks-like of the final output.

In the following pages are showed two projects which were used booklets to present the overall ideas.

The first one, LIMBO, is related to the design of a live exhibition within Hangar Bicocca in Milan; the booklet shows the strategy to launch the exhibition and the design of the performance.

101

102

The second one, “Al Dente, an Italian Story,” it’s a project to describe the world of pasta from a different point of view: not only as a food resource of the Mediterranean diet, but also as an actual design object with related features. The goal of the project was to give the right importance to pasta as part of the Italian culture.

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Personal Contact +39 347 0176577 taje.luca@gmail.com