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Contents Design for Society ˙Doable-Service Design for Dimentia Long-term Care Center ˙Take It Easy- Creative Suitcase for Wheelchair Users. ˙Elderly Traveler- Service Design for Aging Society
Design for Healthy ˙Eyes-caring Light- Product Design for Modern People ˙Blood Glucose Device- Product Design for Diabetic
Design for Environment ˙Road Reflection Light- Product Design for Road Drivers ˙Circle Around-Product Service System Project in Tainan
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Service DesignďźšDementia Long-term Care Center ASLIS International Workshop 2015 Teamwork Service Design Project Role: Team member, Coordinator, Service Designer Sponsored by the Ministry of Education, Taiwan
Dementia with Community
In the aging society, the average age is getting older. "Doable" is a concept of service design. We connect community and social groups with dementia long-term care center. Dementia can contribute their performance to earn the respect, and society can get more understanding through performance. Moreover, the concept contains several relating organizations to build a dementia network. "Doable" is a bridge between dementia and modern society. In order to design the practical service, we did the users research and learning site observation.
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DOable (Team E) - Scenario Video https://www.youtube.com/watch?v=VRGkwfoHJR0
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Take It Easy Innovative Suitcase for Wheelchair people Graduate Design 2014 Role: Team Leader & Process Manager & Build 3D Model Instructor: Professor DING-BANG, LUH Co-desigh with FONG, LONG-KEI; LO, HSIN-YI ; CHEN, HSI Take It Easy is a suitcase designed for wheelchair users. It solves the problems of inconvenient use and psychological pressure of wheelchair users with suitcases on the market, enabling wheelchair users to pack their luggage on their own, without assistances of other people. It was the graduate design project spending a whole year. from user research to prototyping and modeling.
Take It Easy - Scenario Video https://www.youtube.com/watch?v=09XEPNfLE5I
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26
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%FTJHO GPS 4PDJFUZ
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35
Elderly Traveler SPOSAD Workshop 2015 Independent Design Project Innovative Suitcase & Service for future elderly people Workshop result: 89.24/ Ranking: no. 1
Elderly Traveler is not only a suitcase but also a company which provides group travel service for elderly people. In this aging society, more and more health elders want to expand their second life. Thus, service and product design for elders who love traveling can help them find similar friends and take the trip safely.
Ministry of Education Scholarship Program for Oversea Study in Arts and Design- Product Design
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38
%FTJHO GPS 4PDJFUZ
Problems of Elders' Travel Equipment 4RVBU
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45
H Design for Healthy
Eye-Caring LED Lamps Internship Program 2013-Summer Vacation Independent Project Instructor: Max, Yang Tsannkuen Co., Ltd. China Eye-caring lamps series are the lamps for people who overuse the smartphone. In order to protect eyes, different kinds of lamps are for the different condition.
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53
%FTJHO GPS )FBMUIZ
Universal Light 5IF MJHIU IBT UXP TJ[F WFSTJPO 0OF JT TNBMM MJLF B EFTL MBNQT UIF PUIFS JT CJH MJLF B PPS MJHIU 5IF VOJWFSTBM MJHIU TIBQF JT MJLF B QMBOU JUT DJSDMF TP UIF MJHIU DBO FBTJMZ DIBOHF UIF EJSFDUJPO .PSFPWFS JO PSEFS UP GVDVT PO UIF PCKFDU UIF UVCF DBO CF CFOE UPXBSE BOZ EJSFDUJPOT
54
%FTJHO GPS )FBMUIZ
Swing Light 5IF MJHIU JT OPU POMZ B EFTL MBNQ CVU B QPSUBCMF MJHIU 5IF MBNQTIBEF DBO CF TFQBSBUFE GSPN UIF TUBOE 8IFO QFPQMF HFU VQ BU OJHIU UIFZ DBO UBLF UIF MBNQ TIBQFE MJLF B TQPUMJHIU UP UIF UPJMFU "MTP JU DBO CF IVOH PO MJLF B DIBOEFMJFS " MJHIU DBO TBUJTGZ EJFSFOU DPOEJUJPOT
56
%FTJHO GPS )FBMUIZ
Magnifying Lamps 5IF MJHIU DBO CF PWFSUVSOFE UP VTF 5IF CPUUPN DPNCJOF XJUI B NBHOJGJFS TP QFPQMF FMEFSMZ DBO VTF JU UP SFBE QBQFST PS NBHB[JOFT .PSFPWFS UIF NBHOJFS DBO CF TFQBSBUFE BOE CF B IBOE NBHOJFS *U JT DPOWFOJFOU
58
Check Carrier Team Project with Tsai, Chen, Tao Blood Glucose Creativity Competiotion 2011 Hold by Delta Electronics, Inc.
Glod Award Check Carrier is a blood glucose device. It solved the complicated using process problem, enable diabetic use it faster and the appearance would not attract too much public attention. As a real user, I provided myself experience to be basic user research.
%FTJHO GPS )FBMUIZ
Motivation/ Background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
%JBCFUJD
0VS HPBMT
5FTUJOH CMPPE JO QVCMJD
1VCMJD BUUFOUJPO
#F DPOEFOU UP VTF JO QVCMJD
#BE NPPE
2VJDLFO UIF VTJOH QSPDFTT
First Hand Experience #FGPSF ESBXJOH JEFB TLFUDI XF EJE TPNF SFTFBSDI MJLF BTLJOH VTFST BCPVU VTJOH QSPDFTT PS GFFMJOH XIFO UIFZ VTF UIF NBDIJOF "MTP XF USJFE JU QFSTPOBMMZ UP VOEFSTUBOE UIF QSPEVDU EFFQMZ 'JOBMMZ XF DPODMVEFE TPNF UBSHFUT XF DBO EFWFMPQ JEFBT BOE JNQSPWF
62
%FTJHO GPS )FBMUIZ
Ideas Development
Protype Testing
*O PSEFS UP UFTU UIF VTJOH QSPDFTT BOE UIF TJ[F XF NPDLFE VQ UIF QSPUPUZQF BOE UFTU XIFUIFS UIF NFDIBOJTN JT SFBTPOBCMF PS OPU
63
%FTJHO GPS )FBMUIZ
Final Concept Dliver & Learning Reflection 5IF STU DPNQFUJUJPO HBWF NF B TIPDL
* XBT B UFBN MFBEFS BOE NBJO QSFTFOUFS PG UIJT UFBN BOE JU T UIF GJSTU UIF UJNF * KPJOFE B DPNQFUJUJPO "U UIBU UJNF * XBT KVTU B TFDPOE ZFBS TUVEFOU BOE * GPVOE * IBWF UIF BCJMJUZ UP DPNF VQ DSFBUJWF JEFBT BOE UBMFOU UP MFBE UIF EFTJHO TDIFEVMF )PXFWFS FYDFQU UIJT UXP BCJMJUJFT * DPVME OPU EP BOZUIJOH FMTF TVDI BT % NPEFMJOH QSPUPUZQJOH QIPUPTIPQ JMMVTUSBUPS FUD * GFMU EFQSFTTFE BU UIBU UJNF BOE UIF SFBMJUZ UBVHIU NF B MFTTPO 'SPN UIFO PO * QVTI NZTFMG UP MFBSO FWFSZ EFTJHO TLJMMT BOE CF JOEFQFOEFOU
64
%FTJHO GPS )FBMUIZ
65
E
Design for Environment
Raining Guardian Road Reflection Light Team with: Hsing-Yi,Lo Si-Yi, Wu Instructor: Jia-Jiun Lin 2014 LITEON AWARD Competition MERCK Special Award
Raining Guardian is a road reflecting light. It combined piezoelectric system which can absorb the pressure from rains falling down on the floor, and transform it into energy. More rains, more lighting. It improves the safety for drivers in the rainning day.
%FTJHO GPS &OWJSPONFOU
70
%FTJHO GPS &OWJSPONFOU
71
%FTJHO GPS &OWJSPONFOU
72
%FTJHO GPS &OWJSPONFOU
73
Circle Around Interactive Wating Area Design 2013, Product Service System Design, User Studies Porgram Role: Design Research/ 3D Modeling/ Data analyze Team Project with Yu-Jung Chang、Shan-Yu Wang、Hsin-Yi Lo
Connect people across the gap
%FTJHO GPS &OWJSPONFOU
Motivation/ Background
$JSDMF "SPVOE JT B QSPEVDU TFSWJDF TZTUFN 144 EFTJHO QSPKFDU PG 6TFS 4UVEJST QSPHSBN
0VS 144 GPDVT PO UIF JOUFSBDUJPO CFUXFFO QFPQMF JO XBJUJOH BSFB PG USBJO TUBUJPO 5ISPVHI PCTFSWBUJPO XF GPVOE PVU UIBU QBTTFOHFST TQFOE MPUT PG UJNF JO XBJUJOH BSFB UIBO PUIFS BSFBT JO UIF USBJO TUBUJPO )PXFWFS BT UFDIOPMPHZ BEWBODFT QFPQMF JOEVMHF JO UIF *OUFSOFU BMM UIF UJNF UIFSFGPSF MFTT JOUFSBDUJPO IBQQFOT CFUXFFO QBTTFOHFST 0VS 144 JT SFTVMU PSJFOUFE 8IBU XF XBOU UP EP JT UP JODSFBTF JOUFSBDUJPO JO UIF XBJUJOH BSFB )FODF DSFBUJOH B OFX XBJUJOH FYQFSJFODF JO B USBJO TUBUJPO
(BQ
Research Purpose ú*NQSPWF UIF DPOOFDUJPO BOE JOUFSBDUJPO CFUXFFO QFPQMF ú%FDSFBTF UIF BMJFOBUJPO DBVTF CZ UIF TUSPOH FOWJSPONFOU CFUXFFO QFPQMF ú1SFTFSWF VOJRVF UJDLFU DVMUVSF PG 5BJXBO
*ODSFBTF *OUFSBDUJPO
/FX 8BJUJOH &YQFSJFODF
76
1FSTFSWF 5JDLFU $VMUVSF
%FTJHO GPS &OWJSPONFOU
Product Life Cycle
#FODI JO UIF XBJUJOH BSFB
%FTJHO %FTJHOFS .BOVGBDUVSF 'BDUPSZ 4FMM 3FUBJMFS
1SF
#FODI
%VSJOH
"SSBOHFNFOU 4UBUJPO 4JU 6TFS 4FU CBHHBHF 6TFS 8BJU GPS USBJO 6TFS 5BLF B OBQ 6TFS $PODFOUSBUF PO UIF TNBSUQIPOF 6TFS &BUJOH 6TFS
1PTU .BJOUFOBODF 4UB $MFBO $MFBOFS -FBWF 6TFS
8F GPDVT PO UIF EVSJOH TUBHF PG UIF CFODI JO XBJUJOH BSFB TJODF USBWFMFST JO USBJO TUBUJPO TQFOE NPTU PG UIFJS UJNF PO UIJT TUBHF TVHHFTUJOH UIBU UIFSF JT NPSF PQQPSUVOUJFT GPS PVS 144
Stakeholders
1SJNBSZ 6TFST 5SBWFMFST 'FFM PQFO NJOEFE UP OFX UIJOHT BOE OFX GSJFOET
4FDPOEBSZ 6TFST $PNNVUFST 'FFM CPSFE BCPVU B SPVOUJOF MJGF
5FSUJBSZ 6TFST .BJOUFOBODF 5FDIOJDJBO .BJOUBJO QVCMJD GBDJMJUJFT
Research Questions 8IBU JT UIF SFBTPO UIBU XBJUJOH BSFB JO 5BJOBO 4UBUJPO DBOOPU USJHHFS QFPQMF UP JOUFSBDU XJUI PUIFST 8IBU JT UIF GBDUPS UIBU BFDUT QFPQMF JO UIF TUBUJPO OPU XJMMJOH UP JOUFSBDU XJUI PUIFST
77
%FTJHO GPS &OWJSPONFOU
Research Method Observation
WHY XF VTF
WHO
XF PCTFSWF
WHERE XF PCTFSWF
WHEN
XF PCTFSWF
HOW
8F XBOU UP PCTFSWF UIF SFBM JOUFSBDUJPO PG QFPQMF JO OBUVSBM TFUUJOH "OE OE UIF CSFBLEPXOT SFMBUFE UP PVS SFTFBSDI RVFTUJPO ˙3FBM JOUFSBDUJPO PG QFPQMF JO OBUVSBM TFUUJOH ˙'JOE UIF CSFBLEPXOT SFMBUFE UP PVS SFTFBSDI RVFTUJPO
8F TUBZ JO UIF TUBUJPO GPS NPSF UIBO POF IPVS FBDI UJNF BT B BDUJWF PCTFSWFS UBLJOH OPUFT PG XIBU XF PCTFSWF SFMBUFE UP PVS SFTFBSDI RVFTUJPO Ë™.PTUMZ USBWFMFST DPNNVUFST
-PCCZ BOE XBJUJOH BSFB JO 5BJOBO TUBUJPO
5IF OVNCFS PG QFPQMF DIBOHFT JO EJFSFOU QFSJPE PG UJNF *O NPSOJOH BOE FWFOJOH UIFSF BSF NPSF QFPQMF JO DPNNVUJOH IPVST XIJMF UIFSF BSF MFTT QFPQMF JO UIF BGUFSOPPO ˙.PSOJOH "GUFSOPPO BOE &WFOJOH ˙ EJFSFOU UJNF JO XFFLEBZ
IPVS FBDI UJNF "DUJWF PCTFSWFS 5BLF OPUFT UBLF QJDUVSF
78
%FTJHO GPS &OWJSPONFOU
Persona Mandy Chen
(FOEFS 'FNBMF "HF +PC 0DF -BEZ %FTDSJQUJPO -JWFT BOE XPSLT JO 5BJQFJ XIFSFBT EVF UP IFS KPC TPNFUJNFT TIF XJMM HP UP PUIFS DPVOUZ GPS CVTJOFTT BOE UBLF UIF PQQPSUVOJUZ UP USBWFM
(PBMT
7BMVF PG MJGF 1VSTF B XBZ PG QMBJO IBQQJOFTT (PBM PG MJGF 4IF IPQFT UIBU TIF DBO LFFQ TPNFUIJOH NFBOJOHGVM BOE NFNPSBCMF NFNPSZ JO IFS MJGF
#BDLHSPVOE "UUJUVEF
˙1MBO CFGPSF USBWFM ˙-JLF UP USBWFM PO USBJO JO 5BJXBO ˙0SEFS UJDLFUT JO BEWBODF ˙(P UP UIF USBJO TUBUJPO FBSMJFS CFGPSF BSSJWJOH UJNF PG USBJO
4IF JT BO PVUHPJOH PQUJNJTUJD QFSTPO BOE MPWF UP NBLF GSJFOET PS DPNNVOJDBUF XJUI PUIFST 4IF MPWFT EFMJDBDZ USBWFMJOH TIPQQJOH BOE UIJOHT UIBU GFFM IJHI RVBMJUZ 4IF BMTP QVSTVFT IJHI RVBMJUZ JO IFS MJGF
5SBWFMJOH JT IFS PXO XBZ UP NBLF 8PSL -JGF CBMBODF 4IF MJLFT USBWFM XJUI FBTF JO B NPSF FMFHBOU XBZ OPU JO IBTUF 4IF IBT QBTTJPO BOE DVSJPTJUZ JO MJGF BOE TIF JT B QFSTPO XIP DBO PQFO IFS NJOE XFMDPNJOH OFX UIJOHT BOE OFX TPDJBM BDUJWJUJFT 4IF XJMM BSSBOHF B MPOH WBDBUJPO JO PSEFS UP USBWFM JO 5BJXBO PS HP BCSPBE PODF B ZFBS "OE XJMM BMXBZT CF FBSMJFS BSSJWF BU TUBUJPO XJUI B MFJTVSF UJNF BOE SFBE CPPLT PS MPPL BSPVOE TPNFUIJOH JOUFSFTUJOH JO UIF XBJUJOH BSFB
Bob Wu
(FOEFS .BMF "HF +PC 4UVEFOU %FTDSJQUJPO " OBUVSBM CPSO 5BJOBOFTF BOE OPX B TUVEFOU PG /$,6 )F JT JOBSUJDVMBUF CVU NJME )F JT JOFYJCMF UP IJT JOUFSFTUT CVU CSVTI PUIFST BTJEF "4 B IFBWZ JOUFSOFU VTFS IF QSFGFST UZQJOH SBUIFS UIBO XSJUJOH BOE SFBEJOH $BTVBM MPPLT XJUI IJHI DPNGPSU JT IJT QSFGFSFODF
#FIBWJPST
˙4FMEPN EPFT IF UBLF B USBJO FYDFQU WJTJUJOH IJT HSBOENB JO ,BPITJVOH ˙.PTUMZ IF HPFT UP UIF TUBUJPO GPS QJDLJOH TPNFPOF VQ PS NFFUJOH GSJFOET #FDBVTF PG UIF JOFYJCJMJUZ IF XPVME UBLF UIF USBJO UP BUUFOE UIF SFMBUFE BDUJWJUZ ˙%PFTOU NBLF B DMFBS TDIFEVMF BIFBE BMXBZT TQFOET UJNF PO XBJUJOH CFDBVTF PG NJTTJOH UIF USBJO ˙ 8JUI UIF $ QSPEVDUT BOZUJNF IF DBO FBTJMZ QBTT UIF CPSJOH UJNF 5IF SVJO PG $ QSPEVDUT XJMM CF IJT OJHIUNBSF
#BDLHSPVOE "UUJUVEF
˙1SFGFST TPNFUIJOH DPOWFOJFOU BOE GBTU ˙)FBWZ EFQFOEFODF PO UIF *OUFSOFU ˙0OMZ TPNFUIJOH JOUFSFTUJOH NJHIU BUUSBDUT IJN
79
%FTJHO GPS &OWJSPONFOU
Working Models 5ISPVHI 0CTFSWBUJPO XF UBLF OPUFT BOE GJOE TPNF CSFBLEPXOT SFMBUFE UP PVS SFTFBSDI RVFTUJPOT 8IBU JT UIF SFBTPO UIBU XBJUJOH BSFB JO 5BJOBO 4UBUJPO DBOOPU USJHHFS QFPQMF UP JOUFSBDU XJUI PUIFST XIBU JT UIF GBDUPS UIBU BGGFDU QFPQMF JO UIF TUBUJPO OPU XJMMJOH UI JOUFSBDU XJUI PUIFST *O PSEFS UP GJOE UIF VTFST SFRVJSFNFOUT XF CVJME UXP XPSLJOH NPEFMT POF JT 1IZTJDBM "SUJGBDU .PEFMT UIF PUIFS JT 4SRVFODF .PEFMT UP BOBMZTF UIF CFIBWJPVS QBTTFOHFST XF PCTFSWF JO UIF 5JOFO 4UBUJPO
Physical & Artifact Models #VMMFUJO
MPDLFS
57
TFBU
#MJOE .BTTBHF
'PPE 4UPSF 4VTIJ 8BJUJOH BSFB JO 5BJOBO 5SBJO 4UBUJPO
#SFBLEPXOT
ú"UNPTQIFSF #BE FOWJSPONFOU BOE TQBDFQMBOOJOH NBLF DJSDVMBUJPO VODMFBS BOE BUNPTQIFSF HMPPNZ BOE EJN ú)BSE UP DPNNVOJDBUJPO /P FZF DPOUBDU 5IF UZQF PG TFBU JT PME QFPQMF DBO POMZ TJU UPXBSE UIF GSPOU CVU OPU GBDF UP GBDF XJUI FBDI PUIFS *U NBLFT QFPQMF DBOOPU FBTJMZ DPNNVOJDBUF XJUI PUIFST ú57 BUUBDUT QFPQMF 1FPQMF BSF BUUSBDUFE CZ 57T OPJTF
80
6TFS 3FRVJSFNFOUT
ú" DPNGPSUBCMF BUNPTQIFSF ú$MFBS NPWJOH DJSDVMBUJPO ú$BO FBTJMZ DPNNVOJDBUF XJUI PUIFS QFPQMF
%FTJHO GPS &OWJSPONFOU
Sequence Models
4FRVFODF .PEFMT PG QBTTFOHFST CFIBWJPVS 'JOE B TFBU JO XBJUJOH BSFB JO B USBJO TUBUJPO
5BTL 'JOE B TFBU JO XBJUJOH BSFB 5SJHHFS ú8BOU UP SFMFBTF UIF CVSEFO PG MVHHBHF ú 'FFM UJSFE UP TUBOE BOE XBJU GPS UIF USBJO 0WFSBMM JOUFOUT 5IFSF JT TPNF TQBSF UJNF CFGPSF UIF USBJO BSSJWFT
#SFBLEPXOT
ú/P JOUFSFTUJOH UIJOHT 5IFSF BSF OP JOUFSFTUJOH UIJOHT JO UIF FOWJSPONFOU UP BUUSBDU QFPQMF ú4FBU QMBOOJOH 1FPQMF DBO IBSEMZ IBWF FWF DPOUBDU BOE DPNNVOJDBUF XJUI FBDI PUIFS ú/BSSPX BJTMF 5IF BJTMF CFUXFFO UXP CFODIFT JT UPP OBSSPX ú/P USJHHFS GPS DIBUUJOH %JDVMU UP IBWF B UPQJD UP DIBU XJUI TUSBOHFST
81
6TFS 3FRVJSFNFOUT
ú8FMM TFBU QMBOOJOH 6TFS OFFET XJEFS BJTMF GPS SFBDIJOH UIF TFBU 5IF BSSBOHFNFOU PG UIF TFBU DBO IBWF FZF DPOUBDU BOE DPNNVOJDBUJPO FBTJMZ ú"UUSBDUJOH UIJOHT 4PNFUIJOH JO UIF XBJUJOH BSFB UIBU DBO IFMQ QFPQMF LJMM UIF XBJUJOH UJNF 4PNFUIJOH UIBUGVOUJPOT BT UIF USJHHFS GPS DPNNVOJDBUJPO XJUI TUSBOHFST
%FTJHO GPS &OWJSPONFOU
Design Result Service Blueprint 1IZTJDBM &WJEFODF
$VTUPNFS "DUJPOT
0OTUBHF 7JTJCMF DPOUBDU &NQMPZFF BDUJPOT
#BDLTUBHF *OWJTJCMF DPOUBDU &NQMPZFF BDUJPOT
8BJUJOH BSFB
$IBJS
"SSJWF UIF BSFB
'JOE B TFBU
1SPWJEF BDDFTT
1SPWJEF TFBUT
57
4JU BOE TFUUMF UIFJS CBHHBHF
1SPWJEF CBHHBHF BSSBOHFNFOU
1
8BUDI 57 PS PXO DFMMQIPOF
1SPWJEF 57
$MFBO UIF BSFB
% 4FOTJUJWF 'MPPS
*OUFSBDUJWF 4FBU
$VTUPNFS "DUJPOT
"SSJWF UIF BSFB
'JOE B TFBU
4VQQPSU QSPDFTTFT
)FBS UIF CSPBEDBTU 4FF UIF DMPDL
$BSSZ PO CBHHBHF
5BLF PVU UJDLFUT
#SPBEDBTU
2
3FBM UJNF 3FQPSUJOH 4ZTUFN
1IZTJDBM &WJEFODF
#BDLTUBHF *OWJTJCMF DPOUBDU &NQMPZFF BDUJPOT
$MPDL
$IFDL JG UIF USBJOT PO UJNF
4VQQPSU QSPDFTTFT
0OTUBHF 7JTJCMF DPOUBDU &NQMPZFF BDUJPOT
4QFBLFS
1SPWJEF BDDFTT
1SPWJEF TFBUT
% FFDU $MFBO UIF BSFB
*OUFSBDUJWF BOJNBUJPO 4JU BOE TFUUMF UIFJS CBHHBHF
*OUFSBDU XJUI UIF BOJNBUJPO
1SPWJEF CBHHBHF BSSBOHFNFOU
1SPWJEF UIF BOJNBUJPO
.BJOUBJO UIF TFBU
5BML XJUI TUSBOHFST
1SPWJEF UIF CMFTTJOH NFBOJOH .BJOUBJO UIF BOJNBUJPO
% 4FOTJUJWF 4ZTUFN
"OJNBUJPO 4ZTUFN
82
4QFBLFS
$MPDL
)FBS UIF CSPBEDBTU 4FF UIF DMPDL
$BSSZ PO CBHHBHF
#SPBEDBTU
$IFDL JG UIF USBJOT PO UJNF
3FBM UJNF 3FQPSUJOH 4ZTUFN
5BLF PVU UJDLFUT
%FTJHO GPS &OWJSPONFOU
Current Service Blueprint 5IF DVSSFOU TFSWJDF CMVFQSJOU JT UIF QSPDFTT UIBU IPX QFPQMF OE B TFBU BOE UIFJS GPMMMPXJOH CFIBWJPVS JO UIF XBJUJOH BSFB 8IBU XF XBOU UP DIBOHF JO UIF BSSBOHFNFOU PG UIF TFBU BOE UIF CFIBWJPVS BGUFSQFPQMFTJU EPXO 8F DPOTJEFS UIBU UIFTF UXP QBSUT NJHIU CF NPSF PQQPSUVOUJFT BEEJOH JOUFSBDUJWF USJHHFST
1 2
8IBU LJOE PG BSSBOHFNFOU PS GPSN DBO JNQSPWF UIF JOUFSBDUJPO BNPOH QFPQMF 4PNFUIJOH NBLFT QFPQMF DPNNVOJDBUF
1
6TFS 3FRVJSFNFOUT GSPN XPSLJOH NPEFMT
2
ú" DPNGPSUBCMF BUNPTQIFSF ú$MFBS NPWJOH DJSDVMBUJPO ú$BO FBTJMZ DPNNVOJDBUF XJUI PUIFS QFPQMF ú8FMM TFBU QMBOOJOH ú"UUSBDUJOH UIJOHT
5IF QSPDFTT XF XBOU UP DIBOHF JO UIF UBTL 'JOE B TFBU JO B XBJUJOH BSFB 
New Service Blueprint 5IF OFX TFSWJDF CMVFQSJOU XF QSPWJEF JO PVS 144 JT BO JOUFSBDUJWF TZTUFN JODMVEJOH UIF % TFOTJUJWF GMPPS BOE BOJNBUJPO FFDU TFOTF QSFTTVSF PG QFPQMF XIJMF TUBOEJOH PS XBMLJOH PO 5IF OFX TFSWJDF QSPWJEFT OPU POMZ UIF OFX BSSBOHFNFOU PG UIF TFBU DJSDMF BSSBOHFNFOU CVU BMTP JOUFSBDUJWF UFDIOPMPHZ DPNCJOJOH XJUI % TFOTJUJWF PPS XIJDI DBO QSPWJEF UIF BDDFTT PG JOUFSBDUJPO XJUI UIF QMBDF *O UIBU DBTF QFPQMF DBO IFBE VQ GSPN UIFJS TNBSUQIPOF PS FTDBQF UIF CPSJOH XBJUJOH UJNF IFOTF JOUFSTFUJOH XJUI UIF XIPMF OFX TFSWJDF JO UIF XBJUJOH BSFB "OE UIF JOUFSBDUJWF TZTUFN DBO TFSWF BT B USJHHFS UP IFMQ QFPQMF JO UIF XBUJOH BSFB CVJME DPOOFDUJPO XJUI FBDI PUIFS
8IBU XF DIBOHF BOE XIBU XF QSPWJEF /FX "SSBOHFNFOU PG TFBU
/FX 8BJUJOH BSFB *OUFSBDUJWF 5FDIOPMPHZZ
83
$POWFSTBUJPO USJHHFS XJUI BGUFS QFPQMF
%FTJHO GPS &OWJSPONFOU
Values
Values
Comfortable #SJHIU $MFBO
Experiental
Interactive
*OUFSFTUJOH 3FMBYJOH 4BUJTGBDUJPO
8JUI QFPQMF 8JUI TQBDF
Comfortable
8F XBOU UP QSPWJEF B CSJHIU BOE DMFBO BUNPTQIFSF GPS USBWFMFST JO XBJUJOH BSFB " QMBDF UIBU DBO QSPWJEF B DPNGPSUBCMF GFFMJOH JO UIFJS XBJUJOH UJNF JO TUBUJPO
Experiental
8F XBOU UP QSPWJEF B OFX XBJUJOH FYQFSJFODF UISPVHI PVS JOUFSBDUJWF TFSWJDF NBLJOH QFPQMF GFFM JOUFSFTUJOH SFMBYJOH BOE GVMM PG TBUJTGBDUJPO XIFO UIFZ TQFOE UJNF JO UIF XBJUJOH BSFB
Interactive
8F XBOU UP IFMQ QFPMF CVJME DPOOFDUJPO XJUI PUIFST JNQSPWJOH UIF JOUFSBDUJWF FYQFSJFODF JO XBJUJOH BSFB )FODF CVJMEJOH HPPE JNQSFTTJPO PG TUBUJPO JO QFPQMFT NJOE UISPVHI UIF JOUFSBDUJPO XJUI UIF TQBDF
Culture Design
*O UIJT QBSU XF BSF BTLFE UP QMBDF DVMUVSF FMFNFOUT JOUP PVS QSPEVDU TFSWJDF TZTUFN EFTJHO 5IFSFGPSF XF CFHBO UP BOBMZ[F UIF DVMUVSF %/" PG USBEJUJPOBM 5BJXBO DVMUVSF 5IF DVMUVSF XF DIPPTFE JT UIF .BTDPU 5JDLFU UJDLFU XJUI CMFTTJOH NFBOJOH CFDBVTF PG UIF OBNF PG UIF TUBUJPO *U JT B LJOE PG SFDPNCJOBUJPO PS XPSET XJUI EPVCMF NFBOJOHT JO $IJOFTF
.BTDPU 5JDLFU $VMUVSF 4PNF TQFDJBM DPNCJOBUJPO PG TUBSUJOH QPJOU BOE FOE QPJOU TUBUJPOT OFNF IBWF CMFTTJOH NFBOJOHT TP QFPQMF CVZ UIFTF UJDLFUT GPS CMFTTJOH BOE IPQF 'PS FYBNQMF JG ZPV CPVHIU B UJDLFU 宕䐁 UP ⥃㸞 ZPV XPVME HFU XJUI 宕⥃㸞䐁 XIJDI NFBOT 1FBDFGVM BOE )FBMUIZ 'PSFWFS JO $IJOFTF #MFTTJOH BOE IPQF 6TJOH UIF DPNCJOBUJPO PG TUBUJPOT OBNFT BT CMFTTJOH 8F XBOU UP BEE UIFTF LJOE PG CMFTTJOH JOUP PVS 144 QSPEVDU
1BJS 5IF CMFTTJOHT IBWF UP CF DPNQPTFE PG UXPTUBUJPOT OBNF XIJDI NFBOT ZPV IBWF UP QBJS 8F XBOU UP BEE UIJT GVODUJPO JOUP UIF JOUFSBDUJPO
84
%FTJHO GPS &OWJSPONFOU
Design Outcome-PSS
Circle Around *OUFSBDUJWF 8BJUJOH "SFB
"O JOUFSBDUJWF XBJUJOH BSFB DPNQPTFE PG TFBU BOE % TFOTJUJWF PPS 8F XBOU UP QSPWJEF B DPNGPSUBCMF XBJUJOH BSFB XIJDI TFSWFT FYQFSJFOUBM BOE JOUFSBDUJWF FOWJSPONFOU JO PSEFS UP JODSFBTF JOUFSBDUJPOT CFUXFFO QFPQMF
85
%FTJHO GPS &OWJSPONFOU
Seat #FUUFS 4FBU 1MBOOJOH
5IF BJTMF XJEFS UIBO UIF DVSSFOU POF BOE UIF TFBUT BSF NBEF PG XPPE XIJDI NBLFT JU FBTJFS BOE NPSF DPNGPSUBCMF GPS SFBDIJOH UIF TFBU $JSDMF "SSBOHFNFOU
.BLFT QFPQMF FBTJFS UP DPNNVOJDBUF BOE IBWF FWF DPOUBDU
Interactive Animation % 4FOTJUJWF 'MPPS 1POE &FDU 'JTI .BUDIJOH
5P QSPWJEF BO JOUFSFTUJOH OFX FYQFSJFODF DBUDI UIF BUUFOUJPO PG QFPQMF BOE IFMQ UIFN LJMM UIF XBJUJOH UJNF XF QVU B % TFOTJUJWF PPS XIJDI DBO TFOTFT UIF QSFTTVSF PG QFPQMF XIJMF TUBOEJOH PS XBMLJOH VOEFS UIF CFODIT "MTP UIF PPS DBO NBLF UIF FOWJSPONFOU MJWFMZ BOE CSJHIU
8BML JO 3JQQMF &FDU 3JQQMF FFDU SFWFBT XIFO QFPQMF TUBOEJOH PS XBMLJOH PO UIF TFOTJUJWF PPS
4JU EPXO .PWJOH 'JTI 1SFTTVSF TFOTPST XFSF QVU JOUP UIF CFODIFT 8IFO B VTFS TJUT EPXO B OFX TI XIJDI DBO CF JOUFSBDUFE XJUI XBT DSFBUFE PO UIF % TFOTJUJWF GMPPS 5IF GJTI BMTP TFSWF BT BO JDFCSFBLFS GPS UXP TUSBOHFST JO JUT NBUDIJOH GVOUJPO
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%FTJHO GPS &OWJSPONFOU "OPUIFS QFPQMF TJU CFTJEF ZPV 'JTI .BUDIJOH
8IFO BOPUIFS QFSTPO TJUT CFTJEF ZPV IF PS TIF XJMM BMTP HFU B TI 5IJT TI XJMM CF QBJS PG ZPVS TI UIFO UIF UXP TI XJMM NBUDI BOE CFDPNF B CJHHFS CMFTTJOH TI 'PS FYBNQMF JG ZPVS TI JT ⥃㸞 UIF TI PG BOPUIFS POF XJMM CF 宕䐁 5IFTF UXP TIFT NFBOT 宕⥃ 㸞䐁 5IJT JT XIFSF XF BEE UIF DVMUVSF BOE JU PFS B USJHHFS GPS DIBUUJOH BOE JOUFSBDUJOH
#MFTTJOH 'JTI 宕⥃㸞䐁
宕䐁⥃㸞
5XP CMFTTJOH GJTI HFOFSBUFE JO OFBSCZ TFBU BSFB DBO NBUDI X J U I FB D I PU I F S UP C V J M E CMFTTJOH XPSET 'JTI .BUDIJOH
.BUDIJOH GJTI XJMM QMBZ BOE J O UF SBDU X J U I FBD I PUI FS XIJDI TFS WFT BT B UBMLJOH USJHHFS GPS QFPQMF XIFO UIFZ TU NFFU
宕⥃ 㸞䐁
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%FTJHO GPS &OWJSPONFOU 'JTI FFDU SFWFBMT XIFO UIF QBTTFOHFS TJU EPXO
8IFO B QBTTFOHFS XBML JOUP UIF XBJUJOH BSFB UIF SJQQMF FFDU SFDFBMT
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1 'JTI IBT CFDPNF B IFMQFS BOE JDFCSFBLFS UIBU JNQSPWF UIF DPNNVOJDBUJPO CFUXFFO QFPQMF
Process of C
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8 7 #MFTTJOH TI UIBU DBO NBUDI XJMM CF QSPEVDFE XIFO PWFS UXP FPQMF TJU JO UIF OFBSCZ BSFB 5XP CMFTTJOH TI UIBU DBO DSFBUF CMFTTJOH XPSET XJMM NBUDI 5IFZ XJMM TXJN BOE QMBZ BSPVOE UXP QFPQMF
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%FTJHO GPS &OWJSPONFOU
" TI XJMM CF QSPEVDFE XIFO UIF TFBU EFUBDUT UIF QSFTTVSF PG TJUUJOH QFPQMF " SBOEPN BOE VOJRVF TI XJMM TXJN BSPVOE QFPQMF
5IF TI XJMM GPMMPX UIF QBTTFOHFS BOE QMBZ XJUI UIFN JO UIF XBJUJOH BSFB JNQSPWJOH DPNNVOJDBUJPO CFUXFFO QFPQMF
3
4
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8IFO UIFSF JT BOPUIFS QFSTPO XBML JOUP UIF XBJUJOH BSFB
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" EJFSFOU TI UIBU DBO CF JOUFSBDUFE XJUI XJMM CF QSPEVDFE CZ UIF TFBU XIFO UIJT QFSTPO TJU EPXO
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