設計作品集Wenhui Huang's Product& Service Portfolio @2012-2016

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Product & Service Design-2012-2016

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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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Design for Society

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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24

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26

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31

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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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Background & User Define

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38

%FTJHO GPS 4PDJFUZ

Problems of Elders' Travel Equipment 4RVBU

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42

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43

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44

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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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4USFOHUIFO &ZFTJHIU

4XJOH -JHIU

.BHOJGZJOH -BNQ

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 QFPQMFT 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 TUBUJPOT 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

86

%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 PFS 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

87

%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

2

1 'JTI IBT CFDPNF B IFMQFS BOE JDFCSFBLFS UIBU JNQSPWF UIF DPNNVOJDBUJPO CFUXFFO QFPQMF

Process of C

9

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

88

%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

Circle Around 5

8IFO UIFSF JT BOPUIFS QFSTPO XBML JOUP UIF XBJUJOH BSFB

6

" EJFSFOU TI UIBU DBO CF JOUFSBDUFE XJUI XJMM CF QSPEVDFE CZ UIF TFBU XIFO UIJT QFSTPO TJU EPXO

89

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