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a m b e r L i n d h o l m p o rt f o l i o 2 0 1 0

amber.lindholm@gmail.com +1 773 558 3786 Chicago, Illinois

+ Dedicated to applying design thinking to reframe complex problems. + Experienced in research and innovation methods with a clear focus on understanding people. + Accomplished in visualizing complex ideas to facilitate communication. + Adept at translating insights into actionable ideas and long-term strategic direction.

My background is in visual communications with a BFA in Graphic Design and several years working as a senior graphic designer, providing me with solid skills in visualizing complex information and ideas. I am in my final semester of the Master of Design program at the IIT Institute of Design (ID), where I am concentrating on Communication Design and Design Research and Planning to enhance my design thinking skills and process. My projects at the Institute of Design have given me a working knowledge of how to develop and implement a research plan; collect, analyze, and synthesize data; translate insights into design principles; and generate concepts. I have also been involved in developing research methods, having prototyped and conducted participatory workshops for a sponsored healthcare research initiative. Over the past year, I was in a contract position with New Zealand’s tax and social policy administration, Inland Revenue, working within its Service Design department on a future view of compliance for

customers and employees. I was recruited as an expert in a systems thinking methodology that the organization was looking to test and integrate into its own design methodology. Prior to my year in New Zealand, I co-chaired the ID Design Research Conference held in September 2008, attended to a full course load while maintaining a 4.0 GPA, and worked as a Teaching Assistant. I am able to manage many simultaneous demanding projects that require different skills and know how to prioritize my time. I continually push myself to explore new areas and ways of thinking, not shying from difficult challenges beyond my comfort zone. I’ve included some samples of my work in this document to exemplify the breadth of the types of projects that I have been involved in and the depth of tools and methods that I have applied. I am interested in continuing to work in areas that disintegrate the boundaries of the traditional design domain, applying user-centered approaches and design thinking toward complex human problems. — Amber Lindholm


S T r aT e G i C d e S i G n P L a n n i n G

(1 of 2)

+ Conducted primary and secondary research to uncover user and business needs. Airport Journey User Types

+ immersed team and stakeholders in contextual awareness of problem areas. theme #2: reliance

Observations and Insights

EXPLANATION

INSIGHT

In Navigation and Wait Time activities, travelers are best understood by looking at the influence of the context of the situation.

Traveler interaction with airport information and services differs depending on the amount of time they have and the level of unexpected events during their journey.

Navigation

Field research included contextual inquiry and participant observation, traveler intercepts and follow-alongs, and staff interviews.

Wait Time

Traveler modes

Lots of time

Traveler aims to discover available options within a specific need category.

ENTERTAIN ME

WHAT DO I DO NOW?

Traveler is exploratory, feels relaxed, and seeks options to fulfill needs.

Traveler is frustrated, feels anxious, and seeks options to fill time.

INSIGHT:

theme #1: complexity

As Planned

Observations and Insights

Traveler seeks direct, accurate information through any available channel.

INSIGHT:

Traveler seeks problem resolution and if unsuccessful, seeks coping strategy.

INSIGHT:

Unexpected

GET ME TO/ OUT MY GATE

HELP!

Traveler is very focused and not likely to seek off-course options.

Traveler is emotional, feels stressed, and seeks the quick, expert advice.

The O’Hare Experience

Traveler prefers direct advice from experts.

INSIGHT:

Airport Journey Activity Categories

Little Time

Activities in any traveler’s journey fall into four main categories, which are defined by similarities inBRIEFING activity •goal or outcome. O’HARE EXPERIENCE RESEARCH IIT INSTITUTE OF DESIGN

• PAGE 12

Journey modes Departure Scenario Customer journey O’Hare experience recOmmendatiOns • iit institute Of design • page 17

SECURITY

O’Hare experience recOmmendatiOns • iit institute Of design • page 17

Preparation

CHECK IN Customer Service

START Private transport/ Parking

Public transport

Navigation

RY/ Y/ EXIT R ENTRY/

Airport transit

Workstation W orkstation

Eatery

Store

GATE A ATE

Seating

WaitRestrooms Time Phone

END

Pick up / Drop

CUSTOMS

Extension

BAGGAGE CLAIM

O’Hare experience recOmmendatiOns • iit institute Of design • page 12

Rethinking the O’Hare Experience with the Department of Aviation, VSA Partners, and Carolyn Grisko & Associates O’Hare experience recOmmendatiOns • iit institute Of design • page 7

AIM To provide concepts and strategic direction to the Department of Aviation

to both enhance the passenger experience and increase revenue at Chicago O’Hare International Airport.

OUTCOMES Engaged O’Hare representatives throughout the process,

expanding their understanding of the traveler situation. Delivered key opportunity areas for O’Hare to focus on, along with short- and long-term action strategies. amber LindhoLm portfolio 2010

pAGE 2


Experience

Value Statement

T r aT e GValue i C dStatement e S i G nValue PLa n n i n G (2 of 2) O’Hare ce S Experience Statement e can+provide a memorable, curated journeyed three key opportunity areas for o’hare. reframed the problem and identifi rifying information, fostering customer rovide O’Hare memorable, can provide curated a memorable, journey curated journey +acomplex developed communication strategies to meet needs of diverse stakeholders. endence and creating engaging activities. complex by clarifying information, complexfostering information, customer fostering customer

e independence and creating engaging and creating activities. engaging activities.

Memorable Increased Experience Autonomy

engage

engage

Increased Autonomy

EMPOWER

EMPOWER

Control

their ntrol of regain co elers to av tr t or Supp situation. through ided S Aat MioPnLisE prCov ON CEPT at inform ls. Ensure th ne an access ch e at multiple wait tim esses and s. rport proc ai rport user fy ri la C s for all ai nt oi hp uc ys and la de various to on rmation ecting date info nn o-t co d up e an Provid g airport ns affectin renovatio . t services or sp rms an tr fferent fo ion in di ed. informat the disabl r Provide fo ) ile dio, tact d services (visual, au an s ce ur ed reso inals. centraliz at all term Provide travelers ward intl. ers to om st geared to cu r fo channel ce. feedback experien Create a ts in the provemen suggest im Short, engaging videos that help clarify processes throughout the airport and make waiting lines more enjoyable; think about bringing in Chicago personalities to narrate.

EMPOWER

Use Case: Hong Kong International Airport — O’Hare experience recOmmendatiOns • iit institute Of design • mascot page appearances 29 videos and of McDull, a made-in-Hong-Kong animation character

Enable travelers to smoothly transition at touchpoints. S A M P L E C ON C E P T Provide spaces for travelers to prepare or organize their belongings before and after touchpoints. Incorporate waiting areas for travelers to regroup after touchpoints. Make transition at touchpoints smoother for families without encumbering other travelers.

Spaces before security for travelers to prepare and access important inform ation about procedures; consider added values like free baggies, hand sanitizer, and booties .

Increased Autonomy

curated Increased JOurney Autonomy

on g Situati Improvin

Easing Transitions

O’HARE EXPERIENCE THE CURAT ED JOURN EY

curated Memorable JOurney Experience

Simplifi

curated JOurney

Memorable Experience

Increased Autonomy

Simplified Complexity

N PRIN

Simplified Complexity

plexit ed Com

Simplified Complexity

D E SI G

y

Simplified Complexity

S CIPLE

O’HARE EXPERIENCE THE CURATED JOURNEY

clarify

O’HARE EXPERIENCE THE CURATED JOURNEY

clarify

DE SIG N P R I N C I P L E S

idea generation and evaluation cards

CE ERIEN Y E EXP O’HAR JO UR NE RATE D TH E CU

e

clarify

Sketches: Gauri Verma, team member

O’Hare experience recOmmendatiOnsO’Hare • iit institute experience OfrecOmmendatiOns design • page 29 • iit institute Of design • page 29

Rethinking the O’Hare Experience with the Department of Aviation, VSA Partners, and Carolyn Grisko & Associates AIM To provide concepts and strategic direction to the Department of Aviation

to both enhance the passenger experience and increase revenue at Chicago O’Hare International Airport.

OUTCOMES Engaged O’Hare representatives throughout the process,

expanding their understanding of the traveler situation. Delivered key opportunity areas for O’Hare to focus on, along with short- and long-term action strategies. amber LindhoLm portfolio 2010

pAGE 3


S Y S T e m S T h i n K i n G F o r i n n o V aT i o n

(1 of 3)

+ applied a rigorous systems methodology to understand the tax and social policy system. ANALYSIS

+ interviewed over 50 employees at all levels of the business to uncover insights. Establish the functions that the system and users must perform.

ANALYSIS

1

1

Establish the functions that the system and users must perform.

ComPlianCe system

horizon 3: 3: Compliance Compliancethinking thinking horizon inland reVenUe reVenUe inland

Function Structure Structure Function Final: 02 02 July July 2009 2009 Final:

inland reVenUe reVenUe inland

Function Structure Structure Function Final: 02 02 July July 2009 2009 Final:

ConneCtion

01 Setting Strategic Direction

001 Define Define the the problem problem 001

ComPlianCe system Positioning

ConneCtion

The guiding principles, rules, and procedures of the system are established, and system users are brought into alignment on how to view, understand, and participate in the system.

Ongoing informational exchanges spanning user entry through exit maintain user awareness and knowledge, and allow and enhance necessary transactional exchanges.

space space

02 Creating Awareness

Positioning 03

the system system the

017 Identify Identify appropriate appropriate 017

002 Review Review delivery delivery capability capability 002

01 003 Develop Develop guiding guiding 003

Setting Strategic principles principles Direction

004 Articulate Articulate aa vision vision 004

005 Define Define strategic aims 001 Define Define the aims problem 005 strategic 001 the problem space space and objectives objectives and

012 Create Create shared shared 012

understanding of understanding 02 of common good common Creatinggood Awareness

013 Communicate Communicate desired desired 013

parties parties

norms norms

011 Signal Signal the the purpose purpose of of 011 014 Create Create awareness of of 014 awareness the system system the

05 Fostering Collaborative Relationships 031 Establish Establish aa foundation foundation for for 031

roles and and responsibilities responsibilities roles

008 Develop Develop policy policy options options 008 009 Assess Assess policy policy options options 009

etailed

rovide on on detailed nformation on ilities esponsibilities

onsequences Clarify consequences mplying f not complying

encourage elf-management gement

Determine knowledge ne knowledge evel

rovide appropriate ppropriate nstruction

Authenticate identity identity Authenticate Receive and and verify verify 07 Receive information Orienting information

information

017 Identify appropriate

participation participation parties parties

n

amiliarize with

erocesses with and tools s and tools Determine what is still

eeded or unknown

ne what is still r unknown

021 Acceptlevel andof consider 021 Accept and consider 018 Determine level of 018 Determine engagement feedback engagement feedback

019 Provide relevantand 019 Provide relevant 022 Recognise and 022 Recognise

031 Establish a foundation for

038 Recognise need to

025 Display Display top top management management 025

032 Inventory Inventory relationships relationships 032

039 Authenticate Authenticate identity identity 039 043

through positive positive through and practices practices and engagement engagement

structures to to support support structures relationship building building relationship collaboration collaboration

commitment

environment

09 Assisting to Comply 09

Assisting to Comply

059 Determine user need

Determine eligibility eligibility Determine or liability liability or

045 Provide Provide detailed detailed 045

information on on information responsibilities responsibilities

Services and Products

self-management self-management

052 Identify Identify and and understand understand 052 048 Determine Determine knowledge 048 knowledge audience audience

activate/deactivate information on activate/deactivate 042 Update Update user userinformation status on 042 status level level responsibilities responsibilities 053 Identify Identify partners partners and and 053 Provide confirmation confirmation 043 Provide 046 Clarify Clarify consequences consequences 049 competitors 049 Provide Provide appropriate competitors 046 appropriate of not not complying complying Confirm required required of Confirm instruction instruction 054 Develop Develop message message 054 information information 047 Encourage Encourage 047 055 Determine Determine delivery 050 Familiarize Familiarize with delivery 055 050 with self-management self-management strategy strategy processes and tools tools processes and 048 Determine Determine knowledge knowledge 048 056 Provide Provide internal internal support support 056 051 Determine what is still 051 level level

062 information or 062Clarify Clarify information

process

process

063 Respond to need

063 Respond to need 064 Provide targeted 064education Provide targeted 065

education Record interaction

065 Record interaction

or

055 Determine Determine delivery delivery 055

strategy strategy

ProteCtion

adaPtation

The overall integrity and fairness of the system is upheld by understanding and responding to today’s compliance risks and providing accountability of actions to system users.

To anticipate and prepare for tomorrow’s needs, the system undertakes a continual process of building knowledge, assessing internal and external environments, recognizing the need for change, and determining the best course of action.

09 Assisting to Comply

10

exChange 11

12

exChange 13

Finalising Exchange Monitoring Compliance Preparing for Transaction Assessing Correctness A transaction occurs in which required information is gathered, assessed and corrected before final submission and documentation. of Information When required user actions are not taken, the system takes steps to ensure that user obligations and entitlements are fulfilled.

059 Determine Determine user user need need 059

066 Collate Collate information information 066

074 Verify Verify user user identity identity 074

081 Accept Accept information information into into 081

system

087 Track Track user user compliance compliance 087

behaviour

ProteCtion 14 15 16 Seeking Resolution Imposing Consequences Assessing The overall integrity and fairness of the system is upheld by understanding and responding to Compliance today’s compliance risks and providing accountability of actions to system Risk users.

092 Investigate Investigate situation situation 092

099 Determine Determine level level of of 099

culpability culpability

103 Establish Establish context context 103

17 18 adaPtation 19 Analysing Developing To anticipate and prepare Response for tomorrow’s needs, the Demonstrating system undertakes a continual Compliance Behaviour process of building Strategies Accountability knowledge, assessing internal and external environments,

059 Determine Determine user user need need 059

056 Provide internalof support 056 internal 060Provide Assess context context ofsupport 060 Assess situation situation 057 Create Create brand strategy strategy 057 brand 061 Access Access appropriate appropriate 061 058 Launch Launch product or 058 internalproduct stored or internal stored service service information and and information knowledge knowledge

049 Provide Provide appropriate appropriate 049

instruction instruction

062 Clarify Clarify information information or or 062

process process

063 Respond Respond to to need need 063

058 Launch Launch product product or or 058

050 Familiarize Familiarize with with 050

064 Provide Provide targeted targeted 064

service service

education education

processes and and tools tools processes

065 Record Record interaction interaction 065

051 Determine Determine what what isis still still 051

060 Assess Assess context context of of 060

situation situation

10 10 061 Access Access appropriate appropriate 061

Preparing forTransaction Transaction Preparing for internal stored stored internal

information and and information knowledge knowledge

system behaviour 067 Make Make known known information information 075 Check Check information information 067 075 082 Record Record contextual contextual 088 Rate Rate user user status status available 082 available 088 076 Verify Verify source source 076 notes notes 12 13 14 15 documentation 06811Issue Issue prompts prompts 089 Detect Detect non-compliance non-compliance 068 documentation 089 Finalising Exchange Monitoring Compliance Seeking Resolution Imposing Consequences Assessing Correctness 083 Provide Provide transaction transaction 083 069 Seek Seek guidance guidance and and 077 Warn Warn about about potential potential 090 Respond Respond to to behaviour behaviour 069 077 090 of Information instruction instruction

066 Collate Collate information information 066 062 Clarify Clarify information information or or 062 067 Make known known information information 067 Make process process available available 063 Respond Respond to need need 063 to 068 Issue Issue prompts prompts 068 064 069 Provide targetedand 064 Provide targeted 069 Seek guidance guidance and Seek education instruction education instruction

074 074

070 Determine effort and and Determine effort 065 070 Record interaction 065 Record interaction resource requirements requirements resource

078 078

discrepancies or or errors errors discrepancies

status to to user user status

091 Surveil Surveil response response 091 084 Correct Correct previously previously 084 081 Accept information information into information 070 Determine effort081 andAccept 078 Provide Provide information to Verify070 user Determine identity 087 Track Trackto user compliance compliance 092 Investigate Investigate situation situation 099 Determine Determine level level of of into Verify user identity 087 user 092 099 effort and 078 accepted information information accepted system behaviour culpability system behaviour culpability resource requirements requirements the system system resource the Check information information 093 Present Present arguments arguments Check 093 085 Store Store information information 082 Record Record contextual contextual 088 Rate Rate user user status status 085 100 Determine Determine appropriate appropriate 082 088 100 071 Organize and and manage manage 079 Amend Amend information information Verify071 source 094 Reach Reach agreement agreement Organize 079 Verify source 094 notes sanctions notes sanctions documentation 089 Detect Detect non-compliance non-compliance documentation 089 086 Transfer Transfer money and information 086 money and information 095 Escalate dispute 095 Escalate dispute 080 Confirm information 080 Confirm information 083 Provide transaction 101 Impose Impose sanctions sanctions 101 information Warn072 aboutManage potentialaccount 083 Provide transaction 090 Respond Respond to to behaviour behaviour information Warn about potential 090 096 Review Review impartially impartially 072 Manage account 096 status to to user user status discrepancies or or errors errors 102 Communicate Communicate decision decision 102 discrepancies 091 Surveil Surveil response response 091 preferences preferences 097 Resolve Resolve through through judicial judicial 097 084 Correct Correct previously previously rationale 084 rationale Provide information information to to Provide process process accepted information information 073 Check Check and and correct correct accepted 073 the system system the 098 Negotiate Negotiate settlements settlements 098 system accounts accounts085 085 Store Store information information system Amend information information Amend 086 Transfer Transfer money money and and 086 Confirm information information Confirm information information

093 Present Present arguments arguments 093

100 Determine Determine appropriate appropriate 100

094 Reach Reach agreement agreement 094

sanctions 17 sanctions

16 16

095 Escalate Escalate dispute dispute 095 Assessing Assessing

Compliance Risk 096 Review ReviewCompliance impartially Risk 096 impartially 097 Resolve Resolve through through judicial judicial 097 103 Establish Establish context context 103

process process

Analysing Compliance Behaviour

101 Impose Impose sanctions sanctions 101

102 Communicate Communicate decision decision 102

rationale rationale

108 Monitor Monitor compliance compliance 108

071 Organize Organize and and manage manage 071

information information

072 Manage Manage account account 072

075 075 076 076 077 077

079 079 080 080

preferences preferences

104 Identify Identify risks risks 104 098 Negotiate Negotiate settlements settlements 098 105 Analyse Analyse identified identified risks risks 105 106 Assess Assess and and prioritise prioritise 106

risks risks

107 Determine Determine measures measures and and 107

indicators for for major major risk risk indicators types types

levels levels

109 Gather Gather and and assess assess 109

information about about users users information

110 Segment Segment users users 110

111 Understand Understand factors factors that that 111

influence compliance compliance influence behaviours behaviours

levels

indicators for for major major risk and 115 Assess Assess intent intent 120 Gather Gather and respond respond to to 115 120 indicators risk types types 116 Define Define design design criteria 116 criteria

117 Identify Identify solution solution options options 117 118 Establish Establish evaluation evaluation 118

criteria criteria

119 Select Select best best solution solution 119

option option

feedback

compliance compliance

113 Assess Assess positive positive 113

compliance behaviours behaviours compliance

114 Identify Identify causes causes of of 114

073 Check Check and and correct correct 073

non-compliance non-compliance

behaviours behaviours

120 Gather Gather and and respond respond to to 120

feedback

option 127 Generate Generate new new option knowledge 127 knowledge

133 Analyse Analyse key key external external 133

129 Use Use accessible accessible 129

issues 124 Maintain Maintain140 transparent 124 transparent 140 Assess ability ability to to change change Assess 134 Assess Assess effectiveness effectiveness and and channels141 to customers customers 134 channels to 141 Determine action action Determine

feedback 128 Access Access knowledge knowledge from from 128 112 Determine Determine barriers barriers to to outside 112 121 Report Report on on performance performance outside sources sources 121 and outcomes outcomes and

compliance compliance

122 Meet Meet financial financial reporting 122 reporting 113 Assess positive positive 113 Assess

requirements requirements

114 Identify Identify causes causes of of 114

rules rules

non-compliance non-compliance

124 Maintain Maintain transparent transparent 124

channels to to customers customers channels and stakeholders stakeholders and

125 Ensure Ensure lawful lawful and and ethical ethical 125

use of of resources resources use

126 Conduct Conduct performance performance 126

12 13 11 Finalising Exchange13 Monitoring Compliance Assessing Correctness 12 14 11 of Information Finalising Exchange Monitoring Compliance Seeking Resolution Assessing Correctness of Information

knowledge for for decision decision knowledge

making compliance behaviours behavioursmaking compliance

123 Ensure Ensure adherence adherence to to 123

10 Preparing for Transaction 10

Preparing for Transaction

115 Assess Assess intent intent 115

levels feedback 104 Identify Identify risks risks 116 Define Define design design criteria criteria 104 116 109 Gather Gather and and assess assess 121 Report Report on on performance performance 109 121 105 Analyse Analyse identified identified risks risks 117 Identify Identify solution solution options options 105 117 information about about users users and outcomes outcomes 18 19 21 22 20 information and 106 Assess Assess and and prioritise prioritise Demonstrating 118 Establish evaluation evaluation 106 Establish Developing Response Assessing Current State Incorporating Change Managing118 Knowledge 110 Segment Segment users users 122 Meet Meet financial financial reporting 110 122 reporting risks criteria risks criteria Strategies Accountability requirements requirements 111 Understand Understand factors factors that that 111 107 Determine measures and 119 Select best solution 107 Determine measures and 119 Select best solution 123 Ensure Ensure adherence adherence to to influence compliance compliance influence 123

112 Determine Determine barriers barriers to to 112

system accounts accounts system

needed or or unknown unknown needed

130 Inventory Inventory knowledge knowledge 130 131 Disseminate Disseminate knowledge knowledge 131

internally internally

132 Share Share knowledge knowledge 132

externally externally

rules rules influences and and emerging emerging influences issues

136 Evaluate Evaluate management management of of 136

the system

079 Amend information

085 Store information

accepted information

085 Store information 071 Organize and manage 079 Amend information 086 Transfer money and information 080 Confirm information information information 086 Transfer money and 080 Confirm information 072 Manage account information preferences 072 Manage account

improvement improvement

127 Generate Generate new new knowledge knowledge 127

21 Assessing Current State

133 Analyse Analyse key key external external 133

22 Incorporating Change

influences and and emerging emerging influences issues issues

128 Access Access knowledge knowledge from from 128

outside sources sources outside

129 Use Use accessible accessible 129

knowledge for for decision decision knowledge making making

130 Inventory Inventory knowledge knowledge 130 131 Disseminate Disseminate knowledge knowledge 131

internally internally

132 Share Share knowledge knowledge 132

externally externally

134 Assess Assess effectiveness effectiveness and and 134

efficiency of of processes processes efficiency

135 Measure Measure performance performance of of 135

system components components system

136 Evaluate Evaluate management management of of 136

139 Determine Determine need need for for 139

improvement improvement

ProteCtio toda

141 Determine Determine action action 141 142 Develop Develop implementation implementation 142

roadmap roadmap

143 Develop Develop resources resources and and 143

capabilities capabilities

The overall integrity and fairness of the system is uphel today’s compliance risks and providing accountab system system

137 Evaluate Evaluate system system progress progress 137

toward achieving achieving overall overall toward goals goals

138 Determine Determine overall overall 138

system health health system

144 Plan Plan and and implement implement 144

change strategies strategies change

145 Implement Implement policies policies and and 145

projects projects

146 Evaluate Evaluate impact impact of of change change 146

14 Seeking Resolution 15

Imposing Consequences

15 Imposing Consequences 16 Assessing Compliance Risk

099 Determine level of 103 Establish context culpability 104 Identify risks

100 Determine appropriate 105 Analyse identified risks sanctions

> Captures qualitative insights about problems. 106 Assess and prioritise 101 Impose sanctions risks > Prompts immediate development of design 102 Communicate 107 Determine decision measures and rationale indicators for major risk strategies and solutions. types 098 Negotiate settlements

The overal

140 Assess Assess ability ability to to change change 140

review review

081 Accept information into 074 Verify user identity 087 Track user compliance 092 Investigate situation 081 Accept information into 074 Verify user identity 092 Investigate situation 099 Determine level of system 087 Track user compliance behaviour 067 Make known information 075 Check informationsystem 093 Present arguments behaviour culpability 075 Check information 093 Present arguments 082 Record contextual 088 Rate user status available 076 Verify source 082 Record contextual 094100Reach agreement 088 Rate user status Determine appropriate available 076 Verify source 094 Reach agreement notes notes sanctions 068 Issue prompts 089 Detect non-compliance documentationdocumentation 068 Issue prompts 089 Idea Detect non-compliance 095 Escalate dispute 095 insights Escalate dispute > Captures qualitative about problems. InSIGHTInSIGHT Idea 083 Provide transaction 083 Provide transaction 101 Impose sanctions 069 Seek and guidance and 077 Warn about 077potential Warn about potential 090 Respond to behaviour 069 Seek guidance 090 Respond to behaviour 096 Review impartially 096 Review impartially status to user > Prompts immediate status to user development of design instruction discrepancies or errors 102 Communicate decision instruction discrepancies or errors 091 Surveil response 091 Surveil 097 response Resolve through judicial 084 Correct previously rationalethrough judicial 097 Resolve 084 Correct previously 070 Determine effort and effort and 078 Provide information to information to strategies and solutions. 070 Determine 078 Provide process accepted information process resource requirements the system

resource requirements

139 Determine Determine need need for for 139

efficiency of of processes processes efficiency and stakeholders stakeholders and 142 Develop Develop implementation implementation 142 roadmap 125 Ensure Ensure lawful lawfulroadmap and ethical ethical 125 and system components components system use of of resources resources use 143 Develop Develop resources resources and and 143 capabilities capabilities 126 Conduct Conduct performance performance 126 system system 144 Plan Plan and and implement implement 144 review review 137 Evaluate Evaluate system system progress progress 137 change strategies strategies change toward achieving achieving overall overall toward 145 Implement Implement policies policies and and 145 goals goals projects projects 138 Determine Determine overall overall 138 146 Evaluate Evaluate impact impact of of change change 146 system health health system 135 Measure Measure performance performance of of 135

066 Collate information

071 Organize and manage

20 Managing Knowledge

recognizing the need for change, and determining the best course of action.

108 Monitor Monitor compliance compliance 108

A transaction occurs in which required information is gathered, assessed and corrected before final submission and documentation. exChange When required user actions are not taken, the system takes steps to ensure that user obligations and entitlements are fulfilled.

Assisting message to Comply 054 Develop Develop message 054

Determine what is still 057 Create Create brand strategy strategy 057 brand needed or unknown unknown needed or

067 Make known information

internal stored internal stored information information and and knowledge knowledge

competitors competitors 09

exChange A transaction occurs in which required information is gathered, assessed and corrected before final submission and documentation. When required user actions are not taken, the system takes steps to ensure that user obligations and entitlements are fulfilled.

ComPlianCe system

A transaction occurs in which required information is gathered, assessed and corrected before final submission and documentation. When required user actions are not taken, the system takes steps to ensure that user obligations and entitlements are fulfilled.

066 Collate information

situation 061Access Access appropriate 061 appropriate

audience audience

053 Identify Identify partners partners and and 053

of not not complying complying of Promoting New

Services and Products 047 Encourage Encourage 047

060 Assess context of

situation

052 Identify Identify and and understand understand 052

046 Clarify Clarify consequences consequences 046 08

059 Determine user need

060 Assess context of

08 Promoting New

Orienting

045 Provide Provide detailed detailed 045

028 Balance Balance internal internal 033 Form collaborative collaborative 040 commitment 028 Form 033 Develop Develop a035 a035 relationship040 Receive Receive and and verify verify relationship044 044 culture with external external building groups culture groups 026 Document Document for with building strategy strategy and information 026 for and information

institutional memory action plans plans environment institutional memory action 041 Determine Determine eligibility eligibility 036 Leverage Leverage relationships relationships 041 036 or liability liability 027 Spread Spread desired culture 034 Align Align systems systems and and 027 culture 034 or 029desired Socialise staff 029 Socialise staff 037 Evaluate and and continuously continuously 037 Evaluate participation through positive positive structures to support support participation through structures to 042 Update Update user user status status 042 023 Communicate Communicate how how input input engagement 030 Define Define ethical ethical standards standards improve relationships relationships 023 030 engagement collaboration improve collaboration 021 Accept Accept and and consider consider 021 043 Provide Provide confirmation confirmation 043 affected decision decision and code code of of conduct conduct affected and 028 Balance Balance internal internal 035 Form Form collaborative collaborative feedback feedback 028 035 044 Confirm Confirm required required 044 culture with with external external groups culture groups 022 Recognise Recognise and and 022 information information environment environment communicate all all 036 Leverage Leverage relationships relationships communicate 036 viewpoints 029 Socialise Socialise staff staff viewpoints 029 037 Evaluate Evaluate and and continuously continuously 037 023 Communicate Communicate how how input input 030 Define Define ethical ethical standards standards improve relationships relationships 023 030 improve affected decision decision and code code of of conduct conduct affected and information information communicate all all communicate

Services and Products

service

024 Establish shared attitudes

020 Encourage Encourage dialogue and and 020 dialogue viewpoints viewpoints

government government

056 Provide internal support 056 Provide internal support 057 Create brand strategy 057 Create brand strategy 058 Launch product or 058 Launch product or service

activate/deactivate activate/deactivate

025 Display Display top top management management 032 Inventory Inventory relationships relationships 039 025 032 039 commitment commitment 06 04 05 033 Develop Develop aa relationshiprelationship040 033 040 Conferring Status Cultivating Fostering Collaborative 026 Document for for building strategy strategy and and building 026 Document Administrative Culture memory Relationships institutional action plans plans action institutional memory 041 041 020 Encourage Encourage dialogue dialogue and and 027 Spread Spread desired desired culture culture 034 Align Align systems systems and and 020 027 034 017 Identify appropriate 024 Establish shared attitudes 031 Establish a foundation for 038 Recognise need to

engagement engagement 03

Public Influence information

08 Promoting New 08 Services and Products Promoting New

Determine delivery 055 055 Determine delivery strategy strategy

relationship building building relationship

038 Recognise Recognise need need to to 038

Increasing 019 Provide Provide relevant 019 relevant

010 Provide Provide advice advice to to 010

052 Identify and understand 052 Identify and understand audience audience 053 Identify partners and 053 Identify partners and competitors competitors 054 054 Develop message Develop message

and practices practices and

ConneCtion 07

Conferring Status Orienting Promoting New Ongoing informational exchanges spanning user entry through exit maintain user awareness Services and Products and knowledge, and allow and enhance necessary transactional exchanges.

018 Determine Determine level level of of 018

al exchanges spanning user entry through exit maintain user awareness dge, and allow and enhance necessary transactional exchanges. 002 Review Review delivery capability capability 012 Create Create shared shared 002 delivery 012 006 Identify Identify and manage manage 006 and understanding of of 015 Communicate Communicate rights understanding 015 rights 003 Develop Developrisks guiding 003 guiding organisational risks organisational common good good common principles principles 016 Clarify Clarify expectations expectations 016 007 Determine Determine organisational organisational 007 013 Communicate Communicate desired desired 013 004 Articulate Articulate aa vision vision and requirements and requirements and004 legislative priorities priorities norms and legislative norms 005 Define Define strategic strategic aims aims 005 014 Create Create awareness of of 014 awareness 008 Develop Develop policy options 008 policy options and objectives objectives and roles and and responsibilities responsibilities roles 009 Assess Assess policy options options 006 Identify Identify and manage manage 009 policy 006 and 015 Communicate Communicate rights rights 015 organisational risks risks organisational 010 Provide Provide advice advice to to 010 016 Clarify Clarify expectations expectations 016 007 Determine Determine organisational organisational 007 government government and requirements requirements and and legislative legislative priorities priorities and

06 Conferring Status

04 Cultivating

024 Establish Establish shared shared attitudes attitudes 024

Increasing

Creating Awareness Increasing Cultivating The guiding principles, rules, and procedures of the system are established, and system Administrative users are brought into alignment on howPublic to view,Influence understand, and participate in the system. Culture 011 Signal Signal the the purpose purpose of of 011

nges spanning user entry through exit maintain user awareness ConneCtion allow and enhance necessary transactional exchanges.

Orienting

Research and analyse the nature of the problem at all levels. ComPlianCe system

2

horizon 3: 3: Compliance Compliancethinking thinking horizon

07 enting07

Research and analyse the nature of the problem at all levels.

2

098 Negotiate settlements

16 Assessing

17 Compliance Risk Dev Analysing Compliance Behaviour 103 Establish context

108 Monitor compliance

104 Identify risks levels

105 and Analyse 109 Gather assess

types

112 Determine barriers to

compliance

compliance behaviours

114 Identify causes of

non-compliance

system accounts 073 Check and correct

system accounts

Horizon 3: Compliance Thinking with Inland Revenue, the tax and social policy administration of New Zealand AIM Project sponsors initiated this R&D project to take a broad look across the

whole tax and social policy system to explore new compliance directions and to test implemention of an innovation planning process within their organization.

OUTCOMES Delivered extensive documentation of insights and ideas. Created Horizon 3: Compliance Thinking | Inland Revenue 7

a framework to influence the way the organization approaches tax compliance, broadening the perspective beyond the traditional focus on enforcement. Horizon 3: Compliance Thinking | Inland Revenue amber LindhoLm portfolio 2010

116 D

117 Id information about users 106 Assess and prioritise 118 Es 110 Segment users risks cr 111 Understand factors that 119 and Se 107 Determine measures influence compliance op indicators for major risk behaviours

113 Assess positive

preferences 073 Check and correct

115 As

identified risks

7

pAGE 4


S Y S T e m S T h i n K i n G F o r i n n o V aT i o n

(2 of 3)

+ identified key areas the organization needs to address in future compliance initiatives. + Provided high-level concepts to illustrate the application of these strategies.

empowers customers to self-manage through a process of learning and growth.

Self-managemenT maTUraTIon

TITLE

ent System Elem

Self-Manage ment

NTS SUPER SET ELEME

PROJE CT

liance Thinking

IntelliAction System

nt Manager

System Sy Sys te t mE El Element ement

ORIGI NATOR

CONTR IBUTO

NTS RELAT ED ELEME

Accou (system who they are, what analyses User Profile (stores history, that collects, stores, are, interac tions, tions to gain broad their prefere nces customer interac nce grade, etc.) tanding and to complia TITLE Self-Management Planner customer unders Ambe r Lindholm allow tailored interac tions and rk Database Resource Netwo to specific d directe interve ntions of the from all parts uals people are thinking individ about using or are using and their satisfaction and success with them) Full team business)

Horizon 3: Comp

RS

7 August 2009 17 Sept 2009

ConCePTS

Planner

• Supports development of customised suites of options based on discrete micro-segmented customer groups Sharon Camp bell [Self-management [Selff management spectrum indicators] fNTS SUBSE T ELEME

Model Self-Manage ment r anage ment Profile FULFILLED FUNCTIONS Profiler Modified – Self-M Self-Manage ment F47. Encourage self-management selfff-management SOURC E Profiler’ on F50. Familiarise with processes and tools ‘Mone y Personality NZ by ; Developed F59. Determine user need www. sorted.org.nz ission Retire ment Comm F60. Assess context of situation

STATU S

Self-management Planner

Ir educates

account works

ASSOCIATED DESIGN FACTORS

Total self-management selff management does not suit everyone fNo common definition of selfself-management ff-management System viewed as too complex

Financial literacy and its perceived value is low lo ty to F63. Respond to need customers’ capaci es by: a) optimising c) building IR responsibiliti theirand F69.self-m Seek anage guidance instruction rting decision-making, and and to help customers resources, b) suppo dual preferences priateeffort An online toolkit the appro F70. Determine eff fffort and resourcesrequirements that respond to indivi skills and access s. Provides service acquire needed service rt suppo ability to use al requirements. confidence in their lar needs and cultur caters to particu circumstances, and

DESCR IPTION

ilearn

your Plan! Q&a Profiler

1

DISCUSSION

gurus

$

$$$

work It out

Builds knowledge and familiarises with processes.

Aids customer decision-making.

key deSIred aSPeCTS

orIgInaTIng mode

Progressive confidence-building + tailored options filtered information + networked tools and services

ConneCTIon

Customer-centric processes + simple + supportive + easy to navigate Confirmation + confidence Simplify complexity + efficient and transparent processes

exCHange

28

The Self-Management Planner is a toolkit that empowers customers to identify and make decisions on tthe best BE methods to prepare for and meet their responsibilities. It – WHAT IT MUST is designedProfile with the r] understanding that custom customers may customers forlevels ment haveing different diff f tool ff erent of selfself-sufficiency f suff f[Self-Manage ff ffi ficiency when decision-mak managing needs their responsibilities due to a number of factors, factors preferences, and • Interactive, online including: ment style, personality traits or personal habits, existing knowledge and skills, and self-manage cultural or language of customer’s s ion option collect ment requirements. Data • The aim isanage to promote selfself-management ff management behaviours early so that customers do not on customer self-m unintentionally uninte mendations recom fail to do the right thing. alised • Person testimonials case studies, and option tips, The Self-Management Planner s is an online, interactive resource that presents itself to customers at • Self-manage ment various points vario anage ment option to self-m in their long-term relationship with Inland Revenue. It is accessible via the tion and access web site as a general resourc resource for • Direct connec menda anyone, but is also abletions to be accessed, stored, and update updated te t d via a customer’s own Account Manager. Proa er fulfilment of recom Proactive • Tracking of custom prompting to access the Self-Management Planner results cues from aalcustomer’s change in system status (e. extern ts and (e.g. ent promp both internal and entering into a student loan options, registering agreement, • Ongoing intellig ment for a business, anage accessing Working for self-m Families er entitl entitlements). of custom The planner is particularly valuable for the selfive catalogue self-management f management set-up fsett up process; however, the Self-Manage t• Comprehens Self-Management Planner istors more than a one-time interaction with a customer. It helps m indica spectru customers follow-through on decisions decisio that • Self-manage ment they have made about how to meet their obligations by providing ongoing prompts and cues, and gives opportunities for a customer to reassess the decisions they have made. Inland Revenue with DO e for transactions and prepar WHAT IT MUST The Self-Management Planner upcontains a Self-Management Profiler which gathers information about FEATU RES – ing on how to set anage a n-mak self-m to decisio in use customer ers in a number of categories in will their needs. The erassess order to main methodrisk, s that a custom • Supports custom to gather this information inform is money, personal through processes and system and answer format etc. (e.g. tthat th at time, uses easy-to-understand language. The cum ers determine the a multiple-choice, question cumulative options, channels, • Helps custom anage resulting answers place the ment c self-m customer at a point along a spectrum for each indicator. Indicators ts of specifi might include inclu es the benefi Technicaland • Communicat security)Risk Aversion, Financial Literacy, Self-Reliance, Selff Reliance, and Institutional Aversion; a custo fsafety Capability, customer is concerns, er’s needs and profile placed along a spectrum environmental custom from on ahigh to low for each indicator. Information based ces gathered from resour ment the Self-Management Self-Manage rt and in self-manage ion, suppo Profiler is stored by the IntelliAction progression System and associated with the User Profile • Suggests educat o the customer. A cus stand customer’s customer’s ers into moreof self-management selfff-management ies to help under profile is continually refined by advance custom s activit helps information gathered by the IntelliAction System (e.g (e.g. • Tracks and review automatic capture ment recommendations and ts and cues] promp anageof actual usage of various manual intelligent adjustment adj d ustment by frontline staff dj ingservices, staff). f ). ff ers to pursue self-m anage ment [Ongo • Directs custom self-m about types of [The categories options forof knowledge information in the Self-Management suited are derived and enhancesProfiler from the Self-Management Model. what ment advanced or better- This tracks anage (i.e. self-m stions m of Revenue framework that model is an Inland spectru ve sugge is based on considerable user research and insights. It h in order to impro understanding of helps to ment anage create a shared • Contributes to self-m organisational understanding of the different for diff ffe ff fePg rent affect fffect selfare interested in self-management.] f management.] f1 factors that aff 2009 options customers When version: 11 Sept first a customer is Date of in logged to online services, the Self-Management Planner is able to access a customer’s custome Sept 2009 Date: 18unique User Profile, which also contains data about a customer’s Version: 2 specific obligations and personal data su such as income level, gender, and language preference. Once the customer has completed the Self-Management Profiler, rr, the Self-Management Planner assesses all of the information to present a suite of options (e.g. information sources, support and educational resources, financial management tools) to the customer. The recommendations address various customer needs and link to resources provided by Inland Revenue, as well as Version: 2 Date: 18 Sept 2009 Date of first version: 11

PROPE RTIES

2

$

learning labs

2

Matches people up with the right resources.

1

Sept 2009

Pg 2

Concept documents specify requirements for design team to take forward in next phase.

Inland Revenue • December 2009

Horizon 3: Compliance Thinking with Inland Revenue, the tax and social policy administration of New Zealand AIM Project sponsors initiated this R&D project to take a broad look across the

whole tax and social policy system to explore new compliance directions and to test implemention of an innovation planning process within their organization.

OUTCOMES Delivered extensive documentation of insights and ideas. Created

a framework to influence the way the organization approaches tax compliance, broadening the perspective beyond the traditional focus on enforcement. amber LindhoLm portfolio 2010

pAGE 5


PUBLIC COMMUNITY I understand what matters to the community and incorporate it in my decisions.

S Y S T e m S T h i n K i n G F o r i n n o V aT i o n Co-operative Attitude

IR GOVERNMENT

co-operation

Personal Norms

SOCIAL NETWORKS

Visibility of Compliance Enforcement

Image of Institution INDIVIDUAL

(3 of 3)

We share in the role of helping make the system work. IR takes fast, firm, and fair action against non-compliers.

+ delivered visual frameworks for conversation-building inside and outside the organisation. Associations

Public Acceptance

participation

COMMUNITY ORGANISATIONS

responsiveness

SOCIAL NETWORKS

SOCIAL MEDIA

We are empowered to advocate for compliance and positively represent IR in social settings.

IR and Government want to hear our voice and actually listen.

IO

+ incorporated research from international academics and tax departments in deliverables. attitudes behaviours advice

RC

EP

T

transparency

N

S

RM

S

PE Y

N

UN

AL

OTHER

CI

MM

SO

CO

COMMUNITIES OF PRACTICE

PROFESSIONAL AND INDUSTRY BODIES

A

L

CO

NTE IND

XT I VI D U A L

SO

N

TRADITIONAL MEDIA

IR

INLAND REVENUE

SOCIAL NETWORKS

O

IT

PUBLIC COMMUNITY

moral and social dynamics of tax compliance PUBLIC COMMUNITY

conversations values

FAMILY AND FRIENDS

Understanding of roles + responsibilities Positive image of contributing + compliance Social cohesion + shared sense of purpose

PER

Proactive mistake resolution + genuine communication Synergistic relationship with public community Level of customer engagement + emotional bond

COMPLIANCE

TRUST + COMMITMENT

WILLING + ABLE

TAX MORALE

Perception of institutional integrity Belief in societal value + individual benefits Sense of duty + sense of loyalty

mo

at EMPLOYER

ex p

FINANCIAL INSTITUTIONS

PUBLIC FORUMS

Knowledge level + access to resources Awareness of responsibilities + confidence to act Customer control + choice in decision-making

rals + values

t itu

des + beliefs

s er i on ence cti s + intera

INTERMEDIARIES

Distributive Fairness

I contribute my fair share because I know others are too.

education assistance tools

IR FRONT LINE STAFF

Civic Duty

The value I get in return for my contribution is fair for me.

Our contributions collectively support a better society.

SUPPORT NETWORKS

IR GOVERNMENT

We understand the big picture and work with others to make the system better.

information advice

Reciprocity

IR

INDIVIDUAL

We share in the role of helping make the system work.

GOVERNMENT DEPARTMENTS

PUBLIC COMMUNITY

Early Prevention of Non-Compliance

preferences OTHER

public goods and services

Visibility of Public Value

INLAND REVENUE

Alliances

SUPPORT NETWORKS

Social Contract IR understands my world and wants me to succeed.

societal responsibilities

I have trust in IR and am not afraid to interact with them.

trust and integrity

Institutional Integrity

Reputation of Authority IR GOVERNMENT

trust and confidence

Procedural Justice

capability culture

Quality of Experience

respect and fairness

staff morale IR

INDIVIDUAL

INLAND REVENUE

Horizon 3: Compliance Thinking with Inland Revenue, the tax and social policy administration of New Zealand AIM Project sponsors initiated this R&D project to take a broad look across the

whole tax and social policy system to explore new compliance directions and to test implemention of an innovation planning process within their organization.

OUTCOMES Delivered extensive documentation of insights and ideas. Created

a framework to influence the way the organization approaches tax compliance, broadening the perspective beyond the traditional focus on enforcement. amber LindhoLm portfolio 2010

pAGE 6


reSearCh meThod deVeLoPmenT + Formulated research questions and developed research protocols. + Conducted participatory research workshops and gathered insights through story-telling.

ESEARCH METHODS WORKSHOP

“How did I get where I am? Where am I going next?”

How might past health and lifestyle decisions affect my future choices?

?

Health Journey Collage

Why? nderstand factors at play in aking health and lifestyle ecisions.

“It wasn’t until my appendix burst that I really started listening to what my body was telling me.”

PAST

xplore how past behavior fluences future decisions.

~ 30 y.o. female

TOCOL

RESEARCH PRO

NEY

HEALTH JOUR

ow? articipants use collage to create view of their personal te be asked to crea Participants will ealthcare journey from lth care journey a view of their hea will y The d. erspectives of the past, materials provide usingpresent rent k about their cur ir be asked to thin nd future. past points in the health status and t health participants view To understand how and to long-term view) (short-term vs. sions made at deci or ces understand choi journey. the health care various points in

?

[narrative about health situation]

“What makes me want to be healthy? What makes it hard?”

?

cted that curren

PRESENT

life that have affe status.

k ouraged to thin They will be enc red events that alte about specific show what and and ney jour ir the isions surrounding who affected dec ls. using the materia those events by te their “future They can also crea nt a path to rese Rethinking Healthcare | IIT Institute of Design | Spring 2008 journey” and rep us. The particistat lth their ideal hea ed to talk about pants will be ask to the group. their final creation

“You just get so tired. It feels like life is a never-ending task.”

Graphic: Ruth Schmidt, team member

~50 y.o. female employee married with 3 children

“I want to be around to see my grand babies.” 

?

FUTURE

?

~ 55 y.o. female employee with arthritis

Wellness Experience Research with Pitney Bowes and the DOSSIA Consortium AIM To develop a toolkit of design research methods that could be used with

a variety of user groups to understand the effects and potential of technology innovations in healthcare self-management.

OUTCOMES Conducted several workshops with staff at Pitney Bowes call

centers testing five research methods. Established rapport with participants, leading to further research using cultural probes and in-home studies. amber LindhoLm portfolio 2010

pAGE 7


deSiGn reSearCh + explored ethnographic-based research methods to understand Chicago’s artist community. + immersed team in the artists’ ecosystem to observe and uncover unmet needs. Primary research methods included cultural probes and follow-up contextual interviews with artists, immersive participation in art scene activities, video ethnography, and interviews with gallery owners.

ARTIST MAP INSIGHTS

ARTISTS’ ECOSYSTEM GALLERY INTERVIEWGALLERY WALK INSIGHTS INSIGHTS

ARTIS INSIG

CITY OF CHICAGO

most a the Fla

most activities center around galleries provide a few people outside of artist WICKER the Flat Iron building professional venue to community are there PARK NEIGHBORHOOD display work FLAT gallery IRON ARTS BUILDING local business is crucial going into an empty to bringing in patrons programs and activities is uncomfortable ARTISTS (work only & live/work) are intended to help AROUND THE visibility of the artists topromote artists information about events isCOYOTE GALLERY the community is less than hard to find (maps, times) it used to be artists should become part of the system in order tolack of organized ARTISTS marketing (live only & live/work) meeting places that help themselves among galleries NEIGHBORHOOD GALLERIES aren’t a “scene” and proximity to other artistnot many artists seem to PATRONS friends is important initiate contact or participate

local b to brin

visibili the co it used

meetin aren’t proxim friend

LOCAL BUSINESSES

so...

so...

so...

so...

DEPARTMENT what is going on WITHINhow can we LEARN what do the people who OF CULTURAL AFFAIRS the artist community? about the artists’ lives? RUN the galleries think?

what is the art

image source: Around the Coyote

Sustaining Visual Arts in Chicago AIM To understand the lives of Chicago’s creatives through an in-depth

exploration of the Wicker Park artist community and to identify unmet needs in the artists’ personal and professional lives.

OUTCOMES Outlined core unmet needs for the artist’s community and

presented a video that captured the emotional side of the problems and the deep divide within the community, creating empathy among viewers. amber LindhoLm portfolio 2010

pAGE 8


ConCePT deVeLoPmenT + Synthesized primary research data from elderly retirement community visits. + Utilized methods to ideate and evaluate solutions to synthesize into high-level concepts. autobots Initial Concept Sketches ÂˆĂŒĂŠÂˆÂ˜ĂŒÂœĂŠĂŒÂ…iĂŠĂƒÂœVˆ>Â?ĂŠv>LĂ€ÂˆV°

autobots Retirement communities develop services to support the new robot System Concept Scenario autobots industry. Sue and Bob can purchase expansion packs for their robot, take it to a Robot Hospital, or trade it in for a new one. Retirement communities develop services to support the System Concept Scenario industry. Sue and Bob can purchase expansion packs fo

Principle: Fit into the social fabric of communities.

robot, take it to a Robot Hospital, or trade it in for a new

autobots Concept Evaluation

User Value

Fit Social Fabric

27

4 0 1 5 9 Train-A-Bot Ask & Storytelling Robot Dog Record Robot 3 0 2 5 9 4 0 0 4 10 Adopt-A-Bot Interactive Wall 2 0 2 4 Robot Hospital 12 Robot Trainer 10 Build-A-Bot Workshop 2 1 0 3 9 4 2 2 8 13 Ask & Train-A-Bot Robot Dog Storytelling Record Robot 3 3 3 9 16 Family RSS Feed Family Wall Adopt-A-Bot Robot Trainer 4 1 0 5 12 Interactive Wall Build-A-Bot Workshop 1 4 4 9 15 Robot Pill Robot Planner 4 0 0 4 9 Family RSS Feed Family Wall Dispenser 3 4 3 10 12 Robot Grandkid Profiles Robot Pill Robot Planner 1 3 4 8 13 Plant Care Dispenser Robo Mood Ring/ Health Monitor Robot 2 2 1 5 10 Pet Friends Story/ Vital Stats Grandkid Profiles Robot Show Plant Care 5 Robo Mood Ring/ Health Monitor Album Synth Activity Monitor Pet Friends Story/ 45 2 0 6 Vital Stats10 Robot Show Adjustable Resistance Album Synth Activity Monitor Adjustable Resistance 1 0 0 1 4 Robot to Class Robot Caddy Robot to Class Robot Caddy Tamagotchi Polling Glowing/Breathing Tamagotchi Cocare 1 2 2 5 Simon Says 8 Polling Simon SaysCocare Glowing/Breathing Video Conference Video Conference Buy Them in Pairs 2 1 0 3 7 Buy Them in Pairs Action Suggestor Shopping Guide 2 0 3 5 11 Nagging Mother Building Memories Action Suggestor Shopping Guide 1 0 2 3 9 Nagging Mother Building Memories Stylist Workout Buddy Organizer Holographic Video 4 3 2 9 Personal14 4 3 2 9 13 Robot Channeler Personal Stylist Workout Buddy Organizer 1 0 0 1 7 Co-Giftmaking Holographic Video Robo-reminders 2 0 4 6 11 2 0 0 2 9 Co-Giftmaking 5 10 Robot Channeler 2 User 0 Values 3 5 10 Robo-reminders 3 1 4 8 11 2 1 4 7 14 1 1 0 2 4 2 3 3 8 14 5 User ValuesSYNTHESIS _ KUMAR _ S2008 ID534 DESIGN 4 1 0 5 9 ENRIQUEZ _ LINDHOLM _ MORGENSTERN _ SENG 3 1 0 4 6 1 0 0 1 4 2 0 1 3 7 ID534 DESIGN SYNTHESIS _ KUMAR _ S2008 3 0 1 4 10 ENRIQUEZ _ LINDHOLM _ MORGENSTERN _ SENG 4 1 2 7 12 4 0 0 4 9 0 4 9 4 0 2 0 0 2 6 4 0 0 4 8 4 1 0 5 10

Platform Readiness

4 4 6 8 6 95 9 7 10 12 7 9 6 13 16 5 12 2 15 95 12 13 5 10 4 10 3 4 83 7 4 11 96 14 13 6 75 11 94 10 6 11 14 5 47 14 95 63 4 77 10 2 12 96 94 6 82 10 3 4 6 5 5 5 4 4 5

Brand Alignment

0 0 0 0 2 5 3 5 3 4 4 4 3 3 8 9 4 5 2 9 4 4 10 0 8 5 0 6 0 1 5 0 3 0 5 3 1 9 1 9 1 0 6 0 2 5 0 8 3 7 2 3 8 2 5 4 0 1 4 3 4 0 7 2 4 4 0 2 0 4 5 1 1 4 0 0 0 0 0 0

ID534 DESIGN SYNTHESIS _ KUMAR _ S2008 ENRIQUEZ _ LINDHOLM _ MORGENSTERN _ SENG

Overall Score

Business Value

10

Robot Hospital

Business Values

ID534 DESIGN SYNTHESIS _ KUMAR _ S2008 ENRIQUEZ _ LINDHOLM _ MORGENSTERN _ SENG

0 0 0 0 1 2 3 1 4 0 4 3 2 2 0 2 1 0 0 3 3 0 0 0 0 1 1 1 3 1 1 0 0 0 1 0 0 0 0 1

4 4 3 4 4 21 402 32 302 13 040 10 343 41 300 32 403 12 122 20 204 23 4 04 40 3 30 10 0 01 21 2 40 40 0 20 20 3 2 1 1 1 1 0 1

Technical Feasibility

‡Ê˜VÂ?Ă•`iĂŠĂ€ÂœLÂœĂŒĂƒĂŠĂœÂˆĂŒÂ…ĂŠÂœĂŒÂ…iÀÊÀiĂŒÂˆĂ€i“iÂ˜ĂŒĂŠVÂœÂ“Â“Ă•Â˜ÂˆĂŒĂžĂŠ ÂŤĂ•Ă€VÂ…>ĂƒiĂƒ

0 0 3 4 0 40 3 0 4 20 2 0 4 30 4 0 1 40 3 12 20 4 0 1 10 2 0 2 14 4 44 13 2 22 24 3 22 10 2 40 32 1 23 30 4 40 40 2 40 40 0 0 4 4 4 3 4 4

User Value

‡Ê*iÂœÂŤÂ?iĂŠĂŒĂ€>ÂˆÂ˜ĂŠ>˜`ĂŠÂŤiĂ€ĂƒÂœÂ˜>Â?ÂˆĂ˘iĂŠĂŒÂ…iÂˆĂ€ĂŠ Ă€ÂœLÂœĂŒĂƒ ‡Ê,ÂœLÂœĂŒĂŠĂƒÂ…ÂœĂœĂŠÂ?ˆŽiĂŠ>ĂŠ`Âœ}ĂŠĂƒÂ…ÂœĂœ

Support Health

Robot Plant Care Basic (activity) Activity Monitor Glowing/Breathing monitoring and Tamagotchi Cocare feedback Action Suggestor THEMES CONCEPTS Robot Plant Care 0 4 0 4 Adopt-A-Bot Basic (activity) Activity Monitor 0 4 0 4 Robot Dog Glowing/Breathing 3 3 0 6 and Caringmonitoring for and Tamagotchi 4 4 0 8 RobotCocare Show feedback Action Suggestor 0 4 2 6 Train-A-Bot developing Adopt-A-Bot 0 2 3 5 Robot Dog Your Robot to 0 Class 4 3 7 Bring Caring for and ‡Ê ˜VÂœĂ•Ă€>}iĂŠÂŤiÂœÂŤÂ?iĂŠĂŒÂœĂŠLĂ€ÂˆÂ˜}ĂŠĂ€ÂœLÂœĂŒĂƒĂŠĂŒÂœĂŠĂŒÂ…iÂˆĂ€ĂŠ something ‡Ê,ÂœLÂœĂŒÂ‡ĂƒÂŤiVˆwVĂŠĂƒiĂ€Ă›ÂˆViĂƒ Robot Show‡Ê*iÂœÂŤÂ?iĂŠV>Â˜ĂŠVœ˜˜iVĂŒĂŠĂœÂˆĂŒÂ…ĂŠĂŒÂ…iÂˆĂ€ĂŠ 0 3 4 7 Robot Hospital ĂƒÂœVˆ>Â?ĂŠiĂ›iÂ˜ĂŒĂƒ Train-A-Bot Ă€ÂœLÂœĂŒĂƒĂŠLiĂŒĂŒiĂ€ĂŠÂˆvĂŠĂŒÂ…iÞʍiĂ€ViÂˆĂ›iĂŠ 0 3 3 6 ‡Ê*iĂ€ĂƒÂœÂ˜ÂˆwV>ĂŒÂˆÂœÂ˜Ă‰Â˜ĂŒÂ…Ă€ÂœÂŤÂœÂ“ÂœĂ€ÂŤÂ…ÂˆĂƒÂ“ developing ĂŒÂ…i“Ê>ĂƒĂŠÂ…>Ă›ÂˆÂ˜}ĂŠ>ĂŠ}i˜`iĂ€ Bring Your Robot to Class 0 1 4 5 ‡Ê Ă€i>ĂŒiĂŠ>ĂŠÂŤ>Ă€iÂ˜ĂŒĂ‰V…ˆÂ?`ĂŠLœ˜`ĂŠLiĂŒĂœiiÂ˜ĂŠĂ€ÂœLÂœĂŒĂƒĂŠ Build-A-Bot Workshop ‡Ê ÂœĂŒĂŠ>ĂŠĂ€iÂŤ>ÂˆĂ€ĂŠĂƒÂ…ÂœÂŤ]ĂŠLĂ•ĂŒĂŠ>ĂŠÂ…ÂœĂƒÂŤÂˆĂŒ>Â? something >˜`ĂŠÂœĂœÂ˜iĂ€Ăƒ ‡Ê ÂœĂŒĂŠÂ˜iViĂƒĂƒ>Ă€ÂˆÂ?Þʓ>Â˜Ă•v>VĂŒĂ•Ă€iÀ‡ Robot Hospital 0 0 2 2 ‡Ê ÂœĂŒĂŠ>ĂŠĂƒĂŒÂœĂ€i]ĂŠLĂ•ĂŒĂŠ>Â˜ĂŠ>`ÂœÂŤĂŒÂˆÂœÂ˜ĂŠ>}i˜VĂž Health Monitor >ĂƒĂƒÂˆ}˜i` Build-A-Bot Workshop 0 1 4 5 Health Monitor Pill Dispenser 2 3 0 5 Robot HealthHealth monitoring Robot Pill Dispenser monitoring Robo-Reminders 00 34 00 34 Robo-Reminders $%3)'.39.4(%3)3," "/-ĂŠ!02), and triggers and triggers RoboRobo Mood Ring/Vital 0 3 Stats 0 3 MoodStats Ring/Vital Nagging Mother Nagging Mother 04 41 01 46 Story/Album Synth Building Memories Story/Album Synth4 1 1 6 Storytelling Creating legacy Building Memories23 22 00 45 Ask and Record Robot Robot Channeler 4 2 0 6 Storytelling Creating legacy Robot Planner 2 0 3 5 Ask and Record Robot Workout Buddy Organizer 0 4 3 7 Pet Friends Friend networking Robot Channeler 0 3 2 5 Interactive Wall 2 1 0 3 Robot Planner Family Wall 3 0 4 7 Personal Stylist Buddy Organizer 0 2 0 2 Workout Robot Trainer 0 4 2 6 Pet Friends FriendDoing networking Adjustable Resistance 0 4 0 4 things toSimon Says 0 2 0 2 Interactive Wall gether (with robot) Co-Giftmaking 0 2 1 3 Family Shopping GuideWall 0 3 1 4 Robot Caddy Personal Stylist 0 2 4 6 Family RSS Feed 4 1 0 5 Trainer VideoRobot Conferencing 4 1 0 5 Connecting with Buy Them in Pairs Resistance 4 1 0 5 Adjustable Doingfamily things toHolographic Video 3 1 0 4 (two-way) Simon Says Polling 4 0 0 4 gether (with robot) Grandkid Profiles 4 1 0 5 Co-Giftmaking Shopping Guide Robot_Caddy ID534 DESIGN SYNTHESIS _ KUMAR S2008 ENRIQUEZ _ LINDHOLM _ MORGENSTERN SENG Family RSS_Feed Video Conferencing Connecting with Buy Them in Pairs Holographic Video family (two-way) Polling Grandkid Profiles

Business Values

‡Ê*iÂœÂŤÂ?iĂŠV>Â˜ĂŠÂŤiĂ€ĂƒÂœÂ˜>Â?ÂˆĂ˘iĂŠĂŒÂ…iÂˆĂ€ĂŠ Ă€ÂœLÂœĂŒĂƒ ‡ÊĂ•Â˜ĂŠĂŒÂœĂŠ`ÂœĂŠĂƒĂŒĂ•vvĂŠĂŒÂœ}iĂŒÂ…iĂ€

THEMES`Ă€ÂˆĂ›iĂŠĂžÂœĂ•Ă€ĂŠ}ÂœÂ?vĂŠV>Ă€ĂŒĂŠÂ…ÂœÂ“i CONCEPTS ‡Ê ÂœÂ“Â“Ă•Â˜ÂˆĂŒĂžĂŠĂœÂœĂ€ÂŽĂƒÂ…ÂœÂŤÂś

Fit Social Fabric

‡ÊÂœĂ€ĂŠ>Â?Â?ĂŠĂŒÂ…iĂŠÂ…i>ÛÞÊ`Ă€ÂˆÂ˜ÂŽÂˆÂ˜}ĂŠ ˜ˆ}Â…ĂŒĂƒ ‡Ê-Â…Ă•ĂŒĂŒÂ?iĂŠĂƒiĂ€Ă›ÂˆViÂśĂŠÂœĂ€ĂŠĂ€ÂœLÂœĂŒĂƒĂŠÂ?Ă•ĂƒĂŒĂŠ

Support Health

‡ÊÂœÂ?vĂŠĂŒĂ€>Â˜ĂƒÂŤÂœĂ€ĂŒ>ĂŒÂˆÂœÂ˜ ‡ÊÂ?Â?ÂœĂœĂƒĂŠvÂœĂ€ĂŠĂƒÂˆĂŒĂŒÂˆÂ˜}ĂŠÂœĂ€ĂŠĂƒĂŒ>˜`ˆ˜} ‡Ê >Â˜ĂŠ>Â?ĂƒÂœĂŠLiĂŠĂ•Ăƒi`ĂŠÂœĂ•ĂŒĂƒÂˆ`iĂŠÂœvĂŠ ĂŒÂ…iĂŠ}ÂœÂ?vĂŠVÂœĂ•Ă€ĂƒiÂś

Point concepts were evaluated and plotted in order to compare them from a user and business perspective.

Overall Score

‡Ê >Ă€Ă€ÂˆiĂƒĂŠĂžÂœĂ•Ă€ĂŠVÂ?Ă•LĂƒ ‡ÊÂœV>ĂŒiĂƒĂŠL>Â?Â?Ăƒ ‡Ê*Â?>ĂžĂƒĂŠ}ÂœÂ?vĂŠvÂœĂ€ĂŠĂžÂœĂ•ĂŠĂœÂ…ÂˆÂ?iĂŠĂžÂœĂ•ĂŠ VÂ…>ĂŒĂŠĂœÂˆĂŒÂ…ĂŠĂžÂœĂ•Ă€ĂŠ}ÂœÂ?vĂŠLĂ•``ˆiĂƒĂŠĂ†Â‡ÂŽ

Engage Family

‡Ê“>ˆÂ?ĂŠÂœĂ€`iÀʍiĂ€ĂƒÂœÂ˜>Â?ÂˆĂŒĂžĂŠÂœĂ€ĂŠĂƒÂŽÂˆÂ?Â?ĂŠ “œ`Ă•Â?iĂƒ ‡ÊV>Â˜ĂŠVÂ…ÂœÂœĂƒiĂŠĂŒÂ…i“Ê“>Â˜Ă•>Â?Â?ĂžĂŠÂœĂ€ĂŠ ĂƒiÂ?iVĂŒĂŠÂşĂƒĂ•Ă€ÂŤĂ€ÂˆĂƒiʓiÂťĂŠÂ“Âœ`i Â‡ĂŠĂƒÂœvĂŒĂœ>Ă€iĂŠÂœĂ€ĂŠ>ĂŠÂŤÂ…ĂžĂƒÂˆV>Â?ĂŠ>ĂŒĂŒ>V…“iÂ˜ĂŒÂś

Engage Family

autobots Concept Evaluation ‡Ê,ÂœLÂœĂŒĂƒĂŠV>Â˜ĂŠÂŤÂ?>ÞÊ­>˜`ĂŠĂ€iVÂœĂ€`œŽÊ Â…ÂœÂ?Âœ}Ă€>ÂŤÂ…ÂˆVĂŠĂ›Âˆ`iÂœĂƒ ‡Ê …ˆÂ?`Ă€iÂ˜ĂŠV>Â˜ĂŠĂƒi˜`ĂŠĂ›Âˆ`iÂœĂƒĂŠĂŒÂœĂŠĂŒÂ…iĂŠ Ă€ÂœLÂœĂŒ

Point concepts were evaluated and plotted in order to compare them from a user and business perspective.

‡Ê,ÂœLÂœĂŒĂŠĂŒĂ€>ˆ˜iĂ€ĂƒĂŠÂ­ĂŒÂœĂŠĂŒi>VÂ…ĂŠ ÂŤiĂ€ĂƒÂœÂ˜>Â?ĂŠÂŤĂ€iviĂ€i˜ViĂƒÂŽ ‡Ê,ÂœLÂœĂŒĂŠĂŒĂ€>ˆ˜ˆ˜}ĂŠĂƒV…œœÂ?œÊvÂœĂ€ĂŠ ÂœĂœÂ˜iĂ€ĂƒĂŠ>˜`ĂŠĂ€ÂœLÂœĂŒĂƒ

Business Value

‡ÊĂ•}iĂŠĂœ>Â?Â?ĂŠÂœvĂŠĂƒVĂ€iiÂ˜ĂƒĂŠÂˆÂ˜ĂŠ>ĂŠÂŤĂ•LÂ?ˆVĂŠ ÂŤÂ?>ViÆÊ>Â?Â?ĂŠĂ€iĂƒÂˆ`iÂ˜ĂŒĂƒĂŠV>Â˜ĂŠĂ›ÂˆiĂœ ‡Ê>“ˆÂ?ˆiĂƒĂŠV>Â˜ĂŠĂƒi˜`ĂŠÂŤÂˆVĂŒĂ•Ă€iĂƒĂŠĂŒÂœĂŠĂŒÂ…iĂŠĂœ>Â?Â? ‡Ê,ÂœLÂœĂŒĂŠV>Â˜ĂŠÂŤÂœÂˆÂ˜ĂŒĂŠÂœĂ•ĂŒĂŠÂ˜iĂœĂŠÂŤÂˆVĂƒĂŠĂŒÂœĂŠ"*

Platform Readiness

‡Ê,i“i“LiĂ€ĂƒĂŠĂƒÂœVˆ>Â?ĂŠiĂ›iÂ˜ĂŒĂƒĂŠ>˜`ĂŠĂƒÂŤiVˆ>Â?ĂŠ `>ĂŒiĂƒĂŠÂ­vĂ€Âˆi˜`Â˝ĂƒĂŠL`>ĂžĂƒ]ĂŠ>Â˜Â˜ÂˆĂ›iĂ€Ăƒ>Ă€ÂˆiĂƒÂŽ ‡Ê˜VÂœĂ€ÂŤÂœĂ€>ĂŒiĂƒĂŠVÂœÂ“Â“Ă•Â˜ÂˆĂŒĂžĂŠiĂ›iÂ˜ĂŒĂƒ

Brand Alignment

‡Ê,ÂœLÂœĂŒĂƒĂŠ>ĂƒĂŠV…ˆÂ?`Ă€iÂ˜ĂŠÂœĂ€ĂŠÂŤiĂŒĂƒ ‡Ê*iÂœÂŤÂ?iĂŠV>Â˜ĂŠ>`ÂœÂŤĂŒĂŠĂŒÂ…iÂ“ĂŠÂœĂ€ĂŠ ĂŒ>ÂŽiĂŠV>Ă€iĂŠÂœvĂŠĂŒÂ…i“ÊvÂœĂ€ĂŠÂœĂŒÂ…iĂ€Ăƒ

Technical Feasibility

‡Ê7Â…iÂ˜ĂŠĂ€ÂœLÂœĂŒĂŠÂŤiĂŒĂƒĂŠ}iĂŒĂŠÂ˜i>ÀÊi>VÂ…ĂŠÂœĂŒÂ…iĂ€]ĂŠ ‡Ê iĂƒÂˆ}˜>ĂŒi`ĂŠĂƒÂœVˆ>Â?ĂŠVÂ?Ă•LĂŠ/ĂŠĂ€ÂœLÂœĂŒĂƒ ĂŒÂ…iĂžĂŠÂşĂŒ>Â?Ž° ‡Ê-ĂŒ>ÞÊ>ĂŒĂŠĂŒÂ…iĂŠÂ?ÂœV>ĂŒÂˆÂœÂ˜\ĂŠVÂ?i>˜]ĂŠĂƒiĂŒĂŠĂ•ÂŤĂŠ ‡Ê >Â˜ĂŠĂ€i“ˆ˜`ĂŠÂœĂœÂ˜iĂ€ĂƒĂŠÂœvĂŠĂœÂ…ÂœĂŠÂˆĂƒĂŠVœ“ˆ˜}ĂŠ Ă€ÂœÂœÂ“ĂƒĂ†ĂŠÂ“ÂœÂ˜ÂˆĂŒÂœĂ€ĂŠ>˜`ĂŠĂƒi˜`ĂŠ>Â?iĂ€ĂŒĂƒĂŠÂˆvĂŠ Ă•ÂŤ]ĂŠÂşÂœÂ…Â˜Â˝ĂƒĂŠVœ“ˆ˜}ĂŠĂŒÂ…ÂˆĂƒĂŠĂœ>Þ°ÊiÂ˝ĂƒĂŠĂžÂœĂ•Ă€ĂŠ ĂŒÂ…iĂ€iÂ˝ĂƒĂŠ>ĂŠÂŤĂ€ÂœLÂ?i“Ê ViĂ€>“ˆVĂƒĂŠLĂ•``Þ° ‡Ê/Ă•ĂŒÂœĂ€ÂśĂŠi°}°Ê`>˜ViĂŠÂŤ>Ă€ĂŒÂ˜iĂ€

Sketch: Nheeda Enriquez, team member 10

21

8

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Design Analysis and Synthesis with data from Toyota Robotics Workshop AIM To synthesize field data gathered from researchers working on

understanding active retirement communities and utilize findings to develop concepts to incorporate robotic technology into these communities.

OUTCOMES Developed concepts for retirement communites that engage the

family, support health, and fit into the elders social fabric. Communicated future scenarios to illustrate incorporation of concepts into communities. amber LindhoLm portfolio 2010

pAGE 9


r e S e a r C h C o m m U n i C aT i o n + Synthesized remote research data into frameworks for understanding and creation. + Created interactive tool for designers to explore and engage with research findings.

THE NATURALIST VIEW OF HEALTH THE NATURALIST VIEW OF HEALTH ENVIRONMENT COMMUNITY FAMILY

ENVIRONMENT COMMUNITY

ME

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FAMILY ME mind

body

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“It's nice to look at the label of the natural peanut butters that say: Ingredients: Peanuts.” —Leah 1 OF 3

spirit

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Advanced Communication Design Workshop AIM To synthesize a vast amount of actual research data from a remote research

study on health and create new ways of sharing research findings with designers working on next stage of concept development for client.

OUTCOMES Created interactive piece to communicate research findings and

design strategies to both client and designers, allowing them to see high-level findings tied to raw data. Spurred next stage concept development in workshop. amber LindhoLm portfolio 2010

pAGE 10


Portfolio Snapshot