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Projects in Master Study


1

AMBULANCE SERVICE IN THE NETHERLANDS

Team Info

Project Description

Team of 6 Sep, 2012- Feb, 2013

In most cases, the ambulance transportation can be done efficiently and safely with the current protocols, tools and supports. Yet, in some cases, standardized transportation is impossible. The ambulance personnel has to call the fire brigade to transport the patient out of a window with the help of a platform (see pictures on the right). This phenomenon happened a lot in the Netherlands.

Situation Sketch

The goal of this project is to develop a new solution for these special case, to assure a safe and comfortable transportation of patients from the location of the accident to the ambulance. The project started with an analysis of the current situation to make an overview of the problems which ambulance personnel encounter. From that, a user research of both patient and ambulance personnel were conducted in order to define the design problem and design goal. According to the idea generation, concept development and implementation phases were followed on. This project is a joint initiative of Ambulancezorg Nederland, the Dutch Midwives Organisation (KNOV) and the Medical Centre of the University of Leiden (LUMC). It was conducted by six enthusiastic Master students from different programmes: three students from strategic product design, two students from integrated product design and one (me) from design for interaction.

The flow chart of design process and approaches


Patients’ problems -Unable to walk. -Unconscious -Need horizontal transpotation -Uncertainty. -Worried. -Painful.

Problems of Equipments

Personnel’ problems -Unsafe. -Tired. -Uncomfortable. -Anxiety. -Stress for making decisions. -Afraid of the height.

-Big size equipments. -Too many equipments. -Limited functions. -High cost. -Misuse will causes injuries. -Unstable transport.

Environmental Limits -Bad weather. -Narrow stairscases. -Barriers on the stair. -Small doorsteps. -Limited space in the street.

DESIGN GOAL & DESIGN VISION Increase the ambulance personnel’s ability to provide optimal medical care by improving the best current solution for horizontal transportation and decrease the patient’s stress levels.

Concept cover

Our final concept includes two products: Comfy Arch and the Embrace Pillow. Both products have the potential to decrease patients' stress level.

the “Frame”

strecther

Concept Development

The patient’s experience in the transportation will like a glide with the hang gliding; it is a journey that you go with courage, no stress, because you know someone is there for you, and always.

Evaluation In the section of idea generation, five initial concepts were came out. In order to select the ‘best solution’ several user tests and brainstorm sessions were conducted in parallel. Figure on the left outlines the process of concept development. Some photots which were taken during the User Test are shown below.

User test proposal for further development

User test4: Pillow & Cover

User test3: Frame

User test2: Hypnosis User test1: Test Five Concepts

Family picture or notes written by the husband can be put on the frame.

The effectiveness of Comfy Arch was proven in the evaluation user test. The Embrace Pillow is designed to create the feeling of being accompanied by wrapping a T-shirt on it that it can create the feeling of being accompanied. Besides, the scent of T-shirt can also serve as a media to comfort patients. On the physical level, patients can squeeze it and being hold by it. It also contributes to decrease stress level. Not all of our design is presented. Because some is confidential that cannot be used for personal.


Project Description

Context Study

et De aph si or Br gn P ain ro st po or sa m l

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Design goal

Usability Study

Get insight into the DTS system Find out main problems, in order to find out all the set up the Design Goal. current UX & Usability problems.

Us ab Da ility ta &U Ev An X t alu aly es at sis t io n

ns ain Ro Pro o b De t Ca lem sig us s n es sp ec ifi ca tio

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As si Si gnm m e Ov ilar nt D P er ro e Us vie du finit ab w- ct ion ilit Jou Stu y & rn dy UX ey M I m ap pr es sio

ns

In 2013, passengers in the Netherlands have to pay for their fares by using OV-chipkaart. This Digital Transport Services (DTS’s) is a new system that not all the passengers are familiar with it. Therefore, this project focused on the usability & user experience of the OV-chipkaart, in order to let users acquire the OV-chipkaart system and get engaged with it in the end. The project was given by Nederlandse Spoorwegen (NS) and OV-chipkaaart in cooperation with TU Delft.

Concept

User Test

Make design specifications and expectation for idea generation.

Redesign

Evaluate the concept, in order to provide redesign suggestion.

Customer Journey To give an overview of the entire process of ordering, activating and using the OV-chipkaart, a Customer Journey was illustrated.

Digital Travelling Services for the OV-chipkaart at Dutch Railways

FAMILIARISE

ORDER

USE

WEBSITE SERVICE DESK TICKET MACHINE

Main Problems

Design Vision

According to the Journey Map, the Usability Study was set up. By interviewing with Dutch passengers, we got amount of insights of how people experience of this new systems. Finally, the main problems were came out based on data analysis.

Team of 5 Feb, 2012- Jul, 2012

2

ACTIVATE

The difficulty is actually getting the participants to the ticket machine to activate their DTS.

Users’ mental model does not match the OV-chipkaart system.

Using the OV-chipkaart feels like the familiarity of cooking in your own kitchen; an accustomed place where all interactions are routine wise and habitual.

Design Goal

Let users acquire new digital travelling services, with the same ease as a traditional paper ticket, and lower the threshold for users to interact with ticket machines. This way the traveller can be guided through the transition phase and will turn the OV-chipkaart into the habitual means for travelling.


Concept Ticket machine

To feel confident when going to the ticket machine.

An impression of the information sign

To understand that the ticket machine is the centre of the system. To have an overview of the system.

Mental Model Pyramid

The card holder

User Test

Interface of the ticket machine & pole

Redesign

The aim of the user test was to test the usability &UX of the concept. Participants were asked to do a task with protorypes and taken interview afterwards. The results of the test worked as design suggention for guiding the final redesign. map of the test set

test photos

2

3

1 2 3 4 5

4

1

Station visual New location animation Ticket machine Check-in/-out pole Table for after interview Route Start

5

Finish

The visualisation of the ‘wallet’ metaphor, as it appears on the sign at the station. Besides, interface design for both ticket machine and pole are also developed.


saving

INHERITED LOYALTY

REDUCED branch size and staff

There is a big possibility for the membership of one bank inherits from parents to their children.

Mobile Banking -Add value of new branches -Personalized banking experience

Social Media

BANK COMMUNICATION

-No examples

Build more active customer

Globalization

of the new branch

-Bigger and diverse product and stricter regulation

Strengthen the brand image with an emphasis of

RELIABILITY

RECONNECT people

EXAMPLE

EXPAND old service flight check-in points in the downtown

INTRODUCE side service charging stations on the street

ATTRACT customers by giving bonus -deliver coupons on the street. (coupon machine or /coupon house)

Persona “My first bank account was opened by my parents when I was little, when I got the age of 16 I got a different bank account at the same bank which I did myself.” ---Roche

CUSTOMER OPPORTUNITY

One of the interesting findings is someone has been assigned by their parents for a given bank since they are little. From this observation, a bank is “hereditary” – a process which is cyclic. This community spirit should be branded in a way that reconnects the community and retains trust and loyalty in people particularly its customer. To start with this point of view, we took young generation-kids as our target group to take shape of our concept.

C

Reconnect people Nurture inherited loyalty Flexible and accessible Side service, Added value

Project Description This project required to 1) find out an opportunity of retailing design for ABN AMRO based on conclusion from research on marketing analysis, comparing similar products and customer needs; 2) conceptualize the idea. It focused more on innovation design that the role of bank not only to do with money.

Criteria

LOGO

Research Conceptualzation

sustainability

FLEXIBLE & ACCESSIBLE FORMS

-Have problem of target group

BANK

mobility

Logo for Big AMRO

Product Life Cycle

Team of 4 Sep-Nov, 2012

Retail Design for ABN AMRO

community


AMRO Story Board

It's a bus going from the bank to you; Park at school, parks, market; Deliver knowledge to kids by inviting them to explore and play inside The themes of activities vary between months Tour around the country

i.e. ZOO party

Every theme has its exclusive background images

BIG AMRO

ce

E

n ntra

Exit


Personal Assignment of Elective Courses


WATER CONSERVATION SERVICE SYSTEM Water conservation out of our need to develop. We use various products to reduce our water consumption. But products can only solve a particular aspect of the problem, only when we could provide a water conservation system as well as value the water and the nature from the emotional fortitude, we can do it better.

This assignment was gaven by sustainable deisgn course that I were asked to visualize a service design of water conservation system for the city of Rotterdam.Through this system I want to help people control the daily water consumption and experience the beautiful things water brings to us. The ultimate goal is to enable people to consider saving water as a ritual.

Water Flow Infor Flow Material Flow

Water Supply Administration

Government Support

Technology Provider

Service Centre

Fund Flow

Water Using Amounts Record Home Terminal

Home Terminal Citizen Water Saved

Citizen Card (For public facility consumption)

Urban Greening

Water Consumption

Local Water Consumption Standard City Planning

Water Rate

ta Deliver y Da

Gain Rewarding Points

Nature

Freshing Vegetable Providing

Picnic Service

City Garden

Land Renting for Gardening

Service

Planting Classroom for Children

More Services


TACTILITY---’wake me up’ exploration A light switch system with a combination of soft feeling and tough (stone) feelings, which can control the lights through the sense of my foot, is an ideal design that can comfort me first and then make me conscious. The interaction with this light switch system can be divided into three parts. First, when I am waking up, I sit on the edge of my bed, as soon as my foot touch the soft stone part,

the weak light will be turned on. Before standing up, I can play with the gentle stones on the cushion, which makes comfortable and give the pleasant feeling. After standing I go through the hard part, step on the stones switches one by one. The feeling of the foot will become stronger, together with the changing light. This experience can make me become conscious and feel fresh.


Bachelor Assignments


wang-yi-ran@hotmail.com 18510628227


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