Van de flaptekst: Service design - het ontwerpen van dienstverlening verbetert bestaande diensten of ontwerpen geheel nieuwe. Daarbij wordt gekozen voor een andere invalshoek: creatief onderzoekend en gericht op de ervaringen van individuele gebruikers. Dit is een eindpublicatie van het prgramma Innoveren in Dienstverlening. In negen verschillende projecten werden door creatieve bureaus methoden van service design toegepast. Van dit boek is ook een Engelstalige versie beschikbaar.
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Eindpublicatie van het programma Innoveren in Dienstverlening. In negen verschillende projecten werden door creatieve bureau's methoden van service design toegepast. De verschillende projecten zijn uitgevoerd met dienstverleners rondom Utrecht CS, het UMC Utrecht en de Hogeschool Utrecht
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Designers move more and more in the direction of Service Design, in which frequently a participatory or co-design approach is used to involve service providers in the design process. The designerprovider relationship in such Service Design processes differs in four aspects from traditional client-relationships: The relationship is 1) more dynamic and interactive, 2) based on collaboratively evolving ideas and ambitions, 3) focusing on the process of innovation, rather than on the outcome, and 4) frequently based on extrinsic motivation for innovation or on fuzzy starting points. Designers experience difficulties in persuading service providers of the importance of such a collaborative approach, while providers are not familiar with this kind of approach and their organizations are not ready for such a kind of collaboration. This paper positions designer-provider relationship in Service Design processes in literature and describes a research proposal for the development of an efficient and effective participatory design intervention that stimulates collaboration between designers and service providers.
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Teachers have a crucial role in bringing about the extensive social changes that are needed in the building of a sustainable future. In the EduSTA project, we focus on sustainability competences of teachers. We strengthen the European dimension of teacher education via Digital Open Badges as means of performing, acknowledging, documenting, and transferring the competencies as micro-credentials. EduSTA starts by mapping the contextual possibilities and restrictions for transformative learning on sustainability and by operationalising skills. The development of competence-based learning modules and open digital badge-driven pathways will proceed hand in hand and will be realised as learning modules in the partnering Higher Education Institutes and badge applications open for all teachers in Europe.Societal Issue: Teachers’ capabilities to act as active facilitators of change in the ecological transition and to educate citizens and workforce to meet the future challenges is key to a profound transformation in the green transition.Teachers’ sustainability competences have been researched widely, but a gap remains between research and the teachers’ practise. There is a need to operationalise sustainability competences: to describe direct links with everyday tasks, such as curriculum development, pedagogical design, and assessment. This need calls for an urgent operationalisation of educators’ sustainability competences – to support the goals with sustainability actions and to transfer this understanding to their students.Benefit to society: EduSTA builds a community, “Academy of Educators for Sustainable Future”, and creates open digital badge-driven learning pathways for teachers’ sustainability competences supported by multimodal learning modules. The aim is to achieve close cooperation with training schools to actively engage in-service teachers.Our consortium is a catalyst for leading and empowering profound change in the present and for the future to educate teachers ready to meet the challenges and act as active change agents for sustainable future. Emphasizing teachers’ essential role as a part of the green transition also adds to the attractiveness of teachers’ work.
Renewable energy, particularly offshore wind turbines, plays a crucial role in the Netherlands' and EU energy-transition-strategies under the EU Green Deal. The Dutch government aims to establish 75GW offshore wind capacity by 2050. However, the sector faces human and technological challenges, including a shortage of maintenance personnel, limited operational windows due to weather, and complex, costly logistics with minimal error tolerance. Cutting-edge robotic technologies, especially intelligent drones, offer solutions to these challenges. Smaller drones have gained prominence through applications identifying, detecting, or applying tools to various issues. Interest is growing in collaborative drones with high adaptability, safety, and cost-effectiveness. The central practical question from network partners and other stakeholders is: “How can we deploy multiple cooperative drones for maintenance of wind turbines, enhancing productivity and supporting a viable business model for related services?” This is reflected in the main research question: "Which drone technologies need to be developed to enable collaborative maintenance of offshore wind turbines using multiple smaller drones, and how can an innovative business model be established for these services? In collaboration with public and private partners, Saxion, Hanze, and RUG will research the development of these collaborative drones and investigate the technology’s potential. The research follows a Design Science Research methodology, emphasizing solution-oriented applied research, iterative development, and rigorous evaluation. Key technological building blocks to be developed: • Morphing drones, • Intelligent mechatronic tools, • Learning-based adaptive interaction controllers and collaborations. To facilitate the sustainable industrial uptake of the developed technologies, appropriate sustainable business models for these technologies and services will be explored. The project will benefit partners by enhancing their operations and business. It will contribute to renewing higher professional education and may lead to the creation of spin-offs/spinouts which bring this innovative technology to the society, reinforcing the Netherlands' position as a leading knowledge economy.
Veel kinderen in de leeftijdsgroep van 8 tot 12 jaar haken af op de sportclub door slechte ervaringen met goedbedoelende, maar vaak onvoldoende deskundige jeugdtrainers en door de soms negatieve sfeer op en rond sportvelden. Dat geldt vooral voor kinderen die moeilijk-te-verstaan (‘lastig’) gedrag vertonen ten gevolge van milde psychosociale problemen. Het project beoogt een gedragsverandering bij jeugdtrainers te stimuleren en daarmee bij te dragen aan een veilig en inclusief klimaat voor kinderen op de sportclub. Getracht wordt om professionals zoals buurtsportcoaches en clubkadercoaches, te voorzien van een gebruiksvriendelijke digitale tool voor het begeleiden van jeugdtrainers. Daartoe wordt via een social design-benadering gefaseerd gewerkt aan de verdere ontwikkeling van de digitale tool App4Support, waarvan we recent in een eerder project een Proof of Concept (PoC)-versie tot stand hebben gebracht. De verdere ontwikkeling van App4Support vindt plaats binnen drie werkpakketten: 1. Participatie en co-creatie – Sportprofessionals, jeugdtrainers en ouders ontwerpen gezamenlijk gedragsinterventies voor jeugdtrainers die aansluiten bij de realiteit op de sportclub; 2. Gedrag en empowerment – Via interactieve workshops beoordelen sportprofessionals, jeugdtrainers en ouders gezamenlijk op basis van praktijkervaringen in hoeverre de ontworpen gedragsinterventies daadwerkelijk positief gedrag stimuleren en negatieve interacties ombuigen; 3. Waardecreatie en opschaling – Gunstig beoordeelde gedragsinterventies worden geïntegreerd in de digitale tool App4Support, met bijzondere aandacht voor de gebruiksvriendelijkheid van de app, de prioritering van adviezen en de toevoeging van gamification-elementen. Dit éénjarige project wordt uitgevoerd door Hogeschool Windesheim in samenwerking met Feeton als bedrijf uit de creatieve industrie, met In Opbouw, Intraverte en Sportservice Zwolle als organisaties uit de sector sport en gezondheid, en met enkele sportverenigingen. Vanuit een social design-benadering worden pedagogische inzichten, innovatieve methodes, gebruikerswensen en digitale technologie gecombineerd ter stimulering van positieve sportervaringen voor kinderen met milde psychosociale problemen.
