Platform PRODUCT & SERVICE DESIGN

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1 Platform PRODUCT & SERVICE DESIGN RESEARCH OVERVIEW

2 University of Twente December 2011 Prof. dr. ir. Arthur Eger University of Twente Platform Product & Service Design PO Box AE Enschede The Netherlands T (or: 2520) F E Design & layout Rob Hulsbosch Printing Ipskamp Drukkers Introduction Product & Service Design is about the interaction between people and technology. It therefore perfectly suits with the new guiding phrase of the University of Twente: High Tech, Human Touch Products can originate from technology push as well as from market pull. Many different aspects are investigated in various distinguished research initiatives in Twente. Examples can be found in the technology domain (materials, processing, maintenance), in the tools domain (design methods) and in a range of interdisciplinary topics (tire-road interaction, Cradle to Cradle). The research of the Platform Product & Service Design specifically concentrates on the interaction between both sides (see Figure). People are individuals (as users), sociable (interacting with other users) and part of society. These aspects influence the choices they make with regard to the use of products. These products can be solutions for people, tokens for groups and/or solutions for society. The research of the platform is positioned between the so-called soft and hard aspects of industrial design engineering (IDE). Design and styling as well as ergonomics are soft aspects, whereas for example construction, material sciences and mechatronics are considered hard aspects. PEOPLE Individual Social Society TOOLS Design methodology Rapid prototyping... TECHNOLOGY Production Materials Sustainability Maintenance... Within the Faculty of Engineering Technology, an initiative sprung to start a platform for Product & Service Design. This research programme will be embedded in the Product & Service Design Lab in which four faculties and twelve chairs work together within the context of several research themes. The aim of the platform is: To improve the connection between technological opportunities and product & service design. The Product & Service Design Lab is virtual as well as physical, but most of all an inspiring environment in which product and service design research can be carried out. Several facilities will be available in the lab such as a workshop (existing), a technology library (in development) and facilities for panel research. The platform seeks a specific approach to research which takes the dynamics of the roles that products play in society or in the market as starting point.

3 Participating faculties The participating faculties are Behavioural Sciences, Engineering Technology, Electrical Engineering, Mathematics & Computer Science, and Management & Governance. Behavioural Sciences The research of the Faculty of Behavioural Sciences is conducted in the field of human behaviour, focusing on safety, health, learning, design, cognition and communication, and the role of technology in these areas. As a modern entrepreneurial university of technology, the University of Twente provides a unique habitat that encourages and promotes highquality social science research in relation to sophisticated technological developments. The social sciences and technology orientation of the Faculty is centred on societal issues and aims to create interventions that contribute toward preventing, alleviating or solving these societal issues. Engineering Technology The Faculty of Engineering Technology initiates and coordinates research on Civil Engineering, Mechanical Engineering and Industrial Design Engineering by building multidisciplinary teams around ambitious projects and delivering state-of-the-art engineering solutions. Some of the focus points of the Faculty are: - Thermal engineering, sustainable energy, in particular biomass; - Optimisation of products, processes and methods; - Materials engineering; - Biomechanical engineering; - Fluids & solids engineering; - Civil engineering: construction, traffic and water engineering; - Industrial design, production/manufacturing and management. Electrical Engineering, Mathematics & Computer Science Research in the Faculty of Electrical Engineering, Mathematics & Computer Science (EEMCS) is focused on a number of themes, with several research groups participating in each of these themes. The four themes are sensors and components, sensor networks, secure information systems and human interaction, and dynamic systems and processes. The Faculty of EEMCS contributes to these areas by a combination of fundamental research, advanced technology and an awareness of the users who will be at the centre of the application of technology, which is clearly reflected in the research examples presented in this book. Management & Governance The Faculty of Management & Governance performs multidisciplinary research and postgraduate research training in the field of the governance and management of technological and social innovation. Issues of co-ordination, steering and the operation of (networks of) institutions in both public and private sectors are core research foci, based on a multi-level, multi-actor perspective. Research themes Within the Platform Product & Service Design, the following research themes are distinguished: 1. Human-technology relations 2. Organising innovation 3. Understanding product success, inspiring product design 3

4 Participating chairs Behavioural Sciences Cognitive Psychology and Ergonomics The department of Cognitive Psychology and Ergonomics (CPE) Prof. dr. ing. Willem Verwey carries out education activities and research in several areas of human factors: Human Performance, Human-Computer Interaction, Human-Robot Interaction and Traffic Psychology. The surplus value of the CPE approach lies in a broad and profound repertoire of research paradigms. Our growing stock of methods covers psychometric measures, EEG, observational studies (such as usability testing), workload measures, eye tracking and many more. It is our philosophy that scientific inspiration can have its source at all levels of research, ranging from fundamental cognitive theories to real-world design problems. Behavioural Sciences Philosophy of Human-Technology Relations Technology has come to play a defining role in society. Every major activity in our lives depends on technology. All major institutions of society are increasingly fixated on technology, and any changes in them are largely driven by technology. In the light of these developments, the aim of the research programme is to perform a philosophical analysis of technology and its role in contemporary society. Ultimately, this philosophical analysis is to contribute to a better role of technology in society, for instance by stimulating better research and design practices, better policies, and better public debates about technology. Prof. dr. ir. Peter Paul Verbeek Behavioural Sciences Marketing Communication and Consumer Psychology Adequate design can only be realised when we understand how the end user (the consumer) interacts with the product or (service) environment in terms of perception, information processing, usage and evaluation. Under this chair, research is conducted on controlled and automated processes involved in consumer reactions to design. People appear to be highly sensitive to particularly subtle design elements, and these can cause resonances of which they are not or only barely aware. This research group specialises in revealing these (un)conscious processes through the implementation of engineering and technology (such as light, shape, sound and architecture) in the design of (tangible) products and (less tangible) environments. Experimental control in the (virtual reality) laboratory or in natural surroundings allows us to ascertain which processes underlie consumer behaviour, and measure their effects. Prof. dr. Ad Pruyn Engineering Technology Innovation Processes Sustainability is a major issue in construction these days. In order to conserve our environment for future generations we must rethink the way we make and use things and develop more intelligent and sustainable solutions to treat material and energy resources. Sustainability concerns industries that seek to understand the environmental consequences of their current activities and how they can adopt sustainable business models. The objective of the research is to position Twente as a centre for transformable green design and engineering debate in the Netherlands and internationally, and to create a roadmap for building construction in the 21st century. Prof. dr. ir. Joop Halman 4

5 Participating chairs Engineering Technology Product Design The chair Product Design aims to develop qualitative and - if possible - quantitative methods for understanding the history of products and for inspiring the development of new products. An important aspect Prof. dr. ir. Arthur Eger of the research is that the success of a product is influenced by the place the product occupies in its life cycle. The main practical implication is that one needs to consider this relationship explicitly when choosing specific product development activities, while the chance of success during the product development process can be enhanced when the life cycle is considered. In this research, the concept of a product is relatively broad, and includes services. Engineering Technology Product Realisation The chair is positioned between the human/soft and the technological/hard aspects of industrial design engineering. Within the chair of Product Realisation, a distinction is made between three kinds of technology, namely manufacturing technology (aimed at parts production and assembly), design technology (aimed at methods and tools for design) and product technology (aimed at functioning of products). Manufacturing technology and design technology are well covered by other chairs within the University of Twente. The chair for Product Realisation focuses on product technology, in which materials technology as well as functional components and systems play an important role. Prof. dr. ir. Wim Poelman Electrical Engineering, Mathematics & Computer Science Advanced Robotics and Control Engineering The research of the group has always focused on mechatronics and was recently extended to include robotic systems. The research area of the group relates to novel technology and scientific methodologies for the design and development of complete robotic systems and similar intelligent devices, that is, cyber-physical systems. The binding paradigm is the use of port-based methodologies for modelling, control, embedded software and design of mechatronics and robotics systems for real applications. Prof. dr. ir. Stefano Stramigioli Electrical Engineering, Mathematics & Computer Science Irrational Computer Interaction Conventional Human Computer Interaction looks at supporting people doing useful tasks. The field concerns user needs and requirements, and attempts to make computers friendly, helpful, cooperative, honest, and as natural as possible in their interactions. However, there are many reasons for subverting this paradigm. Consider games and entertainment, serious training scenarios, or interaction in ambient intelligent environments. Much can be learned by building computers that lie, cheat and deceive, that surprise users with unexpected behaviour, challenge and frustrate the users, or in short, computers that behave irrationally. Prof. dr. ir. Anton Nijholt 5

6 Participating chairs Electrical Engineering, Mathematics & Computer Science Human Media Interaction Prof. dr. Vanessa Evers The mission of the Human Media Interaction (HMI) group is to help develop technologies that treat users as human beings instead of as machines. To this end, the group looks at ways in which intelligent systems can be taught to incorporate knowledge of human behaviour and social interaction. With computers retreating into the background, HMI focuses on interaction technologies that can sense and interpret human action, intention and emotion from speech, computer vision and other sensing devices unobtrusively. Intelligent systems can take the form of robots or virtual humans, but interactions in an ambient environment in which multi-sensorial experiences are created through light, touch, sound, and so on are very much in the focus of the group as well. The engineering approach is tightly coupled with a human-centred research approach in which human-system interactions are designed and evaluated from various social science perspectives. Prof. dr. Dirk Heylen Management & Governance Innovative Entrepreneurship The chair Innovative Entrepreneurship leads NIKOS, the UT s expert centre for knowledge-intensive entrepreneurship, and is committed to research, Prof. dr. Aard Groen teaching, consultancy & training and business development support. It consolidates the UT s expertise and experience from the chairs for Innovative Entrepreneurship, Marketing, Strategic Management and International Management. Research of NIKOS fits within the strategic research orientation (SRO) Innovation & Entrepreneurship of the Institute for Innovation and Governance Studies (IGS). This chair s research focuses on entrepreneurial and business development processes in networks, mostly in technology-rich domains such as manufacturing industry, and on analysing the interaction between technology (for example nano, ICT, biomed) dynamics and business development. By experimenting with new forms of entrepreneurship support, we realise a field laboratory, which is academically as well as practically relevant. A recent example is the VentureLab Twente business development programme. Within the framework of the UT mission, VentureLab facilitates high-tech high-growth business development. Management & Governance Organisation Studies and Innovation The chair s research focuses on the organisation of innovation and new organisational forms needed to deal with the organisational challenges related to the dynamics of the innovation paradox when combining exploration and exploitation. It also looks into how this depends on the technological field in which a firm is active. In studying the organisational issues in innovation management, the research takes a process approach. It is developed along three major lines: - Organising innovation at company level with a specific interest in ambidexterity, or how to deal with exploration and exploitation simultaneously. - The development of innovative organisations in context (technologyorganisation interaction), innovation strategies and their translation into organisational configurations, and the impact on performance. - Organising innovation in networks and open innovation related to the possibilities created by modular product design. Prof. dr. ir. Petra de Weerd-Nederhof 6

7 8 DEVELOPING A DRIVER INTERFACE FOR TRANSITIONS BETWEEN AUTOMATED AND NON-AUTOMATED DRIVING 9 PIRATE 10 PRODUCT IMPACT ON USER BEHAVIOUR 11 ART & TECHNOLOGY - ROLE OF OBJECTS IN HUMAN EXISTENCE 12 APPEALING ENVIRONMENTS - CONSUMER EXPERIENCE IN THE PHYSICAL AND SOCIAL SERVICE ENVIRONMENT 13 Telecare at home: Anticipating conflicting norms 14 TRUST IN COLLABORATIVE REPOSITORIES 15 Whispering knowledge with shapes 16 Applied psychophysiology: measuring physiological changes during real-life human-product interactions 17 THE INFLUENCE OF ENVIRONMENTAL DESIGN ON EXPERIENCE AND COMMUNICATIVE Behaviour 18 HUMAN FACTORS AND MEDIA PSYCHOLOGY 19 Mobility solutions for elderly in the context of social connectivity 20 Ambient Experience 21 Single-Value Devices 22 Social robotics Research THEME HUMAN-TECHNOLOGY RELATIONS 7

8 HUMAN-TECHNOLOGY RELATIONS DEVELOPING A DRIVER INTERFACE FOR TRANSITIONS BETWEEN AUTOMATED AND NON-AUTOMATED DRIVING Faculty Chair CTW - ENGINEERING TECHNOLOGY PRODUCT DESIGN HUMAN-TECHNOLOGY RELATIONS Mobility is essential for the economy and society. Mobility problems like congestion therefore need to be reduced. High expectations rest on new assistance systems to increase road efficiency; their precision of operation is presumed to enable a more stable traffic flow. Task performance is a series of control loops, performed by both human and machine High expectations rest on cooperative driving systems to increase road efficiency A hierarchy with different levels of driving support has been defined The supported driver model recommends support types dependent on driving task type and level of task performance Developing a driver interface for transitions between automated and non-automated driving Ir. Arie Paul van den Beukel - Prof. dr. ir. Arthur Eger - dr. ir. Mascha van der Voort Government funding Ongoing January August 2014 AIDA - Applications of Integrated Driver Assistance TNO Human Factors driver interface; transitions between automated and non-automated driving; Advanced Driver Assistance Systems (ADAS) To achieve the desired advantages, assistance systems are being created that interact with other vehicles, called cooperative driving systems. These systems are based on partially automated driving within specific driving situations, allowing for shorter driving distances and avoiding oscillations within the traffic flow. This last aspect especially helps to avoid congestion. Due to technical constraints, liability and customer preferences, cooperative driving systems will only be applied in specific circumstances. For this reason, there will be transitions between human (driver) operation and automation (vice versa). A key factor in the success of cooperative systems is therefore to develop an interface which evokes the appropriate human behaviour, especially for those circumstances in which the transitions take place. The objective of this PhD research is to develop such an interface. This research started with the development of a supported-driver model for the desired allocation of tasks between human and technology performance. The aim was to determine in which circumstances what type of support enhances the driver s ability to control the vehicle. The answers are the basis for the development of the required interface. The result of this research will answer what impact the designed interface has on driving behaviour, comfort and acceptance. 8

9 HUMAN-TECHNOLOGY RELATIONS Faculty EWI - ELECTRICAL ENGINEERING, MATHEMATICS & COMPUTER SCIENCE PIRATE Chair Control Engineering - Advanced Robotics HUMAN-TECHNOLOGY RELATIONS Design of an inspection robot for small diameter gas distribution mains Edwin Dertien - Stefano Stramigioli UT-CE, Kiwa Gastec, Demcon, Alliander Ongoing September September 2012 Kiwa GasTec service robotics, pipe inspection PIRATE (Pipe Inspection Robot for AuTonomous Exploration) has been designed to inspect the gas distribution mains of the low-pressure net. This urban distribution network presents high risks for public safety, so inspection is necessary to ensure safe operation. After modelling several prototypes in a CAD environment, a prototype was realised using many CNC-manufactured components (see Image 2). For our second model, we are applying rapid prototyping and rapid manufacturing techniques. At present, we are working on a fully functional 3D printed model. The goals of this project are to design a robot that is capable of navigating through the network and carrying out (autonomous) inspection of the quality of the net. The robot has to move through the various bends, joints and obstacles in the net and provide detailed information on the quality of the net s components. The first model is capable of navigating trough most of the selected net components. We are currently working on sensing systems and control electronics and hope to do a semi-autonomous inspection round by the end of CAD drawing of first robot concept Construction details of the first robot concept PIRATE inside a transparent tube 3D printed functional prototype 9

10 HUMAN-TECHNOLOGY RELATIONS Faculty GW - BEHAVIOURAL SCIENCES PRODUCT IMPACT ON USER BEHAVIOUR Chair PHILOSOPHY OF HUMAN-TECHNOLOGY RELATIONS HUMAN-TECHNOLOGY RELATIONS Product Impact on User Behaviour and practices: Theory and ethics of behaviour steering technology Drs. Steven Dorrestijn Prof. dr. ir. Peter-Paul Verbeek Project type - IOP-IPCR Ongoing WTMC, 3TU, CTIT product impact, technical mediation, usability, ethics It is a common belief that for designing good, useful, user-friendly products, it is important to understand user needs and characteristics. However, technologies in use shape and transform user needs and behaviour. To improve usability, the focus must not be exclusively on user needs and characteristics, but also on the complementary aspect of how technology changes people. The reconfiguration of behavioural routines and user preferences by technology is an important topic in the philosophy of technology. To date, little of this knowledge has been transferred to design practice. The Product Impact project therefore investigates how knowledge of behaviour changing effects of technology can be integrated in product design. Can knowledge about product impact help to anticipate and avoid use problems? Is it possible to design products that deliberately guide and change user behaviour? An explicit part of the project is to consider the ethical dimensions of this view on technology and the profession of design. The project aims at (1) elaborating a framework to anticipate product influences on user practices, (2) translating this framework into the practice of design, and (3) systematically addressing ethical questions resulting from the explicit design of behaviour-steering products. Care for human-technology interaction and usability is a key challenge for design in today s high-tech society. The approach of product impact contributes to this with new insights and tools. When procedures are not self-evident it is a challenge to make technology user-guiding Beyond serving users technology may persuade to change behaviour 10

11 HUMAN-TECHNOLOGY RELATIONS ART & TECHNOLOGY - ROLE OF OBJECTS IN HUMAN EXISTENCE Faculty Chair GW - BEHAVIOURAL SCIENCES PHILOSOPHY OF HUMAN-TECHNOLOGY RELATIONS HUMAN-TECHNOLOGY RELATIONS The Performative and Relational Abilities of Things Yvonne Dröge Wendel - Prof. dr. ir. Peter-Paul Verbeek and prof. dr. Sher Doruff NWO - Fonds BKVB, PhD in the Fine Arts Ongoing December December 2015 Socially Engaged = Materially Engaged To Form = Being Formed Throughout a wide range of academic fields, a collective effort is underway to rework our understanding of what it is for humans and non-humans to constitute a world. This follows from a common theoretical concern, the dissolution of the subject/object distinction. In its physical examining of the affective life of things within collaborative (art) practices, this research project introduces an artistic approach to the materiality of the work in process. Primary source material is produced through carefully designed interactive working processes. Specific here is the fact that the project engages informed others, both human and non-human participants, academics and artists from various disciplines and (boundary) objects specifically designed for this process. Live encounters will produce knowledge, generate interdisciplinary dialogue and interpretations. Object Research Lab - Item Store, 2010, detail Object Research Lab, 2010, detail Relational Thingness - Object One, 2010, detail Relational Thingness - Object One, 2010, detail Rietveld Academy Amsterdam- research group: Making Things Public A communicatory toolbox that can be used to think and talk about what things do and potentially can do. The research results will be in both spatial (built environment) and textual (book) form. Texts will elaborate on classification and terminology in relation to the workings of objects in different stages of the artistic process. Texts will furthermore clarify principle factors the maker delegates, intentionally or unintentionally, to objects. Most significantly, in support of the theoretical achievements, my art practice will further develop built environments that evoke discussion, inform and help formulate essential questions concerning (the future of) things. visual art, artistic research, collaborative art practice, thingy things 11

12 HUMAN-TECHNOLOGY RELATIONS APPEALING ENVIRONMENTS - CONSUMER EXPERIENCE IN THE PHYSICAL AND SOCIAL SERVICE ENVIRONMENT Faculty Chair GW - BEHAVIOURAL SCIENCES MARKETING COMMUNICATION & CONSUMER PSYCHOLOGY HUMAN-TECHNOLOGY RELATIONS Appealing environments - Consumer experience in the physical and social service environment Dr. Mirjam Galetzka - Direct funding, contract research / EU and industry funding Environmental design of the physical and social service environment impacts consumer experience of the servicescape. Ambient features such as coloured lighting, music and scent are known for the impact they have on how we feel, what we think and how we behave. This research studies the influence of the design and architecture of service settings (for example railway stations, schools and retail settings) on consumer experience and behaviour. Insight into the effects of service design on consumer experience, and the underlying psychological mechanisms yielding strategies that improve service quality. The research within his theme intends to gain insight in the underlying psychological processes that explain how consumers respond to subtle changes in the servicescape. Waiting experience, Mark van Hagen, NS VR lab SchoolVision, Philips Lighting Leiden platform Ongoing NS (Dutch Railways, Utrecht) / Philips Lighting servicescapes, authentic consumer experience, ambient features (music, coloured lighting), waiting times 12

13 HUMAN-TECHNOLOGY RELATIONS Telecare at home: Anticipating conflicting norms Faculty Chair GW - BEHAVIOURAL SCIENCES PHILOSOPHY OF HUMAN -TECHNOLOGY RELATIONS HUMAN-TECHNOLOGY RELATIONS Being a patient - the role of telecare technology in shaping patient identities Dr. Asle Kiran - - Research funding / NWO-MVI funding Ongoing Prof. dr. P. P. Verbeek MSc, prof. dr. N. Oudshoorn, prof. dr. H. Hermens MSc, dr. V. Jones MSc, I.J.H. Maathuis MSc, LLM Despite promising to improve the quality of healthcare and showing great potential for reducing healthcare expenditure, telecare technologies are often met with resistance from user groups such as nurses and patients. Partly, this is because these technologies introduce and reinforce specific and inflexible ways of being handled, and thus come with specific built-in norms of use, norms that challenge the existing structures of and relations within healthcare. Such social and ethical consequences of technological innovation can often be surprising from a technical and functional perspective, but are known and assessed in philosophy, ethics and in science, technology and society research (STS). This project especially studies the social and ethical consequences of telemonitoring technologies for chronic patients. The Telecare at Home project aims to use knowledge about user impact to develop tools that can assist engineers in anticipating conflicting norms when designing telecare technologies. Older telecare technologies utilised TV and telephones in the communication between patient and healthcare personnel These days, the communication more often happens through internet and the mobile network A telecare device involves much more than the patient and a nurse; it is a full system of technical and human contributors s are now working on ultrathin, electronic medical monitors that attach to a patient s skin and transmit data wireless philosophy of technology, technical mediation, ethics, phenomenology, constitution of identities Telecare technologies do not just perform specific functions, they potentially shape and transform the identities of patients. By being presented with a different set of options (staying at home rather than being hospitalised; eliminate tedious travel), the patient experiences himself or herself as a different kind of patient. In a more general perspective, what does this say about the role of our technological environment in shaping the kind of people we are and become. With this perspective, the project is part of a philosophical investigation of how technology reshapes and transforms society. 13

14 HUMAN-TECHNOLOGY RELATIONS Faculty GW - BEHAVIOURAL SCIENCES TRUST IN COLLABORATIVE REPOSITORIES Chair COGNITIVE PSYCHOLOGY & ERGONOMICS HUMAN-TECHNOLOGY RELATIONS Research on trust has largely focused on automated systems that are closed and stable. Very few studies have been carried out on trust in open and dynamic systems such as collaborative repositories (like Wikipedia). Example of Wikipedia article 3S-model of Information Trust Trust in Collaborative Repositories Teun Lucassen, MSc - Prof. dr. Jan Maarten Schraagen GW / CTIT Ongoing February April trust, information, collaboration, Wikipedia This project focuses on factors that influence information trust and distrust in such open network-based systems. Recent research suggests that rate of use and individual differences in dispositional trust are important factors. We have proposed three strategies by which credibility is evaluated (semantic, surface, source). The choice between these strategies depends on various user characteristics (domain expertise, information skills, source experience). Using the acquired knowledge on how people evaluate credibility, we explore the possibility to support them in their evaluations. Such support could be implemented by an automated or a user-based system. Automated systems vary in complexity; a heuristic approach should be compared to an algorithmic approach. The level of trust people have in either heuristics or algorithms is a crucial factor when exploring the optimal support solution. 14

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