End-user activity-based service design in the built environment context

Abstract

The main goal of this thesis is to communicate the motivation, process, and result of the research project dedicated to exploring the topic of Service Design, based on end-user activities analysis in the built environment context. We have elected to use a KTH Live-in-Lab as a testbed in relation to the chosen living lab network of actors and stakeholders. We see an opportunity to increase the interaction between the building system and the human activity system through the service system integration. In other words, this thesis aims to investigate how new services in the built environment should be designed to support end-user's daily activities and well-being, and at the same time, help operate the building more sustainably (decrease electricity, water usage, and waste production).

By following a T-shape research approach, we started with a broader perspective on service design in the context of the built environment. A Delphi method was used for consensus building, and a co-creation approach between multiple stakeholders was adopted for the broad exploration part. The insights of the general study have become a foundation for several case studies that used mixed methods (Sustainable food service and Sleeping quality assessment). The result of the study consists of theoretical and practical implications. From the theoretical perspective, the thesis contributes to service design process improvement using a living lab environment and method and developed a framework for Bi-directional value exchange between the Building System (BS) and the Human Activity System (HAS). During the case studies a service concepts portfolio for KTH Live-in-Lab was co-created with multiple stakeholders, and two concepts were tested with active end-user engagement. The findings have been presented in four journal and two conference papers appended.

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