Project
Design for Longevity: People, Product, Process, Platform WHO ─ Client
WHEN ─ Time
• Edward Jones Investments
Sep 1, 2022 ─ Dec 31, 2024
DESIGN FOR LONGEVITY
• Raymond James • Transamerica Corporation
WHY ─ Design Challenge How might we design an effective, respectful, and delightful longevity service? WHAT ─ Design Highlight The study explored the research question of how to design an effective longevity coaching service and system by experimenting with two types of service encounters: tech-based and touch-based. The authors developed six research hypotheses about service encounter types, resulting in six corresponding dependent variables/design attributes: 1. Learnability: A touch-based service can help first-time clients learn new concepts or knowledge about longevity more easily than a tech-based service; 2. Efficiency: A techbased service can help clients get the task done as quickly and accurately as possible, enhancing their capabilities to adapt to complexity better than a touch-based service; 3. Safety: A touch-based service can easily create a safe and reliable personal space that enables clients to better expose their vulnerable side with comfort than a tech-based service; 4. Trustworthiness: A tech-based service can more easily build trust with a client than a touch-based service; 5. Confidence: A touch-based service can empower clients with the confidence to grow and explore the unknown better than a tech-based service; 6. Satisfaction: A tech-based service can provide better-perceived service quality to meet client’s satisfaction and expectations than a touch-based service. HOW ─ Design Process An experimental longevity coaching service was designed to see if service encounter type would impact six dependent variables/design attributes of longevity services. The authors applied script theory and seven script-based variables to design and construct the longevity service, which was pilot tested with twelve volunteer participants from Boston or New York with various backgrounds, educations, age ranges, and different financial planning experiences and knowledge. To conduct and analyze the experiment, authors used four qualitative research methods: surveys, Think-aloud approach, semi-structured interviews, and semantic and transcript analysis coded by a computer-assisted qualitative data analysis software (CAQDAS) and Open AI. LEARNING ─ Project Takeaway • In the conclusion, the authors use six hypotheses based on the dependent variables/
design attributes to structure and frame takeaways about user experience.
REFERENCE ─ Project Webpage and Video • Project ─ https://www.shenghunglee.com/designforlongevity • Keynote: Design for Longevity (D4L): Service Innovation through System Thinking ─ https://design4drupal.org/keynote • Podcast: Empowering people through service design ─ https://www.designdrives.org/episodes/79 • Podcast: Is It Design for Longevity (D4L) or Sustainability? ─ https://open.firstory.me/story/clm2sq6l6007801xa3bmb138b
DESIGNER ─ Project Credit Sheng-Hung Lee (Chief Designer, MIT AgeLab) Joseph F. Coughlin (Project Advisor, MIT AgeLab), Maria Yang (Project Advisor, MIT Department of Mechanical Engineering), Eric Klopfer (Project Advisor, MIT Comparative Media Studies), Olivier L. de Weck (Project Advisor, MIT Department of Aeronautics and Astronautics ), John Ochsendorf (Project Advisor, School of Architecture + Planning), and Sofie Hodara (Project Collaborator, Northeastern University College of Arts, Media and Design) AWARD ─ Project Publication 2024 ─ Book Chapter, Design in Action, Intellect ─ Inclusive Financial Planning Service Design Considerations for an Aging Population 2024 ─ Book Chapter, Systemic Service Design, Routledge ─ Prototyping Longevity Service Systems: Tech or Touch? 2024 ─ Book Chapter, Service Design Futures, Bloomsbury ─ Design for Longevity: An Empathic Service Design Framework 2024 ─ Book Chapter, Service Design Futures, Edward Elgar ─ Design for Longevity and Immersive Technology: Literature Review 2023 ─ Journal, CPCL ─ Longevity Planning Service Across Immersive Technologies 2022 ─ Journal, Arte, entre paréntesis ─ Retail Banking and Financial Service Under System Analysis 2023 ─ Conference, IASDR ─ Designing Longevity Planning Blocks through Experimental Participatory Observation and Interviews 2023 ─ Conference, Cumulus Antwerp ─ Applying Human-Centered System Design to the Development of a Tool for Service Innovation 2023 ─ Conference, ICED ─ Co-create Financial Planning Services for an Aging Population: Designers' Perspectives 2023 ─ Conference, ICED ─ Service Design in Action: Transformation, Consideration, and System Thinking 2023 ─ Conference, IDC ─ Design Artifacts and Gaming Transform Financial Planning Services 2023 ─ Conference, IDC ─ From Brainstorming to Bodystorming: Co-creation Workshop Analysis Using Applied Video Ethnography 2023 ─ Column, DesignWanted ─ Building an AgeTech City: Services, Community, and Technology 2023 ─ Column, DesignWanted ─ Design for simulation: how to project your future self? 2023 ─ Column, DesignWanted ─ Design for Longevity: Service, Systems, and Sustainability