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Affective Design of Waiting Areas in Primary Healthcare
Linköping University.
KTH, School of Technology and Health (STH), Ergonomics.ORCID iD: 0000-0001-5338-0586
2008 (English)Article in journal (Refereed) Published
Abstract [en]

Purpose – This paper seeks to deal with affective design of waiting areas (servicescapes) and has twofold aims. The first, is to explore affective values for waiting areas. The second, is to identify interactions between physical design attributes and affective values.

Design/methodology/approach – This study included a free association method for data collection, applying Kansei engineering methodology to extract design solutions relating to specific feelings. The study was undertaken at six primary health centres in Östergötland County, Sweden. In total, 88 participants (60 patients and 28 staff) were interviewed.

Findings – The selected waiting areas show significant differences for their perceived affective qualities. The most desired feeling for creating affective values is found to be “calm”. The core design attributes contributing to this feeling are privacy, colours, child play-areas and green plants. Good design of lighting, seating arrangements and a low sound level are also important design attributes to give a more complete design solution.

Research limitations/implications – The study provides useful insights for understanding affective needs in servicescapes, and it provides design suggestions. The results have not been analysed separately for gender or different age groups.

Practical implications – The paper proposes a framework model to be applied when dealing with affective values in servicescapes.

Originality/value – This paper makes an original contribution to understand affective values towards the physical environment in servicescape design. It offers a methodology to study complex environments with many alternative design solutions using limited resources. Moreover, this study uses a combination of a free association method and Rough Sets theory in affective design.

Place, publisher, year, edition, pages
Emarald , 2008. Vol. 20, no 4, 389-408 p.
Keyword [en]
Kansei values, perceived quality, Rough Sets analysis, Correspondence analysis, health centres
National Category
Production Engineering, Human Work Science and Ergonomics
URN: urn:nbn:se:kth:diva-43415DOI: 10.1108/17542730810881366ScopusID: 2-s2.0-46249091700OAI: diva2:448388
QC 20111017Available from: 2011-10-17 Created: 2011-10-17 Last updated: 2011-10-17Bibliographically approved
In thesis
1. Engineering Quality Feelings: Applications in products, service environments and work systems
Open this publication in new window or tab >>Engineering Quality Feelings: Applications in products, service environments and work systems
2011 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Contemporary quality issues in product design are moving from materialistic to emotional user fulfillment; comprehensive research is needed to examine quality product feelings. This research is directed toward a deeper understanding of user and customer quality feelings for different product types, including services.

The quality feelings concept includes dimensions of product quality, especially functionality, ergonomics and aesthetics. The first objective of this thesis is to identify, prioritize and synthesize quality feelings into product attributes in product development applications. The second objective is to explore, test and propose methodological approaches for designing quality feelings into products.

Several methods from psychology, ergonomics, statistics and probabilistic methods and heuristics were applied to achieve the objectives. From a methodological viewpoint, Likert scales, free elicitation technique and Just About Right scales were applied for data collection. Multiple Regression, Factor Analysis, Correspondence Analysis, Genetic algorithms, Partial Least Squares (PLS) and Rough Sets (RS) were applied for data analyses. For ergonomic product evaluations, direct observations, 3D workload simulations, time and frequency analyses were conducted.

Five product applications are included in this thesis: operator driver cabin design of reach trucks, steering wheel design trigger switch design in right-angled nutrunners, bed-making systemsproducts and waiting room environments.

Heuristic methods were found effective when there is a high number of product attributes that interact to provide quality feelings. RS results are consistent with PLS attribute predictions. When the number of product attributes is large in comparison to the number of observations, PLS extracts informative results for quality feelings. The RS method is effective in identifying interactions among design attributes.

Quality feelings are associated with both tangible (tactile characteristics) and intangible (quick and easy to use) product characteristics. Words such as safety, functionality, ergonomics, comfort, reliability, supportiveness, usability, feedback, pleasantness, attractiveness, durability and distinctiveness describe quality feelings from tangible products and services. Based on product type, the quality dimensions represented by these words possess different interactions and dependencies. In work environments, products act as prostheses between workers for social interaction, which need to be considered as important quality feelings dimensions.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2011. xiv, 155 p.
Trita-STH : report, ISSN 1653-3836 ; 11:5
ew product development, ergonomics evaluation design for quality, Affective Engineering, servicescape design, product experience
National Category
Production Engineering, Human Work Science and Ergonomics
urn:nbn:se:kth:diva-43388 (URN)
Public defence
2011-10-31, 3-221, Alfred Nobel`s Alle 10, Huddinge, 13:19 (English)
QC 20111017Available from: 2011-10-17 Created: 2011-10-14 Last updated: 2011-10-28Bibliographically approved

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