September 17 - 24, 2016

Future Service Design Scenarios for Autonomous Transport & Medical Services

Delivery

motorpressguild.org/autonomous-vehicles-are-going-to-save-us-from-standing-still/

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BACKGROUND

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We gathered to conceive future scenarios in autonomous transport

Bev MayUX & Product Specialist

Principal, the Concepts Lab

Kevon LovelaceVisual, UX Product

Designer, Graphic Artist & Illustrator

Grace SongMarketing Manager

Laura SheedyUX Product Designer,

CAD & Visual Designer

Conner HunihanUX Designer

Brittany Kaufman

UX/UI Product Designer &,

Photographer

Nora CalabreseUX/UI Product Designer

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TheConceptsLab.com

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INDUSTRY & MARKET RESEARCHAutonomous Vehicles

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33 corporations are working on autonomous vehicles

https://www.cbinsights.com/blog/autonomous-driverless-vehicles-corporations-list/ August 11, 2016

2021

Semi-autonomous- Uber launched live pilot in PA- Tesla launched Autopilot feature

Autonomous road and air vehicles are imminent

Level5Testing

-Ford

Level 4 market launch- Uber- Ford- BMW

Level 4 market launch- Google / FCA

Semi-autonomous flight- Airbus begins testing on autonomous flight

Semi-autonomous / Level 4- Tesla level 4 by end of 2017- GM / Lyft semi-autonomous pilot - Uber’s Otto pilot early 2017

Level 4 release- Google

202020192016 2017 2018

theconceptslab.comhttp://www.autonews.com/article/20160607/OEM06/160609887/study-predicts-21-million-autonomous-cars-sold-globally-in-2035

http://clepa.eu/mediaroom/autonomous-vehicles-will-drive-change-auto-manufacturing-insurance/

Image: U.S. DOT

Nearly 76 million vehicles with some autonomy will be sold by 2035

Uber Level 3 Self-driving car pilot, 2016

Source: https://newsroom.uber.com/pittsburgh-self-driving-uber/

GoogleLevel 3 Self-driving car project, 2016

Source: https://www.google.com/selfdrivingcar

Israel Defense ForcesThe Border Protector UGV, 2016

Source:http://www.foxnews.com/tech/2016/09/01/robot-patrol-israeli-army-to-deploy-autonomous-vehicles-on-gaza-border.html

BMViNext all-electric autonomous car, 2021

Source: http://www.autonomous-car.com/2016/03/bmw-plans-to-step-into-world-of.html

Mercedes-BenzF 015 Luxury in Motion research car, 2030

Source: https://www.mercedes-benz.com/en/mercedes-benz/innovation/research-vehicle-f-015-luxury-in-motion/

DHL Parcelcopter 2.0 (Medicine Delivery), 2014

Source:http://techdrive.co/2014/10/dhl-using-drone-deliver-medicines-in-germany/

AeromobilAeromobil 3.0 flying car, 2019

Source: http://www.bloomberg.com/news/articles/2016-06-09/welcome-to-larry-page-s-secret-flying-car-factories

TerrafugiaThe TFX, 2026

Source: http://www.bloomberg.com/news/articles/2016-06-09/welcome-to-larry-page-s-secret-flying-car-factories

AgrodesignDrone Ambulance Concept, TBD release

Source: http://www.argodesign.com/work/drone-ambulance-argodesign.html

Otto (Uber)Self-driving truck, 2017

Source: http://fortune.com/2016/08/19/ubers-680-million-gut-punch-to-google/

Ecco CamperConcept by Nau

Source: http://nau.coop/future-design/ecco/Ecco_01/

Colim CaravanConcept by Christian Susana

Source: http://themotor.nl/page/174/

Source: http://webecoist.momtastic.com/2013/02/18/marvelously-modern-mobile-living-15-cool-campers/

Camper ModularConcept by Mehrzeller

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Industry Snapshot

Google Tesla Uber Ford GM/Lyft

Industry Tech Automotive; Energy Storage

Ride-sharing; Automotive Automotive / Ride-sharing

Partnerships/ Acquisitions

Fiat Chrysler Automotive, Waze

SolarCity Carnegie Mellon Robotics Lab; Univ. of Arizona; Volvo; Toyota

Acquired deCarta & Otto

Velodyne; Civil Maps; Nirenberg Neuroscience`

Acquired SAIPS; licensing

Lyft;

Acquired Cruise Automation

Testing 1.8 million miles inCA,TX,WA,andAZsince2009

130 million miles via Autopilot

PA MI, CA, AZ CA & AZ

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Shared Transport“The traditional ownership model is being disrupted… We’re going to see more change in the next 5-10 years than ... in the last 50”- Mary Barra, GM CEO, 10/25/15

KPCB Internet Trends Report June 2016 - Mary MeekerIHS: Clarifies Autonomous Vehicle Sales Forecast June 2016

New Vehicles“IHS expects entirely new vehicle segments to be created” - Jeremy Carlson, IHS Automotive Principal Analyst, 6/16

Autonomous vehicles will change how we work, move and live

Less Cars, More Utilization“we’re changing our business model to ...vehicle miles traveled… with autonomous vehicles, the actual mileage on those vehicles will accumulate a lot more than a personally owned vehicle.” - Mark Fields, Ford CEO, 4/12/16

theconceptslab.comeMarketer: How do young people feel about self-driving cars? March 2016

47%Optimisti

c

35%Excited

27%Fascinate

d

18%Anxious

18%Fearful

13%Dreading

It

Public Perception is Conflicted

theconceptslab.comeMarketer: How do young people feel about self-driving cars? March 2016

71 %16-24

74 %25-34

71 %35-44

64 %44-54

50 %55-64

45 %65+

Appeal varies by age

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Sleep/ rest 61%

Read 57%

Make calls 52%

Watch TV 46%

Play with others 37%

Work 33%

Do paperwork 26%

Shop 23%

survey of 44 individuals, Sept 2016eMarketer: In France, Vacations Are No Break from Mobile Devices. Aug 2016

Preferred activities

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EXPLORATIONS: 2026Autonomous Vehicles Rider Experience and Services Delivery

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Autonomous vehicles will impact nearly everyone

Disabilities

Elderly

Private Vehicle Owners

Travelers

Commuters

Truck Drivers

Urgent Medical Care

Public Transport Riders

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We conceived 20+ concepts to serve some of these audiences

Local Outings

Dog Walking Robot

Beauty Services

On-Demand Daycare

Travel

Mobile Homes

Local Medical & R+R

Personal Assistant

theconceptslab.com

We conceived 20+ concepts to serve some of these audiences

Biometric Controls

Seniors & Disabilities

Dating & Socializing

Local Services

Configurable Interiors

Group Meetings

Party Bus

Exercise on the Go

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Concept sketches

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Concept sketches

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Seniors will have more freedom and mobility

By Dana Hall, March 2, 2016 http://www.foxnews.com/tech/2016/09/01/robot-patrol-israeli-army-to-deploy-autonomous-vehicles-on-gaza-border.html

“It’s the ability to decide for themselves where and when they want to move”

43+ million Americansare 65+ and elderly drivers who disproportionately cause and are injured in traffic accidents

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The self-driving car could prove to be a life-changing breakthrough for many people with disabilities, granting them a new measure of independence.

“My experience with Google has been terrific, and I want it to happen. Everyone in the blind community wants it to happen.”- Mr. Mahan, the director of the center for blind people

People with disabilities can be more independent

PAUL STENQUISTNOV. 7, 2014 http://www.nytimes.com/2014/11/09/automobiles/in-self-driving-cars-a-potential-lifeline-for-the-disabled.html?_r=0

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We then curated and voted

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URGENTMEDICALSERVICESAutonomousVehiclesRiderExperience&ServicesDelivery:ConceptA

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Medical care: the most critical & vital need

Medical care: the most critical & vital need

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Medical care: the most critical & vital need

theconceptslab.comSource: KPCB Internet Trends Report June 2016 - Mary Meeker

Global Life expectancy is currently 72 years old - up by 36% since 1960

theconceptslab.comSource: http://techdrive.co/2015/02/ambulance-drone-totally-fascinating/

1,000+ “treatable” lives are lost each year in every big city by slow emergency response

theconceptslab.comhttp://starttheheartfoundation.org/cardiac-arrest-statistics/

Cardiac arrest is the leading cause of death for US adults over 40

Each minute, the chance of surviving a heart attack reduces by 10%

theconceptslab.comSource: http://adigaskell.org/2014/11/04/innovation-uses-drone-technology-to-provide-rapid-medical-response/

“800,000 people suffer cardiac arrest in the EU annually, and only 8% survive”

- Mark Meijer, president of Life EMS Ambulance

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Kevin- Emergency Room Physician

- Collecting new patient data can take hours

Paramedics do not always communicate the full patient’s history on the scene to ER MDs

Autonomous vehicles would allow more to be done in transit

Lives could be saved with faster response times and accurate data up-front in the ER

Retrieving patient records can takea few hours...a patient with a

medical sheet is like finding the Holy Grail! “ “

31, male, Interviewed 9/18/16

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Lara- Had Accident

- After a car accident, she was given mixed instructions about what to do by the police

Officer asked for ID and did a test for drunk driving, assuming fault and showing a lack of caring. She felt confused and frustrated

Would have loved to have been given accurate medical advice about what to do while she waited for ambulance

While injured, people told me what

they thought I should do. I wanted professional advice.

30, Female,, Interviewed 9/18/16 “ “

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- When he was in an accident, he wanted to contact his family immediately, but couldn’t. His family waited 2 hours to be updated

EMT asked for his wallet for ID, but he didn’t know where it was

Ambulance took over 20 minutes to get to hospital after arriving on the scene Welcomes methods for more rapid response

It took over 20 minutes to transport me to the hospital

Jose- Had Accident32, male, Interviewed 9/18/16 “ “

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Samantha- Family Member I want updates if a loved one was involved in an emergency.

- She called 911 for a loved one

She was scared and confused. She didn’t know what to do while waiting for the ambulance

She wishes she could have updates on her loved one’s status she was not around

28, female, Interviewed 9/18/16 “ “

“We got little information after getting to the ER”

“I was angry because I couldn’t hop on the

ambulance to be there & get updates”

- Speed / Time of arrival

- More deep in diagnosis

- Affordable service

“We needed more communicationwith relatives”

Others’ Experiences From 44 survey respondents

“Speed & time of arrival are critical”

“I need more affordable care &

want to know costs up front”

“I would like more empathetic, hands-on

care from EMTs”

Key patient medical needs 44 respondents

52%Had a medical

situation that required an ambulance

84%Want to know what

they should do while they wait for help

65%Have no way to get to the hospital except an

ambulance

6.7%33%Are more than 30 minutes away in rush hour traffic

97%Want to know when the ambulance will

arrive

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Key family need: updated status & communications 44 respondents

6.7%

52%80%Want to

automatically notify their family if they

were injured

96%Want notifications of loved ones’ critical

conditions

69%Want to know

friends & relatives’ contact information

in caseof death

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Open to medical monitoring wearables 44 respondents

6.7%96%52%89%Willing to wear one

to monitor critical medical conditions

31%Currently use fitness or health wearables

91%Want close friends /

family to wear a medical monitoring

device

Ambulance 2.0Source: http://static.lakana.com/media.ktvu.com/photo/2016/09/23/sfambulance_1474663788920_2062060_ver1.0.JPG

Source: http://www.argodesign.com/work/drone-ambulance-argodesign.html

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GILBERT’SEXPERIENCEIN2026

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Gilbert Jones 88, Male, lives in Valencia, CA. Retired, widowed auto mechanic with HS diploma & some trade schooling, Lives alone, and is mainly sedentary. Gilbert used to smoke tobacco, he has heart problems and wears a pacemaker, and he can’t hear or see that well, so he doesn’t drive any more. He has trouble following all the medical advice he gets. He can still walk, but with a cane. He has 2 kids that check in on him periodically: one in San Diego, the other in London, and they worry a lot about him. He also has three grandchildren.

Goals & NeedsRemain living independently on his ownMonitoring his health & mobility (for himself, family & MD)Communicating urgent health situations with family

Grandpa Gilbert

Independent

Dependent

Stubborn Willing

Rugged Skeptical Craftsman

“I enjoy a good beer while watching the game on Sunday afternoon”

http://www.fabulousfaces.com/

theconceptslab.comhttp://msnbcmedia.msn.com/i/MSNBC/Components/Photo/_new/g-tdy-120109-heart-attack.jpg

Gilbert starts feeling chest pain

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The wearable is activated with a notification from Gilbert’s pacemaker

http://msnbcmedia.msn.com/i/MSNBC/Components/Photo/_new/g-tdy-120109-heart-attack.jpg

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The wearable speaks to Gilbert,notifying him that help is coming

http://msnbcmedia.msn.com/i/MSNBC/Components/Photo/_new/g-tdy-120109-heart-attack.jpg

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The wearable can also tell the wall display to show

Gilbert visual instructions

http://www.qarmazi.com/5/2015/07/1920x1440-best-design-interior-paint-colors-interior-house-colour.jpg

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The device alerts the hospital that an EMT and air ambulance are needed. Gilbert’s medical records and location are automatically sent over

http://www.bdcnetwork.com/sites/bdc/files/body-images/unnamed%20(1)_9.jpg

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Gilbert’s family areautomatically notified

https://static.pexels.com/photos/6111/smartphone-friends-internet-connection.jpg

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The autonomous vehicle is dispatched to Gilbert’s house,with EMT personnel inside

http://www.aldaramedicalcenter.com/images/features/Aldara_Sketch.jpg

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The vehicle arrives at Gilbert’s house. The wearable had already unlocked the door and told the EMTs which room he was in

http://modusstudio.com/wp-content/uploads/2014/01/viewpoint-process-sketches.jpg

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Gilbert is loaded onto the vehicle by the EMTs

http://modusstudio.com/wp-content/uploads/2014/01/viewpoint-process-sketches.jpg

theconceptslab.comSource: http://www.bitrebels.com/wp-content/uploads/2013/08/doctors-use-google-glass-2.jpg

While Gilbert is transported to the hospital, he receives some treatment on the vehicle

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The vehicle arrives at the hospitalhttp://www.aldaramedicalcenter.com/images/features/Aldara_Sketch.jpg

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Gilbert is unloaded; the vehicle reconfigures to transport a new patient

http://www.aldaramedicalcenter.com/images/features/Aldara_Sketch.jpg

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Gilbert gets treatment In time to save his life!

http://childrensnational.org/~/media/cnhs-site/images/brand-images/general-and-thoracic-surgery_14428.ashx?mw=834

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Gilbert lives!

http://www.centraljerseyfamilylaw.com/wp-content/uploads/2016/03/will_0.jpg

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SUPPORTINGSERVICEELEMENTS

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2016 Experience

6.7%

SlowIt takes a long time to

call, receive and coordinate urgent

medical care

OpaqueStatus and patient

details are unknown. Devices, EMTs and

relatives don’t talk to each other.

SiloedDevices don’t have the

necessary data and what they do have, they can’t or don’t

share(

2026 Principles

6.7%

SpeedyDramatically reduce

time to medical intervention

OpenStatus is

automatically communicated to all

parties- through voice and multiple

digital means

Seamless

Devices seamlessly interact with each other, requiring no patient intervention

(

Convergence of current tech trends by 2026

Autonomous Vehicles

Drones

Voice, Gesture & Biometrics

Embedded Medical Devices

Wearables

theconceptslab.com

Biometrics, gesture and voice-based wearables

FEATURESConnected to the pacemaker to monitor the person’s heart

Provides information on critical medical conditions when they occurStores personal and medical data

Sends notifications to hospital, family members and doctorsGives voice and visual instructions on what to do in emergency situations

http://designapplause.com/wp-content/xG58hlz9/2013/12/wearable-shine2.png

Service Design Blueprint of Proposed System

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Gilbert is loaded onto vehicle

Gilbert communicates with device

Gilbert is told what’s happening

Gilbert follows instructions

Gilbert receives hospital treatment in ambulance

Gilbert has chest pains

Gilbert lives

2026: takes 12 minutes1 minuteFamily notified at

6 minutesHospital treatment at

Gilbert calls 9-1-1

Gilbert is loaded onto ambulance

Gilbert has chest pains

Gilbert is stabilized

Gilbert dies

Gilbert is treated in ambulance

2016: takes 2 hours2 hoursFamily notified at2 hoursHospital treatment at

Gilbert receives treatment at hospital

Gilbert’s experience

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2016

Gilbert

Ambulance9-1-1 & devices

FamilyEMT Hospital

Gilbert has chest pains

Gilbert calls 9-1-1

9-1-1 activate EMT

EMT arrive

Gilbert is stabilized

Gilbert is loaded onto ambulance

Ambulance departs for hospital

EMT’s treat Gilbert en route

Ambulance arrives at hospital

EMT hand Gilbert over to hospital

Hospital treatment begins

Family is called

Family arrives

Gilbert Dies

Gilbert is treated in ambulance

Gilbert receives hospital treatment

Device sends out notification of issue to 911 which is routed to hospital

Gilbert has chest pains

Device asks Gilbert questions, starts building patient history

Family receives notification of Gilbert’s condition

EMT boards vehicle

Pacemaker sends wearable notification of pending medical issue

Device unlocks doors for EMT arrival

Gilbert communicates with device

Gilbert is told what’s happening

Hospital preps for sending EMT team to Gilbert

EV departs for hospital

AV arrives at scene

Device keeps Gilbert informed

Gilbert follows instructions

EMT stabilizes Gilbert

Gilbert is loaded onto vehicle

EMT treats Gilbert in vehicle

Device sends condition to family

EMT checks Gilbert into hospital

Device downloads history to hospital

EMT loads Gilbert onto vehicle

Vehicle departs for hospital

Gilbert receives hospital treatment in vehicle

Family receives SMS notification

Hospital receives Gilbert

Gilbert lives!

AV arrives at hospital

Family notified of whereabouts

Gilbert’s gurney detaches from AV

2026

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http://www.fabulousfaces.com/

Rapid, accurate medical intervention saves lives!

2016:2 hours

RIP Gilbert

2026:12 minutes

Gilbert lives!

1.Determine he needs treatment 20m

2.Ambulance in transit 35M each way x2 in LA rush hour

3.30M wait to get Gilbert checked in and get him from ER into OR

1.Determine he needs treatment 2m

2.Autonomous airborne ambulance in transit 10M one way

3.Gets treatment on vehicle 0m

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SOCIAL TRAVELAutonomous Vehicles Rider Experience & Services Delivery: Concept B

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Stephanie Jones Single, 22, Female, from Miami, FL. Was in college in LA, but just graduated and still living off of parents’ income. She currently works at a cocktail bar.

Stephanie likes to go out and meet people. She loves Coachella, is curious about Burning Man, and has backpacked in Thailand with friends. She would love to travel more with other like-minded folks and explore more exotic distant places, particularly on a budget.

Social Traveller

Extrovert Introvert

Adventurous Cautious

Friendly Go-getter Energetic“I love going out, exploring new places and meeting new people”

Image:chictopia.com/photo/show/525536-hiker+chic-dark-brown-floppy-felt-h-m-hat-tan-hiking-boots-white-the-north-face-bag

Goals & Needs- Have fun with friends- Meet new people- Explore interesting new places on a budget

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Roving Party Bus

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Roving Party Bus: order your experience

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Select socialexperienceSelect social

experience

Roving Party Bus

Yes

No

Open app

Select socialexperience

Select active group

Group vehiclearrives

Enjoy group?Bar/dance

club

Get outOrder new experience

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Customizable tours with dining and drinks

http://hdrcreme.com/photos/31854-edna-valley-winery

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Customizable tours with dining and drinks

Define trip parametersDefine trip parameters

Search available trips

Confirmations coordinated

Create own trip

Vehicle shuttles group

Revised itinerary

Drop off

Vehicle narrates tour

No

Yes

Yes

No

Eat/drink while travelingFind available

trip?

Itinerary changes?

1.User books trip to Napa on phone2.Trip is approved and confirmed3.Road or air vehicle picks up the user and friends4. Vehicle shepherds riders around Napa, giving guided tour5. Party on vehicle!

Customizable tours with dining and drinks

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Off-road, fully customized travel

http://www.huffingtonpost.com/jacada-travel/11-of-the-most-stunning-aerial-safaris-in-africa_b_7017320.html

theconceptslab.comhttp://www.huffingtonpost.com/jacada-travel/11-of-the-most-stunning-aerial-safaris-in-africa_b_7017320.html

Off-road, fully customized travel

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Natural communications with the vehicle

Voice & Audio

Gestures Touch

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Default Vehicle Configuration

This default configuration supports a lounge seating area for viewing outdoor scenery and a plasma screen for looking up areas of interest and viewing more

information.Glass perimeter walls can become opaque with voice command

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Default Vehicle Configuration

Expanded View

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Sleeping Configuration

Transform the space by voice command for sleeping

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Sleeping

Expanded View

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Group Eating

Group dining

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Group Eating

Expanded View

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Group Activities

Open plan for exercise and groups

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Group Activities

Expanded View

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THANKS!

theconceptslab.com

theconceptslab.com

We gathered to conceive of future scenarios in autonomous transport and related services

Bev MayUX & Product Specialist

Principal, the Concepts Lab

Kevon LovelaceVisual, UX Product

Designer, Graphic Artist & Illustrator

Grace SongMarketing Manager

Laura SheedyUX Product Designer,

CAD & Visual Designer

Conner HunihanUX Designer

Brittany Kaufman

UX/UI Product Designer &,

Photographer

Nora CalabreseUX/UI Product Designer

September 17 - 24, 2016

Future Service Design Scenarios For Autonomous Transport & Medical Services Delivery

TheConceptsLab.com