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P. 3
CONTENTS
INTRODUCTION
Context of the project 1
Project Timeline 3
PROCESS
Initial research 5
Synthesis of observations 7
Conceptual frameworks 11
Nine Key Themes 13
Initial ideation 23
Redefining frameworks 24
Pressure cooker session 25
Validation & expert opinions 28
Reiterated service blueprint 33
Co-creation session 35
Prototyping 39
Testing and validation 43
THE SERVICE
Essential Design Principles 44
The Service 45
A Review of Frameworks 56