Concepts Lab – Ideations in the Autonomous Vehicle Rider Experience

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/

theconceptslab.com
BACKGROUND
theconceptslab.com

theconceptslab.com
We gathered to conceive future scenarios in autonomous transport
Bev May
UX & Product Specialist
Principal, the Concepts Lab
Kevon Lovelace
Visual, UX Product Designer,
Graphic Artist & Illustrator
Grace Song
Marketing Manager
Laura Sheedy
UX Product Designer, CAD &
Visual Designer
Conner Hunihan
UX Designer
Brittany Kaufman
UX/UI Product Designer
&, Photographer
Nora Calabrese

theconceptslab.com
TheConceptsLab.com

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INDUSTRY & MARKET RESEARCH
Autonomous Vehicles
theconceptslab.com

theconceptslab.com
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
Level 5
Testing
-Ford
Level 4 market launch
- Uber
- Ford
- BMW
Level 4 market launch
- Google / FCA
emi-autonomous flight
- Airbus begins testing on
autonomous flight
emi-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/

Google
Level 3 Self-driving car project, 2016
Source: https://www.google.com/selfdrivingcar

Israel Defense Forces
The 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

BMV
iNext all-electric autonomous car, 2021
Source: http://www.autonomous-car.com/2016/03/bmw-plans-to-step-into-world-of.html

Mercedes-Benz
F 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/

Aeromobil
Aeromobil 3.0 flying car, 2019
Source: http://www.bloomberg.com/news/articles/2016-06-09/welcome-to-larry-page-s-secret-flying-car-factories

Terrafugia
The TFX, 2026
Source: http://www.bloomberg.com/news/articles/2016-06-09/welcome-to-larry-page-s-secret-flying-car-factories

Agrodesign
Drone 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 Camper
Concept by Nau
Source: http://nau.coop/future-design/ecco/Ecco_01/

Colim Caravan
Concept 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 Modular
Concept by Mehrzeller

theconceptslab.com
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
in CA, TX, WA, and
AZ since 2009
130 million miles
via Autopilot
PA MI, CA, AZ CA & AZ

theconceptslab.com
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 Meeker
IHS: 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%
Optimistic
35%
Excited
27%
Fascinated
18%
Anxious
18%
Fearful
13%
Dreading It
Public Perception is Conflicted

theconceptslab.com
eMarketer: 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 2016
eMarketer: In France, Vacations Are No Break from Mobile Devices. Aug 2016
Preferred activities

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EXPLORATIONS: 2026
Autonomous 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

theconceptslab.com
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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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 Americans
are 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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URGENT MEDICAL SERVICES
Autonomous Vehicles Rider Experience & Services Delivery: Concept A
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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

theconceptslab.com
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 take
a 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 Accident
32, 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
“We needed more
communication
with 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 case
of death

theconceptslab.com
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 2.0
Source:
http://static.lakana.com/media.ktvu.com/photo/2016/09/23/sfambulance_1474663788920 Source: http://www.argodesign.com/work/drone-ambulance-argodesign.html

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GILBERT’S EXPERIENCE IN 2026
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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 & Needs
Remain living independently on his own
Monitoring 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

theconceptslab.com
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

theconceptslab.com
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

theconceptslab.com
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

theconceptslab.com
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 are
automatically 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

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Source: 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 hospital

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

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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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SUPPORTING SERVICE ELEMENTS
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2016 Experience
6.7%
Slow
It takes a long time to call,
receive and coordinate
urgent medical care
Opaque
Status and patient
details are unknown.
Devices, EMTs and
relatives don’t talk to
each other.
Siloed
Devices don’t have the
necessary data and what
they do have, they can’t or
don’t share (

2026 Principles
6.7%
Speedy
Dramatically reduce time
to medical intervention
Open
Status 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
FEATURES
Connected to the pacemaker to monitor the person’s heart
Provides information on critical medical conditions when they occur
Stores personal and medical data
Sends notifications to hospital, family members and doctors
Gives 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

theconceptslab.com
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 minutes
1 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 hours
2 hoursFamily notified at
2 hoursHospital treatment at
Gilbert receives
treatment at
hospital
Gilbert’s experience

theconceptslab.com
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
communic
ates 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

theconceptslab.com
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 TRAVEL
Autonomous Vehicles Rider Experience & Services Delivery: Concept B
theconceptslab.com

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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 social
experience
Select social
experience
Roving Party Bus
Yes
No
Open app
Select social
experience
Select active
group
Group vehicle
arrives 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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Define trip
parameters
Define 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 phone
2.Trip is approved and confirmed
3.Road or air vehicle picks up the user and friends
4. Vehicle shepherds riders around Napa, giving guided tour
5. Party on vehicle!

theconceptslab.com
Off-road, fully customized travel
http://www.huffingtonpost.com/jacada-travel/11-of-the-most-stunning-aerial-safaris-in-africa_b_7017320.html

theconceptslab.com
http://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 May
UX & Product Specialist
Principal, the Concepts Lab
Kevon Lovelace
Visual, UX Product Designer,
Graphic Artist & Illustrator
Grace Song
Marketing Manager
Laura Sheedy
UX Product Designer, CAD &
Visual Designer
Conner Hunihan
UX Designer
Brittany Kaufman
&, Photographer
Nora Calabrese

September 17 - 24, 2016
Future Service Design Scenarios For
Autonomous Transport & Medical Services Delivery
TheConceptsLab.com

Concepts Lab – Ideations in the Autonomous Vehicle Rider Experience

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