Master thesis

Sustainable Water Saving Intervention A digital user experience solution of more sustainable choice in

daily water-use with behavioral change

Author: Zihan Zhang 960119 zz222aw@student.lnu.se Tutor: Göran Fafner Laia Colomer Solsona Maria Hanna Eriksson Miguel Salinas Examiner: Lars Dafnäs Opponent: Keiu Meesak Subject: Design with specialization in Innovation Level of classification: Second Level Course code: 5DI74E Program: Innovation Through Business, Engineering, and Design - Specialisation Design (DAIN2) Institution: School of Design University: Linnaeus University Year: 2020

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Abstract In recent years, sustainable thinking has been gradually recognized and accepted by more and more users, enterprises, and stakeholders. However, in daily life, there is often a gap between the value of users’ pursuit of sustainable lifestyles and their behavior habits. Also, the connection between different stakeholders is often ignored. The project started by the observation of unsustainable water usage habits of some tenants in the Växjö local housing company Växjöbostäder, and investigated the gaps in the water supply/toll system of Växjö municipality for some apartment tenants and the limitations of current solutions. Therefore, it is necessary to find a more effective solution. The author attempts to guide and change the user’s behavior through design interventions led by digital user experience design, connect the gap between the user and the system, and provide a more sustainable choice. At the same time, as a precedent, this project’s attempt to apply sustainable behavioral interventions to the field of digital user experience products at the system level can also provide some reference for similar projects or designs that may appear in the future. The aim of this project is trying to find solutions to bridge the existing gap between the water management system and the apartment users’ water consumption behavior. The project studies the relevant theories of behavior, analyzes the causes of motivations that lead to behavioral and habits changing, the methods of digital user experience design, and the theory of building sustainable systems. Action research has been used as a methodological guide to design processes, analysis, and reflection. The final design outcome “Drops” is an application based on mobile platforms that develop sustainable water-using habits. The application associates gamification motivation mechanisms, behavioral habit interventions, community social sharing, and the process of using the application with the user’s actual behavior, promotes the formation of user sustainable behavior and inspires users to a sustainable society thinking. From a hierarchical analysis of the system, “Drops” connects different stakeholders in the municipal water supply system, facilitating communications between tenants and communities to achieve positive interactions that promote sustainable behavior. At the end of this article, the author analyzed the project outcome from the perspective of Växjöbostäder, one of the stakeholders and a possible product distributor, elaborated on the possible advantages of the design for the company’s ecological sustainability and the possibility of the company deploying this application in the market. Also, the author also analyzed and evaluated this project from the perspective of the product itself and different stakeholders, and explained the current limitations and the possibility of future development. Keywords: Design intervention, Digital user experience design, Sustainable behavioral change, Water usage habits, Product-service system design

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Table of Content Abstract 2

Table of Content 3

1. Introduction 6 1.1 Brief project description and presentation of results 6 1.2 Personal background and motivation 6 1.3 Project background and process narrative 7

1.3.1 Water service system in Sweden 7 1.3.2 Study of existing solutions 8

1.4 Delineation of field of study 9 1.4.1 Problems with water bill 9 1.4.2 Three ways to improve sustainability in buildings 9 1.4.3 Understanding consumer behavior 10

1.4.3.1 Consumption behavior and habits 10 1.5 Delineation of project 10

1.5.1 Aims and purposes 11 1.6 Formulation of question 11

2. Theoretical Framework 11 2.1 Design Behavior Intervention Model (DBIM) 11

2.2.1 Process of changing habits 11 2.2.2 Design Intervention Strategies 12 2.2.3 Linking the behavior model, habit model, and design intervention strategies 14

2.2 The role of motivation in behavior change 14 2.3 Apply user experience(UX) design in behavior change 15

2.3.1 User-centered design 16 2.3.2 Gamification 16

2.4 Design for sustainable behavior (DfSB) 17 2.5 Conclusion 17

3. Methodological Framework 18 3.1 Action research 18 3.1 Literature review 19 3.3 Interview 19 3.4 Survey 20 3.5 Benchmarking 21 3.6 Brainstorming 21 3.7 Concept selection 21 3.8 Storyboard 22 3.9 Mood board 23

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3.10 Mobile Information Architecture 23 3.11 Digital User Experience Design 24 3.12 User Interface Design 25 3.13 Usability Testing 26 3.14 Focus group 27 3.15 Risk assessment 28 3.16 Ethics thinking 28

3.16.1 Ethical implications of applying DfSB 28 3.16.2 Ethical implications of applying UXD 29

3.17 Product-Service System Design for Sustainability 31 3.18 Business model canvas 32

4. Empirical Findings 33 4.1 Interview 33

4.1.1 Interview with Joakim Sjöblom and Ingrid Palmblad from Växjö Wastewater Treatment Plant 33 4.1.2 Interview with Linus Kallio from Växjö Municipality 33

4.2 Benchmarking 34 4.3 Survey results 35

4.3.1 Results of survey 1 35 4.3.2 Results of survey 2 36

4.4 Brainstorming results 37 4.5 Concept selection results 38

5. Contextual analyses 40 5.1 Interview 40 5.2 Benchmarking 42 5.3 Survey 44

5.3.1 Analysis of survey 1 44 5.3.2 Analysis of survey 2 45

5.4 Risk assessment 46 5.5 Business model canvas 47

6. Design Project 48 6.1 Mobile sitemap 48

6.1.1 Flow chart 49 6.2 Low fidelity prototyping 50 6.3 Usability testing 52 6.4 High fidelity prototyping 53

6.4.1 Environment, surfaces and elevation 53 6.4.2 Resolution and layout 54 6.4.3 Navigation 55

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6.4.4 Colors and text 56 6.4.5 Iconography 57 6.4.6 Visual elements 58

6.5 Final result of prototyping 59 6.6 Focus group & analysis 62 6.7 Discussion of the final outcome 63

6.7.1 Limitation of the design 63 6.7.2 Evaluate the final design with the theories and methods 64

7. Summary and Discussion 66 7.1 Discussion 66 7.2 Limitations 67 7.3 Possibilities 68

7.3.1 Possible future developments with housing companies and tenants 68 7.3.2 The potential globally impact of the solution 69

8. List of references 70

9. Appendix 78 Appendix 9.1 78 Appendix 9.2 81 Appendix 9.3 82 Appendix 9.4 82 Appendix 9.5 84 Appendix 9.6 87 Appendix 9.7 87 Appendix 9.8 88 Appendix 9.9 89

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1. Introduction

1.1 Brief project description and presentation of results

Water is extremely important to life, however, improper household water management will increase water consumption. In Sweden, it is usually obvious to people that water will always be available. However, the water crisis in recent years has shown that unlimited water supply is not attainable (Lansstyrelsen.se, 2020). According to the information provided by the Swedish Water and Wastewater Association (2000), the calculated average price of distributed cubic meters is SEK 14.1, the typical price including VAT totals SEK 23.6 per cubic meter (plus a basic tax rate). Compared with other types of energy consumption (electricity, heat, etc.), the value of the water itself is relatively cheap. However, when using water, the related purification, pumping, distribution, heating, and recirculation processes consume a lot of energy (Swedish Water and Wastewater Association, 2000), which should not be ignored. Therefore, consumers do need to have a better understanding of household water consumption behavior and the existing water management system.

This research will analyze the current water management system in Sweden, From the system, product, and users perspective, trying to find out the possible gap between different levels. After, the research will focus on behavior and habits to understand the motivation of consumers in using water. Compared with the current situation, the project aims for providing a more sustainable choice for people to have control of their individual water consumption, meet their demands of a sustainable society and bridge the gap between users’ water consumption behavior and the water management system.

1.2 Personal background and motivation

As a team of two designers, Shuhao Xue and Zihan Zhang, we noticed that tenants living in our apartment buildings have excessive water consumption behaviors and we are interested in exploring the reasons behind the behaviors and the role of consciousness. We are also interested in applying the concepts reached in the courses of innovation: sustainability, the relationship between systems, products, and users to the research. We would like to start with the phenomenon of water behavior and try to find out the relationship between personal water consumption and the overall water management system. We hope that through our efforts, through different approaches, respectively provide an understandable choice for people to help them change their water consumption behavior, impact the whole system, and meet a more sustainable society.

In the introduction part, the team did the research of project background and delineation of field study together and also shared the same general research question. After this, the team members established their respective research questions and conducted research from different directions. During the process of the project, the team did the interviews and surveys together and shared the empirical findings of these processes.

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1.3 Project background and process narrative

1.3.1 Water service system in Sweden Sweden public water services law (2006) indicates that each local municipality is in charge of providing water services. To meet demand, the municipality needs to ensure that the waterworks can provide water services through a water supply or sewage network. The person in charge of each property within the scope of the waterworks shall determine the connection point and the property owners shall pay for the water supply. Combined with interviews with Växjö municipality and Växjö Wastewater Treatment Plant, Sweden's water service system for households can be represented in Figure 1.1.

Figure 1.1 Sweden household water service system

It can be seen in Figure 1.1 that the waterworks distributes water to the property owner's dwelling through a pipeline metered by water meters. The situation will be different in different types of dwellings. In single-family houses (House property owners), the water meter provided by the water plant will directly measure the actual user's water consumption and provide a bill. The actual water user (also the owner) knows the amount of water consumption and water bill. In apartments, the owner is often a housing company. The waterwork uses only one water meter to calculate the water consumption of the entire apartment and gives the company the corresponding bill. There are two different types of apartments. In apartment A, actual water users (tenants of apartments) do not know how much water they use. At the same time, since the water bill is paid by the property owner (housing company), the tenants of the apartment do not need to pay the water bill. There is another kind of water service system in apartment B. In this case, the system is no different from Apartment A in the connection between the property owner and the waterworks. The difference is that the owner of the apartment installs water meters for each individual room, so each actual user can clearly know their own water consumption and need to pay a separate water bill.

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From the perspective of the entire household water service system, only tenants living in Apartment A cannot know the amount of water consumption while consuming water and do not have to bear personal water charges. Tenants' water services need to be connected to the waterworks through the intermediate link of property owners. There is a possible gap between the management of water services (metering and charge) and the tenants' water consumption behavior.

1.3.2 Study of existing solutions To increase the sustainability awareness of apartment residents and help them reduce their energy consumption, Article 9 of the Energy Efficiency Directive (2012/27/EU) issued by the European Union in 2012 explicitly requires member states to install individual meters in each apartment to detect the energy usage. In response to Article 9 of the Energy Efficiency Directive (2012/27/EU), Sweden introduced the Act on energy metering in buildings (Lagen om energimätning i byggnader, 2014:267) in 2014. The Act requires building contractors and owners to measure the individual energy use of each apartment (including heating, cooling, and domestic hot water). New construction and for the reconstruction of existing buildings are both included in the Act, but only if the project is cost-effective and technically feasible, the second point is, in particular, refer to the reconstruction of existing apartments. However, it is worth noting that in the Act, whether installing an individual meter is cost-effective is up to the building contractors and owners to make the decision. The Swedish National Board of Housing, Building and Planning (Boverket, 2015) studied individual meters in existing buildings in their report. This report indicates that Swedish public housing companies appear to be abandoning individual metering, and construction companies such as JM, Skanska, NCC, and Peab consider that installing individual metering systems is expensive and facing technical difficulties. On the other hand, the tenant-owner associations have also shown strong opposition to individual metering as a result of the lack of knowledge about technology and the perception that individual metering is not cost-effective(Boverket, 2015). The research team contacted Växjöbostäder, a local housing company in Växjö. According to the information provided by their energy controller, Martin Skoglund, Växjöbostäder considers individual water bills to be an effective measure to reduce apartment tenants’ household water consumption and is the main method they currently use. The company is working with a contractor that helps them install and manage individual water meters in apartments. Växjöbostäder sends individual water bills to residents based on water meter readings provided by the contractor. However, there are only about 2,000 apartments that have individual water meters out of approximately 9,000 apartments owned by Växjöbostäder in total. The company's current ambition is to continue installing individual water meters in new constructions and renovating existing buildings. A statistical table (see appendix 9.1) Växjöbostäder shared with the team records the household water consumption of approximately 9,000 apartments in 136 properties owned by Växjöbostäder in 2019. The table contains the area (m²) of each property, the water consumption (m³) of each property for the whole year of 2019, the average water consumption per unit area (m³ water per m²) of each property, and which properties have installed individual water meters and send their tenants individual water bills. Data shows that only 34 of all 136 properties have individual water meters, and in 2019, the

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average water consumption per unit area of properties with individual water meters is approximately 1.09 m³ water per m², the average water consumption per unit area of properties without individual water meters is about 1.22 m³ water per m².

1.4 Delineation of field of study

1.4.1 Problems with water bill According to the information provided by The Swedish Water and Wastewater Association (2000), water supply and wastewater management rates usually consist of two components: the annual basic price and the current price of water per cubic meter. The cost varies from city to city, and the most expensive charge is about three times the cheapest charge, the trend is that smaller municipalities charge higher current rates. The prices of water supply and sanitation facilities have been fairly stable. In addition to the above-mentioned VAT that was introduced in 1990, if the effect of inflation is deducted, the cost remains virtually unchanged (Swedish Water and Wastewater Association, 2000). According to Ornaghi and Tonin (2017), installing a water meter does help to reduce the amount of household water consumption. There are two reasons for this decline: first, consumer behavior is affected by water prices, secondly, leakages are detected more effectively. By analyzing the differences in household water consumption under unmetered tariff contact and metered tariff contact, Ornaghi and Tonin (2017) find that there is a decrease in consumption between 16% ~ 20% because of the "Price Effect" brought by the installation of water meters. Besides, there is no significant difference in percentage reduction among different income groups (Ornaghi & Tonin, 2017). The above research confirms that charging water bills does affect water use behavior and reduce water consumption in households. However, as Höglund (1999) points out in his article: “For consumers to be able to respond to a tax by reducing demand for water it is crucial that they be aware of the price change and their own water consumption and that reduced consumption affects their individual water bill.” (p. 3855). But in Sweden, this policy only affects households in single-family houses that have individual water meters. About 50% of Swedish residents live in apartments. These apartment buildings usually share water and sewage pipes and this has resulted in the lack of individual water meters for apartment residents, which means that they do not have to pay for individual water bills and this weakens the steering effect of a tax. As a result, large households can be expected to use less water per person than smaller households in Sweden (Höglund, 1999).

1.4.2 Three ways to improve sustainability in buildings Wood and Newborough (2003) points out in a field study of the energy consumption of 44 homes in the UK that there are three general ways to reduce energy consumption in the residential sector:

- replacing the existing housing stock with low-energy buildings; - promote the use of low-energy domestic equipment; - promote energy-conscious behavior among consumers.

In Växjö, based on our interview, Växjöbostäder is trying to improve apartment water management in the first two ways (construct new apartments with separate water meters and install water meters for existing old apartments) and it is a pricing-consuming, expensive process. Wood and Newborough

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(2003) argued that alternative methods of reducing energy consumption at the points-of-use need to be researched, and new routes established for realizing behavioral change. Changes in consumer behavior can save energy without additional investment in infrastructure and the effects would appear quickly (Wood and Newborough, 2003).

1.4.3 Understanding consumer behavior Jackson (2005) describes consumer behavior as the key to society's impact on the environment. The actions and choices people make (consume product and service or choose lifestyle) all have a direct and indirect impact on the environment and social well-being. This is why the theme of "sustainable consumption" has become the central focus of national and international policy (Jackson, 2005). 1.4.3.1 Consumption behavior and habits When focusing on consumer behavior, there are numbers of different models from different fields and perspectives trying to explain why behavior happens and the composition of behavior (Bhamra, Lilley and Tang, 2011). Stern (2000) proposed that an integrated model of environmentally meaningful behaviors should include four factors: attitudes, situational factors, personal capabilities, and habits. From the perspective of social psychology, Triandis (1977) proposed an integrated model of interpersonal behavior, in which he highlights the importance of habits as a mediated factor of behavioral change. Habit, defined as a settled tendency or usual manner of behavior (Merriam-webster.com, 2020). Our everyday lives are full of repetitive actions and people are following a specific route to work. Habitual behavior is particularly successful as a strategy when decision contexts barely change (Jackson, 2005). Energy Saving Trust (2006 in: Tang, 2010) indicates that although consumers have expressed strong concerns about the environmental and social impact of their household activities, their actions do not reflect their concerns. In terms of changing specific behaviors, attitudes, norms, and perceivable behavioral controls become less useful (Verplanken and Wood, 2006). Jackson (2005) pointed out that the ingrained approach in our lifestyle is “highly automated”. When behavior requires little thinking or cognitive effort and limited consciousness to proceed, it becomes habitual. The research carried out by Verplanken and Wood (2006) shows that about 45% of respondents’ daily behavior is habitual because they happen in the same place almost every day. Jackson (2005) believes that inconspicuous energy and resource consumption will have a significant impact on the environment. Habits and daily behavior lead to the awareness-intention-behavior gap between environmental and social values and interaction with products (Bhamra, Lilley and Tang, 2011).

1.5 Delineation of project

The project focuses on the existing gap between the water management system and the apartment users’ water consumption behavior. Based on the field study above, the team decided to start with user behavior changes for further analysis. There is an existing gap when users consume the water and energy, that is, lack of interaction with the service and system, which means the users could not get feedback on their behavior and connect the whole system. Thinking from the interactive user experience design could help to solve the problem. Carrying out user experience (UX) design from the aspect of behavior is the future development direction. The behavioral design will help designers build user experience around behavior patterns, thereby improving practicality (MacPherson, 2019).

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1.5.1 Aims and purposes The aim of this project is finding a solution to bridge the existing gap between the water management system and the apartment users’ water consumption behavior. Through research on behavior theories, it will analyze the willingness to change that leads to the water consumption habits of users in terms of domestic water consumption. Combined with UX design methods, it will provide users with a better choice to change from old habits to sustainable habits. From the perspective of the whole water management system, by building connections between different stakeholders (waterworks, property owners, tenants), facilitating communications between tenants in communities to achieve positive interactions that promote sustainable behavior.

1.6 Formulation of question

Main research question: What can design do to bridge the gap between the management of water services and the tenants' water consumption behavior?

Sub research question for team member Zihan Zhang:

What can user experience (UX) design do to facilitate household users to make better choices to change their behavior in achieving more sustainable water consumption habits?

From the system level, how to apply UX design to bridge the gap between the water management system and tenants’ water consumption behavior?

2. Theoretical Framework In this part, all theories are divided into two parts to explain. The first part of the theory is to understand and analyze the project background and research questions, including: Section 2.1 Design Behavior Intervention Model (DBIM) and Section 2.2 The role of motivation in behavior change. The second part is the elaboration and analysis of research problem solving theories, as well as guidance and basic support for design projects, including: Section 2.3 Apply user experience (UX) design in behavior change and Section 2.4 Design for sustainable behavior (DfSB).

2.1 Design Behavior Intervention Model (DBIM)

2.2.1 Process of changing habits In many cases, habits are difficult to change. The prospect of encouraging environmentally-friendly behavioral changes is therefore particularly daunting for policymakers (Jackson, 2005). Nonetheless, Jackson (2005) points out that the theoretical and empirical understanding of habit change is very consistent, which does provide some insight into changing "bad" environmental habits and offer some hope to policy-makers attempting to support this. The theory of Spaargaren and Van Vliet (2000) shows that pro-environmentally friendly behavioral changes need to occur by raising certain behaviors from the level of “practical consciousness” to

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“discourse consciousness”. At the same time, this discussion process is seen as involving the social exploration of new choices at the group or community level (Jackson, 2005). The psychological process of habit formation and change developed by Dahlstrand and Biel (1997) echoes a similar sequence of processes. This model of habit change not only has the advantage of changing ingrained daily and habitual behaviors but also has the ability to deal with social behaviors. Jackson (2005) lists and compares three theories explaining behavioral change (see Figure 2.1), including Spaargaren and Van Vliet (2000) and Dahlstrand and Biel (1997). The basic consensus from these different points of view is that behavior change involves “unfreezing” existing behavior patterns and careful elaboration of new and more desirable alternatives before they become the basis of new behavior patterns. The root of this view can be found in Kurt Lewin's influential theory of change (Jackson, 2005). Jackson (2005) pointed out that this kind of approach to change is becoming an increasingly important part of supporting changes in household environmental behavior and in the area of sustainable development.

Figure 2.1 Some conceptual perspectives of behavioral change (Jackson, 2005)

2.2.2 Design Intervention Strategies Tang (2010) develops seven different intervention approaches to promote sustainable behavior design. Table 2.1 shows each approach with aim and description. Tang (2010) considers Eco-information, Eco-choice, and Eco-feedback as the approaches to guide the behavioral change, Eco-spur and Eco-steer aim to reinforce the long term changes, Eco-technical intervention and Clever design apparently address ensure the behavior change occurrences.

Approach Aim Description

Eco-information Make consumables (e.g., energy) visible, understandable, and accessible to inspire users to reflect on their use of resources.

Product expresses the presence and consumption of resources e.g. water, energy, etc.

Eco-choice Encourage users to consider their behavior and be responsible for their behavior by providing

Users can choose, and the product can achieve

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them with sustainable choices. sustainable use.

Eco-feedback By providing real-time feedback to inform users of their operating status, and help users make environmentally and socially responsible decisions.

The product provides tangible auditory, visual or tactile signs to remind users of resource usage.

Eco-spur Incentive users to explore more sustainable ways of use by rewarding “prompt” for good behavior or punishing “punishment” for unsustainable uses.

The product shows users the consequences of their actions through "rewards" and "punishments".

Eco-steer Through the prescriptions and/or use restrictions embedded in product design, users are encouraged to adopt usage habits that are more in line with environmental or social expectations.

The affordances and constraints included in this product encourage users to adopt more sustainable usage habits or reform existing unsustainable habits.

Eco-technical intervention

By combining the design of advanced technology, limit existing usage habits, and automatically persuade or control user behavior.

The product utilizes advanced technology to automatically convince or control user behavior.

Clever design Without raising awareness or changing user behavior, purely innovative product design triggers environmentally and socially friendly behavior.

Reduce the impact on the environment without changing user behavior.

Table 2.1 Design intervention approaches (Tang, 2010)

As shown in Figure 2.2, Tang (2010) summarizes the impact of behavioral intervention levels on changes in norms or motivations, user acceptance of interventions, and interventions on the environment.

Figure 2.2 Impact of different levels of behavioral interventions (Tang, 2010)

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2.2.3 Linking the behavior model, habit model, and design intervention strategies Tang (2010) identifies a breakthrough point that could make design change individual behavior and habits by mainly linking design intervention strategies (see table 2.1) with Triandis’ social psychology theory of interpersonal behavior (Triandis, 1977; Jackson, 2005), Dahlstrand and Biel’s behavior/habit models (see figure 2.1) and proposed a design behavior intervention model (Figure 2.3). Tang’s model explains multiple factors in behavior formation and their relationship to sustainable behavior design methods.

Figure 2.3 Design behavior intervention model (DBIM): linking antecedents of behavioral and habitual change with varying

levels of behavior intervention approaches (Tang, 2010) As illustrated above, by linking design methods with behavior change elements, different levels of intervention can be performed to ensure changes in behavior and habits of energy and resource consumption (Tang, 2010). Design interventions are classified based on their ability to make decisions between users and products. The seven design methods are divided into three levels of intervention, starting from where the decision-making power is completely in the hands of the user, to the decision-making power (forcing changes) that are only relevant to the product (or system). Between these two extremes is a middle ground for sharing decisions between users and products. Interventions are designed to provide a dialogue to push change from one decision right to another, but also have the power to ensure that the change occurs. (Bhamra, Lilley and Tang, 2011)

2.2 The role of motivation in behavior change

Being motivated means acting. People who are energetic or activated in one direction are considered motivated (Ryan and Deci, 2000). Research from Ryan and Deci (2000) claims that motivation is hardly a single phenomenon. People differ not only in the level of motivation (how much motivation) but also in the direction of motivation (a type of motivation). The theory of self-determination (SDT) proposed by Deci & Ryan (1985) distinguishes different types of motivations based on different reasons or goals that cause action. The core of SDT is the difference between autonomous motivation

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(intrinsic motivation and part of extrinsic motivation) and intervention motivation (extrinsic motivation) (Gagné and Deci, 2005). Intrinsic motivation means people are completely willing to engage in an enjoyable activity. In contrast, extrinsic motivation means being controlled involves acting with pressure. Behavior can be characterized by the degree of autonomy and control. “Autonomous motivation and controlled motivation are both intentional, and together they stand in contrast to a motivation, which involves a lack of intention and motivation.”(Gagné and Deci, 2005) In SDT, Deci and Ryan (1985) introduce a sub-theory called organic integration theory (OIT), it explains the differences and connections between different motivations and the factors that promote or hinder these behaviors.

Figure 2.4 Taxonomy of OIT motivation

Figure 2.4 shows the taxonomy of OIT motivation types, arranged from left to right according to the degree of individual self-generated motivation. On the far left is amotivation, a state of lack of intention to act. To the right of the extrinsic motivations are varying degrees of autonomy or self-determination. At the far right is intrinsic motivation. The position emphasizes that intrinsic motivation is the prototype of self-determining activities. However, this does not mean that external regulations will eventually translate into internal motivation (Ryan and Deci, 2000).

2.3 Apply user experience(UX) design in behavior change

User experience design is the process of manipulating user behavior (Eyal, 2014) through usability, usefulness, and desirability provided in the interaction with a product (Schmidt and Etches, 2014). The component of interaction design is an important part of UX design, centering on the interaction between the user and the product (TEO, 2020). Interaction design that supports behavioral changes in users' daily lives has become more common recently. Many projects have attempted to help people achieve behavioral changes (Fogg, 2003). However, changing people's attitudes or behaviors is actually not easy (Consolvo, et al., 2006). It is important to understand and handle user response because the user's negative feelings (often caused by faulty UX design) may reject the design itself.

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2.3.1 User-centered design User-centered design is a method of interaction design that involves designing software from a user perspective so that it is more likely to meet their needs and provide them with a more intuitive experience (Goodwin, 2011; Cooper et al. , 2007; Cooper, 2004 in: Wray et al., 2019). Recent discussions have described user-centered design as a product design approach that involves users at every stage of the design process to enhance product and system usability (Gulliksen et al., 2003; Abras et al., 2004 in: Tang, 2010). Users actively participate in the design and development process (ISO, 1999; Earthy et al., 2001 in: Tang, 2010). In this process, designers act as coordinators and mediators and adopt a series of innovative technologies, such as interviews, observations, user trials, and use scenarios design products to identify "potential" user needs and increase usage, success, and performance. (Tang, 2010) A better understanding of users is needed in order to establish a "close fit" between the product and the user's experience and perceptions (Redström, 2006 in: Tang, 2010).

2.3.2 Gamification “Gamification” is an informal general term used to describe the use of video game elements in non-gaming systems to improve user experience (UX) and user engagement (Deterding et al., 2011). Gamification can generate habits by enhancing the rewards and emotional responses of individuals involved in the experience to produce desired behavioral changes. Gamification has broad application prospects in sustainable development. (Robson et al., 2015) Game design elements are the basic building blocks of gamified applications (Werbach and Hunter, 2012). Sailer et al. (2017) summarize some typical game design elements: points, badges, leaderboards, performance graphs, meaningful stories, avatars and teammates. In Table 2.2, each design element is briefly explained as described by Sailer et al. (2017).

Game design elements Explanation

Points Get rewarded for successfully completing specific activities in a gamified environment, using numbers to represent player progress (Werbach and Hunter, 2012). It can be used as continuous feedback and rewards(Sailer, Hense, Mandl, & Klevers, 2013).

Badges Obviously demonstrate a player's level or goal achievement and also can exert social influences on players and co-players (Antin & Churchill, 2011).

Leaderboards Leaderboards can help determine who performs best in an event (Crumlish & Malone, 2009), and is, therefore, an motivating, competitive indicator of progress, linking the player's own performance to the performance of others.

Performance graphs The renderings provide information on how the player's performance in the game compares with previous performance and evaluates the player's own performance. This promotes mastery, which is especially beneficial for learning (Sailer et al., 2013).

Meaningful stories Contextualize and give meaning to activities and characters in the game (Kapp, 2012), thus inspiring and motivating players-especially if the story fits their personal interests (Nicholson, 2015).

Avatars An avatar is a visual representation of a player in a gamified environment

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(Werbach & Hunter, 2012)to distinguish it from other human or computer-controlled avatars (Werbach & Hunter, 2015).

Teammates Promote conflict, competition, or cooperation (Kapp, 2012) by creating a clear group of players to achieve common goals (Werbach & Hunter, 2012).

Table 2.2 Explanation of different game design elements

Landers et al. (2015) claim that gamification can use both intrinsic and extrinsic motivation to change user behavior. In the process of gamification, both motivations are affected (Landers & Callan, 201l). Obtaining gamification elements such as badges exists as extrinsic motivation. At the social level, these elements satisfy the psychological needs of relevance. Gamified applications may change behavior through intrinsic or extrinsic motivations and some combination of them (Landers et al. 2015). Lafrenière, Verner-Filion & Vallerand, (2012: in Landers et al. 2015) proposed that the motivational taxonomy of SDT (see Figure 2.4) may be applied in the context of gamification, which provides some implicit meanings for design, such as adding more autonomy to tasks to promote different kinds of motivation.

2.4 Design for sustainable behavior (DfSB)

Design for sustainable behavior (DfSB) is a new area of research that explores how design influences user behavior to reduce negative social or environmental use impacts (Bhamra, Lilley and Tang, 2011). Although there is a lack of uniform behavior change design models, there are four basic principles in most developed methods and tools (Niedderer et al., 2014):

- making it easier for people to adopt the desired behavior; - making it more difficult for people to perform bad behavior; - making people want a desired behavior; - making people not want an undesired behavior.

Ceschin & Gaziulusoy (2016) point out that sustainability is a system attribute, not an attribute of each element of the system. To achieve sustainability, the traditional goal-based optimization method is not suitable, but a process-based, multidimensional system approach should be used to plan for sustainability. Applications of design for sustainable behavior exist in the environmental dimension (encouraging users to adopt more environmentally sustainable use), the social dimension (enabling users to adopt a healthier lifestyle) or to act more safely in the built environment. Applications range from products to product-service systems, mobile interaction, and built environment design. (Ceschin & Gaziulusoy, 2016)

2.5 Conclusion

In order to further study the characteristics of behaviors and habits, by understanding the theory of design interventions, this chapter explores the possibility of integrating behavioral issues into design practice. At the same time, by understanding the relationship between motivation and behavior/habit change, explore the feasibility of user-centered, gamified user experience design for behavior change, which will be applied in the next stage of the work which will involve developing methods and

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concepts based on the theoretical framework with the aim of change consumers’ water-using habits. Finally, through the design of sustainability and system-related theories, explore the possibility of promoting the application of sustainability in the next stage of work.

3. Methodological Framework

3.1 Action research

McNiff and Whitehead (2006) explore that action research is a form of inquiry that enables practitioners everywhere to investigate and evaluate their work. The purpose is to achieve changes in the organization or community, especially the attitudes of its members, by creating new knowledge (Bargal, 2008; McNiff and Whitehead, 2006). The purpose of all research included in the action research process is to generate new knowledge. Researchers can use action research when they want to assess whether what they are doing is affecting their own or others’ learning, or whether they need to do something different to improve understanding (McNiff and Whitehead, 2006). The purpose of action research is to form a disciplined and systematic process. (McNiff and Whitehead, 2006). McNiff and Whitehead (2006) explain the process of action research, which includes observing, reflecting, acting, evaluating, modifying, and moving in new directions, it is often referred to as an action-reflection cycle (Figure 3.1).

Figure 3.1 An action-reflection cycle

McNiff and Whitehead, (2006); Bargal, (2008) point out that action research is usually a long-term intervention, not a one-time solution. Whenever the cycle ends, new questions will appear, and these questions need to go through the periodic process again to find answers in an orderly manner. Figure 3.2 describes the process the author implements the theoretical, methodological, and analytical frameworks drawn upon in the design process with the action research cycles, which covers all the methods, findings, and analyses that appear in chapters 3 to 5. A total of three cycles are carried out, and the beginning of each cycle takes over the last cycle. The first cycle mainly focuses on the formation of concepts, the second cycle mainly covers the process of specific design projects, and the third cycle mainly re-evaluates and reflects on the design prototype.

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Figure 3.2 Action research process

3.1 Literature review

Martin and Hanington (2012) define literature reviews as an integral part of academic papers and a useful component of any design project to collect and synthesize research on a given topic. Literature reviews aim to extract information from publicly available sources to capture the essence of previous research or projects, as they may inform the current project. Literature reviews need to fuse information in a comprehensive way to establish a link between references while maintaining a focus on design projects. Internet resources have greatly accelerated the speed of literature retrieval, but researchers still need to ensure that when selecting references, the included studies and literature are not only relevant but also from reliable sources. (Martin and Hanington, 2012) During the data collection process, keywords were mainly searched in search engines such as Google Scholar or One Search, for example: “relationship between design and behavior, habit and behavior change, motivation in behavior change, user experience design, gamification and system design for sustainability ”.

3.3 Interview

Martin and Hanington (2012) argue that interviews are the basic qualitative research method of directly connecting participants with first-hand personal records of experiences, opinions, attitudes and perceptions. Interviews can be structured or follow the script of the question, which means it is easier to control in terms of questions and timing, and easier to analyze. It can also be relatively unstructured, with flexible detours in the form of conversations. Make the participants comfortable and keep the conversation. Gill et al. (2008) define an interview as a method that requires communication skills, such as asking questions, hanging out, and listening, with the goal of gaining more knowledge on the subject. They emphasized that the questions asked during the interview should be open, neutral, sensitive, and understandable. At the same time, the ability to listen meticulously to participants is also important during the interview process.

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In the background research and problem definition phase, the team had two separate interviews with staff working in Växjö Wastewater Treatment Plant and Växjö Municipality. The first interview was conducted in a structured form. The team prepared a question list in advance and sent it to the interviewees. The interviewees answered the questions one by one during the interview. The second interview with Växjö Municipality was conducted in a more unstructured manner. The team and the interviewee conducted a comfortable and free discussion on the local residents' water consumption phenomenon. In order to better understand, analyze, and summarize the content of the interviews, both interviews were recorded after asking the interviewees for their consent.

3.4 Survey

Martin and Hanington (2012) define surveys as a common method of gathering information from a large sample of respondents. Surveys are a way of collecting self-reported information from participants about their characteristics, thoughts, feelings, perceptions, behaviors, or attitudes. They are effective tools for collecting large amounts of data (usually at a lower cost) in a short period of time, and they are versatile in the type of information that can be collected. For a sufficiently large sample, the results can be analyzed statistically (Martin and Hanington, 2012). Singleton and Straits (2009) stated that surveys are often used to explore human behavior. It can be qualitative, quantitative, or a mixture of both. Qualitative research refers to the use of open-ended questions in questionnaires. Quantitative research refers to the use of questionnaires with digital rating elements. Like any self-reporting tool, surveys may not accurately reflect true thoughts, feelings, perceptions, and even behaviors. This requires careful design and survey management, as well as the use of complementary observations or other methods (Martin and Hanington, 2012). During the project background and problem definition phase, in order to collect from people about their attitudes towards residential water management and their water usage behavior to confirm the problem (there is a gap between user water behaviors/habits and the water management system) defined by the research team presence, the project team conducted a questionnaire survey 1 (see appendix 9.4). The surveys consisted mainly of quantitative questionnaires. The survey was posted online on social media platforms and emailed to reach the largest number of respondents. Because water services are slightly different in each region, the main target group for the survey was Swedish residents (nationals, immigrants, and international students) living or working in Växjö. In the problem analysis phase, in order to better use the design method to give solutions to the problem, the research team needs to have a deeper understanding of the daily water behavior habits of the target group (tenant). Therefore, the research team designed a qualitative survey 2 (see appendix 9.6) that provides open-ended questions to record the water use behavior and time of the target group in a day. The address for distributing surveys was selected on the notice boards of the different teaching buildings of the Linnaeus University Växjö campus. Due to the impact of the COVID-19 epidemic, the school switched to online lessons during the distribution of the survey, so the team decided to change the method of collecting results by sending photos of the results to the team member’s email address.

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3.5 Benchmarking

Kyrö (2004) considers benchmarking to be an action research method that collects data on a topic or issue. The process includes preliminary planning, observation, reflection, and application of a theoretical framework. A successful benchmarking process consists of several cycles, where each new cycle is built on the reflection and knowledge created previously. Ceric et al. (2016) point out that benchmarking can identify gaps between competitors and organizational capabilities to provide direction and goals for improvement. Benchmarking is also a factor in innovation, as it is an emerging tool that can provide stakeholders with more value in the co-creation process. Using benchmarks helps identify deviations, innovations, and trends in the given field (Vorhies and Morgan, 2005).

3.6 Brainstorming

Gogus (2012) approaches brainstorming as a technique that fosters group creativity in which the members share ideas and thoughts spontaneously to reach solutions to practical problems. Martin and Hannington (2012) defined some of the widely accepted rules of brainstorming: “go for quantity over quality,” “withhold judgment and criticism,” “build on each other’s ideas,” and “welcome oddity”. They argue the purpose of these rules is to provide a safe forum for expression and free association of ideas and to remove any constraints from participants by providing a judgment-free zone to explore new concepts. Hyerle（1996) argues that brainstorming webs, tree diagrams, and flow diagrams are three important visualization frameworks that can help design teams visually communicate the rigor required of most brainstorming sessions. Design teams can use these three sense-making frameworks to visually brainstorm information to disrupt and challenge old thinking patterns. By using these frameworks, new knowledge and meaning can emerge, and this has the added benefit that the rigor of brainstorming sessions can be visually recorded in the framework itself (Martin and Hanington, 2012).

3.7 Concept selection

Ulrich and Eppinger (2000) raise concept selection as one of the most critical issues in design. Concept selection is a method in the product design process. In this process, the alternative concepts are compared and a decision is made to select an alternative solution to enter the later stage of the design (Ulrich and Eppinger, 2000). Table 3.1 shows a graphical concept selection method that is developed by Pugh (1995) which utilizes a matrix with columns (detailing concepts) and rows (indicating decision criteria). Okudan and Tauhid (2008) explain this decision-making procedure can be carried out in the following steps:

- Choose any concept as a datum, and all other concepts will be evaluated according to the datum.

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- Compare each concept with the datum. If the concept is considered to be better than the datum, place a “+” for the concept; otherwise, if the concept is considered to be worse than the datum, it is “-”. If it is judged that the concept is the same as the origin, an “S” score is given.

- Add all “+” and “-” of each concept and delete the concept with a lower score, and repeat the same process repeated until a decision is made.

Table 3.1 Template of Pugh’s matrix

Okudan and Tauhid (2008) point out that this graphical method is simple and fast. In addition, it provides insights into concepts that are clearly better than other concepts. However, this method has the limitation that it does not allow for criteria to be given weights, nor does it allow coupling decisions. Also, uncertainty cannot be modeled in this process.

3.8 Storyboard

Martin and Hannington (2012) define storyboard as a visual way of telling stories. The storyboard can intuitively present the main social, environmental, and technical factors of the where, when, and why people use the product. The storyboard can narrate a lot of content and can be used to empathize with the end user's thinking, helping designers to consider the background of technology and form factors from the user's perspective in the early stages of design (Martin and Hanington, 2012). Truong, et al. (2006) introduce five common visual narrative methods for designing storyboards:

- A certain level of detail in art or realistic to ensure that it can be understood and can express a wealth of information (simple, abstract drawings, no complex details required).

- Text-based narration or explanations, the text is usually added to the storyboard as a word, thought balloon, a title, or "background" logo.

- Emphasis on people, products, or both. In order to stimulate an emotional response, the storyline should be designed to describe the characters, while when describing the conceptual technology, it should focus on the product.

- The right number of storyboard panels If the designer wants to express multiple messages, multiple storyboards are needed, each of which describes one of the messages.

- Depicting the passage of time. Add a clock, calendar, enlarged watch picture or moving sun in the background to clearly indicate changes in time.

According to the results of concept selection, a storyboard is drawn (see Appendix 9.7). The author divides the storyboard's storyline into two parts: the user's interaction with the app and the user's actual

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behavior, and tries to connect the two through the timeline. The author followed the suggestions provided by Truong, et al. (2006), described the entire user experience process and adjusted the details of ideas in time according to the feedback obtained during the drawing process. At the same time, time, storyline, and text description are used in the storyboard to strengthen the description.

3.9 Mood board

Mood board is defined as a collage of collected pictures, illustrations, or brand imagery that can be used to visually communicate an essential description of different aspects of design intent such as targeted aesthetics, style, audience, and context (Martin and Hanington, 2012). Mood board is suitable for expressing ideas to different stakeholders in the early stages of a design project, without having to pay too much attention to the specific details of the product (Milton and Rodgers, 2017). The mood board needs to be created based on the design aesthetics, style, context, or audience. Then, further collect, edit, and collage these representative images (Martin and Hanington, 2012). Martin and Hanington (2012) point out that software tools and online services for digital creation can also be used to create mood boards. When working on the mood board, the author mainly used pictures from Google and Pinterest image search engines. During the process, the results of the concept selection process (section 4.5) (the description of the final idea) and the situation described by the storyboard (section 3.8) are considered, and the pictures that represent the key points and clearly convey the ideas and features are selected. Subsequently, all images are adjusted to the appropriate size and organized on the template to express the complete idea (see Appendix 9.8).

3.10 Mobile Information Architecture

Information Architecture (IA) is the structural design of a shared information environment. By organizing and tagging websites, intranets, online communities and software, it can support the art and science of usability and discoverability (Information Architecture Institute, 2013). Information architecture is the core of user experience design and also the foundation of a mobile product, the mobile information architecture defines both the information you structured and the users’ interaction with it (Fling, 2009). Compared with other forms of information architecture (based on desktop or website), the mobile information architecture has many differences (Solution, 2018), Ding, Lin, and Zarro, (2017) mentioned several aspects and guidelines that should be considered when designing mobile information architecture:

- Focus on the mobile text: Design considerations for differences with non-mobile products - Minimizing the need for text entry: Option selection instead of typing enables users to reduce

the rate of information input errors - Prioritize essential information: For ease of use, maximize the use of limited screen space - Other mobile usability best practices: Maintain continuity between different platforms and

reduce users' re-learning costs - Mobile as the platform: Consider the combination of mobile phone software and hardware

(operating system application market, mobile phone camera, wifi and other functions) - User’s identity and wallet: Possibility of mobile payment for individual users - Mobile and personalization: Suitability for personal information management

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- Privacy and security issues: Right to use and manage personal user information The author designed the mobile sitemap and low-fidelity prototype of the project according to the above design guidelines, see sections 6.1 and 6.2 for details.

3.11 Digital User Experience Design

Digital user experience design was originally the domain of web designers. Therefore, it is related to elements such as web page color, navigability, layout, and performance. Today, it has involved the intuitiveness of web pages or applications, the efficiency with which users complete tasks, and the degree of integration of products with other applications (What is Digital User Experience?, 2019). Lee, Smith, Calvert & Snajdr (2016) describes the digital user experience (DUX) as a combination of art and science. In order to design a simple, clean, and engaging web or mobile interface that ensures the best user experience, scientific user research must be conducted to better understand user needs, their motivations for using the website, and their network behavior. In general, DUX consists of six stages: planning, user research, design, development, launch, and quality control (Lee, Smith, Calvert & Snajdr, 2016). Garrett (2010) proposes that the process of UXD can be divided into five elements/levels from abstract to concrete and also explained the methods involved in each level (Figure 3.3):

- Strategy: The beginning of everything, a step to understand user needs and business goals - Scope: A step to translate strategy into requirements, consider what content and functions the

designed project will contain - Structure: A step to give the shape to scope, using methods like information architecture and

interaction design to make different content fit together and behave - Skeleton: A step to make the structure concrete, using interface design, navigation design and

information design to enable people using the site - Surface: Brings visual look of the final project

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Figure 3.3 Jesse James Garrett’s Elements of User Experience

The author designed the project based on the elements of UXD proposed by Garrett. The specific content is shown in Table 3.2.

Elements/levels Section Content

Strategy 1.4, 1.5 Delineation of field of study and project, aim and purpose

Scope 3.3-3.9, 4, 5 Interview, survey, benchmarking, brainstorming, concept selection, storyboard, mood board

Structure 6.1 Mobile sitemap

Skeleton 6.2, 6.3 Low fidelity prototyping, usability testing

Surface 6.4, 6.5 High fidelity prototyping, focus group, participant observation

Table 3.2 Project process based on Garrett’s Elements of User Experience

3.12 User Interface Design

User interface design is a branch of a field of study called human-computer interaction (HCI). The user interface is part of the computer and its software, enabling people to directly see, hear, touch, talk or understand. A proper user interface design should provide a mix of well-designed input and output mechanisms to meet user needs, functions, and limitations in the most efficient manner possible (Galitz, 2007).

Johnson (2015) introduces two of the most recognized design guidelines in the user interface field by Shneiderman and Plaisant (2009) and Nielsen and Molich (1990). By comparing the two guidelines

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(see Table 3.3), Johnson found that there are many similarities in the current design rules that can be used as general guidelines, such as the description of consistency and user control.

Schneiderman (1987); Shneiderman & Plaisant (2009)

Nielsen & Molich (1990)

Strive for consistency Consistency and standards

Cater to universal usability Visibility of system status

Offer informative feedback Match between system and real world

Design task flows to yield closure User control and freedom

Prevent errors Error prevention

Permit easy reversal of actions Recognition rather than recall

Make users feel they are in control Flexibility and efficiency of use

Minimize short-term memory load Aesthetic and minimalist design

Help users recognize, diagnose and recover from errors

Provide online documentation and help Table 3.3 The Two Best-Known Lists of User Interface Design Guidelines (Johnson, 2015)

Material Design is a set of adaptable guidelines, components and tool systems that can support best practices for user interface design. With the support of open source code, Material Design simplifies the collaboration between designers and developers, and helps the team quickly build products (Material Design, 2020). Material Design contains design guidance for the user interface design, including guidance for different interactive elements such as environment, layout, navigation, color, typography, iconography, color, motion.

Based on the general user interaction design guideline mentioned in Table 3.4 and the guideline on different design elements in Material, the author designed the user interaction aspects of the project. These design details will be explained in sections 6.2 and 6.4.

3.13 Usability Testing

Martin and Hannington (2012) define usability testing as an evaluation method that allows a team to observe individual experience through an application as the participant walks through or through a given task. This method aims to help the team find the most confusing and frustrating parts of the interaction, so that the team can prioritize the severity of the problem, and then fix and retest the interface. The tests are designed for tasks and scenarios that represent the goals of typical end-users. The task should be specific and reflect the actual goals of the target audience. Neither tasks nor

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programs should affect participants to solve problems in a certain way, nor should they seek to adjust product requirements (Martin and Hanington, 2012).

Jacobsen, Hertzum, and John (1998) provide some situations and problems that participants may encounter during prototype testing. Observation and evaluation personnel should try to find out the problem behind.

- Understand task requirements but cannot complete within a reasonable time - Understand the goal but try several ways to complete it - Give up or quit when doing the test - Complete tasks other than those specified - Showing surprise or happiness - Frustrated even blame themselves for not being able to complete the task - Assert that something is wrong or doesn’t make sense - Make suggestions for improving the interface or flow

Zhang and Adipat (2005) point out that the unique capabilities of mobile devices and wireless networks pose many major challenges for checking the availability of mobile applications. When designing and conducting usability tests, challenges including mobile environments, multi-mode, connectivity, small screen size, different display resolutions, limited processing power and functionality, and restrictive data entry methods should be taken into consideration.

In order to conduct usability testing for mobile devices, the author decided to focus on the process connectivity of the prototype and the functionality under the limitations of screen size. The author prepared a series of tasks for participants to test, and asked for feedback after the test, and improved the user interface and low-fidelity prototype based on the feedback (see section 6.3).

After the high-fidelity prototype was completed, the author also conducted usability tests on it. At this stage, the process of the test is combined with the user’s real and practical scenarios (the user tests the app in a real apartment environment) and provides feedback, which helps the author discover areas that need further research, as well as deficiencies in products and services (see section 6.6).

3.14 Focus group

Martin and Hannington (2012) discuss that focus group is a qualitative research method that provides deep insights into themes, patterns, and trends. Researchers can use this method to collect the opinions, feelings and attitudes about products, services, activities, or brands from carefully selected participants. The advantage of focus groups is the vitality created by the group. In this environment, participants are more willing to share experiences, stories, memories, opinions, desires, and dreams.

When analyzing the data of the focus group, the logic used by the participants to draw conclusions, the stories told, the metaphors used and analogies should be considered. By looking for recurring topics and themes that generate strong repercussions, you can analyze current trends (Kuniavsky, 2003). By analyzing trends, researchers can get a hypothesis, and researchers can continue to investigate the attitudes and behaviors of participants through hypotheses and observe the behavior of people when they use products or services to verify the hypothesis (Martin and Hanington, 2012).

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Due to the limited time of the project and the impact of the COVID-19 epidemic, the author chooses to arrange the focus group on this project after the completion of the high-fidelity prototype, and invites a limited number of users (two tenants living in the Växjöbostäder apartment and a professional UI designer from a Chinese internet company). The main purpose is to analyze and share the opinions, feelings, and attitudes of high-fidelity prototypes and final results from the perspective of users through participants (one of the stakeholders). By sorting out the results of the focus group, the author analyzes the visual elements, functionality, system-level, sustainability, ethics, etc., the author can reflect on the limitations of the final result and the possibility of improved methods.

3.15 Risk assessment

Rausand (2011) defines risk assessment as a combination of risk analysis and risk tolerance judgment based on risk analysis. In short, a risk assessment can determine possible accidents, their likelihood and consequences, and ability to withstand such incidents. The results of the risk analysis can be expressed in a quantitative or qualitative way, and this process can help eliminate the relevant consequences of potential risks. In order to best identify and formulate risk strategies, it is necessary to establish classifications ranked by digital scales in order to view the correlation between risks and potential outcomes (Fewster and Mendes, 2001).

Based on the purpose of this project, the author conducts a risk analysis from the perspective of the possible stakeholders of this project (also the possible user of the project's design), Växjöbostäder (one of Vaxjo’s main housing companies). By assessing the likelihood of certain risks and what steps can be taken to avoid or respond to them.

3.16 Ethics thinking

3.16.1 Ethical implications of applying DfSB Ceschin & Gaziulusoy (2016) raise some important challenges and limitations for DfSB. First, the ethical significance of applying DfSB should be better explored and discussed: in fact, there are concerns about the extent to which designers and companies have the power to drive user behavior. Bhamra, Lilley, and Tang (2011) analyze different product cases involving design intervention strategies and DfSB and found that if the product continues to regulate behavior, it will not encourage people to learn from "wrong" and may cause users to feel affected and controlled by the product. They point out that products should only take action to prevent the behavior when consumers do not engage in "normal" behavior. Bhamra, Lilley, and Tang (2011) also mention concerns about the degree of control or influence designers should integrate ethically into product design. Interviews with professionals have shown that most people feel "uncomfortable" with the level of control imposed by devices that use ecological technology, especially with regard to potential violations of choice and privacy.In the field of mobile devices, particular attention needs to be paid to the security, distribution and storage of data. There are also concerns about personal freedom and the distribution of power between users and devices. It is almost unacceptable for consumers to raise the influence of products to exceed the level of influence

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of users and enable them to contain or restrict user behavior, unless the target behavior is generally regarded as socially unacceptable, that is, the behavior challenges personal or public safety or has been banned by legislation. Berdichevsky and Neuenschwander (1999) describe the principles that designers or companies (persuaders) should pay attention to when using persuasive technology to change user behavior:

- Uneasy Ethical Ground: Persuasion technology needs to distribute responsibilities between the persuader and the persuaded, and the moral review of persuasion technology must be centered on the method used by persuasion itself.

- Motivation and intention: If the persuasion is carried out without technology, or the result occurs independently of the persuasion, the expected result of a convincing technology should never be considered unethical. If it leads to more traditional persuasion, the motivation to produce persuasive technology should never be considered unethical. The creator of a persuasive technology must consider all the reasonable and predictable results of using it, contend with it, and take responsibility.

- The Dual Privacy Principle: The creators of the persuasion technology must ensure that their respect for user privacy is at least the same as their respect for their privacy. The persuasion technology that relays personal information about users to third parties must be carefully reviewed.

- The Disclosure Principle: The creator of persuasion technology must be responsible for all reasonably predictable results of persuasion methods. This requires designers to conduct a lot of user testing and comprehensive forward-thinking.

- The Accuracy Principle: Don't mislead technology for persuasion.

3.16.2 Ethical implications of applying UXD Kiess (2019) emphasizes the importance and impact of today's ethical issues in design and calls it the foundation of the framework for designers to evaluate concepts. He divides the moral issues in UXD into three categories:

- Existential Values: Existential values are beyond a particular product or feature within a design, which is the first question designers should consider when pursuing ethical design. When designing for companies or stakeholders, designers need to consider whether the mission and design intent of products and services are extreme and will cause harm.

- Ill or Misdirected Intent:

Any discussion about ethics in UXD must take into account the user’s intentions, and designers need to strike a balance between user needs and the company’s business needs. Unethical design methods include (see Table 3.4):

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Unethical design method Description

Dark Patterns Induce users to buy or provide the information they do not want and induce users to inadvertently share private information

Selling What Is Not Needed

Provide customers with upgrades that supplement the merchants they want to purchase or provide additional fees

Distractions to Drive Commerce

Pop-up windows, auto-playing videos and advertisements

Transparency Intentionally hide information or compare

Metrics Using metrics unethically to drive traffic and behavior is the ethical issue where ill or misdirected intent exists

Table 3.4 Unethical design methods

- Benevolent Intent: Potential ethical issues in design, such as defects in the design process, are often difficult to detect (see Table 3.5).

Potential ethical issues in design Description

Provide users with decision help and make choices

Build menu, radio button selection, and tutorial mode

Behavior Modification and Persuasive Design

Use systems and interfaces to regulate users or force them to make certain choices

Addictive Designs Use application updates and interactions on social networks to induce users to reuse or increase usage

Distractions Technology and interface may be distracting, causing interference or even danger to users

Efficiency Costs Automation will devalue work and lead to unexpected consequences

Real Humans, Real Lives When designing for ideal situations and users, it is often easy to lose contact with users who have real-life and emotions

Privacy Issues Password security and identity verification, data storage and retrieval

Designing for Race, Gender and Physical Limitations

Consider all users to ensure accessibility. Also consider ergonomics

Misuse of Designs When designing products with addictive attributes, considering trade-off between the best interests of users and the interests of the company

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There Is No U in Your UX Limited budgets and time schedules result in no U (user) in the user experience

Table 3.5 Potential ethical issues in design

3.17 Product-Service System Design for Sustainability

Current understanding shows that sustainability is a property of the system, not a property of the individual elements of the system. Therefore, to achieve sustainability, a process-based, multiscale, and systematic approach should be used to plan for sustainability. (Bagheri & Hjorth, 2007; Clayton & Radcliffe, 1996; Holling, 2001; Walker et al., 2004 in: Ceschin & Gaziulusoy, 2016) Promoting this change requires not only technical interventions but also social, cultural/behavioral, institutional, and organizational change (Geels, 2005, Loorbach, 2010). Product-Service System Design (PSS) is designed to meet user value propositions by delivering functionality rather than products (for example, from selling heating systems to providing thermal comfort services). Therefore, PSS needs to shift from ownership-based consumption to access and sharing-based consumption. In addition to environmental concerns, researchers have integrated PSS design into the social-ethical dimension of sustainability, which is called sustainable Product-Service System Design for Sustainability. (Ceschin & Gaziulusoy, 2016) Vezzoli et al (2014) define Product-Service System Design for Sustainability as “the design of the system of products and services that are together able to fulfill particular customer demand (deliver a ‘unit of satisfaction’) based on the design of innovative interactions of the stakeholders (directly and indirectly linked to that ‘satisfaction’ system) where the economic and competitive interest of the providers continuously seeks both environmentally and socio-ethically beneficial new solutions.” Vezzoli et al (2014) propose three main methods and skills for the sustainability of product-service system design:

- A satisfaction-system approach: the design of specific satisfaction demands and the satisfaction of all related products and services

- A stakeholder configuration: the design of stakeholder interactions for specific satisfaction systems

- A systematic sustainability approach: constantly seeking new, beneficial eco-efficiency and social equity, local solidarity solutions

Although PSS has great potential for sustainable development, there are some possible obstacles to implementation (Vezzoli et al., 2015), as PSS may challenge existing customers habits (Catulli, 2012, Mont, 2004 in: Ceschin & Gaziulusoy, 2016). In order to widely implement and promote the PSS for Sustainability, Vezzoli et al. (2015 in: Ceschin & Gaziulusoy, 2016) make the following suggestions for design research. First, conduct a more in-depth study of user behavior to better understand which factors affect user satisfaction, and how to measure and evaluate this satisfaction. The role of social and cultural factors in user acceptance should also be studied. Integrating this knowledge into existing design methods and approaches will be very valuable. Another priority is an in-depth understanding of the process of introduction and dissemination of sustainable PSS and how to design, manage, and position it.

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3.18 Business model canvas

Business Model Canvas can be defined as a strategic management and lean startup template for developing new or documenting existing business models (De Reuver, Bouwman and Haaker, 2013). It is an intuitive chart containing elements describing the value proposition of the company or product, infrastructure, customers, and financial situation (Osterwalder, Pigneur, and Clark, 2010). Osterwalder, Pigneur, and Clark (2010) based on the conceptual similarity of a wide range of business models, propose a reference model called The Business Model Canvas (see Figure 3.4). Users can easily describe their business models through the nine boxes in the Business Model Canvas:

- Key Activities: The most important activities in executing a company’s value proposition. - Key Resources: Resources necessary to create value for customers. - Partner Network: Buyer-supplier relationships to optimize operations and reduce risks of a

business model. - Value Propositions: A collection of products and services provided by the company that meets

customer needs. - Customer Segments: Identification of which customers it tries to serve. - Channels: The way a company delivers its value proposition to its targeted customers - Customer Relationships: Identification of the type of relationship the company wants to create

with their customer segments to ensure the survival and success of any business. - Cost Structure: The most important monetary results when operating under different business

models. - Revenue Streams: The way a company profits from each customer segment.

Figure 3.4 Business Model Canvas (Strategyzer.com. 2020)

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4. Empirical Findings

4.1 Interview

4.1.1 Interview with Joakim Sjöblom and Ingrid Palmblad from Växjö Wastewater Treatment Plant On 2020/2/4 the team had an interview with Joakim Sjöblom, process engineer for water distribution and Ingrid Palmblad, development engineer in Växjö Wastewater Treatment Plant. The discussion mainly focused on the current operation of the water plant and the situation of water-saving awareness among citizens(see appendix 9.2). First Joakim introduced the composition of water consumption in Växjö, “Most water is used for housing, compared with industry and agriculture use.” To help the team have a better understanding of the system, Joakim explained the operation mechanism of a common water plant, and he pointed out the current limitation when the plant wants to reach the individual water user. “We deliver the water to the residential area, the plant does not charge each of the persons,” Joakim told the team that from his research, it statistically shows apartment residents who do not have to pay water bills separately consume more water than users living in houses who pay for water separately. When talking about awareness, Ingrid mentioned there is no typical water-saving strategy in the Växjö municipality, however, there is a campaign held by the municipality called Water Smart to raise peoples’ awareness to save water especially the rainwater and drinking water. Ingrid also noticed water awareness has become increasingly popular, “Some education activities to the children mainly focus on global water issues but not domestic ones.” She thinks the related organization could work much more with it than they have. Talking about water consumption issues, Joakim pointed out that one of the common problems in Sweden is the water is very cheap, which could lead to overconsumption of water. Joakim proved the information that in recent 10 years the water consumption that a people use per day reduced 40 liters. When asked if the decline in water use is related to awareness, Joakim said there is no evidence shows it is because of the increase in people’s awareness of water-saving. “The main reason maybe because of the update of water-saving facilities,”he said. When discussing the water crisis that happened in Sweden in recent years, Ingrid admitted especially in the southeast and these two summers (2018 and 2019) that have been kind of stress-tested the water plant system. However, Joakim and Ingrid both agreed the water shortage is not really the biggest problem. Said from the perspective of engineer by Ingrid, they are more focused on handling the energy consumption during recycling, purification, and transportation of water resources.

4.1.2 Interview with Linus Kallio from Växjö Municipality On 2020/2/17 the team went to the Växjö Municipality, where they had an interview with Linus Kallio, the person in charge of the water management system. Together with Linus, the team discussed the current water management system and behaviors of water usage(see appendix 9.3). During the interview, Linus first introduced the local water management system to the team, the municipality will directly meter the water consumption of property owners, but not meter who lives in the residential area. Linus admitted that it is hard to calculate water consumption for each person, however, he provided some evidence that shows the average water usage per person living in

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apartments is above the average. Also, if a person owns his/her property, the water consumption usually goes down gradually. If a property owner is actually going to put individual metering, the water consumption decline could be rapid. Linus mentioned that the water consumption of apartments in universities is a little higher than elsewhere, and the lack of personal water meters might be one of the reasons. When asked about possible causes, Linus replied, “there is an added cost on rent”, because installing an individual meter cost around 1100 SKR, not including plumbing and maintenance fees and by law, meters need to be changed every 10 years to ensure accurate measurements. When talking about the municipality measures to save water, Linus said water consumption is more related to individual behavior. “Water is really cheap.” He said, “The way the municipality encourages people to use less water is to have a cost on water.” According to Linus, people always pay more attention to heating and electricity because the cost of using these energy sources is much more expensive than water. For the future, Linus mentioned that the municipality already has some ideas for changing the water bill payment structure in the future. At the same time, he believes that in the upcoming 5-10 years, there might be a big revolution about water usage, individual metering will search its way into every apartment.

4.2 Benchmarking

At the current stage of the project, the author utilized benchmarking as a means to define and visualize the final design of the project to be developed. By using Google Engine to search for various products and services on private and public web pages, the author can determine the form in which the solution may take. These include blog.diykyoto.com, mynewsdesk.com, JouleBug App, Ant Forest App and Stay focused – Forest App. In Table 4.1, the author differentiated and elaborated on the specific functions of these platforms. When starting the development of the design project, the author had a full understanding and reference of what form the project will develop into.

Example Aim How it works

Wattson Power Consumption Display

The wireless device can show the power consumption around the house at any time, and can save up to 25% of the annual electricity bill (DIY KYOTO: HIGH FASHION MAKEOVER FOR ENERGY SAVING GADGET, 2009).

When connected to a house meter or cable, Wattson's display will show how many watts of electricity the house uses at any given time. At the bottom of the monitor, a series of colored lights will show how much energy is being consumed by emitting different colors (DIY KYOTO: HIGH FASHION MAKEOVER FOR ENERGY SAVING GADGET, 2009).

Emoji from Schneider Electric (Mynewsdesk, 2015)

Clearly inform children about the impact of decisions they make by providing real-time feedback, and make them responsible for sustainable energy

A computer screen with emoji installed in the kindergarten shows real-time power consumption. The emoji will change with the number of electrical appliances (such as the number of light bulbs) turned on. When consuming more energy, a sad emoji will appear, otherwise, a happy emoji will appear.

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JouleBug App

JouleBug is an easy way to make users’ everyday habits more sustainable, at home, work, and play. Discover how users can use resources—without using them up (JouleBug | Sustainability App, 2020).

Explore Actions: Discover new ways to go green with achievements. Compete in Challenges: Join local and national Challenges to see who’s the greenest. Sharing is Caring: Follow users’ friends and neighbors to see how they’re making a difference. Share users’ favorite stories to inspire others. Track Your Impact: Track your impact with your career stats. (JouleBug | Sustainability App, 2020)

Ant Forest App

Combining the internet, finance, and a low-carbon lifestyle, contributing to tree-planting and environmental protection moves.(Chinaplus.cri.cn, 2017)

The "ant forest" can record the user's "low-carbon" behavior and quantify it as virtual green energy. The user can use this green energy to plant a virtual tree in the program, and when the virtual tree grows with the accumulation of energy, the user can entrust Alipay to plant a real tree.

Stay focused – Forest App

Put down the user's phone while working, studying and socializing, stay focused, and develop good habits with the game timer.

Forest is a popular productivity app that helps people overcome cell phone addiction and manage time in a fun and enjoyable way (Forest - Stay focused, be present, 2020). Users can earn points by not using their phone and use the points to unlock new virtual tree types and even plant real trees.

Table 4.1 Benchmarking on current solutions

4.3 Survey results

4.3.1 Results of survey 1 On February 21, 2020, the team used Google Forms to create an online questionnaire titled Water Management Survey and posted it on social networks. As of April 3, 2020, the team received 46 answers to online surveys. According to survey 1 results (see appendix 9.5), regarding the type of residence in which participants live, 52% of the tenants live in long-term housing apartments (one year or more) and 26% live in short-term housing apartments, only 22% of residents live in personally owned apartments or single-family houses with personal property rights. Most respondents (87%) admitted that they did not know how much water they consumed each month. At the same time, 80% of the respondents indicated that the amount of water used does not affect their monthly bills. Results from the question about where do the respondents usually use more water shows The three scenarios with the highest frequency of water use are personal cleaning (80%), kitchen

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usage (72%) and toilet usage (46%), and the remaining other cases account for 71% (It needs to be explained here that in some questions of the survey, because of the multiple-choice options, the total number of answers for all options will exceed 100%. For the convenience of analysis and comparison, all the answers are still compared on the basis of 100%. ). 85% of the respondents admit that they rarely or sometimes manage water usage. When asked what the influencing factors are, a total of 66% said because of their living habits or they would not think of managing water consumption when using water. 61% said they didn’t know how much water was used, 46% said that because the water bills were not affected by the amount of water used, 10% said that because there is no sustainable water-saving device, the remaining answers accounted for about 8%. 15% of the respondents stated that they often or always manage water usage, and the motivations are: 70% said they had a sustainable lifestyle, 47% said they were educated about water conservation, 29% said that water bills were affected by the amount of water used, and 23% said that water would increase extra costs (Such as electricity bills), only 12% said they used water-saving equipment. The result of which way of water management you would use to achieve a more sustainable life shows 56% of respondents want to install or use water-saving equipment, 43% want to install a personal water meter to know the water consumption, 30% want to change their current water consumption habits, and the remaining options account for 20%. The final survey question was used to ask other problems do the respondents encounter in using water in daily life. Respondents mentioned the possibility of using groundwater that does not belong to the municipal water supply system and the relationship between water quality and quantity when drinking water. At the same time, there is also engineering insight. Some people hope that the water pressure in the pipeline can be adjusted to help residents develop sustainable water consumption habits.

4.3.2 Results of survey 2 The team posted a total of 40 surveys on the bulletin board near the school and apartment on April 1. As of April 15, a total of 13 survey responses have been received. Through the statistics of these responses, the following table is obtained (Table 4.2)

Frequency of bad water behavior happens

Activity Response Average time (min)

Always Sometimes Rarely

flush toilet 34 1 34 0 0

cooking 26 13.2 4 16 4

wash hands 25 2.7 15 2 8

wash dishes 21 7 14 6 1

brush teeth 20 3.2 5 11 4

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wash face 17 4.2 4 12 1

shower 12 24 19 4 1

clean room 3 10.3 1 0 0

wash car 2 25 0 1 1

wash pets 2 22.5 0 1 1

Table 4.2 Results of Survey 2

According to the content of the survey 2 form (see appendix 9.6) filled in by the respondents, each column from the left to the right of the table counts: Water use activities, the cumulative number of occurrences (frequency) corresponding to each activity, the average time spent on each activity, and the three frequencies at which this bad water use behavior (E.g., do not turn off the faucet during the use of hand sanitizer, toothpaste, shower gel, flush the toilet with excessive water, etc.) occurs: always, sometimes and rarely. Then, the team sorts them in descending order according to the frequency of occurrence.

4.4 Brainstorming results

Due to the impact of the COVID-19 epidemic, the brainstorming session was conducted as an online video meeting by Zoom program. The author invited four tenants living in the apartments provided by Växjöbostäder on the campus of Linnaeus University to conduct a session. The ideation process starts with introducing the background and benchmarking of the project, and presents the research question to the participants:

- What can user experience (UX) design do to facilitate household users to make better choices to change their behavior in achieving more sustainable water consumption habits?

- From the system level, how to apply UX design to bridge the gap between the water management system and tenants’ water consumption behavior?

Brainstorming was conducted in the form of tree diagrams, all participants started discussions around the two topics: “mobile application” and “existing bad habits of using water”. Next, the participants discussed the reason why it is hard to change existing habits and issues that should be paid attention to when deploying the app. Based on these reasons and problems, the author recommended that participants brainstorm the process of changing habits, that is, to fill the gap between “existing old habits” and “acquiring new habits”. At this stage, the author introduced the gamification design elements, and the participants proposed Thirteen different ideas/elements through reference or innovation (Figure 4.1). Next, the participants classified the thirteen ideas, deleted and merged some duplicate or similar ideas, and finally concluded 7 ideas/elements (Figure 4.2).

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Figure 4.1 Preliminary ideas/elements

Figure 4.2 Brainstorming results

4.5 Concept selection results Werbach and Hunter (2012) point out that gamified applications are built by different basic building blocks, which are game design elements. This means that the result of concept selection will not be single, but contains multiple elements. Therefore, according to the purpose of this project, the author used a modified version of Pugh (1995) used to carry out the concept selection process. In terms of calculating the score, the author with the group (the same group of participants as the brainstorming session) made a horizontal comparison of different concepts, instead of selecting a certain concept as a datum, and based on the analysis of the impact of different aspects in the design intervention strategy, came up with some common metrics, these metrics are:

- How time and cost efficient the idea would be to implement - Users’ acceptance of intervention - Users’ motivational change

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- Extent of creativity and innovation - How simple or difficult for user to learn and use, the cost of learning - The connection between various stakeholders - How sustainable the design would be

In the next step, all concepts are ranked according to the above metrics (Table 4.3), with scores ranging from 1 point (representing the most negative result) to 7 points (representing the most positive result), divided into basic units by one point. In the next step, the author assigned weights to different metrics. Taking the total weight as 1 as an example, the weight distribution of all metrics is as follows:

- 15% How time and cost efficient the idea would be to implement - 20% Users’ acceptance of intervention - 20% Users’ motivational change - 10% Extent of creativity and innovation - 15% How simple or difficult for user to learn and use, the cost of learning - 10% The connection between various stakeholders - 10% How sustainable the design would be

The final equation for each concept score is: Concept final score = ∑ concept single metric score × single metric weight

weight Introduction, tips and

reminder elements

Virtual character/

avatar/story

Use the community

for competition

and cooperation

Assess personal

habits and compare

with big data

Review, challenge,

and upgrade elements

Cooperate with housing company to set usage

restrictions and

permissions

Cooperate with housing company to

provide technical support

Time and cost efficient the idea would be to implement

15% 6 4 5 3 7 2 1

Users’ acceptance of intervention

20% 5 7 4 3 6 1 2

Users’ motivational change

20% 3 7 6 4 5 2 1

Extent of creativity and innovation

10% 3 7 4 5 2 1 6

The difficulty of user learning and use, the cost of learning

15% 4 3 5 1 7 6 2

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The connection between various stakeholders

10% 3 2 7 5 1 6 4

Sustainable design thinking

10% 6 5 4 3 2 1 7

∑ score 4.3 5.25 5 3.3 4.8 2.6 2.75

Table 4.3 Concept selection metrics

After calculating, the group decided to retain the four highest-scoring concepts: Virtual character/avatar/story (5.25 points), Use the community for competition and cooperation (5 points), Review, challenge and upgrade elements (4.8 points) and Introduction, tips and reminder elements (4.3 points). The group moved on by thinking about how to combine these elements into a complete gamified process. Each participant put forward his/her own ideas and discussed with each other. Following the discussion, an app concept called “Drops” came into being. “Drops” is an app to help tenants living in apartments lacking personal water metering and charging to develop water-saving habits. Users can earn points by completing water-saving challenges from easy to difficult and continuously upgrade to complete the mainline of the story of “helping small fish (or aquatic organisms) return to the sea”. At the same time, users can get reminders and know about water-saving tips through the tips and guidance in “Drops”. “Drops” also provides competition and team models to promote the communication of the entire apartment community and increase the awareness of sustainable living.

5. Contextual analyses

5.1 Interview

Interviews with Växjö Wastewater Treatment Plant and Växjö Municipality are a continuous action research method outlined by McNiff and Whitehead (2006). The purpose of these activities is to get the research team into the problem space and start consulting with all stakeholders. The full potential of action research can be harnessed by connecting ideas and taking action. In the interview, the feedback of Växjö Wastewater Treatment and Växjö Municipality as stakeholders can be summarized and discussed from three aspects. From the system level, there is an obvious problem, that is, there is a clear gap between the existing water supply system and the personal water bill charging service system. The charging and service system lacks feedback to some users who do not need to pay water bills independently or pay a fixed monthly water bill. According to the collation and analysis of the interview content, this gap has led to this part of users using more water than other users. In further analysis, the author found that the "property owner" mentioned many times in the interview content is a very important concept in the system gap, that is, the tenant of the apartment is not the actual owner of the property. The "individuals" who are truly connected to the water supply service system are the housing companies with property rights. This discovery helps the author to start

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thinking about the problem from one of the important stakeholders, housing companies (an important link between the water supply department and individual tenants), and explore the possibility of solving the problem from the perspective of the housing company. Secondly, from the perspective of the housing company, combining Växjö Municipality (stakeholders directly connected with the housing company) and the statistics and existing solutions from the Växjö local housing company, Växjöbostäder (see section 1.3.2), the main problem of the renting company is that as a profit-making enterprise, the company is more concerned about connecting with the water supply system to meet the most basic needs and bear the most basic responsibilities. However, the installation of personal water meters and statistical measurement payments for individual tenants will increase the company's costs. Obviously, the company will not make it the primary consideration. Even though Växjöbostäder has already started to install personal water meters for all of its houses in Växjö, the progress is relatively slow. As mentioned in the interview with Växjö Municipality, although some companies have a sustainable development intention, they will still be limited by the impact of other factors such as short-term and long-term benefits. Only under the premise of ensuring profitability, the company can make sustainable improvements. Therefore, there is a need to be able to balance various factors without compromising the company's revenue, not spend too much cost, shorten the time as much as possible, and provide a sustainable development plan that meets the housing company's wishes. From the user’s point of view, in terms of water-saving publicity and education measures for households, although the municipality has carried out some activities to promote water-saving policies, most of them focus on the water-saving (rainwater and drinking water) of individual houses. Children’s education is mostly concerned with the global water crisis rather than local water problems. According to the interview records, there is currently no publicity and education initiative for apartment tenants in Växjö. The lack of measures in this area inspired the author to add water-saving behavior information, tips, and education parts for apartment tenants while the design project can complete the goal of changing habits and saving water. Table 5.1 summarizes the results of the interview analysis and the corresponding reflections to the design process.

Analysis from interview Reflection to design process

System-level - The charging and service system lacks feedback to some users

User Experience Design (UXD) process

System-level - The property owner is the housing company, connecting the municipal water service and the tenant

Enhance the importance of the housing company and interfere with the system in the design, such as adding guidance to the user or taking mandatory measures.

Housing company perspective - Existing solutions

Use UXD to produce a cost-effective and time-effective digital solution.

User’s education - Focus on water saving in single-family houses

For current vacancies in education: the tenants to design solutions.

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User’s education - Lack of local water-saving education

Add localized design details, add community communication, local water-saving tips and other interactions.

Table 5.1 Interview analysis

5.2 Benchmarking

In this part, in Table 5.2, all cases mentioned in section 4.2 are analyzed in a unified manner. The author makes a horizontal comparison of all cases from different aspects, mainly involving the design intervention strategy mentioned in section 2.1 and the user experience design mentioned in section 2.4, so as to compare the intervention level, user acceptance, and motivation and user experience design elements of different cases.

Name User interface design Basic Functions

Gamification Elements

Feasibility/Limitations Intervention level

Wattson Power

Display

Simple, direct light color interaction

Show real-time power consumption

N/A - Requires physical installation costs and cannot display specific electricity consumption data

Eco-feedback

Emoji from Schneider Electric

Childish interface, easy to understand

Show real-time power consumption

Avatars +High user motivation - Not attractive to adults Low intervention level

Eco-feedback

JouleBug App

Simple and realistic. The interface structure is neat, very logical, detailed classification, and large amount of information

Education function: Explore green actions Compete in challenges Share stories in communities Track own impact

Points Badges Performance graphs

-Too many available options, which may distract the user ’s energy, and the user do not know where to start -Relatively low level of intervention to prevent user cheating

Eco-feedback

Ant Forest App

The main functional area uses cartoon elements with bright colors, the functional areas are arranged in a non-logical manner,

Compete in challenges Share stories in communities

Points Badges Leaderboards Teammates Performance graphs

-Few and fixed low carbon behavior options available +Intervention level is average, users cannot cheat

Eco-spur

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and the amount of information is moderate

Track own impact

Stay focused –

Forest App

All interfaces are in cartoon form, adding gray color combinations, logical arrangement of functional areas

Compete in single challenges Track own impact

Points Leaderboards Performance graphs

+High level of intervention, users cannot cheat and once they start using, they cannot quit midway -Lower user motivation to change

Eco-steer

Table 5.2 Benchmarking results Figure 5.1 shows the positioning of five different benchmarking projects within the framework of the Design behavior intervention model (DBIM). It can be seen from the figure that all the five products involved are in the first and second stages of design intervention, that is, to guide the change and maintain the change stage. However, no product is positioned at the strongest intervention stage, combined with the analysis of the behavioral interventions strategy proposed by Tang (2010), the reason may be that too strong intervention measures will lead to user resistance to the product and low motivation to change behavior. At the same time, two products with or combined with physical appearance (Wattson Power Display and Emoji from Schneider Electric) have a lower level of intervention. In contrast, the remaining three mobile applications have a higher level of intervention and stronger intensity of habit changes. Compared with physical products, user experience design (mobile application) has more interaction with people and improves the user's participation (Benefits of a Mobile App – Why You Should Invest, 2017).

Figure 5.1

In Figure 5.2, the author made a horizontal comparison of five different benchmarking projects, analyzed and compared the differences in the use process from the perspective of user experience. It can be seen from the figure that although different projects start in different ways, they all cover the feedback process, the steps to make a choice/complete the challenge are closely related to the feedback process. At the same time, there are processes of tracking influence and community socialization in all

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three mobile applications, which provides a valuable reference for the author to develop design projects.

Figure 5.2

5.3 Survey

5.3.1 Analysis of survey 1 Among all the participants, a total of 78% of the respondents live in rented apartments, which is consistent with the potential target users of the project. The data analysis of these 78% users found that only 6% of tenants knew the monthly water consumption of their apartment, and 12% of tenants' bills were affected by the amount of water used. This is consistent with the analysis results of study of existing solutions (section 1.3.2) and interview (section 5.1), that is, there is indeed a gap between the tenant and the water management system, which prevents users from obtaining feedback on water consumption and water bills. By analyzing all tenants whose bills are not affected by the amount of water used, all short-term tenants said that they rarely or sometimes manage the use of water, and only 4% of long-term tenants often or always care about water management. Compared with the analysis results of the interview, it is confirmed that tenants whose bills are not affected by water consumption will consume more water than users affected by water consumption. A total of 67% think that they do not care about water management because they do not know how much water is used, at the same time, 44% of people want to be able to obtain more sustainable water management by being prompted for the amount of water used. Therefore, in the subsequent design, the author believes that it is necessary to add a display of personal water consumption to the design product. In terms of water usage behaviors, respondents indicated that the top three most used water usage activities are personal cleaning (bath, hands, face), kitchen usage (cooking, wash dishes) and toilet use, which is consistent with the activities of the top three household water consumption per capita given by the Swedish Water and Wastewater Association (2000). The results give the author some reference to the water behavior elements that should be included in the design project.

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In terms of personal behavior and habits, 67% of people said that they did not conduct water management because they did not realize or did not have the habit of saving water. However, when asked about ways to achieve more sustainable water management, only 30% of people are willing to change their habits, while 57% and 44% hope to install water-saving facilities and water meters to achieve a sustainable lifestyle. This result has given this project a great challenge. In the case that the current solution cannot help all tenants install personal water meters in a short time, how to better design a product through the behavior intervention to make people have motivation and help people change their behavior. The author believes that this issue needs to be considered more. Table 5.3 summarizes the results of survey 1 analysis and the corresponding reflections to the design process.

Analysis from survey 1 Reflection to design process

The user’s feedback on their water use behavior and water consumption is lacking.

User Experience Design (UXD) process

Most frequently used water usage activities: personal cleaning (bath, hands, face), kitchen usage (cooking, wash dishes) and toilet use.

Set daily water using challenges.

Users lack water-saving awareness and are less willing to change their habits.

Change behavior through user-acceptable gamified interventions (challenges, stories, teammates, achievements, etc.)

Table 5.3 Survey 1 analysis

5.3.2 Analysis of survey 2 Due to the lack of uniform accurate data on the water flow per minute of all water-using equipment, the author decided to compare and rank the total water-use duration for each water-using behavior, the equations used in this analysis are: S (total time of each independent water use behavior) = R (frequency of occurrence of each behavior) × T (average time spent by each behavior) In Table 5.4, the author arranges all contents in descending order of the total time and selects the behavior with the longest total water consumption as the challenge element of changing habits in the design project. At the same time, the author refers to the frequency of bad water use behaviors, mainly focusing on the behaviors that occur always or sometimes (represented by different shades of blue in the table), deletes some behaviors with low or no occurrence frequency, and then sorts them. Finally, seven kinds of the most representative water-using behaviors were selected as the challenge elements of changing habits in the design project (indicated by yellow in the table), which also highly coincides with the analysis results of survey 1, they are:

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- Behaviors that always occur: Shower, wash dishes, wash hands, flush toilet - Behaviors that sometimes occur: Cooking, wash face, brush teeth

Frequency of bad water behavior happens

Activity Response Average time (min)

Always Sometimes Rarely Sum Time (min)

cooking 26 13.2 4 16 4 343.2

shower 12 24 19 4 1 288

wash dishes 21 7 14 6 1 147

wash face 17 4.2 4 12 1 71.4

wash hands 25 2.7 15 2 8 67.5

brush teeth 20 3.2 5 11 4 64

wash car 2 25 0 1 1 50

wash pets 2 22.5 0 1 1 45

flush toilet 34 1 34 0 0 34

clean room 3 10.3 1 0 0 30.9

drink water 8 1.75 0 3 3 14

Table 5.4 Analysis of Survey 2

5.4 Risk assessment

The author invited the team member Shuhao Xue together to implement the risk analysis process in the project from the perspective of Växjöbostäder. The team checked the nature of the risk according to the systematic process, thereby avoiding or reducing the level of risk. After formulating the existing and possible problems, the team first completed the risk identification, which helped the team define the risks, driving factors, and management plan. The seven identified risks are:

- User behavior changes did not achieve the desired effect - Excessive interference with user behavior - The user’s motivation has not improved - Inconsistency in service/funding - Too long R & D cycle/too much investment - Data privacy - No environmental/sustainable impact reduction - Lost connection between various stakeholders

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Next, the team developed qualitative questions to choose from different options. First, the team used the question “Which of the seven risk factors is the most likely to occur, and which one is the least likely to occur?” to prioritize risk factors accordingly. Then another question was raised: “According to the time span, which factor will take the least time to solve, and vice versa?” After assigning a priority number to each risk factor, a "threats/probability" metric is plotted on the x-axis and a "time/consequence" metric is plotted on the y-axis. Finally, the main points of these two measures are combined to see which risk factors are more likely to occur and have the consequences that require the longest resolution (see Figure 5.3). The equation used in the final stage is: Risk = Threats/Possibility × Time/Consequence As seen in Figure 5.3, the larger the matrix area after the two elements are multiplied, the higher the risk should be paid attention to.

Figure 5.3 Risk assessment

5.5 Business model canvas

In the reflection and discussion stage of the project, from the perspective of the possible stakeholder, Växjö local housing company Växjöbostäder (also a possible user and promoter of the design project app), the author uses the model provided by Pigneur and Clark (2010) (see Figure 5.4) to analyze the feasibility of the final result under the scope of the business model from different aspects.

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Figure 5.4 Business model canvas

6. Design Project

6.1 Mobile sitemap

Sitemap visually represents the relationship of different contents and provides a map of user’s footprints through the informational space. A sitemap is an important element to define mobile information architecture design (Fling, 2009).

The author analyzed the conceptual process of App interaction and how to connect the page hierarchy according to the needs, and established the first version of mobile sitemap using the Draw.io program (see Figure 6.1). In this sitemap, it mainly includes the following functional distinctions for users:

- Welcome and introduction part - Tutorial part - Setting part - Login part - History and achievement part - Challenges part - Community part

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Figure 6.1 Mobile sitemap

6.1.1 Flow chart

Fling (2009) points out that the flow chart applied to mobile devices is one of the links to build mobile information architecture, and connects the mobile sitemap to provide information. The purpose of the flow chart is to create a map of user goals, rather than map out every technical accident or edge case. In the past, the flow chart increased the requirements of all projects too much than focusing on streamlining the experience. In the mobile field, the designer ’s responsibility is to make the design as simple as possible and put the user experience first (Fling, 2009).

Next, the team worked in Draw.io to create a more complete flowchart, which shows a clear page organization and plans for each page's independent goals. Seven main elements are specified in different colors (Figure 6.2):

- Information: Presenting guidance as to how the concept would work, presenting tips and other information, or presenting previous results of process.

- Interaction: The interaction with the app interface before the user makes an input. - Input: Presenting an opportunity for the user to give selection or feedback. - Popup layer - Changes on the page - Conditions: The level of judgment that the user needs to make.

As shown in Figure 6.2, the flow chart incorporates the principles of the information architecture and creates a sitemap to help detailed development. In addition, it also includes interactive methods and classifies each group of functions to make the logical structure of the information system clearer.

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Figure 6.2 Flow chart

6.2 Low fidelity prototyping

Prototypes are working models used to develop and test design ideas. In web and software interface design, prototypes can be used to check content, aesthetics, and interaction technology from the perspective of designers, customers, and users. Low-fidelity prototyping technology allows designers and users to focus on advanced interactive design and information architecture rather than details or visual style (Walker, Takayama and Landay, 2002). Through consultation with relevant personnel in the UXD field and evaluation, it is determined that the Adobe XD program is more suitable for the development of low-fidelity prototypes with basic functions. At this stage, the site map is used to plan and organize wireframe construction and prototype functions. The wireframe of the low-fidelity prototype (see Figures 6.3 and 6.4) was created based on the mobile sitemap built by the author and following the Material Design guidelines. The development of the platform wireframe was completed using the UI / UX prototyping tool Adobe XD, which is a program developed for prototyping, designing, and sharing with stakeholders for testing (UI/UX design and collaboration tool | Adobe XD, 2020).

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Figure 6.3 The wireframe of low-fidelity prototype

Figure 6.4 The logical connection of low-fidelity prototype

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6.3 Usability testing

In order to use participants to find possible logical defects and vulnerabilities in the low-fidelity prototype (Martin and Hannington, 2012), the usability test for the low-fidelity prototype in section 6.2 was conducted on April 15, 2020. In this testing process, two participants (also tenants living in Växjöbostäder apartments as one of the stakeholders) were invited for a total of two rounds of testing. In the test, thanks to the flexibility of the low-fidelity prototype and its ability to respond quickly to adjustments (Walker, Takayama, and Landay, 2002), the author can quickly adjust the prototype based on the feedback after the participants made the first round of feedback. Therefore, the interval between the two rounds of testing is relatively short and both are completed within the same day. The overall usability test process is as follows, The two participants tested the usability and functionality of the app prototype based on a set of instructions and tasks given to the participants by the author (see Table 6.1), which according to the assigned tasks given by the team based on all the functions covered in the low-fidelity prototype.

Instructions and tasks Purpose

Login Login and setting function

Change language Setting function

Complete one challenge instantly Challenge function

Complete one challenge with reminder Challenge function

Team with others Community and setting function

Share posts and upgrades in community Community function

Review and see statistics History and setting function Table 6.1 The instructions and tasks given in the test and the related purpose

Through the first and second rounds of testing, both participants basically completed the test content mentioned in Table 6.2, however, some problems were also exposed in the test. In Table 6.2, the author records the questions raised by the participants during the test and the corresponding improvement methods completed after the test.

Problems Ways to improve

When selecting a new character, there is no prompt for the need to complete the previous task, resulting in the button cannot be clicked

Add the tip “Complete the previous challenge” when choosing a new character

Interface title "recent" is puzzling Change to “my fish”

When setting reminders, there is no feedback for the “ok” option in the pop-up window

Add link

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The function of teaming up with teammates has a phenomenon of mandatory teaming, no invitations and acceptance requests

Add a notification function to the setting interface to increase the ability to process messages

Cannot return to current progress after completing community sharing

Add a notification reminder function in the main interface menu to guide the user to return

The design of user history and data is not intuitive enough

Improve visual design and typography

Table 6.2 Problems raised during the test and ways to improve

6.4 High fidelity prototyping

Compared with low-fidelity prototypes, high-fidelity prototypes are more complete, that is, based on the interaction of information architecture and low-fidelity prototypes, more attention is paid to the visual and layout details (Walker, Takayama and Landay, 2002). At this stage, the author chose the MockingBot program as the platform for making high-fidelity prototypes. MockingBot is a professional, concise, and easy-to-understand online product prototyping and collaboration platform (MockingBot, 2020). The advantage is that it provides the possibility of exporting apk format files that can be installed on Android mobile devices, which is convenient for testing in a real environment. Fling (2009) named the high-fidelity prototype applicable to the actual operation of mobile platforms as “HTML prototype” and listed it as the final stage of the prototype process. The HTML prototype provides an opportunity for designers to understand how much content will actually exist on the screen. At the same time, designers need to deal with the actual loading time and network latency, so as to bring customers a better experience. As Fling said: “feel the same pains your user will go through”. Before using MockingBot for high-fidelity prototype design, the author first analyzed, compared, and selected the elements and layouts that need to appear in the high-fidelity prototype in the form of sketches and some paper prototypes (See appendix 9.9). The paper prototype is considered to be a very basic step before the high-fidelity prototype step (Fling, 2009). The design of high-fidelity prototype will be categorized and explained in the following sections. The order of the elaboration is based on the prototype design sequence recommended by Material Design (2020), which are:

6.4.1 Environment, surfaces and elevation Material design can simulate the hierarchy and relationship of different UI elements by referring to the state of material stacking and attachment in the three-dimensional world (Material Design, 2020). On all the buttons with the confirmation function, the author increased the material thickness of 2dp (Density-independent pixels, are flexible units that scale to have uniform dimensions on any screen (Material Design, 2020)). The thickness provides a flexible way to accommodate a design across platforms (see Figure 6.5) so that the buttons are highlighted on the surface of the interactive interface, also, users can more notice the existence of the buttons and guide the users to click.

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Figure 6.5 The surface of buttons

Elevation is the relative distance between two surfaces along the z-axis (Material Design, 2020), which is used to distinguish hierarchical relationships between different interfaces and often expressed in the form of shadows. The author designed the distance of different interface modules according to the elevation suggestions provided by Material Design, as shown in Table 6.3.

Interface module Elevation of Design

Suggestions by Material Design

Nav drawer 16dp 16dp

App bar 4dp 4dp

Dialog 24dp 24dp

Community update card 2dp 1-8dp

Button 2dp 2-8dp Table 6.3 Elevation of different interface modules

6.4.2 Resolution and layout Material design suggested that the layout can promote consistency across platforms, environments, and screen sizes by using uniform elements and spacing. Screen pixel density and resolution vary depending on the platform (Material Design, 2020). Because of the limitations of the high-fidelity prototype design software MockingBot, which can only export .Apk format prototype software for html testing, the author chose Android devices as the test platform. When developing Android applications, Material Design recommends using dp to display elements evenly on screens with different densities. However, due to the limitations of the test equipment (the author only has one Android phone for testing), the design is based on the screen resolution of the existing Android device that the author has. According to the calculation rules of dp, the author made the following calculations, see Table 6.4. A dp is equal to one physical pixel on a screen with a density of 160. dp = (width in pixels × 160) / screen density (Material Design, 2020)

Screen physical width/height

Screen density Screen width/height in pixels

Screen width/height in dp

5.5 inches diagonal 480 1080/1920px 360/640dp Table 6.4 Resolution and dp of high-fidelity prototype application equipment

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Adaptive layout grids can adapt to screen size and orientation to ensure consistency between layouts. The material design layout grid consists of three elements: columns, gutters, and margins (Material Design, 2020). According to material design data, when the width of the page is 360dp, a 4-column layout will be used, and the width of the gutter and margins are 16dp. Figure 6.6 shows the layout used in this design project. The author used a 4-column layout with a binding line and vertical and horizontal margins of 16dp.

Figure 6.6 Layout of design

When designing some detailed layouts, the author used the concept of baseline grid to assist in typesetting. According to the standards provided by Material Design, the author used an 8dp square reference grid to align, while the icons, types, and certain elements in the component were aligned to the 4dp grid.

6.4.3 Navigation Navigation is the action of moving between the screens of the application to complete the task. It can be enabled in several ways: dedicated navigation components, embedding navigation behavior in content and platform functions (Material Design, 2020). Based on different information architecture, Material Design introduces three basic navigation directions: Lateral navigation, Forward navigation, and Reverse navigation. The latter two mainly refer to simpler buttons, links, search, and return operations. In these two navigation directions, the author directly applied the template in Material design for design.  Lateral navigation refers to moving between screens in the same hierarchy. It allows access to different application destinations and functions, or to switch between related items in the collection. Applications with two or more top-level targets can provide Lateral navigation through the navigation drawer, bottom navigation bar, or tabs. See Table 6.5 for specific requirements.

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Component Use for Destinations Devices

Navigation drawer Top-level destinations 5+ Mobile, Tablet, Desktop

Bottom navigation bar Top-level destinations 3-5 Mobile

Tabs Any level of hierarchy 2+ Mobile, Tablet, Desktop

Table 6.5 Requirements and scope of application of different lateral navigations (Material Design, 2020)

According to the requirements and suggestions in Table 6.4, the author designed the navigation drawer, bottom navigation bar, and tabs of the app, see Figure 6.7.

Figure 6.7 Navigation drawer, bottom navigation bar and tabs

6.4.4 Colors and text In the interactive interface, the three principles of color design are hierarchical, legible, and expressive (Material Design, 2020). Material design provides The baseline Material color theme to help designers determine and create color themes. This includes the default colors for:

- Primary and secondary colors - Variations of primary and secondary colors - Other UI colors, such as background, surface, error, layout, and icon colors

 The author used the color selection tool provided by Material design, combined with the theme expressed by the app, and selected the color combination based on blue as the basic color of the interactive interface. Correspondingly, in the text color processing, in order to ensure readability, the author chose black and white as the font colors for light and dark backgrounds, respectively. In other user interfaces (challenge, avatar, etc.), the author used a list of default standard gradient colors

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provided by Material design as the main reference. As shown in Figure 6.8, the color number used in this design project is based on the Adobe RGB color space, which is a color space developed by Adobe Systems in 1998 (Adobe® RGB (1998) Color Image Encoding, 2005).

Figure 6.8 Selection of color combination

Using proper typography can make the design and content more clear and effective (Material Design, 2020). Material Design (2020) introduces a font scale with 13 levels. The author refers to this font ratio specification and uses a continuous font ratio to produce a coherent typesetting experience. The hierarchical structure is conveyed by the difference in font-weight (light, medium, regular), size, letter spacing, and capitalization (see Table 6.6).

Scale category Font Weight Size Line spacing

Title 1 Brandon Grotesque Medium 60pt 24pt

Title 2 Helvetica Bold 20pt 24pt

Subtitle Helvetica Bold 14pt 16pt

Body 1 Helvetica Regular 12pt 16pt

Body 2 Helvetica Regular 20pt 24pt

Button Helvetica Regular 20pt 24pt Table 6.6 Fonts used in the design

6.4.5 Iconography Product icons are the visual expression of brands and products, including their services and tools, and convey the core ideas and intentions of products (Material Design, 2020). Material Design (2020) points out that the principle of ensuring that the key elements of the icon can reflect the starting point of the brand identity is that all product icons should be unified through concept and implementation.

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The author followed the above design principles when designing the icon of the app, using a square canvas (192 x 192 dp) to view and edit the design of the logo icon. In terms of system icons, in order to maintain simplicity and consistency, and to complete the design of high-fidelity prototypes more efficiently within a limited time, the author directly applied the icons in the icon library of material design. App icons and system icons are shown in Figure 6.9.

Figure 6.9 App and system icons

6.4.6 Visual elements According to the sketch mentioned at the beginning of this chapter, based on this analysis, the author selected a type of geometric visual effect as a reference for all visual elements. Compared with other visual styles, Based on the results of analysis, from the perspective of the author, its advantages are suitable for users of all ages, can express content intuitively and can be consistent with the simple style of the entire user interface of application. The author first designed the visual outcomes of the seven challenges based on Survey analysis results, after that, the author designed different virtual characters according to the functions and elements required by the app, including different marine creatures (here for convenience, these creatures are all called fish, e.g., the whale from the visual outcome is not a fish). In terms of function, including the initial starting background, the difference between different levels and other details of the design, see Figure 6.10.

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Figure 6.10 Visual elements

6.5 Final result of prototyping

Due to the limited time of the project, the author cannot design all the details of the application interface of the high-fidelity prototype. Therefore, a part of the templates provided by the MockingBot software (such as reminder time settings, dialog boxes, and text boxes) are used in the interface that emphasizes functionality. After using these templates, the author conducted a regularity and uniformity check to ensure that these templates meet the design rules of Material Design and the coordination with other design elements of the project. Figure 6.11 shows the main system interface of the high-fidelity prototype, from left to right: login interface, main interface, settings interface, achievement/data viewing interface. Figure 6.12 shows the prototype challenge system interface, from left to right: challenge list interface, challenge interface, reminder setting interface. Figure 6.13 shows the prototype community social interface, from left to right: community update interface, community user ranking interface, and find friends/team interface.

Figure 6.11 Main system interface

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Figure 6.12 Challenge system interface

Figure 6.13 Community social interface

In terms of physical products, in order to provide channels for the tenants of the apartment to know and download this mobile application, the author designed the QR code download link sticker as shown in Figure 6.14. This sticker can be distributed and deployed by stakeholder Växjöbostäder and posted on Next to the apartment’s water facilities such as washbasin and sink, which is convenient for users to notice the stickers when using water and download to use the application.

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Figure 6.14 QR code sticker

In order to more clearly explain the flow of users using the application, the author has created a flow chart of the user use process shown in Figure 6.15. Tenants with unsustainable water using habits in the apartment can download the application by scanning the QR code, log in to the housing account to select the challenge, and finally complete the challenge, share the progress in the community where the apartment is located. As the challenge continues to be completed, the level of the virtual character is also increasing, and users are gradually changing their habits. At the same time, users can also review their achievements, as well as view rankings or team up with friends, and finally get sustainable new water-using habits.

Figure 6.15 The process of using the application

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6.6 Focus group & analysis

After the high-fidelity prototype was completed, the author invited three participants to conduct a focus group (two tenants living in the Växjöbostäder apartment, one of the tenants is a designer and a professional UI designer from a Chinese internet company). As this focus group is the last analysis method that exists in this article, at the same time, due to time constraints, this process was designed to be relatively short, but it as strong support still leaves the author with a lot of room for improvement and reflection. The focus group is conducted in face-to-face group discussions (with tenants) and online videos (with UI designers) at the same time to make sure all participants can communicate simultaneously. The main purpose of this focus group is to analyze and share the opinions, feelings, and attitudes of high-fidelity prototypes and final results from the different perspectives (mainly the user perspective) through participants also identifying the limitations and defects at the current stage to help possible future improvements. During the group discussion, the author as the moderator first introduced the background and purpose of the entire project, as well as the research questions. At the same time, the basic functions of the designed application are introduced, and then, the author shares the Android phone with the "Drops" high-fidelity prototype to the participants to simulate the user’s use in a real environment. As a supplement, the author also shared a sketch in the high-fidelity prototype stage as part of a discussion of visual elements and functions. Before the discussion, the author proposes to divide the content of the discussion into visual elements, functions, systems, sustainability, ethics, and other categories, and encourage users to discuss on this basis. The analysis results discussed and some possible improvements are shown in Table 6.7.

Aspects Feedbacks Possibilities

Visual elements - Information is mostly represented by pictures, which are concise and easy to understand

- The shape of water drops and fish is more like an iceberg

- The water in the fish tank makes people think that it is water consumption rather than water saving

- Community interface information is a bit confusing

- Fish selection, you can choose native Swedish fish as characters

- Change the lines of visual elements to be softer / increase the number of sides of the geometry

- Add process and text description to the app

- Improve community interface layout

Functions - The challenge covers almost all household water activities

- Multiplayer mode can attract more users and urge each other

- The correlation between water consumption and water consumption habits is not strong, users are not sure whether their habits have been

- Re-research on gamification to enhance the connection of habitual elements

- Improve the operation mechanism of gamified elements to avoid cheating (such as mandatory time to complete the challenge)

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successfully changed - There is a possibility of cheating - The reward mechanism is weak

Systems - Lack of connection with local government departments, all information is owned by the housing company

- In cooperation with the local government, adding information and tips from relevant government departments in the application

- Add the function of news to show the latest local water policy adjustment

Sustainability - If the user’s acceptance/satisfaction with the application is not high, can the project continue, and is the company willing to continue to invest?

- Does it have a sustainable impact on user behavior changes?

- Invite experts from business and other fields to form a team to reanalyze and redesign the project

- Improve the gamification mechanism and increase the proportion of elements (history, achievements, tips) that give users long-term sustainable thinking

Ethics - Users are reluctant to share information that is too detailed, such as specific water consumption time and address

- Try the possibility of a system that allows anonymous user interaction

Others - Need to consider the differences between different cultural traditions, water usage habits may be very different

- Unable to reach users who lack mobile phones

- Follow up the versions of different countries and regions to promote localized customization in different regions

Table 6.7 Focus group results and possible improvements

6.7 Discussion of the final outcome

Different from the results of the focus group, from the author’s point of view, the discussion in this part mainly focuses on the entire design project process and is divided into two parts: Limitation of the design and the evaluation of final design with theories and methods.

6.7.1 Limitation of the design In this section, the author uses a table in order to clearly show the different limitations, as there are many design elements and processes in this chapter, see Table 6.8.

Process Limitations

Mobile sitemap After the later project changes, the previous version cannot be updated in time

Low fidelity prototype Insufficient professional skills in interaction design, and because of the limitations of the prototype software Adobe XD, the expected animation transition effect cannot be completed

Usability testing Time is limited, the number of people participating in the test is too

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small, the number of tests is not enough, and the degree of improvement of the low-fidelity prototype is limited

High fidelity prototyping - Limited time, unable to complete the design of all pages, only completed the main functional interface.

- Due to the limitation of the MockingBot program, when testing the prototype on the actual device, the originally designed animation effect is stuck, and the transition effect of the animation cannot be tested, and the sound element cannot be added at the same time.

- Lack of thinking and adaptation for people with disabilities, lack of adaptive dark mode for night

Focus group Time is limited, the number of participants is too small, only one discussion was held, and the degree of improvement of the high-fidelity prototype and the entire project is limited Table 6.8 Limitation of the design through the process

6.7.2 Evaluate the final design with the theories and methods Figure 6.16 shows the position of the function and goal of the design project with the theory and method. From the perspective of the level of design intervention, the design is between Eco-Feedback and Eco-Spur. At the same time, the author starts with extrinsic motivation and looks for valuable gamified design elements to integrate into the design. In terms of design-making power, the design is more biased towards the user than the design of products, services, and systems.

Figure 6.16 Position the design project functions with theories and methods

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In order to further explain the feedback between the design elements and the theories and methods used by the author, Table 6.9 was made, which elaborated various theories, methods, and data that provide support for the various functions/elements of the design outcome.

Design elements Supported methods/data Supported theories

Scan QR code/login with housing account

3.16.2 Ethical implications of applying UXD 3.17 Product-Service System Design for Sustainability 3.18 Business model canvas

N/A

Settings/logout/language 3.16.1 Ethical implications of applying DfSB 3.16.2 Ethical implications of applying UXD

N/A

Challenges 5.2 Benchmarking 5.3 Survey

2.1 Design Behavior Intervention Model (DBIM) 2.2 The role of motivation in behavior change 2.3.2 Gamification

Virtual characters 4.5 Concept selection results 2.2 The role of motivation in behavior change 2.3.2 Gamification

Level up system 4.5 Concept selection results 2.2 The role of motivation in behavior change 2.3.2 Gamification

Tips 3.17 Product-Service System Design for Sustainability 5.1 Interview 5.3 Survey

2.4 Design for sustainable behavior (DfSB)

Reminder 4.5 Concept selection results 2.4 Design for sustainable behavior (DfSB)

Community share 3.17 Product-Service System Design for Sustainability 4.5 Concept selection results 5.2 Benchmarking

2.4 Design for sustainable behavior (DfSB)

Ranking and team 4.5 Concept selection results

2.2 The role of motivation in behavior change 2.3.2 Gamification

Review achievements 4.5 Concept selection results 5.2 Benchmarking

2.2 The role of motivation in behavior change 2.3.2 Gamification

Table 6.9 Theories, methods and data support the design outcome

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Figure 6.17 shows the positioning and connection of the design project in the overall project process scale. The author's design, as a supplement to the limitations of existing solutions, provides a solution to the gap between the system and behavior from the system level to a certain extent. The process of the entire project begins with the definition process of problem-solving, finds the cause of the problem, and explores theories and methods, and obtains a solution. In this process, the design outcome can provide feedback on the sustainable development of the system and user habits that appeared in the previous steps and bridge the gap. To some extent, the entire design process of the project is also sustainable.

Figure 6.17 Position the design project in the whole project process

7. Summary and Discussion

7.1 Discussion

The project started with the phenomenon of water wastage of tenants in the local housing company Växjöbostäder, and analyzed the possible gaps among the municipal water supply system, that is, the lack of interaction and reflection between the user’s actual water use behavior and the water service/charging system. After investigating the existing solutions, the author found that the current measures (installing water meters and water-saving devices, renovating apartments) cannot effectively solve the problem in a short term. Therefore, it is necessary to find a more effective solution. The entire project is carried out based on the bridging of existing gaps between the user and the system. Based on the methodology of action research, three cycles: the concept formation, design process, and evaluation and reflection are carried out and finally got the design outcome. The unique point of this project is to analyze from the system level and design on this basis. The “Drops” designed by the author is an application based on mobile platforms that develop sustainable water-using habits. The application associates gamification motivation mechanisms, behavioral habit interventions, community social sharing, and the process of using the application with the user’s actual behavior, promotes the formation of user sustainable behavior, and inspires users to a sustainable

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society thinking. Analyze from the results of benchmarking, there are already some applications on the market that are used to help users change behavioral habits. However, in order to achieve large-scale promotion and universal use, there is often a lack of connection with real systems, that is, staying at the user's level for interaction, without actual projects and phenomena as the basis (relatively independent). The user's consideration of the interaction between the app and the real system and life is a blank in the current field. The “Drops” application is dedicated to filling the gaps in this area, starting with the actual specific phenomena and providing solutions for specific users to solve system-level problems. From the perspective of the housing company, through the reasonable collection and analysis of the background user data of the “Drops” application, it can help the company find out the apartment areas that consume relatively more water. According to the actual water usage differences, the company can set the priority of installing personal water meters, water-saving devices, and renovating apartments, which improves the company’s service operational efficiency. From an ecologically sustainable point of view, changing the behavior and saving water through mobile applications can avoid or reduce the release of potential physical products (such as personal water meters, water-saving devices) while achieving the same or similar effects, which results in better environmental sustainability. At the same time, the concept and influence of the housing company will be embedded in personal interactions and advocated to guide sustainable behavior habits. Through the promotion of applications, compared with competitors, it has also increased the influence and competitiveness of housing companies. At the system level, the "Drops" application connects municipal departments, housing companies, and individual users. Different stakeholders can interact and improve through the application and bridge the gaps between communications. In the long run, the project has made attempts at the level of system and user intervention in the field of mobile applications, providing a reference for future projects involving this field. At the same time, it can promote the sustainable development of the Swedish municipal water supply system.

7.2 Limitations

In the early stage of concept development, one of the main limitations was the lack of contact with one of the possible stakeholders (Växjöbostäder). The team tried to get in touch and have an interview with the head of the relevant energy management department of Växjöbostäder. However, for various reasons, the team only communicated effectively through email once. Therefore, during the design process, the team paid less attention to the company’s direction, and could not understand the company’s specific needs and attitudes towards the project in real-time. As a result, in the final analysis, and feedback phase of the project, there is a lack of strong support for the company level’s perspective. Another possible limitation comes from the company itself. The main stakeholders of this project, housing companies are constrained by costs, and water expenses do not account for much of the housing company’s total energy expenditures. Apart from sustainability considerations, the return from deploying the “Drops” application (reduction of water bills and related energy expenditures) is relatively small. As a result, companies may often not be able to make large-scale investments and other resource-intensive solutions, which poses challenges for application maintenance, upgrades, and data analysis investment. Second, in the systematic positioning of this project, the housing company is the bridge connecting the end-user and the water supply department, but due to the volume of the housing company, the company needs effectively promote the project and play a connecting role

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(cooperate with the government, provide water supply policy news, etc.). Therefore, the influence and promotion of the entire water supply system industry from the company may not meet expectations.

In terms of the research on the driving force of sustainable behavioral interventions, the relevant fields of the project are in a blank state, so the available experience and cases are relatively limited. The author used a combination of behavioral intervention theory for physical products and UXD interactive changes to conceive. Also, the final design result also stays in the stage that has not yet reached the actual application. Because it is difficult to compare and analyze similar products and design results, it is difficult to accurately assess the actual use of the project results.

The last major limitation is the limitation of the project itself, including time limitation and personnel limitation. Due to the limited project time and the sudden Covid-19 outbreak in the middle of the project, it caused some inconvenience to the progress of the project (for details about the limitations of the design process, see section 6.7.1. The team was unable to conduct multiple effective interviews with all stakeholders to obtain more detailed background information. At the same time, in the focus group of the feedback stage, the author cannot invite all stakeholders to participate in the discussion. Because the project must be completed by a single person, in some professional fields (such as UXD and logic programming), the author cannot work closely with the relevant experts for the entire length of the project, nor can he work with people from other professional fields (e.g., business and engineering) to form a team to do the co-creation together. At the same time, the author must self-learn and master some unfamiliar skills or adopt new or creative ways to research, develop, and demonstrate the value of the project. These restrictions affect the final outcome of the project to some extent.

7.3 Possibilities

Based on the limitations mentioned above, the author proposes a list of needs for improvement and management, see Table 7.1. These contents combine the results obtained by the author in the risk analysis.

Needs for managing: Needs for development:

- App and server maintenance - Data collection & analysis - Marketing - Project management

- App UXD - App front-end / back-end development - Platform strategy - Re-research based on theories - Continue focus groups with more

stakeholders Table 7.1 Possibilities for improvements

7.3.1 Possible future developments with housing companies and tenants One of the possibilities is to invite more tenants to focus groups with the housing company to determine whether the current model of interaction requires further intervention (such as whether the users voluntarily download the app or recommend/force them when starting housing contracts, and how to download it). At the same time, by inviting more tenants to participate in the application test,

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through multiple rounds of testing to evaluate the feasibility of some application element details (points and level up system, ranking system, etc.) and make improvements, enable these elements to motivate tenants to change their behavior in a more acceptable way. Increasing the company's participation is one of the ideas mentioned during the brainstorming process. In the concept selection process, it was not presented in the solution because of the feasibility of the project and the lack of contact with the company. In future developments, housing companies could consider introducing an entity reward mechanism to promote users' external motivations, which is linked to monthly water bills. At the same time, a social innovation model both engaged tenants and housing companies can be established. Tenants can make comments and suggestions on energy consumption and strategies of housing companies through the application, and housing companies can provide feedback by collecting and analyzing these data. This allows both to participate in improving sustainable systems. In the future, this scheme of sustainable behavioral intervention through digital user experience design can even be extended to other energy consumption areas (electricity, heating, etc.) that require behavioral changes. At the same time, not only Växjöbostäder, but other Swedish housing companies can also use this app to work with local tenants and municipalities to become part of a sustainable system.

7.3.2 The potential globally impact of the solution In the first chapter of this article, the author mentioned the current situation of Sweden's water service system and the problems with water bills, and made corresponding localized solutions. On a global scale, compared to Sweden’s water service system, there are huge differences between regions. According to the report of Global Water Intelligence (2016), water bills in some areas (Portland, USA) are as high as SEK 73.5, which is three times the average water bills in Sweden. In some regions (Mexico City), the water bill burden rate (water bills accounts for total living expenses) is close to 4%, much higher than the world average. Therefore, if this digital user experience design intervention solution is promoted in different regions, it must be adapted to local conditions. In areas with high water bills and high water bill burden rates, the impact of external motivation intervention (related to expenditure) should be increased. In contrast, in areas with low water bills and low water bill burden rates, more consideration should be given to intrinsically motivated interventions (emphasis on sustainable lifestyles and thinking). At the same time, the uniqueness of different countries should be considered (local policies, the size of the community, the mode of renting or housing, the government’s legal provisions, the sustainable pursuit and degree of users, etc.). Customize unique application versions (e.g., using local native fish as the design element of the character) while fully understanding cultural differences and living habits. Under the trend of globalization, a cross-platform and cross-regional innovation community can also be established based on connecting different versions of applications. Users, housing companies, and other stakeholders from different regions of the world can use this platform to discuss ideas and future together to obtain sustainable water, energy, and lifestyle development.

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9. Appendix

Appendix 9.1

Växjöbostäder water consumption statistics 2019 Property Area

(m2) Water consumption

(m3) m3 water per m2 Individual metering

and billing Alabastern 1 9407 14933 1.59 Yes Alabastern 2 8880 14096 1.59 Yes Alabastern 3 (höghus) 3305 4870 1.47 Yes Alabastern 3 (Tallgården) 1674 2066 1.23 No Alabastern 4 6208 7659 1.23 Yes Ansgarius 15 16689 4109 0.25 No Arken 1 5552 3277 0.59 No Arken 1 (BUP) 2784 845 0.30 No Aspen 14 (Borgmästaren) 4499 3881 0.86 No Aspen 14 nya 717 618 0.86 Yes Baggen 8 1428 1979 1.39 No Blåsbälgen 1 1733 2015 1.16 No Blåsbälgen 1 (Bågen) 2670 2635 0.99 No Blåsbälgen 1 (nya) 3115 3396 1.09 Yes Bommen 1 1789 1769 0.99 No Bonden 1 2074 2999 1.45 No Docenten 1 6961 8135 1.17 Yes Domprostemossen 2 7300 6553 0.90 No Drotsen 2 252 193 0.77 No Eko 1 2979 4148 1.39 No Elden Norra 10 252 128 0.51 No Elden Norra 14 415 649 1.56 No Elden Norra 5 3008 3344 1.11 No Elden Södra 16 4427 3837 0.87 No Forskaren 1 6077 8491 1.40 No Forskaren 3 4565 6118 1.34 No Fortuna 21 215 190 0.89 No Fortuna 22 275 375 1.36 No Frigg 1-8 720 839 1.17 Yes Gasklockan 2 2536 2486 0.98 Yes Gnejsen 3 9610 14381 1.50 No Golfbollen 1 2815 3016 1.07 Yes Graniten 1 10604 17914 1.69 No Gärdet 10 276 372 1.35 No Gärdet 11 196 173 0.88 No Hagalyckan 3 387 511 1.32 No

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Harven 1 2854 5077 1.78 No Herresalen 1 272 300 1.10 No Hovs skola 1 365 1139 3.12 No Hovs skola 3 9049 10106 1.12 No Hovskulle 2 5190 6265 1.21 No Hovskulle 3 3982 4806 1.21 No Hästhagen 1 19919 33768 1.70 No Jätten 6 311 339 1.09 No Kampagården 2 1803 1912 1.06 Yes Kråkan 1 12566 30910 2.46 No Kråkan 2 11490 17616 1.53 No Kråkan 3 9762 17161 1.76 No Kräftan 10 3745 3877 1.04 No Kräftan 8 2258 2658 1.18 No Körsbäret 1 5987 7279 1.22 Yes Lassaskog 3+4 13982 24706 1.77 No Lassaskog 5 8174 5325 0.65 No Lejonet 4 2894 1740 0.60 No Lekamensgärdet 1 11616 11538 0.99 Yes Leoparden 7 836 912 1.09 No Liden 1 och 2 285 752 2.64 No Liljeholmen 1 (fd.Stg 2079) 76 5 0.06 No Liljeholmen 1 1722 2085 1.21 Yes Lyan 1 21796 42303 1.94 No Lyckanshöjd 1 669 117 0.18 No Minnet 9 4800 5007 1.04 Yes Myran 7 2563 1675 0.65 No Mörner 7 1150 908 0.79 Yes Nornan 1-4 352 288 0.82 Yes Nyelund 1 6408 9411 1.47 No Oden 1-5 440 337 0.77 Yes Passet 2 5047 5085 1.01 Yes Pilgrimen 2 4075 3459 0.85 Yes Portvakten 1 11230 10512 0.94 Yes Portvakten 4 9367 9619 1.03 Yes Päronet 1 5812 17069 2.94 No Reningsverket 2 1901 1647 0.87 Yes Ringsberg 1 3467 3643 1.05 No Rom 1 2137 1681 0.79 No Romalyckan 1 21734 34640 1.59 No Rubinen 1 476 182 0.38 No Rubinen 2 411 882 2.14 No Rubinen 3 476 167 0.35 No Sandstenen 3 8725 13054 1.50 No

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Själakoret 2 474 328 0.69 No Själakoret 3 7010 9471 1.35 No Själakoret 4 8340 12307 1.48 No Själakoret 5 8423 10989 1.30 No Själakoret 6 6284 8197 1.30 No Skiffern 3 6533 8723 1.34 No Skärvet 7 4614 2767 0.60 Yes Slottsstaden 2 10973 16979 1.55 No Slåttern 1 1699 3023 1.78 No Sländan 12 788 606 0.77 No Snälltåget 1 938 2360 2.52 No Solberget 1 3789 3910 1.03 No Solhjulet 1 2074 2531 1.22 No Sommarslöjan 526 602 1.14 Yes Spinnaren 1 4152 4561 1.10 No Spinnaren 2 1471 1947 1.32 No Spinnaren 3 1278 988 0.77 No St. Annae Gärde 2 2005 2429 1.21 No Stenbock 12 1321 136 0.10 No Stockholm 1 4590 4962 1.08 No Styrbjörn 10 184 362 1.97 No Styrbjörn 11 184 116 0.63 No Styrbjörn 9 184 467 2.54 No Städet 3 571 75 0.13 No Sågverket 2 4150 4665 1.12 No Tegelvalvet 1 4159 3025 0.73 Yes Tegen 1 2937 4247 1.45 No Tofslärkan 1 3806 8214 2.16 No Tor 1 1799 1644 0.91 Yes Trapphuset 1 6348 11556 1.82 Yes Trädan 29 6987 5973 0.85 No Tuvan 1 992 272 0.27 No Tåget 3 2950 3940 1.34 No Täljstenen 2 1828 153 0.08 No Täljstenen 3 11736 23236 1.98 No Täljstenen 5 11363 22499 1.98 No Täljstenen 6 6696 14383 2.15 No Täppan 1 12773 16561 1.30 No Täppan nya 2840 3683 1.30 Yes Universitetet 3 15204 22215 1.46 No Vale 11 360 405 1.12 No Vallan 1 1819 2469 1.36 Yes Vallen Norra 1 4422 5078 1.15 Yes Vallen Södra 1 570 514 0.90 Yes

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Varpen 2 639 388 0.61 No Varpen 3 1307 1202 0.92 No Vedermödan 2 8101 5704 0.70 No Viken 4 780 744 0.95 No Väderkvarnen 1 5208 6682 1.28 No Västervik 1 4513 3802 0.84 Yes Vävaren 2 5302 6055 1.14 No Ångvisslan 1 627 730 1.16 No Älvkvarnen 1 3348 4373 1.31 No Äpplet 1 2992 4810 1.61 Yes Äpplet 2 9432 7310 0.78 No Östregård 1 5005 7567 1.51 No 607957 807894 1.19 136

Appendix 9.2

Interview Notes with Joakim Sjöblom and Ingrid Palmblad from Växjö Wastewater Treatment Plant 2020/2/4 ● The wastewater plant has the limitation that it delivers the water to the residential area, measures it, sends the bill and back. The plant does not charge each of the persons. ● For the whole water distribution and recycle system, there are housing companies between users and the water plant. ● It is proven in the water plant’s research that statistically that those apartments that the plant only measure from the water meter for all the people consume more water per person than where people charged water separately in houses. ● Especially in the southeast and these two summers (2018 and 2019) that have been kind of stress-tested the water plant system. ● Ingrid noticed water awareness has become increasingly popular, the related organization could work much more with it than they have. ● For the municipality and water plant, it is safer to have less of the usage of water. ● The municipality did a campaign called Water Smart to raise peoples’ awareness to save water especially the rainwater and drinking water. ● Joakim argued that one of the common problems is that in Sweden, the water is very cheap, so it doesn't cost so much to water your garden. ● Some education activities to the children mainly focus on global water issues but not domestic ones. ● Water shortage is not really the biggest problem. Joakim said from the perspective of the wastewater treatment plant, they are more focused on the energy consumption during recycling, purification, and transportation of water resources. ● In 10 years the water consumption that a people use per day reduced from 180 liters to 140 liters. Joakim said the main reason maybe because of the update of water-saving facilities, and it is not certain whether it is because of the increase in people's awareness of water-saving. ● There is no typical water-saving strategy in the Växjö municipality.

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● Because of the limitation of the water distribution system, the drinking water has been used to flush the toilet. ● In Växjö, most water is used for housing, compared with other sectors.

Appendix 9.3

Interview Notes with Linus Kallio from Växjö Municipality 2020/2/17 ● It is hard to calculate water consumption for each person, the average usage of a household is 150 cubic meters of water per year. ● The municipality will meter the water consumption of property owners, but not the tenants living in apartments. ● For apartments, the housing company (property owner) can set their own individual meters for each room, but anyhow they have a big meter from the municipality that calculates all water consumptions. ● If a person owns his/her property, the water consumption usually goes down gradually.、 ● If a property owner is actually going to put individual metering, the municipality usually sees a rapid decline in water usage. ● Some calculations show the average water usage per person living in apartments, it is above the average. ● Generally, water consumption is a little bit higher in apartments in university than in other places. ● The possible reason why the housing company (property owner) does not want to put the individual meter in the university properties is that there is an added cost on rent. ● Installing an individual meter cost around 1100 Swedish Kr that's approved by all the instances. Not including plumbing, server, system for collecting and saving the data. ● Meter needs to be changed every 10 years according to law. ● Water consumption is more related to individual behavior ● Water is really cheap. The way the municipality encourages people to use less water is to have a cost on water. ● It is much more usual for heating or electricity to put individual metering because it is much more expensive to use than water. ● The municipality has some ideas for changing the water fee payment structure in the future ● Linus thinks in the upcoming 5-10 years might have a big revolution about water usage, individual metering will search its way into every apartment.

Appendix 9.4

Water Management Survey

1. What kind of residential do you live in? - Short-term rental apartment (less than one year)

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- Long-term rental apartment (one year or more) - Personal owned apartment - Single-family house

2. Do you know how much water you consume each month?

- Yes - No

3. Does the amount of water use affect your monthly bills?

- Yes - No

4. Where do you usually use more water?

- Personal cleaning (bath, face, hands) - Daily drink - Room cleaning - Kitchen usage (washing dishes, vegetables, etc.) - Toilet usage - Laundry usage

5. Do you manage water usage?

- Rarely or sometimes (Skip to question 6) - Often or always (Skip to question 7)

6. What are the influencing factors?

- I do not have suitable water-saving equipment - I do not know how much water is used - My water bill is not affected by the amount of water consumption - I didn't think about it when I use water - Personal living habits - Not aware of additional costs (such as electricity for heating water)

7. What is your motivation?

- I use water-saving equipment - Sustainable lifestyle - Water-saving education from home, school or media - My water bill is affected by the amount of water consumption - I receive specific figures for my water consumption - Additional costs (such as electricity for heating water)

8. If you can choose, which way of water management would you use to achieve a more sustainable life?

- Install water-saving facilities / equipment - Pay individual water bills - Install a water meter to remind me how much water I used - Change my water-using habits

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9. What other problems do you encounter in using water in daily life?

Short-answer text ______________________________________

Appendix 9.5

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What other problems do you encounter in using water in daily life?

- Water consumption should be controlled to have a sustainable community. The pressure of the water in the pipelines can play a significant role towards a sustainable water usage. By putting a constant pressure for the maximum pressure inside the pipelines we can control it and have sustainable water usage habits.

- Taps in my flat are all broken and I have to recheck after closing them to see if they are leaking.

- Inefficient water design in the house - A problem is that it’s quite difficult to keep me aware of water use for the environment while

my water cost is already included in monthly accommodation fees. - I saw people leaving water pouring for a while before they put some in their glass to drink,

because it's uncertain when the water is clear enough for drinking. So I think several glasses of water are being used for getting to drink one.

- While showering and dishwashing by hand. - If a ppl owns a house, usually we have a water tank and some resources from underground. It's

kinda a self sufficient solution, doesn't involve the municipality. 

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Appendix 9.6

Appendix 9.7

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Appendix 9.8

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Appendix 9.9

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