Abstract
Service design is assuming a strategic role in contemporary society. From a design for inclusion perspective, this paper tries to outline a theoretical reflection based on the assumption that describes the possibility to identify four categories for understanding how service design and inclusive design can establish a relationship, i.e. (i) inclusive service design; (ii) design for inclusive services; (iii) service design for inclusion; (iv) inclusive design for service design. After a systematic literature review, the authors provide theoretical case studies from deliberately selected academic papers for each category. The result is the identification of a set of relationships between design for inclusion and service design to be studied in the inclusive design research field. Discussion and conclusions underline how these relationships can be helpful to practitioners in design and design researchers that would like to orient their activities understanding multiple ways of relating service design and design for inclusion.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Sangiorgi, D., Patrício, L., Fisk, R.: Designing for interdependence, participation and emergence in complex service systems. In: Sangiorgi, D., Prendiville, A. (eds.) Designing for Service: Key Issues and New Directions, pp. 49–64. Bloomsbury Publishing, London (2017)
Meroni, A., Sangiorgi, D.: Design for Services. Routledge, London (2011)
Sangiorgi, D., Prendiville, A. (eds.): Designing for Service: Key Issues and New Directions. Bloomsbury Publishing, London (2017)
Mager, B.: Service design as an emerging field. In: Miettinen, S., Koivisto, M. (eds.) Designing Services with Innovative Methods, pp. 28–43. University of Art and Design, Helsinki (2009)
Stickdorn, M., Schneider, J.: This is Service Design Thinking: Basics - Tools - Cases. BIS Publishers, Amsterdam (2011)
Stickdorn, M., Hormess, M.E., Lawrence, A., Schneider, J.: This is Service Design Doing. O’Reilly Media, Sebastapol (2018)
Blomkvist, J., Holmlid, S.: Service designers on including stakeholders in service prototyping. In: Proceedings of INCLUDE 2011 Conference, pp. 615–624. Helen Hamlyn Centre for Design, Royal College of Art, London (2011)
Fisk, R.P., Dean, A.M., Alkire, L., Joubert, A., Previte, J., Robertson, N., Rosenbaum, M.S.: Design for service inclusion: creating inclusive service systems by 2050. J. Serv. Manag. 29, 834–858 (2018)
Aceves-Gonzalez, C.: The application and development of inclusive service design in the context of a bus service. Doctoral dissertation (© Carlos Aceves Gonzalez) (2014)
Aceves-González, C., Cook, S., May, A.: Improving bus travel through inclusive service design. In: Soares, M.M., Rebelo, F. (eds.) Ergonomics in Design: Methods and Techniques, pp. 431–444. CRC Press, Boca Raton (2016)
Bue Lintho, O., Begnum, M.: Towards inclusive service design in the digital society: current practices and future recommendations. In: DS 91: Proceedings of NordDesign 2018, Linköping, Sweden, 14–17 August (2018)
Bridge, C.: Citizen centric service in the Australian department of human services: the department’s experience in engaging the community in co-design of government service delivery and developments in e-government services. Austr. J. Publ. Admin. 71, 167–177 (2012)
Darzentas, J.S., Darzentas, J.: Accessible self-service: a driver for innovation in service design. In: ServDes, 2014 Service Future, Proceedings of the fourth Service Design and Service Innovation Conference, Lancaster University, United Kingdom, 9–11 April 2014, pp. 143–153. Linköping University Electronic Press (2014)
Parker, C.J., May, A., Mitchell, V., Burrows, A.: Capturing volunteered information for inclusive service design: potential benefits and challenges. Des. J. 16(2), 197–218 (2013)
Nickpour, F., Jordan, P.W., Dong, H.: Inclusive bus travel: a psychosocial approach. In: Langdon, P., Clarkson, J., Robinson, P., Lazar, J., Heylighen, A. (eds.) Designing Inclusive Systems, pp. 13–22. Springer, London (2012)
Liu, Y.: Exploring the application of Inclusive Design to the improvement of healthcare services. Doctoral dissertation, University of Cambridge (2018)
Bue, O.L.: Inclusive service design: current practices and future recommendations-a contribution to ensuring service design methodology is flexible, sensitive and adaptable to wide user groups. Master’s thesis, NTNU (2017)
Lazar, J., Wentz, B., Akeley, C., Almuhim, M., Barmoy, S., Beavan, P., Beck, C., Blair, A., Bortz, A., Bradley, B., Carter, M., Crouch, D., Dehmer, G., Gorman, M., Gregory, C., Lanier, E., McIntee, A., Nelson Jr., R., Ritgert, D., Rogers Jr., R., Rosenwald, S., Sullivan, S., Wells, J., Willis, C., Wingo-Jones, K., Yatto, T.: Equal access to information? Evaluating the accessibility of public library web sites in the State of Maryland. In: Langdon, P., Clarkson, J., Robinson, P., Lazar, J., Heylighen, A. (eds.) Designing Inclusive Systems, pp. 185–194. Springer, London (2012)
Stewart, M., Reutter, L., Makwarimba, E., Veenstra, G., Love, R., Raphael, D.: Left out: perspectives on social exclusion and inclusion across income groups. Health Sociol. Rev. 17(1), 78–94 (2008)
Busciantella-Ricci, D., Rinaldi, A., Tosi, F.: Supporting inclusive approaches in service design with netnography. In: Di Bucchianico, G., (ed.) Advances in Design for Inclusion, International Conference on Applied Human Factors and Ergonomics, pp. 290–301. Springer, Cham (2018)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Busciantella-Ricci, D., Rizo-Corona, L., Aceves-Gonzalez, C. (2020). Exploring Boundaries and Synergies Between Inclusive Design and Service Design. In: Di Bucchianico, G., Shin, C., Shim, S., Fukuda, S., Montagna, G., Carvalho, C. (eds) Advances in Industrial Design. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1202. Springer, Cham. https://doi.org/10.1007/978-3-030-51194-4_8
Download citation
DOI: https://doi.org/10.1007/978-3-030-51194-4_8
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-51193-7
Online ISBN: 978-3-030-51194-4
eBook Packages: EngineeringEngineering (R0)