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Advancing Inclusive Service Design: Defining, Evaluating and Creating Universally Designed Services

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Culture and Computing. Design Thinking and Cultural Computing (HCII 2021)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12795))

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Abstract

Service Design (SD) may be viewed as the merge of digital, intangible and physical touchpoints to form holistic user experiences. It is a fast-growing discipline; however, universal design (UD) awareness is lacking. At some point during their life, most people will experience a mental or physical condition that limits their capacity to perform certain tasks. As such, service designers should be able to address the needs of all users, contribute to social inclusion and facilitate maximized independent living abilities. This article explores how UD can be ensured in SD. The contributions are: 1) A working definition of a Universally Designed Service, 2) Generating and piloting two new SD methods to assess the UD of services in accordance with the working definition, and 3) Generating and piloting two new SD methods to promote inclusive user need insights and synthesis and consideration of both edge-case and mainstream needs in the design process. By demonstrating four inclusive service design methods and the usefulness of the proposed definition, this paper advances efforts to define, evaluate and create universally designed services.

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Acknowledgements

We thank all industry collaborators, the GGDO workshop participants, Ullensaker municipality, the Norwegian National Museum, service designers at Norwegian Labour and Welfare Administration, the eInclusion group at the Norwegian Computing Centre and finally, we thank and dedicate this paper to our pioneering service design students at NTNU Bch Interaction Design: André T. Lønvik, Angelika C. D. Kristiansen, Anja Nilssen, Bjørnar E. Bolneset, Brage Arntzen, Christian Ringlund, Christopher M. M. Cox, Emil Perry, Emily L. Tolleshaug, Fredrik Veland, Jan Johan E. Johansen, Jørgen Kjelgård, Kay A. Smådal, Lili L. Nguyen, Lisa F. Larsen, Ola N. Ellevold, Olav Z. Neprud, Oskar K. Skåden, Philip Hodne, Synne E. S. Leiknes, Thea C. Romsås, Tobias H. Jacobsen and Trym L. L. O. Røen.

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Authors and Affiliations

  1. Department of Design, Norwegian Labour and Welfare Administration, Fyrstikkalléen 1, 0661, Oslo, Norway

    Miriam E. N. Begnum

  2. Department of Design, NTNU, Teknologiveien 22, 2815, Gjøvik, Norway

    Miriam E. N. Begnum

  3. Department of Innovation and Digitalization, Ullensaker Municipality, 2051, Jessheim, Norway

    Oda Lintho Bue

Authors
  1. Miriam E. N. Begnum
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  2. Oda Lintho Bue
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Correspondence to Miriam E. N. Begnum .

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Editors and Affiliations

  1. Eindhoven University of Technology, Eindhoven, The Netherlands

    Matthias Rauterberg

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Begnum, M.E.N., Bue, O.L. (2021). Advancing Inclusive Service Design: Defining, Evaluating and Creating Universally Designed Services. In: Rauterberg, M. (eds) Culture and Computing. Design Thinking and Cultural Computing. HCII 2021. Lecture Notes in Computer Science(), vol 12795. Springer, Cham. https://doi.org/10.1007/978-3-030-77431-8_2

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  • DOI: https://doi.org/10.1007/978-3-030-77431-8_2

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