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Inclusive service design: in search of better services

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conference contribution
posted on 22.05.2015, 08:18 by Carlos Aceves-Gonzalez, Sharon Cook, Andrew May
Service Design focuses on designing services which are usable and desirable from the users’ perspective, and efficient and different from the organizations’ perspective. However, users are diverse and possess a variety of capabilities, needs, and desires, which presents specific challenges for Service Designers. Inclusive Design is an approach to designing products and services that addresses the needs of the widest possible audience, irrespective of age or ability. Draw upon these two approaches, this paper aims to present the concept of inclusive service design as an essential element in designing better services. The potential benefits of such an approach were explored through a series of qualitative studies of the bus service in Guadalajara, Mexico. Based upon the research, several advantages for service improvement were identified, drawn from the richness of data generated by younger and older customers, and the uniqueness of the information gained from them. Likewise, the value of the big picture data obtained from stakeholders. This information highlights areas where service designers can help reduce the gap between what service providers do and what a broad range of users expect or need.



  • Design

Published in

Advances in Human Factors and Ergonomics 2014 Proceedings of the 5th AHFE Conference 19-23 July 2014 Vol 18


Vol 18


10 - 19 (10)


ACEVES-GONZALEZ, C., COOK, S. and MAY, A., 2014. Inclusive service design: in search of better services. IN: Soares, M. and Rebelo, F. (eds.) Advances in Ergonomics In Design, Usability & Special Populations Part III. Advances in Human Factors and Ergonomics 2014 5th International Conference on Applied Human Factors and Ergonomics: Proceedings of the 5th AHFE Conference 19-23 July 2014, Krakow, Poland, pp. 10 - 19.


© AHFE Conference


AM (Accepted Manuscript)

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This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Publication date



This is a conference paper.






Krakow, Poland