Inclusive Service Design: Current practices and future recommendations - A contribution to ensuring Service Design methodology is flexible, sensitive and adaptable to wide user groups.

Abstract

Service design as a design discipline experience a growing attention and development. The design approach does not have a clear definition yet, but are increasingly involved in many aspects in our society, from developing new services, re-designing exciting ones, or to investigate working environment. Norway is a lead county when is comes to the use of service design in public sector, as well as digitalization in society. Requirements for universal design is embedded in laws and regulations, while the inclusion of universal design aspects in service design is under-researched. This thesis aims to contribute to increase the awareness and knowledge regarding universal design expertise in service design methodology. An exploratory and qualitative approach have been used to gather information through literature and interview study. Aspects that have received attention are method usage, process and approach, mention or focus on universal design and which users that are included, and if there are any mention or focus on universal design in projects. The finding in the study are discussed and are background for suggestions to how universal design aspects can be embedded in the field of service design.