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dc.contributor.authorBegnum, Miriam Eileen Nes
dc.contributor.authorBue, Oda Lintho
dc.date.accessioned2021-10-28T11:13:05Z
dc.date.available2021-10-28T11:13:05Z
dc.date.created2021-08-19T14:24:48Z
dc.date.issued2021
dc.identifier.issn0302-9743
dc.identifier.urihttps://hdl.handle.net/11250/2826273
dc.description.abstractService 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.en_US
dc.language.isoengen_US
dc.publisherSpringeren_US
dc.titleAdvancing Inclusive Service Design: Defining, Evaluating and Creating Universally Designed Servicesen_US
dc.typePeer revieweden_US
dc.typeJournal articleen_US
dc.description.versionpublishedVersionen_US
dc.rights.holderThe published version of the article will not be available due to copyright restrictions by Elsevieren_US
dc.source.journalLecture Notes in Computer Science (LNCS)en_US
dc.identifier.doi10.1007/978-3-030-77431-8_2
dc.identifier.cristin1927350
cristin.ispublishedtrue
cristin.fulltextpostprint
cristin.qualitycode1


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