Towards a more inclusive service development process for the wider population

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Towards a more inclusive service development process for the wider population

Journal Article (2018)

Author(s)

Fábio Evangelista Santana (Universidade Federal de Santa Catarina, Federal Institute of Santa Catarina, Technische Universität Kaiserslautern)

Carlos Coimbra Cardoso (TU Delft - OLD Design Theory and Methodology)

Marcelo Gitirana Gomes Ferreira (Santa Catarina State University)

Márcio Fontana Catapan (Universidade Federal do Paraná (UFPR))

Ivo Rodrigues Montanha Jr. (Catarinense Federal Institute)

Fernando Antônio Forcellini (Universidade Federal de Santa Catarina)

Research Group

OLD Design Theory and Methodology

Innovation Service design Design model User centred design Wheelchair users

DOI related publication

https://doi.org/10.1016/j.destud.2017.10.003

To reference this document use

https://resolver.tudelft.nl/uuid:03268093-eee2-4e21-9aa3-1607996e2c22

More Info

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Publication Year

2018

Language

English

Research Group

OLD Design Theory and Methodology

Journal title

Design Studies

Volume number

55

Pages (from-to)

146-173

Downloads counter

154

Abstract

This paper presents a new service development process model for transport services for the inclusion of wheelchair users. In line with the principles of Universal Design, the new model aims to develop services for the widest possible range of users, including people using wheelchairs. The model is based on existing models, case studies in Brazil and Germany, and complemented with specific support material regarding wheelchair users, ultimately devised to guide the development of services that include such users. The paper illustrates a demonstration of the model in a real situation in Germany, with the development of a service for wheelchair users where early consideration of their needs results in clear benefits.