2–5 February 2021


Long Paper

Three perspectives on inclusive service design: User-centred, adaptive systems, and service logics


Presenting Author(s): Yang Huan, Mattias Arvola, Stefan Holmlid
03 February 2021

Please be aware that multiple presentations will take place during this session commencing at 06:15PM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.

How do we design services that are inclusive and accessible to a wide variety of users (e.g. people with disabilities, of different ethnical backgrounds, of different genders)? Inclusive design has been extensively researched in product design and architecture, but less has been done in the area of service design. We will, in this conceptual paper, describe and discuss a plurality of perspectives on inclusive service design. The first perspective explores user-centred design and describes it as an umbrella covering a multitude of user groups. The second perspective takes an adaptive systems perspective to manage a variability in users.

The third perspective uses service logics to describe inclusive service design in terms of resource integration. The different perspectives also come with their own tensions. It is concluded that a plurality of perspectives can contribute to a rich understanding of how to approach inclusive and accessible design of services.

Europe (CET): 3rd February 2021 8:15 am to 9:00 am

US (EST): 3rd February 2021 2:15 am to 3:00 am

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Yang Huan
Yang Huan
Hangzhou Normal University

Ph.D. in Design, Yang Huan is an assistant professor in Design at the School of Fine Arts of Hangzhou Normal University in China and is responsible for the direction of interaction design and service design at the school. She used to work as an interaction designer at Tencent Technology (Shenzhen) Co., LTD and Arcsoft Multimedia Technology (Hangzhou) Co., LTD. Her research area covers interaction design, experience design, service design and inclusive design, with a particular focus on data-driven experience design and inclusive service design for urban residential areas in China. She is currently the director of media and experience design laboratory at the school and has been conducted and lectured at interaction design, service design and digital media design courses at the university.

Mattias Arvola
Mattias Arvola
Linköping University

Mattias Arvola is an associate professor in cognitive science with an interest in design. He works at Linköping University in Sweden. His research is positioned at the intersection of service design, interaction design, and cognitive science. In particular, he works with situated aspects of cognition where thinking is conceptualised as embodied action, within pragmatic, phenomenological, and socio-cultural traditions. He enjoys projects where he gets to put theories to work in design methods and in design practice.