Article | ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014 | Accessible Self-Service: A Driver For Innovation in Service Design
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Title:
Accessible Self-Service: A Driver For Innovation in Service Design
Author:
Jenny S. Darzentas: Department of Product and Systems Design Engineering, University of the Aegean, Greece John Darzentas: Department of Product and Systems Design Engineering, University of the Aegean, Greece
Download:
Full text (pdf)
Year:
2014
Conference:
ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Issue:
099
Article no.:
014
Pages:
143-153
No. of pages:
11
Publication type:
Abstract and Fulltext
Published:
2014-06-25
ISBN:
978-91-7519-280-2
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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Increasingly; services are being delivered via self-services technologies; where customers interact with technology; rather than the service provider. If the technology is not accessible; these self-services are unusable. Frustration and dissatisfaction make vulnerable customers abandon tasks or refuse to use these services. This paper takes the view that such cases should not be regarded as unfortunate or irrecoverable situations; but as opportunities for inspiring new types of services; including hybrid ‚Äėtechnology/person based‚Äô ones. Such thinking moves beyond user interface and ergonomic design approaches for designing self-service technologies; to designing ‚Äėsmarter services‚Äô; supporting customers in their use of self-service technologies; as well as better quality access to people-delivered services. Paradoxically; the latter services; involving organising visits to physical locations; present greater barriers for vulnerable customers. We argue that there is potential for greater engagement in the co-creation of services that; although inspired by vulnerable stakeholders; can be of value to all.

Keywords: self- services; accessibility; vulnerability; Design for All

ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Jenny S. Darzentas, John Darzentas
Title:
Accessible Self-Service: A Driver For Innovation in Service Design
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ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Author:
Jenny S. Darzentas, John Darzentas
Title:
Accessible Self-Service: A Driver For Innovation in Service Design
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