Three perspectives on inclusive Service Design : user-centred, adaptive systems, and service logics

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 service