A Service Development Process Framework for Services Including People with Disabilities

Fábio Evangelista Santana
Technical University of Kaiserslautern - Institute for Technology and Work, Germany / Santa Catarina Federal Institute, Brazil / Federal University of Santa Catarina, Brazil

Luiz Lopes Lemos Júnior
Santa Catarina Federal Institute, Brazil

Ivo Rodrigues Montanha Junior
Catarinense Federal Institute, Brazil

Marcelo Gitirana Gomes Ferreira
Santa Catarina State University, Brazil

Fernando Antônio Forcellini
Federal University of Santa Catarina, Brazil

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Ingår i: Service Design Geographies. Proceedings of the ServDes.2016 Conference

Linköping Electronic Conference Proceedings 125:33, s. 403-414

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Publicerad: 2016-05-17

ISBN: 978-91-7685-738-0

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


The service sector participation has become increasingly representative in the world economy. Thus, it becomes necessary to invest in research related to processes for the proper development of these services, starting from reference processes, represented by models. Its importance is emphasized even more in multidisciplinary areas, such as the Assistive Technology. To contribute in this sense, this paper has as a main objective to develop a framework for the services development process for People with Disabilities. The two main methodologies used were the exploratory research, for the literature review, and the theoretical and conceptual approach, to obtain the framework. The framework presented as a result was developed based on existing models, the elements of the Service- System, Assistive Technology-System and on the principles of Universal Design. From the framework, it is expected to obtain reference models for the services development process for People with Disabilities.


Service Development Process, Assistive Technology, People with Disabilities, Universal Design


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