Accessible Self-Service: A Driver For Innovation in Service Design

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

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

Linköping Electronic Conference Proceedings 99:14, s. 143-153

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Publicerad: 2014-06-25

ISBN: 978-91-7519-280-2

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


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 ‘technology/person based’ ones. Such thinking moves beyond user interface and ergonomic design approaches for designing self-service technologies; to designing ‘smarter services’; 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.


self- services; accessibility; vulnerability; Design for All


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