Webinar 1 September: Services for All? Ensuring Universal Design

What is the best practice for ensuring services are usable for everyone? This webinar takes you through the four phases of a typical service design process and provides an overview of current opportunities and challenges in designing services for all.

Around 15-20% of people in our communities have a disability that affects their everyday lives. For this reason, current regulations emphasize universal design of built environments and ICT. However, what is the point of getting into the building if you cannot use the services within? What is the point of usable ICT in one step of the service journey, if the next step is inaccessible?

A service designer looks across the whole service journey – from start to finish – taking the users’ situated perspectives and experiences into account. A service is neither static nor tangible – instead, it is an experience that is created by the interaction between the user and service touchpoints. A service designer must take the users’ situated experiences and perspectives into account. But there are strong indications that current service design methods and tools do not sufficiently address the issue of universal design.

There is not one way to do service design and create services. Similarly, there are several ways to do inclusive service design, and create services for all users. For example, there are different approaches and methods to supporting edge case user research, as there are different techniques for inclusive co-creation workshops.

In this webinar, however, we will present and explain our working definition of a universally designed service: “A service is universally designed when it is usable by all people (to the greatest extent possible, without the need for adaptation or specialized design) through the selection of preferred touchpoints.”

Further, we look at methods that can help you evaluate whether your service fulfills this definition and can be labelled as universally designed. Four new and piloted methods for inclusive service design are presented; the Empathic Service Safari, the Inclusive Core Personas, the Touchpoint Accessibility Matrix, and the Service Accessibility Walkthrough.

This webinar is part of an initiative to promote universal service design, merge inclusive design traditions with service design practice and make sure that service designers help build societies in which everyone can take part.

Key take-aways:

  • General knowledge of challenges and opportunities for inclusive service design.
  • Understanding what it means for a service to be universally designed.
  • Specific knowledge of at least four methods to aid you in designing services for all.

Speaker: Miriam Eileen Nes Begnum

Begnum has 14 years’ experience in the field of universal design and holds a PhD in Universal Design of ICT from Norwegian University of Science and Technology. On service design, she is self-taught and has taught students about it since 2013. She has been promoting inclusive service design since 2016 and currently works at NAV's Design Section as a service design/universal design senior advisor.

The presentation will be held in English. 

When: 1th of September at 13:00 Swedish, Norwegian and Danish time and 14:00 Finnish time. The presentation will take 1-2 hours, depending on the speed desired by the live webinar audience.

Where: Webinar via Zoom

Sign up by sending an email to frida.sandberg@iaapnordic.org. Free of charge for members of IAAP Nordic. 500 SEK for non-members.