Towards a more inclusive service development process for the wider population

Fábio Evangelista Santana, Carlos Coimbra Cardoso, Marcelo Gitirana Gomes Ferreira, Márcio Fontana Catapan, Ivo Rodrigues Montanha Jr., Fernando Antônio Forcellini

    Research output: Contribution to journalArticleScientificpeer-review

    6 Citations (Scopus)


    This paper presents a new service development process model for transport services for the inclusion of wheelchair users. In line with the principles of Universal Design, the new model aims to develop services for the widest possible range of users, including people using wheelchairs. The model is based on existing models, case studies in Brazil and Germany, and complemented with specific support material regarding wheelchair users, ultimately devised to guide the development of services that include such users. The paper illustrates a demonstration of the model in a real situation in Germany, with the development of a service for wheelchair users where early consideration of their needs results in clear benefits.
    Original languageEnglish
    Pages (from-to)146-173
    Number of pages28
    JournalDesign Studies
    Publication statusPublished - 2018


    • service design
    • design model
    • innovation
    • user centred design
    • wheelchair users


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