Inclusive Innovation Through Design for Services: A Service Ergonomics Perspective

This chapter focuses on the relationships between Ergonomics and innovation through design from a service perspective. The aim is to underline how design for elderly users can be a resource for finding inclusive innovations that can be exploited for all the service users. This work underlines how Design for Inclusion represents a design resource for designing inclusive services for all—elderly users included. We outline the value of the Design for Inclusion approach in Service Design as a catalyst for finding inclusive innovations. From this perspective, knowledge fields such as Ergonomics, fields of design knowledge such as Inclusive Design, Design for All, Universal Design and design disciplines such as design for services play a crucial role. Therefore, the first part will offer theoretical discussions on the relationships between Service Design and Design for Inclusion. The second part will discuss the Inclusive Service Design approach by reporting studies and research experiences for designing services that mainly consider the elderly user's perspective. The third part frames the Service Ergonomics concept. Finally, we discuss how Design for Inclusion, the Inclusive Service Design approaches and the Service Ergonomics concept can contribute to the aim of this book from a holistic, inclusive and disruptive perspective.