Abstract:
A large number of people are accessing services online every day,
producing services independently, interacting with technology
instead of a real person. Self-service Technologies (SSTs) are
interfaces commonly used to enable users to exercise autonomous
service delivery. However, when people’s self-determination is
limited by external forces, their well-being is reduced. This
problem is particularly evident in the context of online support
services for people with a disability because they experience issues
with interfaces that have disconnected services. Previous studies
have identified strategies to use design as a tool to inform service
delivery through SSTs. Yet, no specific guidelines are available on
how to design service experiences that increase self-determination
for users of SSTs. In addition, research shows that the daily
commute of a person with physical impairments can be improved
by technology [1]. For this reason, the purpose of this PhD is to cocreate a Transformative Service Design (TSD)-based framework to
inform the design of future online services that can enhance
people’s well-being.