Sartori do Amaral, CarlaChamorro-Koc, MBeatson, ATuzovic, S2020-08-242020-08-242020High Tech and High Touch: The Future of Human Service Book of Abstracts. School of Advertising, Marketing and Public Relations QUT Business School Queensland University of Technology. 357-359. 2020http://hdl.handle.net/2292/52779Transformative service research (TSR), a priority in service research (L. Anderson & Ostrom, 2015), is concerned with a positive impact on well-being for all participants in service systems – both consumers and service providers (L. Anderson et al., 2013). Recent studies have positioned service design as key mindset to achieve TSR outcomes because of its human-centred, multidisciplinary and transformative approach (S. Anderson, Nasr, & Rayburn, 2018; Sangiorgi et al., 2019). Yet, research is lacking on how the adoption of a human-centred mindset can inform the design of transformative services. This paper presents preliminary findings of a qualitative study investigating the mobility experience of people with physical disabilities in Brisbane, Australia. The study employed critical-incident style interviews to provide participants with the opportunity to give their account of experiences about barriers and enablers to their mobility and how digitally-enabled services supported them. This study demonstrates how positioning consumers in the centre of the research enables participants to raise concerns about the issues impacting their well-being and, allow them to propose an agenda to transform their lives.Items in ResearchSpace are protected by copyright, with all rights reserved, unless otherwise indicated. Previously published items are made available in accordance with the copyright policy of the publisher.https://researchspace.auckland.ac.nz/docs/uoa-docs/rights.htmhttps://creativecommons.org/licenses/by-nc-sa/4.0/DesignService DesignTransformative Service ResearchVulnerable ConsumersConference ItemCopyright: The authorshttp://purl.org/eprint/accessRights/OpenAccess