How to apply service design thinking on designing accessibility apps: A case study of public transportation for the visually impaired

Abstract

Accessibility App programming consists of multiple technical utilizations and ease-of-use specifications. Many challenges were encountered when landing in complex contexts, making it difficult for traditional App designers to overcome. As a result, the success rate of the service and satisfaction stays stagnant after the App launches. This research takes the service design case “improving the public transportation for the visually impaired”, which received critical acclaims from service participants as the research subject. We explored service design as problem-solvingoriented innovative thinking and how it assists and improves the design process for App designers, thereby increasing the success rate of the overall service. This research presents the design process of service design integrated into accessibility Apps, the process and result of responding to related challenges. Subsequently, setting them as guidelines for App designers to follow while pointing out the integration of service design thinking can increase the integrity of accessibility apps. Keywords: accessibility Apps; service design; public transport; visually impaired