Ergonomics and inclusive service design: Exploring possibilities for its application in a developing world city

Abstract

This study aimed to explore possibilities in applying Ergonomics and the Inclusive Service Design approach for evaluating and designing services more inclusive in a developing world city. The study comprised a series of evaluation workshops with staff members of two public services in Guadalajara, Mexico. A questionnaire was developed to collect opinions of 123 participants on the usefulness of this approach for improving the services in which they were working. Results suggest that participants considered Ergonomics and Inclusive service Design as useful tools to cover the needs of a broader number of users without neglecting the needs of people providing the service. However, the results also suggest that exist several financial and political obstacles to implementing this approach in that context. This paper argues the potential of Ergonomics and Inclusive Service Design for service improvement, especially in the context of less developed countries.