Supporting inclusive approaches in service design with netnography

Abstract

This work is a part of a wider research about the inclusion in the Sharing-Based Services conceptual framework. The research presented in this paper was driven from a reflection on the ability of this kind of services to be inclusive. The main objective was discovering design domains for inclusive Sharing-Based Services detecting problems, needs and peculiar cases of online communities engaged in these services. For this reason, the netnography method was adopted to conduct a qualitative research with the aim to gain insights about inclusion and exclusion concepts on selected online forums related to platform in the Sharing-Based Services conceptual framework. The research insights were reported in the paper and they were used as a first reflection to conceptualize five design domains for inclusive services.