Designing ICT based services for intellectually disabled people

Abstract

The number of intellectually disabled people (ID) is significantly growing in Europe and worldwide. Increasing costs for healthcare and the individual’s desire to remain independent in their own homes requires new innovative solutions and services. This thesis analyses how a service design process and methods can be used to design ICT based services that empower intellectually disabled people to have hobbies, communicate, express themselves, and allow for a more independent and safer life. In particular, it develops new information on the use of service design methods for identifying ID people’s needs and co-designing ICT based services. The thesis consists out of four different conference papers that have been published and presented on internationally acknowledged conferences and are part of the European ITEA2 projects ‘Do-it-Yourself Smart Experiences’ and ‘Guarantee’.

First, a service design process map was developed to structure the thesis work into different sections. In the first chapter, a detailed literature study was conducted which indicated the importance of ICT technologies for creating opportunities for new service offerings in order to improve the quality of ID people’s life. Also it was noticed that only a few publications exist on how to involve ID in the research and design process of new service development.

The second chapter included a qualitative research that was carried out at Rinnekoti-Säätiö, a foundation for disabled people in Finland that produces healthcare and social services to municipalities. The research addressed the use of various service design methods to be able to identify the needs of ID. Besides explaining the suitability of the methods, also the needs and requirements for ICT based services were described. Interviews were considered useful for getting an understanding of the end users basic needs. Video observations, on the other hand, allowed users to show and tell what they are doing in their natural surroundings. The probe methodology, where end users could explain their needs and wishes by taking photos and writing diaries, gave real insights about the latent needs. The focus group allowed participants to influence services that are designed for them in an early phase.

In chapter 3, the service design methods for co-designing ICT based services for ID were addressed. Personas, scenario building, blueprinting, and the business model canvas were selected as co-design methods. First, different personas were created that represent the needs of the intellectually disabled people. Then, based on the personas, different kinds of scenarios were co-designed in a workshop to visualize potential ICT based service concepts. The method of blueprinting was used to identify the roles of various actors within a fall detection and assistance scenario in a smart home setting. A business model canvas was created to identify the business potential of an integrated easy music creation scenario. Finally, demos were developed based on the scenarios (easy music creation, social community) and a blueprint (home safety service).

With the right services it’s possible to increase the quality of life and safety of the group of ID. This thesis demonstrated how a service design process and methods can be used to design ICT based services that are meeting requirements on technical, functional, economical, and ethical level. Service design can when implemented correctly, result in optimal user driven service innovations that are business relevant.