The Application and Development of Inclusive Service Design in the Context of a Bus Service

Aceves González combines service design, inclusive design and human factors to examine a bus service as a multi-stakeholder system. The thesis develops an inclusive service approach and an inclusive service blueprint capable of visualising capability-demand gaps, touchpoints and priorities. Its EDI contribution is especially relevant to ageing, accessibility and participation in mobility services. It is a strong example of inclusion being addressed at service and system level rather than through a single product or interface.