A transformative design framework for online service delivery to enable self-determination

A large number of people are accessing services online every day, producing services independently, interacting with technology instead of a real person. Self-service Technologies (SSTs) are interfaces commonly used to enable users to exercise autonomous service delivery. However, when people’s self-determination is limited by external forces, their well-being is reduced. This problem is particularly evident in the context of online support services for people with a disability because they experience issues with interfaces that have disconnected services. Previous studies have identified strategies to use design as a tool to inform service delivery through SSTs. Yet, no specific guidelines are available on how to design service experiences that increase self-determination for users of SSTs. In addition, research shows that the daily commute of a person with physical impairments can be improved by technology. For this reason, the purpose of this PhD is to cocreate a Transformative Service Design (TSD)-based framework to inform the design of future online services that can enhance people’s well-being.