Hosseini, Z., & Mehdizadeh, M. (2025). Inclusive Design Considerations and Strategies for Digital Services: An Educational Perspective. In A. Joshi, B. Patel, A. Iglesias, & J. Shin (Eds.), Information Systems for Intelligent Systems (Vol. 1254, pp. 29–39). Springer.
Abstract
The rapid growth of technology has facilitated increased mobility and diversity within societies. This diversity presents a significant challenge in achieving justice, fairness, and equality across various domains, necessitating a comprehensive understanding across multiple fields. In this context, the digitization of societies has made access to information and interaction with digital services indispensable, thereby highlighting the concept of inclusion in service design. This article provides a conceptual review of inclusion in digital service design through a pedagogical lens, introducing educational theories and principles aimed at enhancing inclusivity in digital service design. Some notable theories and principles discussed herein to increase digital service inclusiveness include constructivism, transformative learning theories, Bloom’s taxonomy, and deviations in learning styles. Additionally, this paper offers practical guidelines for considering inclusivity in digital services, comprising three key steps: inclusive services goal analysis, inclusive content production, and inclusive digital delivery. The significance of educational theories and principles in advancing inclusion is elucidated in each step. Despite the imperative nature of inclusive digital services for fostering justice and equity in society, their theoretical and practical frameworks remain nascent. Thus, further interdisciplinary studies, collaborative efforts, and practical applications are essential to comprehensively understand and implement inclusive digital service design.