- 期刊
為人設計，與人設計：無障礙公共運輸服務設計的困境與突破
Design for People, Design with People: The Complexities and Breakouts of Service Design in Accessible Public Transportation
摘要
弱勢族群的公共運輸服務創新之所以困難，在於須滿足使用者易用性的同時，也不能折損利害關係人的權益；又須符合福利政策的比例與效益原則，在有限資源下提升弱勢族群的服務品質。公部門為快速回應社會需求，往往欠缺問題成因的追溯，直觀地以科技導向解決問題；沒有以使用者為中心設計的公共服務，易因缺乏易用性而遭致民怨，且無法實際解決使用者問題。本文以2019年科技部前瞻及應用科技司之「輔助視障者公車搭乘計畫」作為個案，研究服務設計作為策略工具，如何協助對應公共服務這類範圍模糊、無直觀解方的棘手問題？研究目的透過EyeBus個案分析，探討服務設計如何突破困境與降低複雜性。研究目標為（1）釐清無障礙公共運輸服務創新的複雜性；（2）分析服務設計方法能如何降低其複雜性，提出可擴大實施的解決方案；（3）呈現EyeBus設計歷程的思維方式與執行細節，供後續參考。研究結果解構公共服務的複雜性，並以服務設計案例提供降低複雜性的方法與觀念，期許幫助更多的公共服務者、激發更多滿足民眾需求的創新。
並列摘要
Public service innovation for the underprivileged minority is challenging for meeting users' needs while avoiding compromising stakeholders' rights. Commonly, to quickly respond to social needs, public sectors often take technology-oriented solutions instead of clarifying the underlying complexity. Lacking user-centered design, public services are often criticized for low usability and result in unsatisfaction and even more significant problems. Can service design, as a strategic method to counter issues with poorly defined parameters, non-binary solutions, help drive better public innovation? Through a case study of EyeBus, the research purpose is to explore how service design is used to understand and decrease the complexities of bus-riding experiences for the visually impaired. The research objectives are (1) to clarify the complexities in the process of accessible public service design; (2) to analyze how service design resolved the difficulties; (3) to present the thinking and executions of the EyeBus service design process for future references. The results of the research are to provide a case and principles of applying service design to public service innovation, and to promote action plans for public sectors to encouraging more demand-oriented public service innovations. We hope that better practices of service design will drive more public interests.