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Publication
Uso do design de serviços para melhorar a acessibilidade dos idosos nos serviços bancários portugueses
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 42.35 MB | Adobe PDF |
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Abstract(s)
Atualmente, vivemos duas grandes tendências globais — o
envelhecimento da população e a revolução tecnológica —,
fenómenos que impactam a acessibilidade dos serviços essenciais
para os idosos, como os serviços bancários. Estas transformações
desafiam os idosos, que enfrentam declínios físicos, cognitivos e
digitais, agravados por um design tecnológico, por vezes, pouco
intuitivo. O design de serviços surge como uma abordagem que
pode ajudar tal cenário. Sendo assim, a questão de investigação
é: “Como se pode melhorar a acessibilidade física, digital e
cognitiva dos idosos nos serviços bancários portugueses por meio
do design de serviços?”. Considerando o contexto, o objetivo
principal deste estudo é propor soluções que aumentem a
acessibilidade física, digital e cognitiva dos idosos portugueses
nos serviços bancários atuais. O estudo combinou uma revisão
literária e um estudo de caso da Caixa Geral de Depósitos,
incluindo entrevistas com 15 idosos. Para além disso, foi
desenvolvido um projeto orientado pelo Design Thinking, onde
se desenvolveu uma proposta para colmatar o problema
identificado. Os resultados evidenciam que, apesar dos avanços,
persistem barreiras no acesso bancário, reforçando o design de
serviços como uma ferramenta estratégica para promover a
inclusão e acessibilidade dos idosos num cenário de
envelhecimento.
We are currently experiencing two major global trends—an aging population and the technological revolution—phenomena that impacts the accessibility of essential services for elderly people, such as banking services. These transformations challenge the older population, who face physical, cognitive, and digital declines, exacerbated by unintuitive technological design. In this case, service design emerges as an approach that can help in this scenario. Therefore, the research question is: “How can the physical, digital, and cognitive accessibility of the elderly in Portuguese banking services be improved through service design?”. Considering the context, the main objective of this study is to propose solutions that increase the physical, digital, and cognitive accessibility of the portuguese elderly in current banking services. The study combined a literature review and a case study of Caixa Geral de Depósitos, including interviews with 15 elderly people. In addition, a Design Thinking-oriented project was developed, where a proposal was developed to address the identified problem. The results show that, despite advances, barriers to banking access persist, reinforcing service design as a strategic tool to promote the inclusion and accessibility of older adults in an aging scenario.
We are currently experiencing two major global trends—an aging population and the technological revolution—phenomena that impacts the accessibility of essential services for elderly people, such as banking services. These transformations challenge the older population, who face physical, cognitive, and digital declines, exacerbated by unintuitive technological design. In this case, service design emerges as an approach that can help in this scenario. Therefore, the research question is: “How can the physical, digital, and cognitive accessibility of the elderly in Portuguese banking services be improved through service design?”. Considering the context, the main objective of this study is to propose solutions that increase the physical, digital, and cognitive accessibility of the portuguese elderly in current banking services. The study combined a literature review and a case study of Caixa Geral de Depósitos, including interviews with 15 elderly people. In addition, a Design Thinking-oriented project was developed, where a proposal was developed to address the identified problem. The results show that, despite advances, barriers to banking access persist, reinforcing service design as a strategic tool to promote the inclusion and accessibility of older adults in an aging scenario.
Description
Keywords
Design de serviço População idosa Serviços bancários Acessibilidade