Start Date
6-10-2025 9:00 AM
End Date
8-10-2025 7:00 PM
Description
Attention to the differentiated capabilities, needs, and expectations of vulnerable groups is an important research focus for inclusive service design. In a context where the increasing complexity of urban sites and industry chains has increased the potential risk of disasters, enhancing public emergency services is related to life safety for vulnerable groups. In disasters, user groups with special needs due to differences in cognitive abilities may be more vulnerable than other populations due to their exposure and crisis response competence. These vulnerable groups have more difficulty accessing emergency information and therefore lack adequate resources for emergency response. However, there is a lack of research on service information communication methods and touchpoints that address the cognitive characteristics. This paper proposes key points for emergency service information design from both delivery and access perspectives through a literature review: taking into account the cognitive differences of vulnerable groups and their initial response; integrating the information systems operated in different phases and providers. This paper takes the commercial large-scale mass cultural events scenario as a case, and tries to incorporate inclusive service design approaches into emergency service information.
Citation
Yu, Y., Yang, S., Li, W.,and Hu, F.(2025) Improving Service Information Inclusiveness in Emergency Preparedness and Response: A Case of Public Service Design in Commercial Large-Scale Mass Cultural Events.. https://dl.designresearchsociety.org/servdes/servdes2025/researchpapers/63
Improving Service Information Inclusiveness in Emergency Preparedness and Response: A Case of Public Service Design in Commercial Large-Scale Mass Cultural Events
Attention to the differentiated capabilities, needs, and expectations of vulnerable groups is an important research focus for inclusive service design. In a context where the increasing complexity of urban sites and industry chains has increased the potential risk of disasters, enhancing public emergency services is related to life safety for vulnerable groups. In disasters, user groups with special needs due to differences in cognitive abilities may be more vulnerable than other populations due to their exposure and crisis response competence. These vulnerable groups have more difficulty accessing emergency information and therefore lack adequate resources for emergency response. However, there is a lack of research on service information communication methods and touchpoints that address the cognitive characteristics. This paper proposes key points for emergency service information design from both delivery and access perspectives through a literature review: taking into account the cognitive differences of vulnerable groups and their initial response; integrating the information systems operated in different phases and providers. This paper takes the commercial large-scale mass cultural events scenario as a case, and tries to incorporate inclusive service design approaches into emergency service information.