技术德性美德驱动的包容性服务设计研究

Research on Inclusive Service Design Driven by Techno-moral Virtues

数字技术作为实现“互联网+服务”模式的重要手段,在与服务结合时对失能和脆弱的消费人群产生了不可小觑的服务排斥现象。对此,通过系统研究包容性服务设计,围绕技术德性美德理论,针对性地提出35项彰显伦理道德意蕴的包容性服务设计策略,用于引导服务组织开发包容性数字服务。经案例分析表明,基于技术德性美德的包容性服务设计策略,能有效提升数字服务的包容性价值,并缓解数字服务体验中的失能感,从而积极应对由于数字技术缺乏伦理道德约束而产生的服务排斥现象。

Digital technology is an important means to realize the Internet plus service mode which has produced a service rejection phenomenon that cannot be underestimated for the disabled and vulnerable consumer groups when combined with services.In this regard,the author studies the inclusive service design systematically and puts forward 35 inclusive service design strategies around the techno-moral virtues that can highlight the ethical implications,so as to guide service organizations to develop inclusive digital services.The case study shows that the inclusive service design strategy based on the techno-moral virtues can effectively enhance the inclusive value of digital services and alleviate the sense of disability in the digital service experience,so as to actively deal with the service exclusion caused by the lack of ethical constraints of digital technology.