The Role of Empathy in Designing Social Innovation For Blind and Visually Impaired People in Public Transportation in Poland
DOI:
https://doi.org/10.15678/SER.2024.1.02Keywords:
social innovation, design innovation, design thinkingAbstract
Background: The design thinking method is one way of modern service and product design. It encompasses various stages but places particular empathy. Trying to understand the customer’s needs and “stepping into the shoes” of the product user is the key.
Research objectives: The article aims to present the process of developing a social innovation using the design thinking method with particular empathy. It also indicates methods for supporting blind and visually impaired people in public communication and presents the developed social innovation as a case study.
Research design and methods: The article presents a literature review on design thinking, empathy, and social innovation. The case study presents the process of creating a social innovation. Key research questions concern the impact of empathy in the process of creating a social innovation. The research component also included interviews with blind and visually impaired people and a bus driver.
Results: We conducted a literature review was conducted. Based on it, we described the process of social innovation creation and the developed diagram. We presented the developed and tested innovation, as well as conclusions from the implementation and guidance for business practice.
Conclusions: empathy plays a key role in the design of modern services and products.
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