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

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。

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.