This thesis investigates the design of inclusive services by integrating theory and approaches from the domains of Service Design and Inclusive Design. This integration was used to evaluate bus service use by younger and older people and the role of other stakeholders. The research was carried out through the case study of the bus service in Guadalajara, Mexico. As a result of this research, an inclusive service design approach and a tool are proposed to guide the design of inclusive services. Using an inclusive service design approach led to the application of a mixed methodology for data collection, which included: 1) a series of individual and group interviews with stakeholders as well as a document analysis; 2) structured focus groups with younger and older people; 3) observation of younger and older passengers using the service; and 4) accompanied journeys with older people. Data were analysed using both qualitative and quantitative techniques, and the results facilitated 1) the understanding of the service operation; 2) the identification of the main barriers for interaction with the service along a door-to-door journey; and 3) the determination of the gap between what younger and older users need and desire and what bus operators actually provide. The research then focussed on visualising and communicating the findings to stakeholders. An inclusive service blueprint was developed to graphically represent the level of difficulty in using the service by younger and older people across the door-to-door journey, and to highlight areas for service improvements. A final study was undertaken to assess the usefulness of the inclusive service approach and the blueprint in improving the bus service. Collectively, the findings indicate that integrating inclusive principles along with a Service Design approach provided several benefits in investigating and improving the bus service. The uniqueness of data generated by younger and older users and the understanding of inclusive principles by the stakeholders already shows the potential to lead to a more inclusive service given the activities now happening in Guadalajara. This research contributes to the discussion of how the design of services can evolve through the incorporation of inclusive principles in the design process. Whilst the research was undertaken in the context of the bus service in Guadalajara, the approach and some outcomes from this research may be applicable for designing inclusive services in other contexts around the world.

The deterioration of health status for immigrants and refugees is mostly observed after their arrival in Canada. Additionally, immigrant and refugee minorities are at a higher risk for mental health problems. Yet, refugees and immigrants in Canada, particularly those from non-European countries tend to underutilize community resources and mental health services. This study uses a participatory arts-based method of photovoice to gain deeper knowledge of the realities and lived experiences of immigrants and refugees who have or are dealing with mental health problems in Winnipeg. Additionally, it will shed light on the barriers faced by immigrant and refugee community, and the context in which they are unable to access services. Six immigrant and refugee individuals volunteered to participate in this photovoice project. The participants discussed structural barriers, non-recognition of non-Canadian credentials, underemployment/ unemployment, poverty, discrimination, stigma, language barriers, lack of culturally inclusive services, inequality, lack of social network, and marginalization. The findings have implications for social work and future research is discussed. / February 2017

Documented value of indigenous knowledge (IK) in the lives of communities raises the need to facilitate its accessibility. Public libraries in South Africa can play an important role in facilitating access to this knowledge by integrating it into their services. Apart from positively contributing to the quality of lives of indigenous communities, integration of IK would result in the provision of inclusive and transformed library services. The purpose of this study was to explore how public libraries in South Africa may integrate IK into their services. Located within the critical theory paradigm, a qualitative multiple-case study was conducted among four purposefully selected provincial library services in South Africa. Directors of the selected provincial library services were interviewed. Collection development policies of the selected libraries were also analysed to determine the extent of their alignment with the provision of IK. Atlas.ti. was used to analyse data thematically. Findings revealed that libraries have not integrated IK into their services. Furthermore, collection development policies were not aligned to the provision of IK. Factors contributing to non-integration of IK in public libraries included the perception that librarians did not seem to regard IK as within their purview but rather an aspect for archival institutions. Non- alignment of policies to IK integration, content that is not accessible to indigenous communities and dwindling funding for library services provision also emerged as contributory factors. It was concluded that the hegemony of western knowledge continued to marginalise IK, possibly contributing to its non-integration. A framework based on principles of community involvement, inclusivity, access and transformation was recommended for integrating IK into services of public libraries. It was recommended that public librarians, as stakeholders in the transformation of library services need to engage in the IK discourse in order to enhance their ability to provide inclusive services. The importance of involving communities in defining IK according to their contexts to enable meaningful integration into library services was highlighted. A need to expand the study to other provinces in South Africa to determine librarians’ understanding and views regarding integration of IK was identified. / Information Science / D. Litt. et Phil. (Information Science)