Résumé
L’inclusion des consommateurs en situation de handicap dans le processus de conception de produits et services qui leur sont destinés correspond à une innovation sociale (Klein et al., 2009). Celle-ci devrait contribuer à leur empowerment1. Pour la conception de produits et services, les méthodes dites centrées utilisateurs prônent d’envisager le processus de conception avec les consommateurs afin de permettre une meilleure adéquation entre leurs besoins et les produits et services qui leur sont destinés. Pour les personnes en situation de handicap (PSH), les méthodes de design universel et de design inclusif sont également mobilisées. L’implication des PSH dans le processus de conception est également liée aux figures des consommateurs, notamment les consommateurs créatifs (Cova, 2008) et les consommateurs vulnérables (Beudaert, 2020 ; Nau et al., 2016). Cette étude de cas a pour cadre un programme d’impulsion de l’innovation prônant le développement de produits et services avec et pour les PSH. Il s’agit décrire comment l’inclusion des PSH dans le processus de produits et services participe à leur empowerment et permet de contrer le déséquilibre due à leur stigmatisation.
The inclusion of consumers with disabilities in the design of products and services intended for them is a social innovation (Klein et al., 2009). This should contribute to their empowerment. For the design of products and services, user-centered methods advocate considering the design process with the consumers to enable a better match between their needs and the products and services intended for them. For people with disabilities (PWD), universal design and inclusive design methods are also used. The involvement of PWD in the design process is also linked to consumer figures, creative consumers (Cova, 2008) and vulnerable consumers (Beudaert, 2020; Nau et al., 2016). This case study is set in an innovation program advocating for the development of products and services with and for PSH. The aim is to describe how the inclusion of PWD in the product and service process contributes to their empowerment in order to counteract the imbalance caused by their stigmatization.
The inclusion of consumers with disabilities in the design of products and services intended for them is a social innovation (Klein et al., 2009). This should contribute to their empowerment. For the design of products and services, user-centered methods advocate considering the design process with the consumers to enable a better match between their needs and the products and services intended for them. For people with disabilities (PWD), universal design and inclusive design methods are also used. The involvement of PWD in the design process is also linked to consumer figures, creative consumers (Cova, 2008) and vulnerable consumers (Beudaert, 2020; Nau et al., 2016). This case study is set in an innovation program advocating for the development of products and services with and for PSH. The aim is to describe how the inclusion of PWD in the product and service process contributes to their empowerment in order to counteract the imbalance caused by their stigmatization.