Hekal, M., Abd Al-latif, T., Gamal El-den, N. (2023). Design Ergonomics of self-service technology for people with special needs. International Design Journal, 13(6), 397-406. doi: 10.21608/idj.2023.319598
Manar Mahmoud Mohamed Hekal; Tamer Abd Al-latif; Nevin Ezzat Gamal El-den. "Design Ergonomics of self-service technology for people with special needs". International Design Journal, 13, 6, 2023, 397-406. doi: 10.21608/idj.2023.319598
Hekal, M., Abd Al-latif, T., Gamal El-den, N. (2023). 'Design Ergonomics of self-service technology for people with special needs', International Design Journal, 13(6), pp. 397-406. doi: 10.21608/idj.2023.319598
Hekal, M., Abd Al-latif, T., Gamal El-den, N. Design Ergonomics of self-service technology for people with special needs. International Design Journal, 2023; 13(6): 397-406. doi: 10.21608/idj.2023.319598
Design Ergonomics of self-service technology for people with special needs
1Lecturer, Advertising Department, Faculty of Applied Arts, Damanhour University
2Professor of Design, Advertising Department, Faculty of Applied Arts, Helwan University
3Associate Professor, Advertising Department, Faculty of Applied Arts, Helwan University
Abstract
The Egyptian government seeks to refine the skills of people with special needs, whether physical or functional, in special ways to make them an effective element in the various employment sectors in addition to their social and cultural integration, as meeting their needs is the paramount components of the state, and this came in line with technological development in societies, where societies are interested globally in this category of different extent of disability (auditory - visual - motor) and the work of their own programs, and the percentage of people with special needs is estimated at 10.5% of the total population inside Egypt, The number of people with disabilities reached 8.636 million people, of whom 6.608 million people have simple difficulty, 1.636 million people have great difficulty, and 390.9 thousand people have absolute difficulty, and the Statistics Authority indicated that the difficulty of walking or climbing stairs came in first place with 1.097 million people, followed by the difficulty of self-care with 548.2 thousand people, difficulty understanding and communicating with others with 493.6 thousand people, difficulty hearing with 458.9 thousand people, difficulty seeing with 439.2 thousand people, and difficulty seeing with 439.2 thousand people, and difficulty remembering or focusing 434.7 thousand people, and the number of special education schools reached 1078 schools with 4841 classes during the year 2019-2020, and includes 42.255 thousand students, most of whom are boys, with a number of 27.002 thousand students compared to 15.253 thousand students, and the density of classes of special education schools is 11.5 students / class during the year 2019-2020 compared to 8.5 students / class during the year 2018-2019.
Digital technologies considered as the generators of comprehensive processes in society (which includes service makers, companies and users), which ultimately seeks to integrate between all groups, but they exist forms of global digital exclusion for the category of people with special needs and thus hinder comprehensive social processes, and with the spread of self-service technology (SST) and the presence of difficulties to deal with this category specifically with it, the need to employ this technology to produce a global design that suits all users and people with special needs ergonomically and increases the number of users prospective services and thus enhances the mental image of the institution they have, hence the problem of researchin answering the following questions 1- What is self-service technology(SST) and how important is it for people with special needs? 2- To what extent does the design of the service differ according to the classification of difficulties for people with special needs? 3- What are the criteria for the success of designing self-service technology for people with special needs? Objectives: The research aims to identify the importance of self-service technology and the criteria for the success of designing self-service technology to suit people with special needs. Methodology: the research follows the descriptive approach based on collecting information to build the theoretical framework of the research and support it with a number of models in order to shed light on the design of self-service technology to suit people with special needs. The study results have shown that: 1- The importance of self-service technology for service providers and the government, as it provides large numbers of employees and raises the efficiency of services and applying the international design standards helps to achieve a better experience for users of all categories. 2- Commitment to the degrees of contrast and diversity in the design for the visually impaired and color blindness helps to preserve the identity of the advertiser and also ensures the optimal use of technology. 3- Preparing the roads which lead to the kiosks through Tactile Paving and adding audio description of the service, allows visually impaired and blind users to use self-service technology optimally.
Conclusion: Through the study of the subject, the importance of self-service technology for institutions and the government was identified because of its advantages of saving time and raising the efficiency of the services provided in addition to their suitability for different categories and the extent to which customers prefer to use them over the mobile phone for the speed of implementation of the required of them and customers' fears of privacy when paying with a bank card, and the study included the category of people with special needs, which represents a major segment of our society and how they obtain the same services provided to other groups, with different patterns of disability and classification of difficulties Faced by customers, the global design has emerged, which is a standard characterized by self-service technology to ensure service providers and the government achieve the highest efficiency of service (including flexibility in use , Tolerance for error... etc.) .
The use of ergonomics has been a major role in the development of self-service technology by setting special standards for each category, such as the sizes of self-service kiosks dedicated to the mobile notebook to suit people with motor disabilities, preparing roads using tangible paving and placing appropriate lighting for the blind and visually impaired to identify the places of self-service kiosks and using audio descriptions to ensure optimal use of the application, in addition to explaining the criteria for designing a user interface for color workers and the contrast ratios of the design to achieve interaction Optimized with the user.
1- Ekkarat Suwannakul - Role of Technology Readiness in Airline Passengers’ Perceptions of Self-service Technology Quality- African Journal of Hospitality, Tourism and Leisure-April 2021, Vol 10, No 2, https://doi.org/10.46222/ajhtl.19770720-125.
2- Wästerfors, D., and K. Hansson.. “Taking Ownership of Gaming and Disability.” Journal of Youth Studies 20 (9): 1143–1160 - 2017. doi:10.1080/13676261.2017.1313969
3- Macdonald, S. J., and J. Clayton.. “Back to the Future, Disability and the Digital Divide.” Disability & Society 28 (5): 702–718. 2013 - doi:10.1080/09687599.2012.732538.
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