Service inclusion: Accessibility, autonomy, and resilience for individuals with impairments

This study examines how cultural heritage services can better support visitors with impairments by assessing accessibility and inclusivity and by exploring the role of emerging technologies in fostering autonomy and resilience. Using a qualitative, multi-method design, self-reported diaries, in-situ observation, and autoethnography, the research gathers rich, contextual data from cultural heritage sites in Verona, Italy. Although analysis is ongoing, the project aims to surface lived-experience insights that inform inclusive service design and technology-enabled interventions to improve wayfinding, engagement, and goal attainment while preserving a strong sense of self. Anticipated contributions include guidance for service designers, policymakers, and practitioners in tourism and culture; evidence-based, technology-driven strategies to enhance well-being and inclusion; and a nuanced account of how service ecosystems can adapt to diverse needs, reducing inequities in access and advancing equitable, resilient customer experiences.