From Touchpoints to Trustpoints: Designing Vulnerable Customer Journeys for More Accessible and Incl

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Organisation/Company Università di Torino Research Field Other Researcher Profile Recognised Researcher (R2) Leading Researcher (R4) First Stage Researcher (R1) Established Researcher (R3) Application Deadline 13 Oct 2026 - 13:00 (UTC) Country Italy Type of Contract To be defined Job Status Not Applicable Is the job funded through the EU Research Framework Programme? Not funded by a EU programme Is the Job related to staff position within a Research Infrastructure? No

Offer Description
The project investigates consumer vulnerability along the service customer journey, taking service design as the operative lens for analysis and intervention. The research identifies touchpoints where cognitive, sensory, temporal, or power asymmetries expose specific groups of consumers to the risk of exclusion, reconstructing their design-related determinants through qualitative methods (observation, interviews, service mapping) combined with tools from systemic and service design. The aim is to develop design criteria - also informed by universal design principles, such as equitable use, tolerance for error,



and perceptible information - able to reconfigure critical touchpoints into trustpoints: points of contact designed to generate recognition, an accessible rhythm, parity of choice, and continuity of experience. The project contributes to the theoretical debate on vulnerability and accessibility in consumer markets and to service design practice.

Mandatory requirement for admission to the selection: italian Laurea Magistrale, or Laurea a Ciclo Unico, or an equivalent degree from foreign Universities, obtained no more than 6 years prior to the application deadline (i.e obtained after 13/10/2020). The Call for Applications (published on the University Bulletin Board under ref. no. 4687 of 21/09/2026), containing the procedures to participate in the selection process and the specific requirements for each selection, is available at https://webapps.unito.it/albo_ateneo/ .

Italy

Eligibility of fellows: country/ies of residence:

All

Eligibility of fellows: nationality/ies:

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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/818vb0