Embracing Human Complexity in Service Design for Inclusive and Sustainable Smart Cities

According to the UN Agenda !"#", the sustainable development of cities is aimed at innovation for social, environmental, and economical progress. The goal is the development of services and socio-technical systems apt to conjugate inclusivity) with economical and ambient sustainability. To produce social progress, the innovation of infrastructures and services should match the diversified needs of the contemporary multicultural environments and be designed to favor the change of behavior of citizens toward more convenient and sustainable lifestyles. The chapter discusses the importance of the active contribution of citizens to achieving the objectives of the UN Agenda !"#". It argues the opportunity to include scientific theories on human complexity in university training for sustainable service design and proposes the theories of Design for Behavior Change as a valuable conceptual tool. Finally, the chapter focuses on the general value of considering gender perspectives in the design of smart services and systems to optimize satisfaction and adherence to services.