Inclusive work environments for people with disabilities: the significance of personas for differential work design

Kirchhoff, Britta Marleen; Hamideh Kerdar, Sara; Adolph, Lars Article — Published Version Inclusive work environments for people with disabilities: the significance of personas for differential work design Zeitschrift für Arbeitswissenschaft Provided in Cooperation with: Springer Nature Suggested Citation: Kirchhoff, Britta Marleen; Hamideh Kerdar, Sara; Adolph, Lars (2025) : Inclusive work environments for people with disabilities: the significance of personas for differential work design, Zeitschrift für Arbeitswissenschaft, ISSN 2366-4681, Springer, Berlin, Heidelberg, Vol. 79, Iss. 3, pp. 391-401, https://doi.org/10.1007/s41449-025-00484-3 This Version is available at: https://hdl.handle.net/10419/330820 Standard-Nutzungsbedingungen: Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Zwecken und zum Privatgebrauch gespeichert und kopiert werden. 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If the documents have been made available under an Open Content Licence (especially Creative Commons Licences), you may exercise further usage rights as specified in the indicated licence. https://creativecommons.org/licenses/by/4.0/deed.de WISSENSCHAFTLICHE BEITRÄGE https://doi.org/10.1007/s41449-025-00484-3 Zeitschrift für Arbeitswissenschaft (2025) 79:391–401 Inclusive work environments for people with disabilities: the significance of personas for differential work design Britta Marleen Kirchhoff1· Sara Hamideh Kerdar1·LarsAdolph 1 Accepted: 5 September 2025 / Published online: 24 September 2025 © The Author(s) 2025 Abstract The advancing digitalization of work, including the integration of technologies such as artificial intelligence, is profoundly reshaping professional environments. While digital tools offer opportunities for innovative work models and increased efficiency, the specific needs of people with disabilities are frequently overlooked in these transformation processes. At the same time, assistive technologies are evolving rapidly, creating new possibilities for participation, autonomy, and inclusion. To bridge this gap, differential work design emerges as a promising approach. It calls for the systematic adaptation of working conditions to the diverse abilities and needs of individuals. A key method within this framework is the use of personas—fictional, but research-informed user profiles that represent the experiences of people with disabilities. Personas facilitate the early integration of accessibility considerations into design processes, helping to identify barriers and inform inclusive solutions. This study illustrates how personas can be developed through an interdisciplinary methodology. The findings underscore the critical role of contextual factors and subjective user perspectives in shaping effective, inclusive work design. Practical Relevance: The use of personas offers valuable potential for identifying barriers in digital work environments at an early stage. They can raise employer awareness of inclusive design principles, highlight existing deficits in digital inclusion, and support efforts to improve access to work for people with disabilities. However, personas are not a substitute for the direct and active involvement of people with disabilities in design and decision-making processes. The methodology presented here contributes to the discourse on differential work design, with the overarching aim of fostering a humane and inclusive working environment. In such an environment, digital technologies are not only efficient but also reflective, accessible, and aligned with the diverse needs of all users. Keywords Inclusion · Digital work environments · Personas · Differential work design Britta Marleen Kirchhoff [email protected] 1Federal Institute for Occupational Safety and Health (BAuA), Friedrich-Henkel-Weg 1–25, 44149 Dortmund, Germany K 392 Zeitschrift für Arbeitswissenschaft (2025) 79:391–401 Inklusive Arbeitswelten für Menschen mit Behinderungen: Die Bedeutung von Personas für eine differentielle Arbeitsgestaltung Zusammenfassung Die fortschreitende Digitalisierung und der Einsatz von Technologien wie Künstlicher Intelligenz verändern Arbeitsumgebungen tiefgreifend. Während digitale Technologien neue Arbeitsmodelle und Effizienzsteigerungen ermöglichen, bleiben die Bedürfnisse von Menschen mit Behinderungen im digitalen Wandel oft unberücksichtigt. Gleichzeitig entwickeln sich assistive Technologien rasant und eröffnen Chancen für mehr Teilhabe und Autonomie. Differentielle Arbeitsgestaltung bietet hier einen Lösungsansatz. Arbeitsbedingungen sollten systematisch an individuelle Fähigkeiten und Bedürfnisse angepasst werden. Ein Werkzeug zur differentiellen Gestaltung sind Personas – fiktive Nutzerprofile, die exemplarisch die Lebensrealitäten von Menschen mit Behinderungen abbilden. Sie helfen, Bedürfnisse frühzeitig im Designprozess zu berücksichtigen, Barrieren zu erkennen und inklusive Lösungen zu entwickeln. Es wird aufgezeigt, wie Personas für diesen Zweck interdisziplinär entwickelt werden. Die Ergebnisse zeigen die Bedeutung von Kontextfaktoren und subjektiven Einschätzungen im Entwicklungsprozess. Praktische Relevanz: Die Nutzung von Personas kann helfen Barrieren im digitalen Arbeitsumfeld frühzeitig zu identifizieren, Arbeitgeber für inklusive Gestaltung zu sensibilisieren, digitale Inklusionsdefizite zu identifizieren und den Zugang zu Arbeit für Menschen mit Behinderungen zu erleichtern. Personas ersetzen jedoch nicht die direkte Beteiligung von Menschen mit Behinderungen. Die dargestellte Methodik ist ein Beitrag zur differentiellen Arbeitsgestaltung mit dem Ziel einer menschengerechten, inklusiven Arbeitswelt, in der digitale Technologien reflektiert, zugänglich und produktiv gestaltet werden. Schlüsselwörter Inklusion · Digitale Arbeitswelten · Persona · Differentielle Arbeitsgestaltung 1 Differential work design for people with disabilities in digital work environments using personas With the ongoing progress of digitalization, innovative technologies, including artificial intelligence (AI), are playing an increasingly significant role in work environments, both as tools for performing tasks and as assistive technologies. The reasons for using digital technologies in the workplace are diverse. They range from addressing the shortage of skilled workers and implementing new working models such as mobile work to support employees and ultimately increase efficiency. However, the dynamic nature of technological progress and the complex interactions between technology use, work tasks, employees, and organizations make it difficult to realistically assess future developments and their effects. It is therefore both important and challenging to ensure that “the resulting new working conditions also meet the criteria of decent work” (Rothe et al. 2017). So far, the needs and potentials of employees with impairments and disabilities have been largely overlooked in the discourse on digitalized work. Meaningful steps forward are the integration of inclusiveness as a criterion in the reassessment of what constitutes humane work in the context of digital transformation (Weber et al. 2022), as well as its integration into an AI research roadmap from an occupational science perspective (Adolph et al. 2025), both as a design objective and as a protective goal for employees. Nevertheless, the interdisciplinary field of digital accessibility and inclusive technology use remains underrepresented in ergonomics compared to other factors that shape working conditions. This gap becomes particularly apparent when considering that many digital tools used for task execution are still not designed to be accessible (Botelho 2021). As a result, employees with disabilities may encounter barriers that hinder their participation, exclude them from certain tasks (Hamideh Kerdar et al. 2024), or even pose risks to their health and well-being. In contrast, the field of assistive technologies is evolving rapidly, offering new and often transformative possibilities for the participation and autonomy of people with disabilities in digital work environments. These opposing developments—on the one hand, persistent accessibility barriers in mainstream technologies, and on the other hand, the meaningful potential of assistive innovations—highlight the need for proactive and differentiated approaches to work design. Differential work design provides a framework for addressing these diverse and sometimes conflicting demands, enabling inclusive and needs-oriented structuring of digital work environments. This approach is grounded in the principle that individual differences among workers should be systematically addressed. It involves offering different work structures and processes for the production of the same products or services, allowing employees to choose the option that best suits their individual needs and capabilities (Ulich 2011). K Zeitschrift für Arbeitswissenschaft (2025) 79:391–401 393 From an inclusion-oriented perspective, differential work design should be given precedence over aptitude-based selection processes to promote vocational participation. The principle underlying this approach is that the systematic adaptation of working conditions to the individual characteristics of employees is not only ethically and socially desirable, but also functionally effective in ensuring longterm participation and performance. Demonstrating the possibilities of differential work design to employers can also contribute to reducing structural and attitudinal barriers to the employment of people with disabilities. By making visible that inclusive, needsoriented work structures can mitigate or eliminate specific work-related barriers, and at the same time enable the full development of individual potential, concerns about employability and presumed limitations can be constructively addressed. Thus, differential work design serves not only as a strategy for inclusion but also as a means of promoting the recognition of diversity as a resource in digitalized working environments. In this way, differential work design supports the alignment of work demands with personal characteristics, contributing to a work environment that fosters not only participation but also personal development and long-term wellbeing. Rather than focusing solely on enabling access to work, inclusive work design, understood through this lens, seeks to ensure humane, personality-developing work for all individuals, regardless of disability. Today, the technical possibilities for implementing such a differentiated design of work are more advanced than ever before. Emerging digital technologies enable a more precise consideration of both interand intraindividual variation, opening up new avenues for human-centered work design and inclusive participation in the digital world of work (Rothe et al. 2019). Integrating digital accessibility into occupational science is crucial for addressing health-sensitive work amid the evolving challenges of modern work environments. Digital accessibility significantly affects the work performance, well-being, and health of employees with impairments and disabilities and thus deserves greater emphasis within the occupational science community. At the same time, the interactions between the individual characteristics of employees with impairments or disabilities and the assistive technologies they rely on cannot be considered in isolation from the digital technologies integrated within the broader work environment. This complex interplay presents a significant challenge for both the design of inclusive work systems and occupational science research, underscoring the need for holistic and nuanced approaches. Moreover, the consequences of digital inaccessibility often remain difficult to detect. Fears of stigmatization and exclusion may lead employees with impairments or disabilities to conceal the additional burdens they face, resulting in hidden barriers that standard work analysis and design methods may fail to capture. These methodological limitations underscore the urgent need for innovative approaches that better reflect the heterogeneous realities of employees and their interactions with evolving digital technologies. With the challenges outlined above in mind, differential work design that considers the specific needs of employees with and without impairments, as well as the interaction between assistive technologies and workplace technologies, is becoming increasingly important. However, a key question remains: How can functional and practicable approaches be identified and evaluated to effectively assess potential solutions? Presenting information in the form of stories enhances the understanding of real-world situations, as it enables individuals to intuitively organize and interpret narrative content. Therefore, a narrative persona-scenarios methodology was chosen for this study to support meaningful insight, interdisciplinary communication, and a shared understanding of user interactions (Madsen and Nielsen 2010). Personas representing people with impairments and disabilities offer a valuable opportunity to raise awareness of the specific needs of this employee group. At the same time, they serve as an effective tool for differential work design by facilitating the anticipation of opportunities for more inclusive work environments, identifying new exclusion risks, and understanding interactions with individually used assistive technologies. This makes them particularly useful when planning the integration of digital technologies in the workplace. According to Salminen et al. (2022) personas reflect the needs of users from diverse backgrounds and contribute to the design process by fostering empathy and enhancing communication among stakeholders. The development of persona-based scenarios was guided by a qualitative approach (Moser et al. 2012), with an expert workshop serving as the central methodological component. The following section presents a case study from this expert workshop where personas of people with disabilities were developed. These personas incorporate advanced assistive technologies to highlight and encourage consideration of the interactions between assistive devices and the general technologies used in the workplace. Subsequently, the potential benefits of these personas for differential work design, as well as their relevance for standardization and regulatory processes, are discussed. K 394 Zeitschrift für Arbeitswissenschaft (2025) 79:391–401 2 Method and results 2.1 Participants A total of six female and ten male experts, who were personally invited, took part in the workshop. The group of participants consisted of experts in the fields of disabilities, inclusion and assistive technologies. These included scientists who deal with the inclusion of people with disabilities, as well as professionals from various fields of work who work directly with assistive technologies. In addition, experts from the fields of work design and inclusion, such as ergonomists and consultants for the design of future working environments, were also represented. 2.2 Procedure To develop persona-scenarios addressing the risk of exclusion associated with the implementation of new workplace technologies for people with disabilities, a multi-step process was followed. First, the workshop was conducted involving experts from various disciplines, during which personas and relevant work situations were collaboratively developed. Second, researchers constructed scenarios based on the outcomes of the workshop. Finally, these scenarios were shared with the original participants for feedback, which was then incorporated to refine and adjust the scenarios. The following sections provide a detailed explanation of this methodological approach. Step 1: Workshop with experts from science and practice On November 10, 2022, an expert workshop was held at the Federal Institute for Occupational Safety and Health (BAuA) in Dortmund. The aim of the workshop was to gather detailed insights into the needs of people with disabilities, the assistive technologies they currently use, potential innovations that could support them in the workplace, and to develop personas of disabled people in the workplace and to present their work situations in 2027, including the assistive technologies prospectively in use at that time. This was done with consideration of existing technologies and projections for the next five years. The insights collected were then used to develop future-oriented scenarios, which highlighted potential risks of exclusion associated with emerging technological developments and their implementation. To address the details for both personas and the working tasks, the participants, based on their choice and expertise, were divided into two groups: Group 1 (to develop personas): This group consisted of experts with expertise in the fields of disability, inclusion and assistive technologies, e.g. researchers working on the inclusion of people with disabilities and professionals working directly with the target group and with knowledge about assistive technologies. Group 2 (to develop work situations): This group comprised experts from the fields of work design and inclusion, including ergonomists and consultants for the design of future working conditions. Prior to the workshop, the researchers conducted an extensive literature review (Moser et al. 2012) to identify key characteristics of the target group and relevant technologies. Based on these findings, structured frameworks were developed that outlined the objectives and tasks to be addressed during the session. To ensure consistency in the development of personas, the framework included a predefined set of characteristics and descriptors (e.g., name, age, assistive technologies used). Examples were provided for several of these elements to minimize potential misunderstandings and ensure a common understanding among participants. Following an introduction to the project, including its agenda and objectives, the experts commenced their work in two separate groups. Creative development of personas (Group 1) To identify which types of disabilities should be prioritized and further developed, the experts initially listed relevant disability types on individual cards, drawing from their interests, knowledge, and professional experience. These cards were then collected and organized on Metaplan boards to facilitate group discussion and thematic clustering. Through a poll in which each expert could vote for up to three categories, the three disability categories with the most nominations were prioritized for further development. The experts were then divided in smaller groups to develop one persona each based on predefined framework conditions. During the group work, the participants wrote down keywords to characterize the persona on cards and hung them on the wall. The groups then presented their results and answered questions from the others, e.g. How does the persona deal with his disability? What does the persona do when she needs further support? As the groups described their personas and responded to questions, an illustrator concurrently documented the details through visual representations, capturing key characteristics and contextual elements in a graphical format. After that, all the participants worked together on the assignment and description of assistive technologies for the three developed personas. Both the current availability of the technologies and possible further developments up to 2027 were discussed. The experts also noted the requirements and challenges for implementing the technologies. Development of work situations (Group 2) At the same time, the work situation group developed scenarios for K Zeitschrift für Arbeitswissenschaft (2025) 79:391–401 395 future work situations. These scenarios took into account specific requirements and challenges of work design in 2027. Each expert individually considered activities on cards that could be relevant. A common understanding of the key concept “activity” was necessary. The definition of an activity according to DIN EN ISO 6385 was used as a basis: “The combination of all human work activities of a worker in a work system.” These activities were then collected on metaplan boards and assigned to the following categories: Personal activities Object-related activities Knowledge-related activities In the next step, similar activities were grouped together and divided into three categories according to the level of qualification required: low, medium and high. In order to select the most relevant activities for further formulation, a points query was carried out. In this step, one activity each with low, medium and high qualification requirements was selected, which were then further elaborated in the later scenarios. The combination of personas and the work situations Once the tasks of each group were accomplished and personas and the work situations were developed, all participants were brought together for a plenary session. Each group presented a summary of their results, which were then discussed collectively. This joint discussion served to consolidate and harmonize the personas and work situations, establishing a shared foundation for the subsequent development of scenarios. Following this, and drawing on prior in-depth research aimed at ensuring a consistent scenario structure. In addition to a sample scenario, a detailed methodological framework was created, informed by literature on persona and scenario development and by practical examples, such as those provided in the ‘Best Practices’ section of REHADAT, a German online portal for vocational participation (https://www.rehadat-gutepraxis.de/ praxisbeispiele/). This example was then reviewed and discussed by all participants to refine the approach moving forward. The structured workshop process enabled an intensive exchange of specialist knowledge and promoted the development of practical results, which served as the basis for further scenario development. Step 2: Creation of scenarios Following the workshop, the project team developed concrete scenarios in which the developed personas were linked to specific job descriptions. These scenarios aimed to illustrate the potential uses of assistive technologies and their impact on work tasks and conditions in 2027. Step 3: Online discussion and adaptation of the scenarios The developed scenarios were subsequently published on an online platform (www.discuto.io), where the workshop participants were invited to review, comment on, and engage in discussion regarding the content and details of the scenarios. Based on the feedback, the scenarios were revised and finalized. 3Results 3.1 Developed personas The following section presents the three personas developed during the process, with a particular focus on their potential contribution to the design of inclusive and differentiated working conditions. 3.1.1 Persona 1: Lea (Fig. 1) Lea is 37 years old, married and the mother of one child. She graduated from a secondary school and completed a teaching degree with a focus on special schools. At the age of 35, she was diagnosed with macular degeneration, a progressive disease that causes central visual field loss. The limitations, in particular the loss of her ability to read and her inability to drive, represent significant barriers for her. In her professional life, Lea experiences increasing obstacles due to her blindness. She prefers to work on site, but this requires a lot of time. She works independently, but is supported by her colleagues when needed, and in some cases an assistant is required. The biggest challenge for her is ensuring that all documents are accessible for her. Tasks and activities have to be prepared in advance and obtaining information is time-consuming. As her visual impairment only became apparent later in life, she feels comfortable with completing many tasks independently. In addition, her working environment and route to work are already familiar. She uses public transport, car pools or a transport service and does not require any assistance. Despite these limitations, Lea is open about her disability. She is independent, self-confident and has a positive attitude towards her life situation. Due to the identification requirement, she wears the blind badge with three black dots when she is out and about. Lea uses an iPhone and an Apple Watch, which offer her support through various apps, such as a text recognition function. At home, she gets help from smart products such as Siri or Alexa. Her washing machine, is specially adapted for blind people—although there are still problems at the moment, it should be fully functional by 2027. K 396 Zeitschrift für Arbeitswissenschaft (2025) 79:391–401 Fig. 1 Illustration of Lea, based on participants’ descriptions. The technologies used by Lea are also depicted in German, highlighting the support she receives through various tools such as mobile apps (with IT security concerns), devices with speech output, AI-based image recognition, screen readers, accessibility features, and indoor 5G connectivity Abb. 1 Illustration von Lea, basierend auf den Beschreibungen von Teilnehmern. Die von Lea verwendeten Technologien sind in deutscher Sprache dargestellt und verdeutlichen die Unterstützung, die sie durch verschiedene Tools wie Handy-Apps (mit ITSicherheitsbedenken), Geräte mit Sprachausgabe, KI-basierte Bilderkennung, Bildschirmlesegeräte, Barrierefreiheitsfunktionen und 5G-Konnektivität in Innenräumen erhält Lea also uses screen readers and Braille. In unfamiliar environments, it uses GPS systems, and indoor navigation is made possible by Bluetooth, iPhone, AirTags and 5G. Navigation on foot, accurate to within centimeters, is facilitated by systems such as Galileo. Apps such as “Be My Eyes” (httpss://www.bemyeyes.com) and “Seeing AI” (httpss://www.seeingai.com) provide additional support. One obstacle for Lea is that specialized software is often not barrier-free. Adapting it to individual needs takes a lot of time and can be very cost-intensive. Some technologies are also not customizable and should have been designed accessible from the outset. Another problem is IT security restrictions, particularly with regard to the use of apps and assistive technologies, as these collect personal data, which can limit the use of the technologies. 3.1.2 Persona 1: Cordula (Fig. 2) Cordula is 35 years old and works in administration. She completed her A-levels at a mainstream school and trained as an office administrator. At the age of 32, she suffered a sudden hearing loss, the treatment for which was unfortunately unsuccessful. Cordula is not open about her hearing impairment and has an avoidant, defensive attitude. She suffers from hearing stress, is reserved and often feels insecure. To hide her disability, she wears her hearing aid covertly. Although she is not depressed, she often feels alone. As she only acquired her disability later in life, she does not speak sign language and feels excluded in communities of people with hearing impairments. The biggest challenge for Cordula is communicating with others, as she has difficulties understanding people K Zeitschrift für Arbeitswissenschaft (2025) 79:391–401 397 Fig. 2 Illustration of Cordula, based on participants’ descriptions. The technologies used by Cordula are also depicted in German, highlighting the support she receives through various tools such as speech output, apps, audios and videos Abb. 2 Illustration von Cordula, basierend auf den Beschreibungen von Teilnehmern. Die von Cordula verwendeten Technologien sind in deutscher Sprache dargestellt, wobei die Unterstützung hervorgehoben wird, die sie durch verschiedene Hilfsmittel wie Sprachausgabe, Apps, Audios und Videos erhält speaking at the same time. It is uncomfortable for her when people speak loudly to her, as this is often unnecessary. Video conferencing is another hurdle, as the sound is not always optimal and automatic subtitles are not always correct. She also has problems perceiving people in the room, as visual cues such as door knocks or room acoustics are often inadequate. Because of these difficulties, she often withdraws in social situations. Cordula uses public transport, but when there are delays or train cancellations, she cannot always hear the announcements if they are not also displayed visually. Her home is equipped with light signals for the telephone and doorbell, and she uses a smartwatch for tactile notifications, which supports her with calls or alarms, for example. Cordula wears a hearing aid that is equipped with Bluetooth and automatically connects to her phone. During meetings or conferences, she can connect her hearing aid to a microphone to hear better. The connection of Bluetooth devices is currently limited to 3–5 devices, but will be improved by 2027. She uses the AVA app (httpss://www. Ava.me), which helps her with speech to text and subtitles during conversations, and the live transcription function on Zoom (which will also be improved). Cordula fears being stigmatized for using her technical aids in social or professional contexts. Wearing a mask during the coronavirus pandemic was particularly difficult for her, as facial expressions and mouth movements are important to her. K 398 Zeitschrift für Arbeitswissenschaft (2025) 79:391–401 Fig. 3 Illustration of Maxim, based on participants’ descriptions. The technologies used by Maxim are also depicted in German, highlighting the support she receives through various tools such as smart glasses, smart watch, apps and technologies for stress detection Abb. 3 Illustration von Maxim, basierend auf den Beschreibungen von Teilnehmern. Die von Maxim verwendeten Technologien sind ebenfalls in deutscher Sprache dargestellt und verdeutlichen die Unterstützung, die er durch verschiedene Hilfsmittel wie Smart-Brillen, Smartwatches, Apps und Technologien zur Stresserkennung erhält 3.1.3 Persona 1: Maxim (Fig. 3) Maxim is 22 years old and has successfully completed an apprenticeship as a skilled tradesperson. He has a congenital learning disability and, despite significant challenges with reading, did not receive adequate educational support during his schooling. Currently employed as a painter and varnisher, Maxim is at the beginning of his career. He enjoys working on-site and values being part of a team. He is a slow learner with limited memory, lack of concentration, low frustration tolerance and therefore needs easy language. If he doesn’t understand something, he quickly gets angry and feels frustrated, especially if he has to ask for information several times. Maxim tends to hold back and avoids asking his boss for the same information again. His main difficulty is communication and asking questions, as he is afraid of being perceived negatively for his questions. K