TELEMATICS APPLICATION PROGRAMME Support Actions SU 1109 ( DE ) INCLUDE Inclusion of Disabled and Elderly People in Telematics Handbook on Inclusive Design of Telematics Applications

This handbook is primarily targeted to telematics applications producers. It presents challenges in contemporary production of information technology, and contributes to meeting these challenges. It introduces usability and accessibility as integral parts of the quality system of the whole company, and offers concrete support for Inclusive Design on both policy level in company management and concrete development level, where the principles of Inclusive Design need to be negotiated by different stakeholders into a working day-to-day practice. Deliverable SU1109/WP4/STAKES/D4.2.5/RE/PU Table of contents ______________________________________________________________ ___________________________________________________________________________________________ SU1109 (DE) INCLUDE Inclusion of Disabled and Elderly people in Telematics Page 2 (total 59) Table of contents EXECUTIVE SUMMARY.................................................................................. 6 INTRODUCTION .............................................................................................. 9 1. CHALLENGES IN DEVELOPMENT WORK........................................... 12 1.1. Marketing challenges ................................................................................................. 12 1.1.1. "Disabled and older people are not our target markets" ...................................... 12 1.1.2. "Marketing asks, what our customers need and want, and product development fills the needs" ....................................................................................................................... 16 1.1.3. "We use human factors engineering, our designers (as users), average or lead users to reveal the needs of our target markets" .................................................................. 17 1.2. Process challenges .................................................................................................... 20 1.2.1. "Optimising profitability is optimising time to market"........................................... 20 1.2.2. "Human factors is not a concern of my department"............................................ 21 1.2.3. "This is the way we have always done things" ..................................................... 21 1.2.4. "It is too expensive and time consuming to involve end users"............................ 23 1.2.5. "We do train our designers in human factors"...................................................... 24 1.2.6. "We are not obliged to include any user groups in our design"............................ 24 1.3 Trends in technology ........................................................................................................ 26 2. BUILDING ACCESSIBILITY INTO THE DEVELOPMENT PROCESS...... 28 2.2 Inclusive defining of target markets ................................................................................ 31 2.3 Creating inclusive product/ service concepts ................................................................ 32 2.3.1 Identifying customer needs........................................................................................... 32 2.3.2 Establishing target specifications ................................................................................. 35 2.3.3 Generating alternative product concepts...................................................................... 36 2.3.4 Selecting product concept ............................................................................................ 37 2.4 System level design........................................................................................................... 38 2.5 Detail design....................................................................................................................... 39 2.5.1 Industrial design ........................................................................................................... 39 2.5.2 Design for Manufacturing ............................................................................................. 40 2.6 Testing and refinement .....................................................................................................41 2.7 Planning exploitation, production and ramp-up............................................................. 43 2.8 Commercialisation and after sales .................................................................................. 45 2.9 Summary of checkpoints for Inclusive design ............................................................... 47 3. TOOLS FOR CHECKING OUT INCLUSIVENESS OF YOUR DESIGN .... 50 3.1 Correspondence with legislation, standardisation and ethical factors ..................... 50 3.2 Design for All principles and guidelines .................................................................. 51 3.2.1 Universal Service Obligation......................................................................................... 51 3.2.2 Universal Design principles .......................................................................................... 52 Deliverable SU1109/WP4/STAKES/D4.2.5/RE/PU Table of contents ______________________________________________________________ ___________________________________________________________________________________________ SU1109 (DE) INCLUDE Inclusion of Disabled and Elderly people in Telematics Page 3 (total 59) 3.2.3 Design for All solutions/ Adaptations / Special solutions .............................................. 53 3.2.4 COST 219 bis specific guidelines................................................................................ 54 3.2.4.1 Accessibility requirements for new telecommunication equipment....................... 54 3.2.4.2 Self-Service Machines (Home shopping, home banking, services for disabled persons) ............................................................................................................................ 54 3.2.4.3 Producing Web pages that everyone can read..................................................... 54 3.2.4.4 Design guidelines on smart homes....................................................................... 54 3.2.4.5 Guidelines-booklet on mobile phones ................................................................... 54 3.2.4.6 New ways of using video telephony ...................................................................... 54 3.2.4.7 Pay phones ........................................................................................................... 54 3.2.4.8 Text telephony for the deaf, the hearing impaired, the deaf-blind and the speech impaired people................................................................................................................. 54 4. EXAMPLES OF INCLUSIVE DESIGN PROJECTS................................... 55 4.1 StartHere and HOMEBRAIN-projects............................................................................... 55 4.2 Saturn project.............................................................................................................. 55 4.3 Mobile Rescue Phone MORE............................................................................................ 55 5. FREQUENTLY ASKED QUESTIONS TO INCLUDE HELP DESK ........ 57 6. FURTHER SOURCES OF INFORMATION................................................ 57