Inclusive Design, a Perfect Solution?

Exploring possible challenges with inclusive design

Stine Bechmann Department of Product Design Norwegian University of Science and Technology

ABSTRACT

The Norwegian Design Council is promoting inclusive design as the solution to all our societies upcoming challenges with an increasing number of old people. The last couple of years, inclusive design has been written into legislations both in Norway and Europe. In this article, possible challenges with inclusive design have been explored by looking into the debate about inclusive design in small apartments and new technology, like ticket systems. The two cases have shown that interpretation and implementation have a great impact on the success factor of inclusive design.

KEYWORDS: Inclusive design, universal design, Norwegian Design Council, TEK 10, ticket systems, individual differences

1. INTRODUCTION provided by the NDC, is solely dedicated to Inclusive design, universal design and design for endorse inclusive design. Examples of success all are terms used to describe an approach of stories, a mythbuster and a quote library for developing products, services and environments, inclusive design are just some of the features which are usable and attractive for a large displayed at the site (Norwegian Design Counsil, number of people regardless of age, gender, c.2013a). On top of this, the NDC gives away an language and ability. The Norwegian Design Innovation Award for Universal Design, on behalf Council1 (NDC) has the last couple of years of the Norwegian Ministry of Children, Equality invested a lot of resources into promoting and Social Inclusion. The award goes to inclusive design to Norwegian business leaders, companies, institutions, architects and designers managers, marketers and designers. In 2005 a who have successfully implemented the inclusive programme called Innovation for All, was design method, and developed innovative established to demonstrate the potential of an solutions for the benefit of everyone. (Norwegian inclusive design approach (Norwegian Design Design Council, 2011) Council, 2013). Five years later, in 2010, the NDC published Innovating with people – The business The programme, the book, the web guide and of Inclusive Design, a book meant as a handbook the award, presents inclusive design as a picture- in how inclusive design can be used as a strategy perfect solution. The topic is given significantly for better business. The site inclusivedesign.no, more attention than other design approaches like for example sustainable design. At the same time 1 “The Norwegian Design Council is a national strategic body there seems to be no room to discuss the flaws for design in Norway mainly founded by the Ministry of with inclusive design, if there is any. If it is true Trade and Industry“ (Eikhaug, 2010, p.96)

Inclusive Design, a Perfect Solution? 1 what the NDC promotes that “Inclusive design is this article will also regard the two terms as a low-cost, high-return way to generate new equal. ideas” (Eikhaug, 2010, p.8), why does not every company use it? The current presentation of 2.1 History inclusive design simply sounds too good to be true. The NDC is not the only one praising The many wounded veterans from the two World inclusive design. The Internet is filled with Wars made disabilities visible in the society. propaganda, toolkits and articles suggesting Later, the young veteran soldiers from the inclusive design as the answer to the increasing Vietnam War protested on the second-class number of older people. treatment they where receiving as disabled citizens. By claiming equal rights for all, The Black This article will explore possible challenges with Civil Rights movement started the fight for inclusive design. Some questions to be asked are: disability rights, even though their main focus - Why do companies hesitate to adopt were to stop racial discrimination. With the inclusive design? American Civil Rights Act signed in 1964, a - Can inclusive design be excluding? blueprint for future laws was created (Vavik & - Is inclusive design as perfect as the NDC Gheerawo, 2009). would like us to believe? At the same time designers and architects started To discuss these questions, this article will first to consider a wider range of people in their work. look into the debate about inclusive design in The American designer Henry Dreyfuss taught small apartments. Then, the implementation of the world ergonomics and promoted that design new technology in public services, such as ticket should benefit people. The architect Selwyn machines, will be examined in terms of inclusive Goldsmith designed buildings also accessible for design. But first, some background information wheelchair users (Vavik & Gheerawo, 2009). In like the history of the ideology, and a description Europe, the Olympics in Italy 1960 were followed of the inclusive design strategy will be presented. by an international competition for disabled athletes. 1976 was launched as the international 2. BACKGROUND year for disabled people by the United Nations (Vavik & Gheerawo, 2009). This was followed by The three terms inclusive design, universal design a growing awareness around discrimination of and design for all, are today often used people with disabilities. interchangeable. The principal behind them is basically the same, “to promote an approach to The term universal design was first used by the design that understands and respects the needs American architect Ronald L. Mace in 1985. He of a diverse range of users” (Clarkson et al, 2003, was the one formulating universal design as “the p12.) The terms are used in different parts of the design of products and environments to be world as a result of their origin. Even though the usable by all people, to the greatest extent goal is primarily the same, methods have been possible, without the need for adaption or developed with a close connection to specific specialized design.” (Vavik & Gheerawo, 2009, terms. This article will mainly focus on inclusive p.10) The first international conference for design, since this is the term and strategy used universal design was hold in 1992 in Japan. In and promoted by the NDC. The Norwegian 1997 the seven principles of universal design government on the other hand, is using the term were established as: universal design in their action plan and 1. Equitable use regulations. For this reason, universal design has 2. Flexibility in use in many situations and public debates been used 3. Simple and intuitive use as a synonym to inclusive design. In these cases, 4. Perceptible information

Inclusive Design, a Perfect Solution? 2 5. Tolerance for error 6. Low physical error 7. Size and space for approach and use. (CUD, c.2008)

The Helen Hamlyn Centre, focusing exclusively on inclusive design, was founded in 1999 at the Royal College of Art in London. One year later in 2000, the UK Government defined inclusive design as “products, services and environments that include the needs of the widest number of consumers” (Eikhaug, 2010, p.9). The United Nations Convention on the Rights of Persons with Disabilities was agreed upon in 2006. From 2009 Figure 1: User pyramid with bottom-up approach. Norway had an Anti-discrimination and (Eikhaug, 2003 p.25) (Dong et al, 2003 p.115) Accessibility Act, and inclusive design had been written into legislation (Eikhaug, 2010). Inclusive design is a people-centered design approach according to the NDC. They emphasize In the beginning, universal design was closely close connection to lead users as the key to connected to the view that disabled and older success. The inclusive design strategy highlights people required special design solutions. Today engagement in six to twelve lead users instead of the attitude of inclusive design has shifted numerical market research. First hand towards integrating everyone in the mainstream observations and inspirational stories can trigger of everyday life. Vavik & Gheerawo (2009) new ideas and good solutions better than predicted “Universal Design will be one of the statistics. “Lead users are people who make strongest design trends in the 21st century”. greater demands on a product, system, service or environment and therefore challenge it in ways 2.2 The strategy beyond that of average, mainstream users.” (Eikhaug, 2010, p.35). Typical lead users can for The user pyramid (figure 1) displays how the example be older people for testing flexibility and market can be separated into four segments. The functionality for reduced strength, or cultural so-called average consumer can be found in the diverse groups for testing symbolism and context bottom segment with other healthy, able-bodied of use. Choosing the right lead users is essential. customers. In the next, and biggest segment, The lead user should be relevant to the design users with slightly restricted capabilities belong. and its intended purpose. Hence, a lead user in This includes for instance people who need one project can be an average user in another glasses, are left-handed or have dyslexia. People (Eikhaug, 2010). The intention with lead users is can also temporarily belong to this group by for to collect insight that can be exploited in the example be carrying heavy luggage or pregnancy development of mainstream products. The NDC (Eikhaug, 2010). Inclusive design aims to reach warns against designing only for a particular lead these two groups with a bottom-up approach, user, as this may lead to excluding a wider which means making mainstream products also audience. The design process can benefit from accessible for people with disabilities. (Dong et lead users in several stages, inspiring ideas as al, 2003) The top two segments are usually not well as evaluating concepts. viewed as primary markets for inclusive design, due to the large gap between their needs and the The NDC recommends eight activities to be needs of the mainstream user (Eikhaug, 2010). implemented into various stages of a typical

Inclusive Design, a Perfect Solution? 3 development process (figure 2). These activities The UK Commission for Architecture and the Built are: Environment (2006) published five principles for 1. Understand context inclusive design in buildings, places and spaces. - provide a foundation based on real The principles are as follows: life 1. Inclusive design places people at the 2. Design research heart of the design process. - plan what will be done with users 2. Inclusive design acknowledges diversity 3. Discover needs and difference. - put the planning into action 3. Inclusive design offers choice where a 4. Map insights single design solution cannot - organize findings gathered from user accommodate all users. research 4. Inclusive design provides for flexibility in 5. Translate briefs use. - translate findings into design briefs 5. Inclusive design provides buildings and 6. Scenario building environments that are enjoyable to use - generate ideas from the point of view for everyone. of the users (UK. Commission for Architecture and the Built 7. User feedback Environment, 2006). These principles have some - evaluate ideas with real people similarity to the principles for universal design 8. Resource building established in 1997. - collect and organize the valuable information 3. INCLUSIVE DESIGN AND SMALL (Norwegian Design Council, c.2013b) APARTMENTS

Tools like workshops, natural observations, 3.1 New regulations research kits and interviews are suggested to make these activities fruitful. In July 2010 Norway got new regulations regarding technical requirements for building works. These regulations will be referred to as TEK 10 from now on. Inclusive design is included in TEK 10. “Structures for the general public and work buildings shall be designed for universal accessibility pursuant to the provisions in the regulations, unless the structure or part of the

structure is, given its function, unsuitable for Figure 2: Inclusive design activities added in a people with impaired mobility.” (Direktoratet For design process (Norwegian Design Council, Byggkvalitet, 2010, § 12-1) This practically means c.2013b). that all apartments, in buildings that require an elevator, three storeys or more, need to be The NDC also links to the inclusive design toolkit accessible with a wheelchair. However, the created by the University of Cambridge. This site regulations do not apply for single-family houses provides among other an exclusion calculator. By or terrace houses, if not all primary functions are filling in which abilities a product or service at entrance level. Included in primary functions require, the calculator can estimate the are living room, kitchen, bedroom, bathroom and percentage of people in Great Britain that will be toilet (Norwegian Ministry of local government excluded (University of Cambridge, c.2013). and regional development, 2010). A wheelchair requires a circle with a diameter of at least 1,5 m to turn, and 0,9 m2 of free floor space to pass

Inclusive Design, a Perfect Solution? 4 objects (Christophersen & Denizou, 2010). For 3.3 Interpretation of inclusive design small apartments this can lead to a need for added areal or few options when it comes to In TEK 10, inclusive design has been converted to floor plan. numbers and detailed specifications. Schmidt & Guttu (2012) argue whether this interpretation of 3.2 Critic inclusive design is correct. In their report, Small homes – Universal design, domestic Martin Mæland, CEO of the largest Nordic arrangements and usability, they research if TEK cooperative building association, OBOS, claims 10 would ensure higher residential quality for all. that the prize of a tiny apartment in the capital of With residential quality, they refer to the Norway can rise with 360.000 NOK, as a result of “residents’ sense of satisfaction with their house inclusive design. His calculations are based on a or apartment, its fixtures and facilities” (Schmidt 45 square meters, two-room apartment, that will & Guttu, 2012). They are concerned that need an extra 6 square meters added, in an area wheelchair accessibility has been prioritized to a with 60.000 NOK per square meter. This could be greater extent than residential quality. As a enough to keep young couples from becoming result, both able-bodied and disable residents homeowners, according to Mæland(Gisvold, will find the apartment not fulfilling their 2013). This way, first time buyers can be expectations. Flexibility and the opportunity to excluded from entering the marked, by furnish and use the apartment according to their regulations of inclusive design. own needs, are found important for both user groups (Schmidt & Guttu, 2012). An analysis conducted by AS Bygganalyse, supports Mæland’s statement. The RIF- Inger Marie Lid (2013) points out in her new approved2 consulting engineering company has book, that the need for wheelchair friendly analyzed the change in price of dwellings from apartments are rapidly increasing, and that very 2003 to 2013. The report concludes that the price few of todays apartments can be visited or of small apartments will increase more than the owned by wheelchair users. On one hand, this price of other dwellings, and that inclusive design justifies the requirements set by TEK 10, since will be the main reason. Unlike Mæland, AS everyone has a right to equal opportunity and Bygganalyse gives no concrete numbers (AS equal treatment according to the Bygganalyse, 2013). However, scientists from Antidiscrimination and Accessibility Act from SINTEF Building and Infrastructure have 2009. On the other hand she questions that the calculated the extra cost to be no more than regulations require accessibility for small 40.000 NOK (Christophersen & Denizou, 2010). apartments, but not single-family houses with They also state that TEK 10 does not require the master bedroom on second floor (Lid, 2013). unnecessary large and expensive bathrooms, as As Schmidt and Guttu (2012), Lid (2013) also critics have claimed, but that thought trough accuses the implementation of inclusive design in planning is key to good solutions (Christophersen the regulation to go against one of the seven & Denizou, 2010). principles of universal design, namely flexibility. “Universal design should be flexible in use, and serve a wide range of individual preferences and abilities” (Lid, 2013, p.65). With the strict regulations on detail level, the user’s choice is taken away. It can also be discussed if the government, by focusing on wheelchair users, 2 “RIF is the organization for approved consulting companies has forgotten about all the other types of in Norway, and the Norwegian member association of the disabilities, when implementing inclusive design global consulting association FIDIC.” (Rådgivende Ingeniørers Forening, c.2013) in TEK 10. Blind, deaf, and cognitive disability will

Inclusive Design, a Perfect Solution? 5 most likely each require a different approach. 4.2 Placement 4. TICKET SYSTEMS According to The Norwegian Directorate of With new technology, transportation providers Health (2008), a self-service machine needs to be like train- and buss companies have had the easy to find and easy to access. This means signs opportunity to streamline their services by and textural lines leading the way, in addition to having the customer buy the ticket in advance. enough space next to the machine for users in This is usually done on machines at the station, wheelchairs, with strollers or walking aids. through applications for mobile devices, or by Lighting and sound in the environment is also SMS. Regarding these services, TEK 10 states essential for the machine to function optimally. “Information shall be easy to read and Lid (2013) explains how a couple arguing nearby understand. There shall be a visible contrast or a street musician can prevent the user from between text and background colours. Important hearing information provided with the sound information shall be accessible via text and sound function. In one of the interviews from or Braille.” (Direktoratet For Byggkvalitet, 2010, § Bjørkmann’s Master Thesis (2010) a visually 12-21) impaired person describes the joy of experiencing a display in perfect eyelevel. The 4.1 Touch screens display was in eyelevel of a grown man and made it possible for him to feel normal while reading. The Norwegian Directorate of Health (2008) Contrariwise, the Norwegian Directorate of suggests in their booklet, Self-service for all! Health (2008) recommends that control panels Accessible self-service-machines, that touch are placed between 80 cm and 120 cm above screens should be avoided if possible. This is ground level, to secure access for wheelchair mainly out of consideration of blind users, but users. also out of respect of older members of the society, who can find the new technology strange 4.3 Smartphone applications and complicated. If a touch screen is used in spite of this, the information is required to be With the increased market of smartphones, accessible in an additional form, such as sound or transportation providers have been given the keypad (The Norwegian Directorate of Health, opportunity to offer extra information through 2008). The Norwegian Association of the Blind applications and Internet. This information is and Partially Sighted (c.2013) has developed usually not essential for the traveler, but often guidelines for designing displays. Here they more updated than printed information and recommend few options per screenshot, the machines. In several cases only the most possibility to individually enlarge information and essential information is provided in printing, that keys are activated when the finger leaves while explanations and additional information the screen, as some measures to extend usability. can be found online. This solution can feel ironic since the users who most likely need elaborated Ticket machines for NSB, Norwegian State information are those who are least familiar with Railways, have touch screen as operational panel. the technology, and then as well least NSB practices a penalty fee if the traveler wants comfortable with Internet and applications. to buy the ticket from a conductor at the train. Out of consideration of the guidelines from The Older citizens have described how they feel Norwegian Association of the Blind and Partially excluded and left out of the community when Sighted, this penalty fee does not apply for news reporters announce headlines of stories people with disabilities or customers above 67 that only can be found at the Internet (NRK.no, years (NSB, 2013). 2013). Parallels can here be drawn to other

Inclusive Design, a Perfect Solution? 6 situations where extra information is provided express disapproval of inclusive design, even through Internet or mobile applications. though what they actually have a problem with is the interpretation of inclusive design made by 5. DISCUSSION the government. Schmidt & Guttu (2012) and Lid (2013) also question if the interpretation is 5.1 Why do companies hesitate to adopt according to the ideology. Their main concern is inclusive design? connected to the priority of wheelchair users before users with other disabilities. Nevertheless, Vanderheiden & Tobias (2000) discovered after the alternative would be to allow possible interviewing 68 European information and exclusion of people in wheelchairs. communication technology companies that “universal design is perceived by most companies As many companies are most familiar with the as a special interest (i.e., people with version of inclusive design represented in disabilities)”. Considering that this research was regulations, their impression of inclusive design conducted several years ago, it is reasonable to can be an expensive adaption for wheelchair assume some improvement in awareness. Yet, users and other disable minorities. This view the need for showcases and promotation from might be based on experiences with adjusting the NDC indicates that the misconception still products and services after they are finished exists. Vanderheiden & Tobias (2000) concluded instead of implementing the strategy. from their research that implementing universal design in regulations would be the most effective The fact that the two terms inclusive design and motivator for companies to engage in universal universal design often are used interchangeable, design. At the same time they were concerned might create confusion in the industry. While the that these regulations would be used as both a first term, when used by the NDC, refers to a minimum and a maximum by the industry. The design approach for mainstream products to a debate about inclusive design in small wider audience, the latter term, when used by apartments indicates that they had reason to be the Norwegian Government refers to an inclusion concerned. of the whole user pyramid (figure 1).

While Mælan and AS Bygganalyse place the 5.2 Can inclusive design be excluding? blame for expensive and unsatisfying apartments on inclusive design (Gisvold, 2013) (AS The UK Commission for Architecture and the Built Bygganalyse, 2013), SINTEF points out that the Environment (2006) gives following advice to problem lies in that minimum standard set by the developers of public places: “As an obvious first regulations is used by the building business as step, avoid steps. Replace them with a gentle maximum standard (Christophersen & Denizou, incline between floors”. By replacing stairs with 2010). Resulting in halfhearted solutions that will gentle inclines the walking distance increases not meet the requests of young couples nor dramatically. Here, The UK Commission for disabled people. Architecture and the Built Environment automatically jumps to a conclusion and gives a Another explanation for why companies hesitate solution, instead of encouraging insight in diverse to engage in inclusive design might very well be disabilities of lead users. The solution will benefit the blurred line between inclusive design as a wheelchair users but exclude those who have strategy, universal design as ideology and problems with inclines and distances. This universal design interpreted in regulations. The example clarifies that when it comes to inclusive public debate does not separate these terms, design, there is no standard solution. Each case which can be seen in the objection against needs to be evaluated and solved accordingly. universal design in TEK 10. In media, the critics

Inclusive Design, a Perfect Solution? 7 When designing for the whole population, it is 5.3 Is inclusive design as perfect as the important to remember the variation in degree NDC would like us to believe? of disability. TEK 10 only requires important information to “be accessible via text and sound What the NDC is describing when promoting or Braille” (Direktoratet For Byggkvalitet, 2010, § inclusive design is “a people centered strategy for 12-21). This indicates that text and Braille are innovation” (Norwegian Design Council, c.2013a). sufficient to fulfill the requirements of inclusive Strategy can be regarded as a key word in this design, even though it excludes visually impaired sentence. In all their material, the NDC is careful users who do not read Braille. This is a quite large not to jump to conclusions, but rather emphasize group of people as few bother to learn Braille the importance of user involvement. In many when their vision is degenerated due to age. ways, the strategy the NDC is trying to sell is very similar to a traditional, thorough design process. In some cases different user groups have However, the inclusive design process stands out contradictory needs. This can be seen in the when it comes to the choice of which users to example with the visually impaired man in the involve. In opposite to a regular approach, the Master Thesis of Bjørkmann (2010). For the man inclusive design method requires that the to feel normal and included, the display is placed included users have characteristics that will out of reach of a short person or someone in a demand more from the solution than an average wheelchair. Totally exclusion is considered customer. The NDC uses Stokke’s Tripp Trapp worse, and the legal placement will therefor be chair in one of their examples of successful way below what is comfortable for the visually inclusive design (Eikhaug, 2013). On one hand, impaired man. Contradictory needs can also be this can be perceived as a bit misleading since the found in the diversity of residents of small chair was designed long before the terms apartments. Again, the avoidance of totally inclusive design and universal design was exclusion is prioritized higher than a desirable defined. On the other hand, the process did floor plan. What these cases imply and Lid (2013) follow the principles of inclusive design, and is an comments in her book are that the diversity of excellent example of how inclusive design not human abilities, makes it difficult to agree on one only is about designing for people with severely common standard. restricted capabilities. This distorted view appears to be one of the reasons companies A ticket machine with touch screen where the hesitate to implement inclusive design. measures recommended by the Norwegian Association of the Blind and Partially Sighted If inclusive design regulations are interpreted as (c.2013) are applied, can still be excluding for avoiding touch screens at any cost, the overall older people. The fact that these measures also offer to mainstream users can suffer. As touch benefit old users does not matter if they screens have become one of the most preferred withhold themselves from using the machines by solutions for the young generation, a keypad will fear of new technology. This generation can be be a less lucrative option. Again the differences excluded by a machine, which fulfills the between regulations and the strategy are requirements of inclusive design sett by the fundamental. The disabled interviewees from government. The feeling of exclusion can be Bjørkmann’s Master Thesis (2010) did not like to exacerbated if the service is supposed to be focus on the term inclusive design or universal inclusive design (Lid, 2013). As well can the design. What they explained as important was feeling of failure appear when a so-called easy the possibility to do normal activities with task seems impossible. dignity. This requires solutions that work regardless of abilities, without holding the able- bodied back.

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