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Transcript of Be master presentation
“Older Consumers and the Built Environment” Engage Business Network
Sponsored by HEWI (http://www.hewi.com)The Building CentreStore StreetLondon WC1E 7BT
Agenda
1.30pm Delegate registration
2.00pm Chair’s Welcome - Ian Rutter, Senior Manager Engage Business
Network
2.05pm Sponsor’s Welcome - Stephen Maley, Sales Director, HEWI
2.10pm Martin Jones, Senior Lecturer/Programme Manager, Retail Lab,
DeMontfort University
2.35pm Ian Rowe, Ian Rowe Associates
3.00pm Feroze Varavia, Terminal Duty Manager, London Gatwick Airport
3.25pm Refreshments
3.40pm Nicola Mathers, Cabe/Design Council
4.05pm Patrick Devlin, Pollard Thomas Edwards Architects
4.30pm Discussion
5.00pm Close
WelcomeIan RutterSenior Manager, Engage Business NetworkAge UK
Stephen Maley Sales DirectorHEWI
CPD PresentationSanitary and Accessibility –Design and Function for All.
To highlight the current market for accessibility/sanitary products and to illustrate that contemporary, stylish design can be used to comply with current regulations and requirements for those requiring access support.
CPD PresentationObjective
CompanyMade in Germany
· 550 employees
· production facilities
CompanyFields of business
Sanitary:· Accessories· Care / Accessibility
Hardware: · Door and window handles· Handrails | Signage
· Excellent design· Innovative Solutions· High Quality Materials· First Class Function
Automotive Products for: Audi | BMW | Mercedes-Benz | Porsche | Volvo
CompanyFields of business
1970 | The Classic Lever handleInnovation: Form | Material | Surface
1984 | AccessibilityAccessibility product ranges
Communication
Full Set of RIBA Approved CPDs1. Sanitary And Accessibility- Design and Function for All2. Architectural Handrails and Balustrades3. Door Furniture for ALL to Handle
www.hewi.com
“Evaluating impact and informing change”Martin JonesSenior lecturer, Retail Lab Programme Manager.
Understanding the consumer journey
Understanding the consumer journey
Understanding how we all view and respond to stimuli is key
Human behaviour
Techniques & TechnologyAutomated tracking systems
• Glance• Flow dynamics• Individual behaviours
RETAIL LAB
Impact of physical spaces on users
a
b
Impact of physical spaces on users
Impact of physical spaces on users
Average % behavior by path count is Target 1 26.6% and Target 2 71.4%.
Informing the design process
Informing the design process
Informing the design process
Saliency measured against visual hierarchy
Saliency measured against visual hierarchy
Improving performance in delivery, operations and use.
Business priority
1.Brand2.Profit3.Staff4.Offer
a) Primaryb) navigation / servicec) Access to product
Performance on the ground
1.?2.?3.?4.?
a) ?b) ?c) ?
V
Informing the design process
Are you truly consumer focused?
Video
Building things for people to useIntegrating Human Factors into design
Ian Rowe – DirectorIan Rowe Associates Ltd.
Let’s take a look at a ‘modern’ design
Virgin Pendolino Train
The Pendolino
‘The return of the train’
Design council award
Aerodynamic, sleek, high speed, ‘designer’
But …….
However, for some passengers, already upset by the cramped conditions on the new trains, yesterday’s incident was the final straw.
Alex McPhee, an engineer, said: "I’m not happy - all this new technology is going into service before the problems have been ironed out."
Mr McPhee, who was returning to Sussex with his wife, Susan, after a week’s holiday in the Highlands, went on: "The train staff could not have done more, but the accommodation is inadequate, especially space for luggage, and there is certainly no advance in comfort.“
Source: Scotsman.com.business
Description of train journey from Scotland to London
The problem
DDA ‘compliant’ toilet
What the papers said…• ‘[Virgin trains] denied reports in the Daily Telegraph about automatic doors
opening unexpectedly or locking people in.
• Problems with disabled toilets on the hi-tech tilting trains however were down to people not using the automatic doors properly, a spokesman said.
• “There’s a button to close the door and another with a key symbol on it which locks the door and flashes when the door closes,” said David Ewart, communications manager with Virgin.
• “It’s pretty clear what you have to do. We’ve even got signs in Braille,” he added.
• Rail watchdog group Passenger Focus, however, said there might be a need for Virgin to have clearer instructions for customers.’
• What a mad world we live in where people design electronic toilet door buttons… and get it wrong! And some poor soul ends up getting caught with their trousers down on the 9:13 from Birmingham New Street. Surely a manual door would have been ok. Then a nice handle which affords sliding would have been crystal clear.
Guiding principles
• Consider all elements of the Socio-technical system
• Don’t forget the users – all of the people
• Make it inclusive
• Balance form and function
Case example – York Railway station - Reducing Slip & Trip Accidents
• Background
• Approach
• Findings
• Conclusions
Background & ApproachBackground
• Slips and Trips have now become the top safety issue for passengers in UK raill
• Many attempts to tackle the issue have failed
• ‘Where there’s a blame, there’s a claim’ culture growing in UK
Approach
• Observations
• Interviews
• Surveys
• Analysis
• Implementation of changes
Findings & Conclusions
• Attitude of staff identified as a significant latent failure• Latent failures found in all system elements including:
• Technology – Lifts and signage• Processes – Handling wet weather, failure of equipment• Environment - Selection of floor finishes
• Shifting the attitude of staff then working with them to address all latent failures resulted in a significant improvement
Case study example – Developing a ticket counter for East Coast Trains
Ticket counters developed for London Underground in 2005Single inclusive design approachInvolved research to understand how it is used on both staff and customer
sideDevelopment of an ergonomic and user centred design Extensive trials conducted with staff and customersThree iterations of design made before finalising
Conclusions
• Good design balances all elements of the system and puts ‘people’ at the centre.
• We should be striving for ‘inclusive’, not ‘exclusive’ design• A robust process of real user engagement is the key to success• Assuming that you already know the requirements of the users
is arrogant and can be dangerous• Don’t rely solely on ‘standards’ – they don’t always fully serve
the user
Thank You
Feroze VariavaTerminal Duty Manager
Gatwick Airport Limited
The Assistance ChallengeHow to deliver great service
The Challenge
Gatwick’s service proposition
Airline role
Watch-outs
The Assistance Challenge - How to deliver great service• In excess of 400,000 passengers requiring assistance in 2012/2013.• Yr/Yr increase of + 10%• PRM operation split between two Terminals• Seasonal trends.• At Gatwick we provide assistance to approximately 30,000 passengers a
month, rising to around 47,000 at peakRetail spend goes up in the PRM peak periodsAirline Role:Pre notification & ServiceWatch outs:• Accidents involving older passengers dominate our statistics. • Keeping passengers safe is one of our top priorities.Design out risk from Accident hotspots
Age Profile At Gatwick
Approx. 10% of passengers are aged 65+ which equates to 3.4 million per year
On average, passengers aged 65+ have increased by 3% since 2008
Age profile at Gatwick
• 10 % of passengers at Gatwick are 65+ equates to 3.4 million per year
• 65+ age bracket have increased by 3% since 2008 • 70% of PRM passengers are over 55 years of age
• 35% of PRM passengers are over 65 years of age • 88% of older travellers take up to three holidays a year
Gatwick’s service proposition
Not accepting minimum standards
KPI’s
Voice of your customer
Website design
Key Performance Indicators
• Compliments vs complaints
• Declared maximum waiting times
• Quality of hosting and welfare provided
• The Personal Service
Airside PRM ExperienceAverage Scores
Voice of the customer
Watch outs
Keeping our passengers safe
Design in safety
Drive for Productivity with Service
Role of the Airlines
• Pre-notification• Collaborative working
You’re never too old
REFRESHMENT BREAK
Design Council, CabeAgeing better by design
Nicola MathersDesign Council
Ageing, some of the issues
Current challenges to ageing well
- The market for products and services which meet the needs and desires of older people is underdeveloped.
- Much of our housing and accommodation for older people is unsuitable.
Our work in ageing
Our work helps to shift perceptions of ageing.
We place people at the centre of the design process – resulting in more suitable, respectful design.
Olympic Park, Stratford
We have developed appropriate, products services and spaces for older people through design.
Olympic Park, Stratford
Video
http://www.designcouncil.org.uk/our-work/challenges/Health/Living-well-with-Dementia1/Solutions1/buddi/
Built environment
As the demographic shift towards an ageing population intensifies, we’ll continue to argue that inclusive design is not a choice but a basic essential.
Inclusion by design
1. Places people at the heart of the design process
2. Acknowledges diversity and difference
3. Offers choice
4. Is flexible
5. Provides buildings and environments that are convenient and enjoyable for all
Olympic Park
Our London 2012 Design Review panel worked with the ODA to assess designs for buildings and spaces in the Olympic Park.
We worked with the London Legacy Development Corporation to secure the legacy and benefits for the surrounding communities and London.
Neighbourhood Planning
We offer support to local communities involved in neighbourhood planning in England.
Objective 6:
To sustain the vitality, health
and safety of the community,
and to allow disabled, elderly
and inform residents the
opportunity of remaining part
of it.
Cringleford neighbourhood plan
Olympic Park, Stratford
Thank you
visit: www.designcouncil.orgemail: [email protected]: @Cabeupdates
HAPPI design for older peopleMore beautiful, practical homes for the third age of our lives
Patrick DevlinDirector POLLARD THOMAS EDWARDS architects
When we last built in quantity for older people?
HAPPIHousing our Ageing Population: Panel for Innovation
What can we look forward to now?
DISCUSSION