Design for All - Accessibility following a Design for All approach in products, goods and services - Extending the range of users

This document specifies requirements that enable an organization to design, develop and provide products, goods or services so that they can be accessed, understood and used by the widest range of users.
This document specifies requirements and recommendations that enables  an organization to extend their range of users by identifying diverse needs, characteristics, capabilities,  and preferences, by directly or indirectly involving users, and by using knowledge about accessibility in its procedures and processes.
This document specifies requirements that can enable an organization to meet applicable statutory and regulatory requirements as related to accessibility of its products, goods or services.
The requirements set out in this document are generic and are intended to be applicable to all relevant parts of all organizations, regardless of type, size or products, goods or services provided.
This document promotes accessibility following a Design for All approach in mainstream products, goods and services and interoperability of these with assistive technologies.
This document does not provide technical design specifications and does not imply uniformity in design or functionality of products, goods and services.

Barrierefreiheit von Produkten, Waren und Dienstleistungen nach einem „Design für alle“-Ansatz - Erweiterung des Nutzerkreises

Dieses Dokument legt Anforderungen fest, die es einer Organisation ermöglichen, Produkte, Waren und Dienstleistungen zu gestalten, zu entwickeln und bereitzustellen, die für einen möglichst großen Bereich von Nutzern zugänglich, verständlich und nutzbar sind.
Dieses Dokument legt Anforderungen fest und spricht Empfehlungen aus, die es einer Organisation ermöglichen, ihren Bereich von Nutzern zu erweitern, indem sie vielfältige Erfordernisse, Charakteristika, Fertigkeiten und Vorlieben durch direkte oder indirekte Einbeziehung von Nutzern und durch Anwendung von Kenntnissen über Zugänglichkeit in ihren Verfahren und Prozessen identifiziert.
Dieses Dokument legt Anforderungen fest, die es einer Organisation ermöglichen, geltende gesetzliche und behördliche Anforderungen in Bezug auf die Zugänglichkeit ihrer Produkte, Waren und Dienstleistungen einzuhalten.
Die in diesem Dokument festgelegten Anforderungen sind allgemein gefasst und dazu bestimmt, auf alle relevanten Teile sämtlicher Organisationen, unabhängig von deren Typ, deren Größe und den von ihr bereitgestellten Produkten, Waren und Dienstleistungen Anwendung zu finden.
Dieses Dokument fördert Zugänglichkeit durch Verfolgung eines Ansatzes der Gestaltung für Alle bei Alltagsprodukten, Waren und Dienstleistungen und deren Interoperabilität mit Assistenztechnologien.
Dieses Dokument bietet keine technischen Gestaltungsspezifikationen und impliziert keine Einheitlichkeit der Gestaltung oder Funktion von Produkten, Waren und Dienstleistungen.

Conception pour tous - Accessibilité selon une approche Conception pour tous des produits, des biens et des services - Élargissement de l’éventail d’utilisateurs

Le présent document spécifie des exigences permettant à un organisme de concevoir, développer et délivrer des produits, des biens ou des services de façon à les rendre accessibles, compréhensibles et utilisables par le plus large éventail d’utilisateurs.
Le présent document spécifie des exigences et des recommandations qui permettent à un organisme d’élargir l’éventail des utilisateurs en identifiant les différents besoins, caractéristiques, capacités et préférences, en impliquant directement ou indirectement les utilisateurs et en utilisant les connaissances en matière d’accessibilité dans ses procédures et processus.
Le présent document spécifie des exigences pouvant permettre à un organisme de répondre aux exigences statutaires et réglementaires relatives à l’accessibilité de ses produits, de ses biens ou de ses services.
Les exigences fixées dans le présent document sont génériques et destinées à s’appliquer à toutes les parties concernées de tous les organismes, quels que soient leur type, leur taille ou les produits, biens et services fournis.
Le présent document encourage l’accessibilité selon une approche Conception pour tous des produits, biens et services d’utilisation courante et leur interopérabilité avec les technologies d’assistance.
Le présent document ne fournit pas de spécifications de conception techniques et n’implique aucune uniformité dans la conception ou la fonctionnalité des produits, biens et services.

Oblikovanje za vse - Dostopnost, ki sledi pristopu "oblikovanje za vse" v proizvodih, dobrinah in storitvah - Razširitev kroga uporabnikov

Ta dokument določa zahteve, ki organizaciji omogočajo, da oblikuje, razvije in ponuja proizvode, dobrine ali storitve, tako da lahko kar največ uporabnikov dostopa do njih, jih razume in uporablja.
Ta dokument določa zahteve in priporočila, ki organizaciji omogočajo, da razširi svoj krog uporabnikov z opredelitvijo različnih potreb, značilnosti, zmožnosti in preferenc, tako da neposredno ali posredno vključijo uporabnike in v svojih postopkih in procesih uporabijo znanje o dostopnosti.
Ta dokument določa zahteve, ki lahko organizaciji omogočijo, da izpolnjuje veljavne zakonske in regulativne zahteve v zvezi z dostopnostjo svojih proizvodov, dobrin ali storitev.
Zahteve, opredeljene v tem dokumentu, so splošne in so namenjene uporabi v vseh ustreznih delih vseh organizacij ne glede na vrsto, velikost ali naravo proizvodov, dobrin ali storitev.
Ta dokument spodbuja dostopnost, ki sledi pristopu »oblikovanje za vse« v splošnih proizvodih, dobrinah in storitvah, ter interoperabilnost slednjih s podpornimi tehnologijami.
Ta dokument ne podaja tehničnih specifikacij oblikovanja ter ne zahteva enotnega oblikovanja ali funkcionalnosti proizvodov, dobrin in storitev.

General Information

Status
Published
Public Enquiry End Date
31-Oct-2017
Publication Date
20-Mar-2019
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
15-Mar-2019
Due Date
20-May-2019
Completion Date
21-Mar-2019

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SLOVENSKI STANDARD
SIST EN 17161:2019
01-maj-2019
Oblikovanje za vse - Dostopnost, ki sledi pristopu "oblikovanje za vse" v
proizvodih, dobrinah in storitvah - Razširitev kroga uporabnikov

Design for All - Accessibility following a Design for All approach in products, goods and

services - Extending the range of users

Barrierefreiheit von Produkten, Waren und Dienstleistungen nach einem „Design für

alle“-Ansatz - Erweiterung des Nutzerkreises
Conception pour tous - Accessibilité selon une approche Conception pour tous des
produits, des biens et des services - Élargissement de l’éventail d’utilisateurs
Ta slovenski standard je istoveten z: EN 17161:2019
ICS:
01.120 Standardizacija. Splošna Standardization. General
pravila rules
03.080.01 Storitve na splošno Services in general
03.120.01 Kakovost na splošno Quality in general
SIST EN 17161:2019 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN 17161:2019
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SIST EN 17161:2019
EUROPEAN STANDARD
EN 17161
NORME EUROPÉENNE
EUROPÄISCHE NORM
March 2019
ICS 01.120; 11.180.01; 13.180
English version
Design for All - Accessibility following a Design for All
approach in products, goods and services - Extending the
range of users

Conception pour tous - Accessibilité selon une Barrierefreiheit von Produkten, Waren und

approche Conception pour tous des produits, des biens Dienstleistungen nach einem "Design für alle"-Ansatz -

et des services - Élargissement de l'éventail Erweiterung des Nutzerkreises
d'utilisateurs
This European Standard was approved by CEN on 26 November 2018.

CEN and CENELEC members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for

giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical

references concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to

any CEN and CENELEC member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by

translation under the responsibility of a CEN and CENELEC member into its own language and notified to the CEN-CENELEC

Management Centre has the same status as the official versions.

CEN and CENELEC members are the national standards bodies and national electrotechnical committees of Austria, Belgium,

Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany,

Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania,

Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom.

CEN-CENELEC Management Centre:
Rue de la Science 23, B-1040 Brussels

© 2019 CEN/CENELEC All rights of exploitation in any form and by any means Ref. No. EN 17161:2019 E

reserved worldwide for CEN national Members and for
CENELEC Members.
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SIST EN 17161:2019
EN 17161:2019 (E)
Contents Page

European foreword ....................................................................................................................................................... 5

Introduction .................................................................................................................................................................... 6

1 Scope .................................................................................................................................................................... 9

2 Normative references .................................................................................................................................... 9

3 Terms and definitions ................................................................................................................................... 9

4 Context of the organization – Design for All approach ................................................................... 12

4.1 Accessibility following a Design for All approach ............................................................................ 12

4.2 Understanding the organization and its context .............................................................................. 12

4.3 Understanding the needs and expectations of interested parties ............................................. 14

4.4 Determining the scope of the Design for All approach within the organization ................... 14

4.5 Integration with established process systems .................................................................................. 14

5 Leadership ...................................................................................................................................................... 15

5.1 Leadership and commitment ................................................................................................................... 15

5.2 Policy ................................................................................................................................................................ 16

5.3 Organisational roles, responsibilities and authorities ................................................................... 17

6 Planning ........................................................................................................................................................... 17

6.1 Actions to address risks and opportunities ........................................................................................ 17

6.2 Design for All approach objectives and planning to achieve them ............................................ 18

6.3 Planning for changes ................................................................................................................................... 18

7 Support ............................................................................................................................................................ 19

7.1 Resources ........................................................................................................................................................ 19

7.2 Competence .................................................................................................................................................... 19

7.3 Awareness ....................................................................................................................................................... 20

7.4 Communication ............................................................................................................................................. 20

7.5 Documented information .......................................................................................................................... 20

8 Operation ........................................................................................................................................................ 21

8.1 Operation planning and control ............................................................................................................. 21

8.2 Design and development of products and services ......................................................................... 21

8.2.1 Planning to extend the range of users .................................................................................................. 21

8.2.2 Identifying the intended users ................................................................................................................ 21

8.2.3 Requirements to extend the range of users........................................................................................ 22

8.2.4 Realization ...................................................................................................................................................... 23

8.2.5 Evaluation ....................................................................................................................................................... 24

8.3 User involvement ......................................................................................................................................... 24

8.4 End-to-end chain in relation to accessibility ...................................................................................... 25

8.5 Control of and communication with external suppliers ................................................................ 26

9 Performance evaluation ............................................................................................................................ 26

9.1 Monitoring, measurement, analysis and evaluation ....................................................................... 26

9.1.1 General ............................................................................................................................................................. 26

9.1.2 User feedback ................................................................................................................................................ 27

9.1.3 Analysis and evaluation ............................................................................................................................. 27

9.2 Internal audit ................................................................................................................................................. 28

9.3 Management ................................................................................................................................................... 28

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EN 17161:2019 (E)

10 Improvement .................................................................................................................................................. 29

Annex A (informative) Accessibility, Design for All approach and Human Rights ............................. 30

A.1 Introduction.................................................................................................................................................... 30

A.2 The core mind-set of the Design for All approach ............................................................................ 30

A.3 Human Rights and Design for All approach ........................................................................................ 30

A.4 Sustainable development with a Design for All approach ............................................................. 31

A.5 Access, understand and use ...................................................................................................................... 31

A.6 Examples of Design for All approaches ................................................................................................. 32

Annex B (informative) User involvement ......................................................................................................... 33

B.1 Introduction.................................................................................................................................................... 33

B.2 Benefits of involving users ........................................................................................................................ 33

B.3 Identifying and understanding current and potential users ........................................................ 33

B.3.1 Potential users ............................................................................................................................................... 33

B.3.2 Demographic statistics ............................................................................................................................... 34

B.4 Planning and performing user involvement ....................................................................................... 34

B.4.1 General ............................................................................................................................................................. 34

B.4.2 Schedule for user involvement ................................................................................................................ 35

B.4.3 Arrangements ................................................................................................................................................ 35

B.4.4 User feedback and market surveys ........................................................................................................ 35

B.4.5 Ethics of user involvement ........................................................................................................................ 36

B.4.6 End-to-end documentation ....................................................................................................................... 36

Annex C (informative) Design activities within projects ............................................................................. 37

C.1 Introduction.................................................................................................................................................... 37

C.2 Activities and their inputs ......................................................................................................................... 37

C.3 User input to activities ................................................................................................................................ 39

C.4 Understand and identify the users and the context of use (8.2.2) .............................................. 40

C.4.1 Scoping ............................................................................................................................................................. 40

C.4.2 The importance of users (8.3) .................................................................................................................. 40

C.4.3 User groups (8.2.2) ....................................................................................................................................... 40

C.5 Requirements specification (8.2.3) ........................................................................................................ 40

C.6 Produce solutions to meet the user requirements (8.2.4) ............................................................ 41

C.6.1 High level approach ..................................................................................................................................... 41

C.6.2 Developing the solution ............................................................................................................................. 41

C.6.3 Detailed design decisions .......................................................................................................................... 42

C.6.4 Evaluation as design progress ................................................................................................................. 42

C.6.5 Iteration ........................................................................................................................................................... 42

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C.7 Evaluation (8.2.5) ......................................................................................................................................... 42

C.7.1 Evaluation from the earliest stages ....................................................................................................... 42

C.7.2 Focus on evaluation from the user's perspective ............................................................................. 42

C.7.3 Iteration and feedback ............................................................................................................................... 42

C.7.4 Conformity assessment .............................................................................................................................. 43

Annex D (informative) List of requirements ................................................................................................... 44

D.1 Introduction ................................................................................................................................................... 44

D.2 List: requirements ....................................................................................................................................... 44

D.3 List: documented information ................................................................................................................. 49

Annex E (informative) Non exhaustive list of standards and guidance relevant to

'Accessibility following a Design for All approach in products, goods and services' .......... 51

E.1 Introduction ................................................................................................................................................... 51

E.2 Standards and guidance ............................................................................................................................. 51

Bibliography ................................................................................................................................................................. 52

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SIST EN 17161:2019
EN 17161:2019 (E)
European foreword

This document (EN 17161:2019) has been prepared by Technical Committee CEN/CLC/JTC 12 “Design

for All”, the secretariat of which is held by NEN.

This European Standard shall be given the status of a national standard, either by publication of an

identical text or by endorsement, at the latest by September 2019, and conflicting national standards shall

be withdrawn at the latest by September 2019.

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. CEN shall not be held responsible for identifying any or all such patent rights.

This document has been prepared under standardization request M/473, given to CEN and CENELEC by

the European Commission, to include accessibility following a ‘Design for All’ approach in relevant

standardization activities for products, goods and services.

According to the CEN-CENELEC Internal Regulations, the national standards organisations of the

following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia,

Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France,

Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands,

Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and

the United Kingdom.
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SIST EN 17161:2019
EN 17161:2019 (E)
Introduction

A Design for All approach takes account of human diversity to extend the range of users. This approach

inspires innovation in organisations so that management value an inclusive and non-stigmatizing mind-

set and supports a culture, which prioritises people. The Design for All approach and innovation ensure

optimal practices and activities, so that operations have the best tools and resources in place to enable

them to achieve accessible products, goods and services, i.e. what this document refers to as 'accessibility

outcomes'.

Accessibility seeks to prevent and remove barriers, ensuring that persons with disabilities have access to

products, goods and services on an equal basis with others.

Accessibility as an outcome from integrating a Design for All approach throughout the whole organization

can maximize the range of potential users of products, goods and services. Extending the range of users

can increase markets. It can also increase the proportion of the population, including persons with

disabilities, able to participate fully and independently in society. The accessibility of products, goods and

services realized by Design for All can benefit all users. Every organization can benefit from this approach.

NOTE 1 Terms such as “Design for All”, “Universal Design”, “accessible design”, “barrier-free design”, “inclusive

design” and “transgenerational design” are often used interchangeably with the same meaning.

NOTE 2 The approach defined in this document covers all products, goods and services. To keep the text easy to

read, the rest of this document will sometimes use the shorter phrase “products and services”. Wherever “products

and services” is used, it is equivalent to, and should be interpreted as, “products, goods and services”.

Each individual user has their own profile of needs, characteristics, capabilities, and preferences, and this

fact needs to be recognized when developing mainstream products and services. For most people their

profile of capabilities changes substantially throughout the course of their life, as they advance from

childhood to adulthood and then into old age. In addition, changing circumstances, accidents, disease and

other life-changing events may lead to a significant change in needs, characteristics, sets of capabilities

and preferences. Furthermore, the context of use of products, goods and services can influence users’

needs, characteristics, capabilities, and preferences, and hence the degree of accessibility and usability. A

Design for All approach acknowledges all these variations and circumstances and aims at meeting their

requirements to the greatest extent possible.

This document describes the adoption, throughout the whole organization, of a process-driven Design

for All approach in relation to all aspects of design, development, and manufacturing. Involvement of

users, including persons with disabilities, all the way through is a central part of this approach. Accessible

products and services are amongst the key outcomes.

The requirements and recommendations in this document can complement existing organisational

management and operational processes in order to achieve accessibility outcomes. The product design

and development process is usually part of a management system, such as EN ISO 9001, into which

accessibility following a Design for All approach can be integrated.

This document defines the requirements in an order that is consistent with organisational planning and

process management, i.e.:

— Understanding the context of the organization, the needs and expectations of interested parties,

including people with disabilities, the integration of a Design for All approach within established

systems and processes (Clause 4);

— Leadership, policy and responsibilities in support of a Design for All approach and the achievement of

accessibility outcomes (Clause 5);
— The planning of Design for All objectives and how to achieve them (Clause 6);
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— Organizing the support and other resources, including people and information needed to realize a

Design for All approach and the delivery of accessibility outcomes (Clause 7);

— Operational processes related to meeting users’ requirements, including persons with disabilities, and

developing products and services across the entire end-to-end chain, in accordance with the Design

for All approach (Clause 8);

— Processes to monitor, measure, analyse and evaluate the effectiveness and correctness of the Design

for All approach and its accessibility outcomes (Clause 9);
— The continuous improvement of the Design for All approach (Clause 10).

Management of the processes and the approach as a whole can be achieved using “Plan-Do-Check-Act”

(PDCA) or similar methodology. The normative clauses of this document broadly reflect the widely-used

PDCA model. The PDCA cycle is a way to achieve continuous improvement in business, development and

manufacturing processes. In the same way that a circle has no start or end, the PDCA method is also

constant and unbroken.

Figure 1 illustrates how the processes and requirements set out in Clauses 4 to 10 are related and

interconnected and how continuous improvement is achieved through repeated cycles of design and

implementation. The figure makes it clear that committed leadership as well as the provision of adequate

support and resources are central to achieving the right outcomes.
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EN 17161:2019 (E)

Figure 1 — Integrating a Design for All approach into the continuous processes for design,

development and provision of products, goods and services

NOTE 3 Figure 1 shows a diagram of the interrelations between the processes, procedures and activities in this

standard to achieve Accessibility outcomes based on the application of a Design for All approach. It consists of

concentric cicles showing the various layers of these interrelating elements.

On top of the diagram there is the Design for All approach. From there, the viewer's eye is drawn to "Leadership"

(Clause 5) and "Support" (Clause 7) in the centre. "Planning" (Clause 6), "Operation" (Clause 8) and "Performance

evaluation" (Clause 9) are connected to and arranged in a circle around this centre. This cluster of elements is

framed by an outer circle labelled "Continuous improvement" (Clause 10) and embedded in a layer labelled "Context

of the organisation" (Clause 4). From the centre, where it has been absorbed, the Design for All approach is spread

across all illustrated components to result in Accessibility outcomes at the bottom.

The Design for All approach described in this document does not imply uniformity of the design of

products, goods, and services.
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EN 17161:2019 (E)
1 Scope

This document specifies requirements that enable an organization to design, develop and provide

products, goods and services so that they can be accessed, understood and used by the widest range of

users, including persons with disabilities.

This document specifies requirements and recommendations that enables an organization to extend their

range of users by identifying diverse needs, characteristics, capabilities, and preferences, by directly or

indirectly involving users, and by using knowledge about accessibility in its procedures and processes.

This document specifies requirements that can enable an organization to meet applicable statutory and

regulatory requirements as related to the accessibility of its products, goods and services.

The requirements set out in this document are generic and are intended to be applicable to all relevant

parts of all organisations, regardless of type, size or products, goods and services provided.

This document promotes accessibility following a Design for All approach in mainstream products goods

and services and interoperability of these with assistive technologies.

This document does not provide technical design specifications and does not imply uniformity in design

or functionality of products, goods and services.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

— IEC Electropedia: available at http://www.electropedia.org/
— ISO Online browsing platform: available at http://www.iso.org/obp
3.1
accessibility

extent to which products, systems, services, environments and facilities can be used by people from a

population with the widest range of user needs, characteristics and capabilities to achieve identified goals

in identified contexts of use

Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.

[SOURCE: EN ISO 9241-112:2017, 3.15 [5]]
3.2
assistive technology

equipment, product system, hardware, software or service that is used to increase, maintain or improve

capabilities of individuals

Note 1 to entry: Assistive technology is an umbrella term that is broader than assistive products.

Note 2 to entry: Assistive technology can include assistive services, and professional services needed for

assessment, recommendation and provision.
[SOURCE: CEN-CENELEC Guide 6:2014, 2.16 [13]]
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EN 17161:2019 (E)
3.3
context of use

physical and social environments in which a system is used, including users, tasks, equipment and

materials
[SOURCE: CEN-CENELEC Guide 6:2014, 2.7 [13]]
3.4
documented information

information required to be controlled and maintained by an organisation and the medium on which it is

contained

Note 1 to entry: documented information can be in any format and media and from any source.

Note 2 to entry: documented information can refer to:
- the management system, including related processes;
- information created in order for the organization to operate (documentation);
- evidence of results achieved.

Note 3 to entry: this constitutes one of the common terms and core definitions for ISO management system

standards given in Annex SL of the Consolidated ISO Supplement to the ISO/IEC Directives, Part 1.

[SOURCE: ISO 9000:2015, 3.8.6 [1]]
3.5
end-to-end chain
sequence of information, processes and activities th
...

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