Transport Services - Customer communications for passenger transport services - A Universal Design approach

This document specifies requirements and recommendations for the planning, design, development and provision of communication services related to passenger transport so that this information can be accessed, understood and used by the widest range of users, including persons with disabilities and older persons.
These requirements and recommendations enable an organization to extend its range of users by identifying diverse characteristics, capabilities, and preferences.
The requirements set out in this standard are applicable to but not limited to passenger transport service providers including air-, bus, rail-, and waterborne passenger transport services.

Dienstleistungen im Transportwesen - Kundenkommunikation für Dienstleistungen im Personenverkehr - Ein Universal Design-Ansatz

Dieses Dokument legt Anforderungen fest und spricht Empfehlungen aus, die es ermöglichen, Kommunikationsdienstleistungen für den Personenverkehr so zu planen, zu gestalten, zu entwickeln und bereitzustellen, dass Informationen für einen weitesten Benutzerkreis einschließlich Menschen mit Behinderungen und älterer Menschen zugänglich, verständlich und nutzbar sind.
Diese Anforderungen und Empfehlungen ermöglichen es einer Organisation, ihren Benutzerkreis zu erweitern, indem sie vielfältige Merkmale, Fertigkeiten und Präferenzen ermittelt.
Die in dieser Norm aufgestellten Anforderungen sind unter anderem anwendbar auf Dienstleister im Personenverkehr, darunter Dienstleistungen der Passagierluftfahrt, des Bus-, Schienen- und des Schiffsverkehrs.

Services de transport - Communications destinées aux clients de services de transport collectif - Une approche de conception universelle

Le présent document spécifie des exigences et des recommandations pour la planification, la conception, le développement et la fourniture de services de communication associés au transport collectif pour permettre au plus grand nombre d’utilisateurs, y compris les personnes handicapées et les personnes âgées, d’accéder à ces informations, de les comprendre et de les utiliser.
Ces exigences et recommandations permettent à un organisme d’étendre l’éventail de ses utilisateurs en identifiant diverses caractéristiques, capacités et préférences.
Les exigences énoncées dans la présente norme sont applicables notamment aux fournisseurs de services de transport collectif, y compris les services de transport collectif aérien, routier, ferroviaire et de transport par voie d’eau.

Transportne storitve - Strankine komunikacije pri storitvah potniškega prometa - Pristop s splošno zasnovo

Ta dokument določa zahteve in priporočila za načrtovanje, zasnovo, razvoj ter zagotavljanje komunikacijskih storitev, povezanih s potniškim prometom, tako da lahko do teh informacij dostopa, jih razume in uporablja najširši krog uporabnikov, vključno z invalidi in starejšimi osebami.
Te zahteve in priporočila organizaciji omogočajo, da razširi svoj krog uporabnikov z opredelitvijo različnih značilnosti, zmogljivosti in preferenc.
Zahteve, določene v tem standardu, veljajo za ponudnike storitev potniškega prometa, vključno z zračnim, avtobusnim, železniškim in vodnim prevozom potnikov, vendar ne omejeno nanje.

General Information

Status
Published
Public Enquiry End Date
31-Mar-2020
Publication Date
23-Jan-2022
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
29-Dec-2021
Due Date
05-Mar-2022
Completion Date
24-Jan-2022

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SLOVENSKI STANDARD
SIST EN 17478:2022
01-marec-2022
Transportne storitve - Strankine komunikacije pri storitvah potniškega prometa -
Pristop s splošno zasnovo

Transport Services - Customer communications for passenger transport services - A

Universal Design approach
Dienstleistungen im Transportwesen - Kundenkommunikation für Dienstleistungen im
Personenverkehr - Ein Universal Design-Ansatz

Services de transport - Communications destinées aux clients de services de transport

collectif - Une approche de conception universelle
Ta slovenski standard je istoveten z: EN 17478:2021
ICS:
03.220.01 Transport na splošno Transport in general
35.240.60 Uporabniške rešitve IT v IT applications in transport
prometu
SIST EN 17478:2022 en,fr,de

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

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SIST EN 17478:2022
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SIST EN 17478:2022
EN 17478
EUROPEAN STANDARD
NORME EUROPÉENNE
December 2021
EUROPÄISCHE NORM
ICS 03.220.01; 35.240.60
English Version
Transport Services - Customer communications for
passenger transport services - A Universal Design
approach

Services de transport - Communications destinées aux Dienstleistungen im Transportwesen -

clients de services de transport collectif - Une approche Kundenkommunikation für Dienstleistungen im

de conception universelle Personenverkehr - Ein Universal Design-Ansatz
This European Standard was approved by CEN on 3 October 2021.

CEN 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

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 member into its own language and notified to the CEN-CENELEC Management

Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,

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

Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and

United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels

© 2021 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 17478:2021 E

worldwide for CEN national Members.
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SIST EN 17478:2022
EN 17478:2021 (E)
Contents Page

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

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

1 Scope .................................................................................................................................................................... 7

2 Normative references .................................................................................................................................... 7

3 Terms and definitions ................................................................................................................................... 7

4 Applying a Universal Design approach ................................................................................................... 9

4.1 General ................................................................................................................................................................ 9

4.2 Understanding Universal Design ............................................................................................................ 10

4.3 Realizing an organisational commitment to a Universal Design approach ............................ 10

4.4 Using the Universal Design Principle and Guidelines ..................................................................... 10

5 User characteristics, capabilities and preferences .......................................................................... 11

6 Requirements for communication following a Universal Design approach ........................... 11

6.1 General ............................................................................................................................................................. 11

6.2 Written Communication ............................................................................................................................ 13

6.3 Verbal communication ............................................................................................................................... 13

6.4 Digital communication ............................................................................................................................... 14

6.4.1 General ............................................................................................................................................................. 14

6.4.2 Web-based communication ...................................................................................................................... 14

6.4.3 Non-web electronic documents .............................................................................................................. 14

6.4.4 Text and Instant Messaging communications .................................................................................... 14

6.4.5 Telephone-based systems ......................................................................................................................... 14

7 Evaluation of the application of a Universal Design approach .................................................... 15

7.1 General ............................................................................................................................................................. 15

7.2 Monitoring and measuring ....................................................................................................................... 15

7.3 Analysis and evaluation ............................................................................................................................. 16

Annex A (informative) Business aspects of Universal Design ................................................................... 17

A.1 The demographic case ................................................................................................................................ 17

A.2 The legal case ................................................................................................................................................. 17

A.3 The business case ......................................................................................................................................... 17

Annex B (informative) The 7 Principles and 29 Guidelines of Universal Design ............................... 19

B.1 Principle 1: Equitable Use ......................................................................................................................... 19

B.2 Principle 2: Flexibility in Use ................................................................................................................... 19

B.3 Principle 3: Simple and Intuitive Use .................................................................................................... 19

B.4 Principle 4: Perceptible Information .................................................................................................... 20

B.5 Principle 5: Tolerance for Error ............................................................................................................. 20

B.6 Principle 6: Low Physical Effort .............................................................................................................. 20

B.7 Principle 7: Size and Space for Approach and Use ........................................................................... 21

Annex C (informative) User characteristics, capabilities and preferences .......................................... 22

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SIST EN 17478:2022
EN 17478:2021 (E)

C.1 General ............................................................................................................................................................. 22

C.2 Resources about user characteristics and capabilities ................................................................... 22

C.3 Expert Knowledge ........................................................................................................................................ 23

C.4 Direct engagement with users ................................................................................................................. 23

Annex D (informative) Tables for using the Universal Design Principles and Guidelines in

passenger transport services communication design..................................................................... 26

Annex E (informative) Tables mapping the Universal Design Principles and Guidelines to

the design guidance in Annexes F, G and H.......................................................................................... 30

E.1 General ............................................................................................................................................................. 30

E.2 Purpose and structure of the tables ....................................................................................................... 30

E.3 Content of the Tables ................................................................................................................................... 31

E.4 Order of the Tables ...................................................................................................................................... 31

Annex F (informative) Written communication ............................................................................................. 47

F.1 General ............................................................................................................................................................. 47

F.2 Written communication content ............................................................................................................. 47

F.2.1 Text .................................................................................................................................................................... 47

F.2.2 Dates, numbers and percentages ............................................................................................................ 47

F.2.3 Graphics ........................................................................................................................................................... 48

F.3 Design, layout and formatting .................................................................................................................. 48

F.4 Paper and binding ........................................................................................................................................ 49

F.5 Form Design .................................................................................................................................................... 49

F.6 Signage Guidance .......................................................................................................................................... 49

F.6.1 Content ............................................................................................................................................................. 49

F.6.2 Design ............................................................................................................................................................... 50

F.6.3 Tactile markings ........................................................................................................................................... 50

F.6.4 Positioning ...................................................................................................................................................... 50

F.6.5 Colours, images, graphs and visuals ...................................................................................................... 50

Annex G (informative) Verbal communication ............................................................................................... 51

G.1 General ............................................................................................................................................................. 51

G.2 Personal conversation ................................................................................................................................ 51

G.3 Auditory announcements .......................................................................................................................... 52

Annex H (informative) Digital communication ............................................................................................... 53

H.1 General ............................................................................................................................................................. 53

H.2 Websites ........................................................................................................................................................... 53

H.2.1 General ............................................................................................................................................................. 53

H.2.2 Writing for the web ...................................................................................................................................... 53

H.2.3 Design ............................................................................................................................................................... 54

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SIST EN 17478:2022
EN 17478:2021 (E)

H.2.4 Links .................................................................................................................................................................. 54

H.2.5 Structure .......................................................................................................................................................... 54

H.2.6 Website navigation ...................................................................................................................................... 54

H.2.7 Online forms................................................................................................................................................... 54

H.2.8 Time-out messages ...................................................................................................................................... 55

H.2.9 Search ............................................................................................................................................................... 55

H.2.10 Images and multimedia ............................................................................................................................. 55

H.3 Mobile web content and apps .................................................................................................................. 56

H.4 Emails and newsletters .............................................................................................................................. 56

H.5 Electronic documents ................................................................................................................................. 56

H.6 Telephone Based Systems ......................................................................................................................... 57

H.7 Text and Instant Messaging Communication ..................................................................................... 57

H.8 Social Media Guidance ................................................................................................................................ 58

Bibliography ................................................................................................................................................................. 59

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SIST EN 17478:2022
EN 17478:2021 (E)
European foreword

This document (EN 17478:2021) has been prepared by Technical Committee CEN/TC 320 “Transport -

Logistics and services”, 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 June 2022, and conflicting national standards shall be

withdrawn at the latest by June 2022.

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.

Any feedback and questions on this document should be directed to the users’ national standards body.

A complete listing of these bodies can be found on the CEN website.

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, France, Germany, Greece, Hungary, Iceland, Ireland,

Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of North

Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United

Kingdom.
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SIST EN 17478:2022
EN 17478:2021 (E)
Introduction

Transport is fundamental to our economy and society. Mobility is vital for the internal market and for the

quality of life of citizens as they enjoy their freedom to travel. One of the critical success factors for

mobility is the possibility that information relating to travel can be accessed, understood and used. This

relies on the availability of accessible and usable, adequate and interoperable multi-modal trip

information for planning and making a journey.

Ineffective user communications in many situations result in a number of users unable to travel

independently. Providing services that can be easily accessed, understood and used benefits a wide range

of users including young persons, persons with disabilities, older persons and persons who cannot read

for various reasons (for example, due to not being a user of the language used, intellectual disability, or

illiteracy) who are an important part of the users of the public transportation means. The rationale for

Universal Design is that user communications are more accessible and usable by the widest range of

users, without the need for additional adaptation or specialized design. It should be possible to use

assistive devices when needed.

Procurement and in particular public procurement can play a key role in ensuring a sustainable and

inclusive society. It is a requirement in the public procurement process to take into account accessibility

criteria for persons with disabilities or design for all users in the transport sector . Applying a Universal

Design approach can support meeting these requirements and extend the range of users and support

innovation and sustainable development.

The term ‘user’ is used throughout this document. A ‘user’, in the context of this document, is a person

who interacts with communications provided by transport services providers. It includes; a person who

avails of a transport service (a passenger or a customer); a person who will potentially avail of a transport

service; a person acting on behalf of another person who will (potentially) avail of a transport service;

and a person interacting with transport communications for other reasons (such as to determine when a

person who is availing of a transport service arrives at a station). Therefore the term ‘user’ is broader

than the term ‘customer’ – it could be any member of the public

‘User communications’ does not include communications within a transport services provider’s

organization, nor communications between transport services providers and contractors or state

agencies.

Communication, in the context of this document, includes one-way communication – (the provision of)

information.

Directive 2014/25/EU of the European Parliament and of the Council of 26 February 2014 on procurement by entities

operating in the water, energy, transport and postal services sectors and repealing Directive 2004/17/EC

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SIST EN 17478:2022
EN 17478:2021 (E)
1 Scope

This document specifies requirements and recommendations for the planning, design, development and

provision of user communications related to passenger transport so that these communications can be

accessed, understood and used by the widest range of users, including persons with disabilities and older

persons.

These requirements and recommendations enable an organization to extend its range of users by

identifying diverse characteristics, capabilities, and preferences.

The requirements specified in this standard are applicable to but not limited to passenger transport

service providers including air-, bus, rail-, and waterborne passenger transport services.

2 Normative references

The following documents are referred to in the text in such a way that some or all of their content

constitutes requirements of this document. For dated references, only the edition cited applies. For

undated references, the latest edition of the referenced document (including any amendments) applies.

EN 17161:2019, Design for All - Accessibility following a Design for All approach in products, goods and

services - Extending the range of users
EN 301549:2021, Accessibility requirements for ICT products and services
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:

— ISO Online browsing platform: available at https://www.iso.org/obp
— IEC Electropedia: available at https://www.electropedia.org/
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]
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]
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SIST EN 17478:2022
EN 17478:2021 (E)
3.3
interoperable

ability of two or more systems or components to exchange information and then to be able to use the

information that has been exchanged
[SOURCE: ISO 15784-2:2015, 4.8, Modified – Note 2 to entry deleted]
3.4
organization

person or group of people that has its own functions with responsibilities, authorities and relationships

to achieve its objectives

Note 1 to entry: The concept of organization includes but is not limited to sole-trader, company, corporation,

firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof, whether

incorporated or not, public or private.
[SOURCE: ISO 9000:2015, 3.2.1]
3.5
pictogram

graphical symbol, diagram or figure with a particular meaning which directly represents or conveys its

meaning independently of language through a pictorial representation of a physical object, action or

character

Note 1 to entry: Refer to ISO 7001:2007, ISO 9186-1 and ISO 9186-2 for rules regarding graphical symbols and

frames.
[SOURCE: EN 16584-2:2017, 3.16, Note 1 to entry modified]
3.6
tactile
information that is understood through the physical sense of touch

Note 1 to entry: Tactile signs, controls, symbols, pictograms, guide path and Braille or raised characters are a

physical means by which tactile information is provided.
[SOURCE: EN 16584-2:2017, 3.26]
3.7
Universal Design

design of products, environments, programmes and services to be usable by all people, to the greatest

extent possible, without the need for adaptation or specialized design

Note 1 to entry: Universal Design does not exclude assistive devices for particular groups or persons with

disabilities where this is needed.

Note 2 to entry: Terms such as ‘Universal Design’, ‘accessible design’, ‘Design for All’, ‘barrier-free design’,

‘inclusive design’ and ‘transgenerational design’ are often used interchangeably with the same meaning.

[SOURCE: United Nations Convention on the Rights of Persons with Disabilities, Art. 2, modified —

Note 2 to entry has been added]
[SOURCE: CEN-CENELEC Guide 6:2014, 2.18]
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SIST EN 17478:2022
EN 17478:2021 (E)
3.8
usability

extent to which a system, product or service can be used by specified users to achieve specified goals with

effectiveness, efficiency and satisfaction in a specified context of use
[SOURCE: EN ISO 9241-11:2018, 3.1.1, modified – notes deleted]
3.9
user
person who interacts with a system, product or service

Note 1 to entry: The person who uses a service provided by a system, such as a customer in a shop or passenger

on a train, can be considered a user.
[SOURCE: ISO 27500:2016, 2.12]
3.10
written communication

communication in which messages or information is exchanged or communicated through written words,

letters, numerals, pictograms and markings
4 Applying a Universal Design approach
4.1 General

A Universal Design approach shall be applied as set out in EN 17161 to the planning, design, development

and provision of user communications so that they can be accessed, understood and used by all users to

the greatest extent possible, without the need for adaptation or specialized design.

A Universal Design approach is a process that focusses on accessibility and usability from the earliest

possible time and throughout all stages in the life of products and services, and their interoperability with

assistive technologies.

NOTE ‘Accessed, understood and used’ is about how people generally interact with a product or service: first,

they access it (approach and perceive); secondly, they understand it (comprehend and decide); and thirdly, they

use it (act or react).
In applying a Universal Design approach:
— it shall be ensured that the goal of Universal Design approach is understood;
— a commitment to a Universal Design approach shall be made and realized;

— the relevant Universal Design Principles and Guidelines shall be used in the planning, design,

development and provision of transport services user communications;

— the user’s characteristics and capabilities shall be known and considered during the planning, design,

development and provision of the user communications;

— the application of a Universal Design approach to the user communications shall be evaluated.

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SIST EN 17478:2022
EN 17478:2021 (E)
4.2 Understanding Universal Design

Universal Design, as applied to user communications, is to ensure a product or service can be accessed,

understood and used by all users to the greatest extent possible regardless of ambient conditions or the

user’s sensory abilities.
This can be achieved by:

— designing products and services that are easily accessed, understood and used without any

modification;
— making product and service designs adaptable to different users;

— having standardized interfaces that are compatible with assistive technologies.

4.3 Realizing an organisational commitment to a Universal Design approach

Top management shall demonstrate leadership and commitment with respect to a Universal Design

approach.

To demonstrate that leadership and commitment, top management, in relation to a Universal Design

approach, shall:
— allocate resources;
— assign responsibilities, tasks and accountabilities;
— support and monitor internal planning, design, development and provision;
— identify recruitment and training needs;

— put in place an ongoing training programme to ensure that staff are competent to meet the

requirements set out in Clause 6;
— define measurement and performance indicators;
— evaluate the effectiveness of the planning, design
...

SLOVENSKI STANDARD
oSIST prEN 17478:2020
01-marec-2020
Transportne storitve - Strankine komunikacije pri storitvah potniškega prometa -
Pristop s splošno zasnovo

Transport Services - Customer communications for passenger transport services - A

Universal Design approach
Dienstleistungen im Transportwesen - Kundenkommunikation für Dienstleistungen im
Personenverkehr - Ein Universal Design-Ansatz

Services de transport - Communications destinées aux clients de services de transport

collectif - Une approche de conception universelle
Ta slovenski standard je istoveten z: prEN 17478
ICS:
03.220.01 Transport na splošno Transport in general
35.240.60 Uporabniške rešitve IT v IT applications in transport
prometu
oSIST prEN 17478:2020 en,fr,de

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

---------------------- Page: 1 ----------------------
oSIST prEN 17478:2020
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oSIST prEN 17478:2020
DRAFT
EUROPEAN STANDARD
prEN 17478
NORME EUROPÉENNE
EUROPÄISCHE NORM
January 2020
ICS 03.220.01; 35.240.60
English Version
Transport Services - Customer communications for
passenger transport services - A Universal Design
approach

Services de transport - Communications destinées aux Dienstleistungen im Transportwesen -

clients de services de transport collectif - Une approche Kundenkommunikation für Dienstleistungen im

de conception universelle Personenverkehr - Ein Universal Design-Ansatz

This draft European Standard is submitted to CEN members for enquiry. It has been drawn up by the Technical Committee

CEN/TC 320.

If this draft becomes a European Standard, CEN 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.

This draft European Standard was established by CEN in three official versions (English, French, German). A version in any other

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

Management Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,

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

Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and

United Kingdom.

Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which they are

aware and to provide supporting documentation.

Warning : This document is not a European Standard. It is distributed for review and comments. It is subject to change without

notice and shall not be referred to as a European Standard.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels

© 2020 CEN All rights of exploitation in any form and by any means reserved Ref. No. prEN 17478:2020 E

worldwide for CEN national Members.
---------------------- Page: 3 ----------------------
oSIST prEN 17478:2020
prEN 17478:2020 (E)
Contents Page

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

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

1 Scope .................................................................................................................................................................... 7

2 Normative references .................................................................................................................................... 7

3 Terms and definitions ................................................................................................................................... 7

4 Achieving Universal Design ......................................................................................................................... 9

4.1 General ................................................................................................................................................................ 9

4.2 Understanding the goal of Universal Design ...................................................................................... 10

4.3 Realizing an organisational commitment to a Universal Design approach ............................ 10

4.4 Using the Universal Design Principle and Guidelines ..................................................................... 11

5 User characteristics, capabilities and preferences .......................................................................... 11

6 Universal Design requirements for communication ....................................................................... 12

6.1 General ............................................................................................................................................................. 12

6.2 Written Communication ............................................................................................................................ 12

6.3 Verbal communication ............................................................................................................................... 12

6.4 Digital communication ............................................................................................................................... 13

6.4.1 General ............................................................................................................................................................. 13

6.4.2 Web-based communication ...................................................................................................................... 13

6.4.3 Non-web electronic documents .............................................................................................................. 13

6.4.4 SMS and Instant Messaging communications .................................................................................... 14

6.4.5 Telephone-based systems ......................................................................................................................... 14

7 Evaluation of the application of a Universal Design approach .................................................... 14

7.1 General ............................................................................................................................................................. 14

7.2 Monitoring and measuring ....................................................................................................................... 15

7.3 Analysis and evaluation ............................................................................................................................. 15

Annex A (informative) Universal design makes good business sense ..................................................... 16

A.1 Universal Design: The demographic case ............................................................................................ 16

A.2 Universal Design: The legal case ............................................................................................................. 16

A.3 Universal Design: The business case ..................................................................................................... 16

Annex B (informative) The 7 Principles and 29 Guidelines of Universal Design ................................. 18

B.1 Principle 1: Equitable Use ......................................................................................................................... 18

B.2 Principle 2: Flexibility in Use ................................................................................................................... 18

B.3 Principle 3: Simple and Intuitive Use .................................................................................................... 18

B.4 Principle 4: Perceptible Information .................................................................................................... 19

B.5 Principle 5: Tolerance for Error ............................................................................................................. 19

B.6 Principle 6: Low Physical Effort .............................................................................................................. 19

B.7 Principle 7: Size and Space for Approach and Use ........................................................................... 19

Annex C (informative) User characteristics, capabilities and preferences ............................................ 21

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oSIST prEN 17478:2020
prEN 17478:2020 (E)

C.1 General ............................................................................................................................................................. 21

C.2 Resources about user characteristics and capabilities ................................................................... 21

C.3 Expert Knowledge ........................................................................................................................................ 22

C.4 Direct engagement with users ................................................................................................................. 22

Annex D (informative) Tables for using the Universal Design Principles and Guidelines in

passenger transport services communication design..................................................................... 25

Annex E (informative) Tables mapping the Universal Design Principles and Guidelines to the

design guidance in Annexes F, G and H ................................................................................................. 28

E.1 General ............................................................................................................................................................. 28

E.2 Purpose and structure of the tables ....................................................................................................... 28

E.3 Content of the Tables ................................................................................................................................... 28

E.4 Order of the Tables ...................................................................................................................................... 29

Annex F (informative) Written communication ............................................................................................... 43

F.1 Introduction.................................................................................................................................................... 43

F.2 Written communication content ............................................................................................................. 43

F.2.1 Text .................................................................................................................................................................... 43

F.2.2 Dates, numbers and percentages ............................................................................................................ 43

F.2.3 Graphics ........................................................................................................................................................... 43

F.3 Design, layout and formatting .................................................................................................................. 44

F.4 Paper and binding ........................................................................................................................................ 44

F.5 Form Design .................................................................................................................................................... 44

F.6 Signage Guidance .......................................................................................................................................... 45

F.6.1 Content ............................................................................................................................................................. 45

F.6.2 Design ............................................................................................................................................................... 45

F.6.3 Tactile markings ........................................................................................................................................... 46

F.6.4 Positioning ...................................................................................................................................................... 46

F.6.5 Colours, images, graphs and visuals ...................................................................................................... 46

F.6.6 Paper and binding ........................................................................................................................................ 46

Annex G (informative) Verbal communication ................................................................................................. 47

G.1 Introduction.................................................................................................................................................... 47

G.2 Personal conversation ................................................................................................................................ 47

G.3 Auditory announcements .......................................................................................................................... 48

Annex H (informative) Digital communication ................................................................................................. 49

H.1 Introduction.................................................................................................................................................... 49

H.2 Websites ........................................................................................................................................................... 49

H.2.1 General ............................................................................................................................................................. 49

H.2.2 Writing for the web ...................................................................................................................................... 49

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H.2.3 Design ............................................................................................................................................................... 50

H.2.4 Links .................................................................................................................................................................. 50

H.2.5 Link descriptions should describe the target that they link to, avoid click

hereStructure ................................................................................................................................................ 50

H.2.6 Website navigation ...................................................................................................................................... 50

H.2.7 Online forms................................................................................................................................................... 50

H.2.8 Time-out messages ...................................................................................................................................... 51

H.2.9 Search ............................................................................................................................................................... 51

H.2.10 Images and multimedia ............................................................................................................................. 51

H.3 Mobile web content and apps .................................................................................................................. 51

H.4 Emails and newsletters .............................................................................................................................. 52

H.5 Electronic documents ................................................................................................................................. 52

H.6 Telephone Based Systems ......................................................................................................................... 52

H.7 SMS Based Communication ....................................................................................................................... 53

H.8 Social Media Guidance ................................................................................................................................ 53

Bibliography ................................................................................................................................................................. 54

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European foreword

This document (prEN 17478:2020) has been prepared by Technical Committee CEN/TC 320 “Transport

services”, the secretariat of which is held by NEN.
This document is currently submitted to the CEN Enquiry.
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Introduction

Transport is fundamental to our economy and society. Mobility is vital for the internal market and for the

quality of life of citizens as they enjoy their freedom to travel. One of the critical success factors for

mobility is the possibility that information relating to travel can be accessed, understood and used. This

relies on the availability of user-friendly, adequate and interoperable multi-modal trip information for

planning and making a journey.

Procurement and in particular public procurement can play a key role in ensuring a sustainable and

inclusive society.

It is a requirement in the public procurement process to take into account accessibility criteria for

persons with disabilities or design for all users in the transport sector . Applying a Universal Design

approach can support meeting these requirements. However, it is recognized that it might not always be

possible to ensure that Universal Design is a criterion in the procurement process for the provision of

transport service products, supporting services and associated communication.

Means of communications of transport service in many situations result in a number of users unable to

travel independently. Providing services that are Universally Designed benefits a wide range of users

including young persons, persons with disabilities, and older persons. The rationale for Universal Design

is that products and services for communications are more accessible and usable by the widest range of

users, without the need for additional adaptation or specialized design. It should be possible to use

assistive devices when needed.

Directive 2014/25/EU of the European Parliament and of the Council of 26 February 2014 on procurement by entities

operating in the water, energy, transport and postal services sectors and repealing Directive 2004/17/EC”

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1 Scope

This document specifies requirements and recommendations for the planning, design, development and

provision of communication services related to passenger transport so that this information can be

accessed, understood and used by the widest range of users, including persons with disabilities and older

persons.

These requirements and recommendations enable an organization to extend its range of users by

identifying diverse characteristics, capabilities, and preferences.

The requirements set out in this standard are applicable to but not limited to passenger transport

service providers including air-, bus, rail-, and waterborne passenger transport services.

2 Normative references

The following documents are referred to in the text in such a way that some or all of their content

constitutes requirements of this document. For dated references, only the edition cited applies. For

undated references, the latest edition of the referenced document (including any amendments) applies.

EN 17161:2019, Design for All - Accessibility following a Design for All approach in products, goods and

services - Extending the range of users
EN 301549:2018, Accessibility requirements for ICT products and services
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:

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

[SOURCE: ISO 9000:2015, 3.2.3], Modified – added examples of ‘users’ and ‘consumers’]

3.3
interoperable

ability of two or more systems, or components to exchange information and then to be able to use the

information that has been exchanged
[SOURCE: ISO 15784-2:2015, 4.8]
3.4
organization

person or group of people that has its own functions with responsibilities, authorities and relationships

to achieve its objectives

Note 1 to entry: The concept of organization includes but is not limited to sole-trader, company, corporation,

firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof, whether

incorporated or not, public or private.
[SOURCE: ISO 9000:2015, 3.2.1],
3.5
pictogram

graphical symbol, diagram or figure with a particular meaning which directly represents or conveys its

meaning independently of language through a pictorial representation of a physical object, action or

character

Note 1 to entry: Refer to ISO 7001:2007, ISO/TR 7239 and ISO 9186 for rules regarding graphical symbols and

frames.
[SOURCE: EN 16584-2:2017, 3.16],
3.6
tactile
information that is understood through the physical sense of touch

Note 1 to entry: Tactile signs, controls, symbols, pictograms, guide path and braille or raised characters are a

physical means by which tactile information is provided.
[SOURCE: EN 16584-2:2017, 3.25]
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3.7
Universal Design

design of products, environments, programmes and services to be usable by all people, to the greatest

extent possible, without the need for adaptation or specialized design

Note 1 to entry: Universal Design does not exclude assistive devices for particular groups or persons with

disabilities where this is needed.

Note 2 to entry: Terms such as “Universal Design”, “accessible design”, “Design for All”, “barrier-free design”,

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

[SOURCE: United Nations Convention on the Rights of Persons with Disabilities, Art. 2, modified —

Note 2 to entry has been added]
[SOURCE: CEN-CENELEC Guide 6:2014, 2.18]
3.8
usability

extent to which a system, product or service can be used by specified users to achieve specified goals with

effectiveness, efficiency and satisfaction in a specified context of use
[SOURCE: EN ISO 9241-11:2018, 3.1.1: modified – notes deleted]
3.9
user
person who interacts with a system, product or service

Note 1 to entry: The person who uses a service provided by a system, such as a customer in a shop or passenger

on a train, can be considered a user.
[SOURCE: ISO 27500:2016, 2.12]
3.10
written communication

communication in which messages or information is exchanged or communicated through written words,

letters, numerals, pictograms and markings
4 Achieving Universal Design
4.1 General

A Universal Design approach shall be applied as set out in EN 17161 to the planning design, development

and provision of products and services so that they can be accessed, understood and used by all users to

the greatest extent possible, without the need for adaptation or specialized design.

A Universal Design approach is a process that incorporates implementation of the Universal Design

Principles and Guidelines. It focusses on accessibility and usability from the earliest possible time and

throughout all stages in the life of products and services, and their interoperability with assistive

technologies.

NOTE ‘Accessed, understood and used’ is about how people generally interact with a product or service: first,

they access it (approach and perceive); secondly, they understand it (comprehend and decide); and thirdly, they

use it (act or react). It is similar or aligns to three of the four principles of accessibility used in EN 301549:

perceivable, operable, understandable, and robust.
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In applying a Universal Design approach:
— it shall be ensured that the goal of Universal Design is understood;
— a commitment to a Universal Design approach shall be made and realized;

— the relevant Universal Design Principles and Guidelines shall be used in the planning, design,

development and provision of products and services for transport services user communications;

— the user's characteristics and capabilities shall be known and considered during the planning, design,

development and provision of the product and service;

— the application of a Universal Design approach to the user communications shall be evaluated.

4.2 Understanding the goal of Universal Design

The goal of Universal Design is to ensure a product or, service can be accessed, understood and used by

all users to the greatest extent possible regardless of their age, size, ability or disability.

This can be achieved by:

— designing products and services that are easily accessed, understood and used without any

modification;
— making product and service designs adaptable to different users;

— having standardized interfaces that are compatible with assistive technologies.

4.3 Realizing an organisational commitment to a Universal Design approach

Top management shall demonstrate leadership and commitment with respect to a Universal Design

approach.

To demonstrate that leadership and commitment, top management, in relation to a Universal Design

approach, shall:
— allocate resources;
— assign responsibilities, tasks and accountabilities;
— support and monitor internal planning, design, development and provision;
— identify recruitment and training needs;

— put in place an ongoing training programme to ensure that staff are competent to meet the

requirements set out in Clause 6;
— define measurement and performance indicators;

— evaluate the effectiveness of the planning, design, development and provision activities;

— ensure that their contractors apply a Universal Design approach to the products and services

supplied to meet the requirements set out in Clause 6.

NOTE 1 Information on the advantages of applying a Universal Design approach is provided in Annex A

(Universal Design makes good business sense).
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NOTE 2 Information on incorporating Universal Design in procurement is provided in Annex B (Procurement

policy and practice).
4.4 Using the Universal Design Principle and Guidelines

Organisations shall identify the Universal Design Principles and Guidelines relevant to a design and use

them as criteria in the design activities.
NOTE 1 Annex C lists the 7 Principles and 29 Guidelines of Universal Design.

All of the Universal Design Principles and guidelines can be applicable; Universal design principles 2, 3,

4, and 5 are most relevant to designs for customer communications.

NOTE 2 Annex E contains tables that show examples of mapping of the alignment of the design guidance in

Annexes F, G and H to Universal Design Principles 2–5 and their associated Guidelines.

NOTE 3 Annex F through to Annex H provide detailed information and design guidance on Universal Design o

...

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