“Older Consumers and the Built Environment” Engage Business Network

Sponsored by HEWI (http://www.hewi.com)The Building CentreStore StreetLondon WC1E 7BT

Agenda

1.30pm              Delegate registration

2.00pm               Chair’s Welcome - Ian Rutter, Senior Manager Engage Business

Network

2.05pm Sponsor’s Welcome - Stephen Maley, Sales Director, HEWI

2.10pm               Martin Jones, Senior Lecturer/Programme Manager, Retail Lab,

DeMontfort University

2.35pm              Ian Rowe, Ian Rowe Associates

3.00pm               Feroze Varavia, Terminal Duty Manager, London Gatwick Airport

3.25pm               Refreshments

3.40pm               Nicola Mathers, Cabe/Design Council

4.05pm               Patrick Devlin, Pollard Thomas Edwards Architects

4.30pm               Discussion

5.00pm Close

WelcomeIan RutterSenior Manager, Engage Business NetworkAge UK

Stephen Maley Sales DirectorHEWI

CPD PresentationSanitary and Accessibility –Design and Function for All.

To highlight the current market for accessibility/sanitary products and to illustrate that contemporary, stylish design can be used to comply with current regulations and requirements for those requiring access support.

CPD PresentationObjective

CompanyMade in Germany

· 550 employees

· production facilities

CompanyFields of business

Sanitary:· Accessories· Care / Accessibility

Hardware: · Door and window handles· Handrails | Signage

· Excellent design· Innovative Solutions· High Quality Materials· First Class Function

Automotive Products for: Audi | BMW | Mercedes-Benz | Porsche | Volvo

CompanyFields of business

1970 | The Classic Lever handleInnovation: Form | Material | Surface

1984 | AccessibilityAccessibility product ranges

Communication

Full Set of RIBA Approved CPDs1. Sanitary And Accessibility- Design and Function for All2. Architectural Handrails and Balustrades3. Door Furniture for ALL to Handle

www.hewi.com

“Evaluating impact and informing change”Martin JonesSenior lecturer, Retail Lab Programme Manager.

Understanding the consumer journey

Understanding the consumer journey

Understanding how we all view and respond to stimuli is key

Human behaviour

Techniques & TechnologyAutomated tracking systems

• Glance• Flow dynamics• Individual behaviours

RETAIL LAB

Impact of physical spaces on users

a

b

Impact of physical spaces on users

Impact of physical spaces on users

Average % behavior by path count is Target 1 26.6% and Target 2 71.4%.

Informing the design process

Informing the design process

Informing the design process

Saliency measured against visual hierarchy

Saliency measured against visual hierarchy

Improving performance in delivery, operations and use.

Business priority

1.Brand2.Profit3.Staff4.Offer

a) Primaryb) navigation / servicec) Access to product

Performance on the ground

1.?2.?3.?4.?

a) ?b) ?c) ?

V

Informing the design process

Are you truly consumer focused?

Video

Building things for people to useIntegrating Human Factors into design

Ian Rowe – DirectorIan Rowe Associates Ltd.

Let’s take a look at a ‘modern’ design

Virgin Pendolino Train

The Pendolino

‘The return of the train’

Design council award

Aerodynamic, sleek, high speed, ‘designer’

But …….

However, for some passengers, already upset by the cramped conditions on the new trains, yesterday’s incident was the final straw.

Alex McPhee, an engineer, said: "I’m not happy - all this new technology is going into service before the problems have been ironed out."

Mr McPhee, who was returning to Sussex with his wife, Susan, after a week’s holiday in the Highlands, went on: "The train staff could not have done more, but the accommodation is inadequate, especially space for luggage, and there is certainly no advance in comfort.“

Source: Scotsman.com.business

Description of train journey from Scotland to London

The problem

DDA ‘compliant’ toilet

What the papers said…• ‘[Virgin trains] denied reports in the Daily Telegraph about automatic doors

opening unexpectedly or locking people in.

• Problems with disabled toilets on the hi-tech tilting trains however were down to people not using the automatic doors properly, a spokesman said.

• “There’s a button to close the door and another with a key symbol on it which locks the door and flashes when the door closes,” said David Ewart, communications manager with Virgin.

• “It’s pretty clear what you have to do. We’ve even got signs in Braille,” he added.

• Rail watchdog group Passenger Focus, however, said there might be a need for Virgin to have clearer instructions for customers.’

• What a mad world we live in where people design electronic toilet door buttons… and get it wrong! And some poor soul ends up getting caught with their trousers down on the 9:13 from Birmingham New Street. Surely a manual door would have been ok. Then a nice handle which affords sliding would have been crystal clear.

Guiding principles

• Consider all elements of the Socio-technical system

• Don’t forget the users – all of the people

• Make it inclusive

• Balance form and function

Case example – York Railway station - Reducing Slip & Trip Accidents

• Background

• Approach

• Findings

• Conclusions

Background & ApproachBackground

• Slips and Trips have now become the top safety issue for passengers in UK raill

• Many attempts to tackle the issue have failed

• ‘Where there’s a blame, there’s a claim’ culture growing in UK

Approach

• Observations

• Interviews

• Surveys

• Analysis

• Implementation of changes

Findings & Conclusions

• Attitude of staff identified as a significant latent failure• Latent failures found in all system elements including:

• Technology – Lifts and signage• Processes – Handling wet weather, failure of equipment• Environment - Selection of floor finishes

• Shifting the attitude of staff then working with them to address all latent failures resulted in a significant improvement

Case study example – Developing a ticket counter for East Coast Trains

Ticket counters developed for London Underground in 2005Single inclusive design approachInvolved research to understand how it is used on both staff and customer

sideDevelopment of an ergonomic and user centred design Extensive trials conducted with staff and customersThree iterations of design made before finalising

Conclusions

• Good design balances all elements of the system and puts ‘people’ at the centre.

• We should be striving for ‘inclusive’, not ‘exclusive’ design• A robust process of real user engagement is the key to success• Assuming that you already know the requirements of the users

is arrogant and can be dangerous• Don’t rely solely on ‘standards’ – they don’t always fully serve

the user

Thank You

Feroze VariavaTerminal Duty Manager

Gatwick Airport Limited

The Assistance ChallengeHow to deliver great service

The Challenge

Gatwick’s service proposition

Airline role

Watch-outs

The Assistance Challenge - How to deliver great service• In excess of 400,000 passengers requiring assistance in 2012/2013.• Yr/Yr increase of + 10%• PRM operation split between two Terminals• Seasonal trends.• At Gatwick we provide assistance to approximately 30,000 passengers a

month, rising to around 47,000 at peakRetail spend goes up in the PRM peak periodsAirline Role:Pre notification & ServiceWatch outs:• Accidents involving older passengers dominate our statistics. • Keeping passengers safe is one of our top priorities.Design out risk from Accident hotspots

Age Profile At Gatwick

Approx. 10% of passengers are aged 65+ which equates to 3.4 million per year

On average, passengers aged 65+ have increased by 3% since 2008

Age profile at Gatwick

• 10 % of passengers at Gatwick are 65+ equates to 3.4 million per year

• 65+ age bracket have increased by 3% since 2008 • 70% of PRM passengers are over 55 years of age

• 35% of PRM passengers are over 65 years of age • 88% of older travellers take up to three holidays a year

Gatwick’s service proposition

Not accepting minimum standards

KPI’s

Voice of your customer

Website design

Key Performance Indicators

• Compliments vs complaints

• Declared maximum waiting times

• Quality of hosting and welfare provided

• The Personal Service

Airside PRM ExperienceAverage Scores

Voice of the customer

Watch outs

Keeping our passengers safe

Design in safety

Drive for Productivity with Service

Role of the Airlines

• Pre-notification• Collaborative working

You’re never too old

REFRESHMENT BREAK

Design Council, CabeAgeing better by design

Nicola MathersDesign Council

Ageing, some of the issues

Current challenges to ageing well

- The market for products and services which meet the needs and desires of older people is underdeveloped.

- Much of our housing and accommodation for older people is unsuitable.

Our work in ageing

Our work helps to shift perceptions of ageing.

We place people at the centre of the design process – resulting in more suitable, respectful design.

Olympic Park, Stratford

We have developed appropriate, products services and spaces for older people through design.

Olympic Park, Stratford

Video

http://www.designcouncil.org.uk/our-work/challenges/Health/Living-well-with-Dementia1/Solutions1/buddi/

Built environment

As the demographic shift towards an ageing population intensifies, we’ll continue to argue that inclusive design is not a choice but a basic essential.

Inclusion by design

1. Places people at the heart of the design process

2. Acknowledges diversity and difference

3. Offers choice

4. Is flexible

5. Provides buildings and environments that are convenient and enjoyable for all

Olympic Park

Our London 2012 Design Review panel worked with the ODA to assess designs for buildings and spaces in the Olympic Park.

We worked with the London Legacy Development Corporation to secure the legacy and benefits for the surrounding communities and London.

Neighbourhood Planning

We offer support to local communities involved in neighbourhood planning in England.

Objective 6:

To sustain the vitality, health

and safety of the community,

and to allow disabled, elderly

and inform residents the

opportunity of remaining part

of it.

Cringleford neighbourhood plan

Olympic Park, Stratford

Thank you

visit: www.designcouncil.orgemail: nicola.mathers@designcouncil.org.uktwitter: @Cabeupdates

HAPPI design for older peopleMore beautiful, practical homes for the third age of our lives

Patrick DevlinDirector POLLARD THOMAS EDWARDS architects

When we last built in quantity for older people?

HAPPIHousing our Ageing Population: Panel for Innovation

What can we look forward to now?

DISCUSSION