EN 17478:2021
(Main)Transport Services - Customer communications for passenger transport services - A Universal Design approach
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 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.
Dienstleistungen im Transportwesen - Kundenkommunikation für Dienstleistungen im Personenverkehr - Ein Ansatz für universelles Design
Dieses Dokument legt Anforderungen fest und spricht Empfehlungen aus, die es ermöglichen, Benutzerkommunikation für den Personenverkehr so zu planen, zu gestalten, zu entwickeln und bereitzustellen, dass diese Kommunikation für den weitesten Benutzerkreis einschließlich Menschen mit Behinderungen und älterer Menschen zugänglich, verständlich und nutzbar ist.
Diese Anforderungen und Empfehlungen ermöglichen es einer Organisation, ihren Benutzerkreis zu erweitern, indem sie vielfältige Merkmale, Fertigkeiten und Präferenzen ermittelt.
Die in dieser Norm festgelegten 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 communications destinées aux utilisateurs associées au transport collectif pour permettre au plus large éventail d’utilisateurs, y compris les personnes handicapées et les personnes âgées, d’accéder à ces communications, 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 spécifiées 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
Standards Content (Sample)
SLOVENSKI STANDARD
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
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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.
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
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
H.2.4 Links . 54
H.
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