ISO 6273:2024

International
Standard
ISO 6273
First edition
Assistive products — Accessibility
2024-03
guidelines and requirements to
survey the needs of persons with
sensory disabilities for assistive
products and services
Reference number
© ISO 2024
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ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Accessibility of surveys . 5
4.1 Management of the survey process .5
4.1.1 Accessibility requirements and recommendations .5
4.1.2 Planning of the survey project .5
4.1.3 Documentation of the survey process .5
4.1.4 Design of the data collection instruments and pre-tests .6
4.1.5 Recruitment of participants . .6
4.1.6 Problems and complaints management.7
4.2 Types of survey data . .7
4.2.1 General .7
4.2.2 Quantitative data .7
4.2.3 Qualitative data .7
5 Data collection . . 8
5.1 General .8
5.2 Questionnaires .8
5.2.1 Format of questionnaire .8
5.2.2 Open-ended and closed-ended questions . .8
5.3 Interviews and focus groups . .9
5.3.1 General .9
5.3.2 Accessibility of interviews .9
5.3.3 Format of interviews .9
5.3.4 Types of interviews .9
5.3.5 Interviewee types .10
6 User needs for assistive products .11
6.1 General .11
6.2 User needs regarding existing assistive products .11
6.2.1 General .11
6.2.2 Identification of performance deficiencies, problems or potential improvements .11
6.2.3 Usability of existing assistive products .11
6.3 User needs for new assistive products . . 12
7 Accessibility guidelines for survey with persons with sensory disabilities .12
7.1 General . 12
7.2 Accessibility principles in questionnaire and interview . 13
7.2.1 General . 13
7.2.2 Perceivable . 13
7.2.3 Operable . 15
7.2.4 Understandable .16
7.2.5 Robust .17
Bibliography .18

iii
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out through
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The procedures used to develop this document and those intended for its further maintenance are described
in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types
of ISO document should be noted. This document was drafted in accordance with the editorial rules of the
ISO/IEC Directives, Part 2 (see www.iso.org/directives).
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This document was prepared by Technical Committee ISO/TC 173, Assistive products, Subcommittee SC 7,
Assistive products for persons with impaired sensory functions.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.

iv
Introduction
Surveying the needs of users of assistive products has increased in importance, as the range of disabilities
that can be assisted by the products has been widened since the publication of the International Classification
of Functioning, Disability and Health (ICF) by the World Health Organization (WHO) in 2001 and the
United Nations (UN) Convention on the Rights of Persons with Disabilities in 2006. Recent advancement in
information communication technology (ICT) have led to the development of new technological solutions
for assisting persons with various disabilities to improve or facilitate their performance in a variety of
activities. Information concerning user needs are necessary for policymakers, manufacturers and research
institutes developing new assistive products, and user groups proposing development and improvement of
assistive products.
This document was developed to meet the increasing demand for developing information on user needs
of assistive products. Various methods and techniques have been developed for surveying user needs in
market, opinion and social survey.
Surveyors encounter difficulties in conducting the survey on persons with sensory disabilities, because
special considerations for accessibility are needed when communicating with them.
Guidelines for accessible communication, specially informed consent and ethical guidelines, are summarized
in this document. The protection of privacy and personal data are regulated by legal provisions.

v
International Standard ISO 6273:2024(en)
Assistive products — Accessibility guidelines and
requirements to survey the needs of persons with sensory
disabilities for assistive products and services
1 Scope
This document provides guidelines and requirements for surveying the user needs for assistive products
and services of persons with sensory disabilities related to seeing and hearing.
This document does not provide guidelines or requirements for other disabilities such as physical, mental or
cognitive. The methods described in the document do not reflect all possible methods for surveying, but are
those most frequently used for assessing user needs.
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 terminology 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 (3.24), services, environments and facilities can be used by people from a
population with the widest range of user (3.27) 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 products (3.2).
[SOURCE: ISO 9241-11:2018, 3.2.2, modified — In the Note 1 to entry, “technologies” has been changed to
“products”.]
3.2
assistive product
product that optimizes a person’s functioning and reduces disability
[SOURCE: ISO 9999:2022, 3.3, modified — Notes to entry have been deleted.]
3.3
consent
freely given agreements based on adequate information obtained prior to the collection or use of participant
(3.15) data
[SOURCE: ISO 20252:2019, 3.20]

3.4
closed-ended question
question requiring participants (3.15) to select from a predetermined list of possible answers
[SOURCE: ISO 11136:2014, 3.2, modified — “Respondents” has been replaced with “participants”.]
3.5
context of use
combination of users (3.27), goals and tasks (3.25), resources, and environment
Note 1 to entry: The “environment” in a context of use includes the technical, physical, social, cultural and
organizational environments.
[SOURCE: ISO 9241-11:2018, 3.1.15]
3.6
data collection instrument
tool created for the purpose of gathering data from participants (3.15)
EXAMPLE Questionnaire, discussion guide, biometric device, web scraping technology, camera.
[SOURCE: ISO 20252:2019, 3.24]
3.7
effectiveness
accuracy and completeness with which users (3.27) achieve specified goals
[SOURCE: ISO 9241-11:2018, 3.1.12]
3.8
efficiency
resources used in relation to the results achieved
Note 1 to entry: Typical resources include time, human effort, costs and materials.
[SOURCE: ISO 9241-11:2018, 3.1.13]
3.9
focus group interview
open discussion with a small number of selected participants (3.15) conducted by a moderator (3.13)
Note 1 to entry: Focus groups can be conducted face-to-face, by telephone, online or by a combination of these. Online
focus groups can be synchronous or real-time (e.g. chat sessions), or asynchronous over an extended period of time
(e.g. message or bulletin boards).
[SOURCE: ISO 20252:2019, 3.42, modified — “interview” has been added to term; preferred term “group
discussion” has been removed.]
3.10
impairment
problem in body function or structure related to a significant deviation or loss
Note 1 to entry: Impairments can be temporary or permanent; progressive, regressive or static; intermittent or
continuous.
[SOURCE: ICF 2001, WHO]
3.11
interview
oral questioning technique which results in a transfer of information from the interviewee to an interviewer
(3.12) or surveyor
Note 1 to entry: This technique obtains direct reactions to questions, in contrast to written questionnaires (3.20) or
self-assessment (self-recording).

Note 2 to entry: Interviews can be subdivided according to the number of interviewees into one-to-one interviews and
group interviews.
Note 3 to entry: Interviews can be structured, semi-structured or unstructured.
Note 4 to entry: Where semi-structured or unstructured interviews are used with a group of respondents, these are
usually described as focus groups or group discussions.
[SOURCE: ISO 16439:2014, 3.30, modified — In the term, “researcher” has been changed to “surveyor”.]
3.12
interviewer
person involved in the collection of data for market, opinion and social survey (3.23)
Note 1 to entry: Interviewers include, but are not limited to, face-to-face and telephone interviewers, recruiters for
qualitative or other survey, and other people carrying out data collection by observation, and persons collecting data
from retail outlets, following instructions from the surveyor.
[SOURCE: ISO 20252:2019, 3.40, modified — “Fieldworker” has been removed as preferred term, and
“interviewer” changed from admitted to preferred term. In the Note 1 to entry, “research” has been changed
to “survey” and “service provider” has been changed to “surveyor”.]
3.13
moderator
individual responsible for facilitating the interactions among participants (3.15) of a focus group or other
qualitative forums
[SOURCE: ISO 20252:2019, 3.53]
3.14
open-ended question
type of question where participants (3.15) are asked to answer in their own words
[SOURCE: ISO 20252:2019, 3.59, modified — Preferred term “open-ended response” has been removed.]
3.15
participant
respondent
subject
person or organisation from whom or about whom data are collected for a survey (3.23)
[SOURCE: ISO 20252:2019, 3.62, modified — Preferred term “data subject” has been replaced with “subject”.
In the definition, “research” has been changed to “survey”.]
3.16
personal data
information relating to a natural living person that can be used to identify an individual
Note 1 to entry: The identification can be made for example by reference to direct identifiers (e.g. name, specific
geographic location, telephone number, picture, sound, video recording or biometric data) or indirectly by reference to
an individual’s physical, physiological, mental, economic, cultural or social characteristics.
[SOURCE: ISO 20252:2019, 3.65]
3.17
qualitative data
data describing, but not measuring the attributes or properties of an object, in particular the reasons for
human actions
Note 1 to entry: The attributes can be categorized into classes that may be assigned numeric values.
[SOURCE: ISO 16439:2014, 3.52]

3.18
qualitative survey
analysis of motivations, patterns of thought, opinion, attitude, assessment or behaviour, via survey (3.23)
techniques such as focus groups, depth interviews (3.11), discourse content analysis and qualitative
observational survey
[SOURCE: ISO 20252:2019, 3.72, modified — “Research” was changed to “survey” in the term and in the
definition.]
3.19
quantitative data
data in numerical form expressing a certain quantity, amount or range, amenable to statistical manipulation
Note 1 to entry: Quantitative data are usually expressed in measurement units, e.g. number of loans, percentage of
interviewees.
3.20
questionnaire
structured or partly structured tool or instrument for collecting data, consisting of a series of questions
Note 1 to entry: Questionnaires can be self-completion or administered by a surveyor.
[SOURCE: ISO 20252:2019, 3.74, modified — In the Note 1 to entry, “fieldworker” has been changed to
“surveyor”.]
3.21
sample
subset of the target population from which data are collected
[SOURCE: ISO 20252:2019, 3.86]
3.22
satisfaction
extent to which the user's (3.27) physical, cognitive and emotional responses that result from the use of a
system (3.24), product or service meet the user’s needs and expectations
Note 1 to entry: Satisfaction includes the extent to which the user experience that results from actual use meets the
user’s needs and expectations.
Note 2 to entry: Anticipated use can influence satisfaction with actual use.
[SOURCE: ISO 9241-11:2018, 3.1.14]
3.23
survey
data collection from a sample (3.21) of a target population to which inferences can be made
[SOURCE: ISO 20252:2019, 3.98]
3.24
system
product, service, or built environment or any combination of them with which the user (3.27) interacts
[SOURCE: ISO/IEC Guide 71:2014, 2.1]
3.25
task
activities required to achieve a goal

3.26
usability
extent to which a system (3.24), product or service can be used by specified users (3.27) to achieve specified
goals with effectiveness (3.7), efficiency (3.8) and satisfaction (3.22) in a specified context of use (3.5)
Note 1 to entry: The “specified” users, goals and context of use refer to the particular combination of users, goals and
context of use for which usability is being considered.
Note 2 to entry: The word “usability” is also used as a qualifier to refer to the knowledge, competencies, activities and
design attributes that contribute to usability, such as usability expertise, usability professional, usability engineering,
usability method, usability evaluation, usability heuristic.
[SOURCE: ISO 9241-11:2018, 3.1.1]
3.27
user
person with a disability for whom the assistive product (3.2) is intended
[SOURCE: ISO 21856:2022, 3.32]
3.28
user accessibility needs
user (3.27) needs related to features or attributes that are necessary for a system (3.24) to be accessible
Note 1 to entry: User accessibility needs vary over time and across contexts of use.
[SOURCE: ISO/IEC Guide 71:2014, 2.4]
4 Accessibility of surveys
4.1 Management of the survey process
4.1.1 Accessibility requirements and recommendations
The surveyor shall consult with representatives from users with a disability. To carry out a survey on
persons with sensory disabilities, communication shall be accessible to participants. The instructions and
questions should be easily understandable by the participants and participants should be encouraged to
express their replies.
Questions on the extent of the disability and the context of use of assistive products are important, but
questions concerning the personal situation and medical causes of persons with sensory disabilities should
not be part of the survey.
4.1.2 Planning of the survey project
The surveyor shall define the research question intended to be addressed in the project. Based on the
research question, the survey design shall be created as a practical framework that includes the type of
data and the method to collect and analyse data. This framework shall include accessibility considerations.
The location and time scale shall also be defined when considering the accessibility requirements of the
participants.
The surveyor shall keep all records to enable the replication of the project or survey work and traceability
for the purposes of verification and validation.
4.1.3 Documentation of the survey process
The survey process shall be documented. The variables in a survey are:
a) the size of the organization;

b) the type of disability of participants;
c) survey activities;
d) complexity of the research question;
e) complexity of and risks associated with the projects and the interactions with participants;
f) the competence of personnel to carry out the survey.
To support participants, the documentation should be provided in accessible formats. A survey project can
be composed of a number of documents, including procedures on how to carry out the survey.
4.1.4 Design of the data collection instruments and pre-tests
The surveyor shall consider the content, structure, design, and accessibility of the data collection
instruments. This should include wording, the sequence of individual questions, other topics being surveyed,
the number of response alternatives and their order, and other factors that can affect the survey findings
when developing data collection instruments.
The surveyor shall ensure that the data collection instruments are accessible to all participants and adapted
to each methodology and device to be used.
A pre-test should be carried out for all data collection instruments if the surveyor considers it necessary.
If the same data collection instrument has previously been tested and used in a comparable situation, such
testing may be of a more limited scale. A pre-test is specifically needed to confirm that the instruments are
accessible to the participants. If there is a pre-test, the findings should be recorded.
4.1.5 Recruitment of participants
4.1.5.1 General
The recruiting of participants should be performed either based on a random strategy, or based on other
sampling criteria, such as inclusion and exclusion criteria for potential participants, the sample size and
other demographic requirements. Other considerations such as accessible advertising and incentivising
should be considered.
4.1.5.2 Invitations to participate in survey projects
The surveyor shall provide the following information to the potential participants:
a) name and address of the surveyor;
b) the condition under study or the purpose of the survey, or both;
c) inclusion and exclusion criteria in summary form;
d) a brief list of the procedures involved;
e) time or other commitment required (number of visits, total duration, etc);
f) full disclosure of incentive terms and conditions related to participation;
g) location of survey and contact person for further information;
h) information concerning accessibility of the location and information on the questionnaire or interview;
i) the opportunity to unsubscribe or opt out of the survey activity.

4.1.5.3 Participant consent
Where a survey project requires written informed consent (e.g. live interviews, recorded events or written
questionnaire returns including personal data), the informed consent information shall be provided in an
accessible format (e.g. large print, Braille, or audio/DAISY format) or in sign language video or live. The
informed consent form should consist of two parts: the information about the project and a signature form.
Tactile or colour markings, or tactile stencils can assist in finding the place for the signature.
4.1.5.4 Personal assistance
The potential participants should be provided with access to the necessary assistance or accommodation to
support them in the research projects and to prevent isolation or segregation from the designed research
process. Assistance may be offered by the surveyor of the project. Alternatively, a personal assistant shall be
facilitated to accompany the participant depending on their needs.
Assistance can be offered for sign language interpretation, reading questions, or writing replies. Assistance
can be provided in person or remotely.
Persons with a hearing impairment have difficulties understanding spoken messages or expressing spoken
text. Where persons with a hearing impairment are included in oral interviews, sign language interpreting
may be offered to interpret the questionnaire and the replies. Alternatively, questionnaires may be provided
in the form of written documents, plain language documents or pre-recorded sign language videos.
4.1.6 Problems and complaints management
When problems and complaints are identified especially in the field of accessibility (either in the survey
process or its outcome), they should be rectified and steps should be taken to prevent recurrence.
Records should be maintained, including details of complaints, problems, causes, actions and solutions.
4.2 Types of survey data
4.2.1 General
The results of the survey are classified into quantitative and qualitative data. In most cases, both types of
data are produced.
4.2.2 Quantitative data
Quantitative data are numeric and usually expressed in measurement units, e.g. number of utilizations of an
assistive product per day, percentage of interviewees who can read Braille.
Quantitative data are mostly analysed by statistics, either by descriptive statistics or by inferential statistics.
4.2.3 Qualitative data
Qualitative methods focus on understanding the reasons for human actions. The qualitative approach
includes questionnaires and interview techniques, storytelling, and self-assessment. It is appropriate for
gathering information and finding out new user needs of assistive products. It helps create hypotheses
concerning user needs, whereas inferential statistics on quantitative data can examine evidence by
hypothetical testing.
Care shall be given to use rigorous analytical methods taking into consideration disaggregated data to avoid
biases. Qualitative analysis software can help identify relationships between qualitative data. The findings
should be categorized into classes that can be assigned numeric values.

5 Data collection
5.1 General
Data collection is made either by written questionnaires
...