SIST EN 17161:2019

SLOVENSKI STANDARD
01-maj-2019
Oblikovanje za vse - Dostopnost, ki sledi pristopu "oblikovanje za vse" v
proizvodih, dobrinah in storitvah - Razširitev kroga uporabnikov
Design for All - Accessibility following a Design for All approach in products, goods and
services - Extending the range of users
Barrierefreiheit von Produkten, Waren und Dienstleistungen nach einem „Design für
alle“-Ansatz - Erweiterung des Nutzerkreises
Conception pour tous - Accessibilité selon une approche Conception pour tous des
produits, des biens et des services - Élargissement de l’éventail d’utilisateurs
Ta slovenski standard je istoveten z: EN 17161:2019
ICS:
01.120 Standardizacija. Splošna Standardization. General
pravila rules
03.080.01 Storitve na splošno Services in general
03.120.01 Kakovost na splošno Quality in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EUROPEAN STANDARD
EN 17161
NORME EUROPÉENNE
EUROPÄISCHE NORM
March 2019
ICS 01.120; 11.180.01; 13.180
English version
Design for All - Accessibility following a Design for All
approach in products, goods and services - Extending the
range of users
Conception pour tous - Accessibilité selon une Barrierefreiheit von Produkten, Waren und
approche Conception pour tous des produits, des biens Dienstleistungen nach einem "Design für alle"-Ansatz -
et des services - Élargissement de l'éventail Erweiterung des Nutzerkreises
d'utilisateurs
This European Standard was approved by CEN on 26 November 2018.

CEN and CENELEC members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for
giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical
references concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to
any CEN and CENELEC member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN and CENELEC member into its own language and notified to the CEN-CENELEC
Management Centre has the same status as the official versions.

CEN and CENELEC members are the national standards bodies and national electrotechnical committees of Austria, Belgium,
Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany,
Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania,
Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom.

CEN-CENELEC Management Centre:
Rue de la Science 23, B-1040 Brussels
© 2019 CEN/CENELEC All rights of exploitation in any form and by any means Ref. No. EN 17161:2019 E
reserved worldwide for CEN national Members and for
CENELEC Members.
Contents Page
European foreword . 5
Introduction . 6
1 Scope . 9
2 Normative references . 9
3 Terms and definitions . 9
4 Context of the organization – Design for All approach . 12
4.1 Accessibility following a Design for All approach . 12
4.2 Understanding the organization and its context . 12
4.3 Understanding the needs and expectations of interested parties . 14
4.4 Determining the scope of the Design for All approach within the organization . 14
4.5 Integration with established process systems . 14
5 Leadership . 15
5.1 Leadership and commitment . 15
5.2 Policy . 16
5.3 Organisational roles, responsibilities and authorities . 17
6 Planning . 17
6.1 Actions to address risks and opportunities . 17
6.2 Design for All approach objectives and planning to achieve them . 18
6.3 Planning for changes . 18
7 Support . 19
7.1 Resources . 19
7.2 Competence . 19
7.3 Awareness . 20
7.4 Communication . 20
7.5 Documented information . 20
8 Operation . 21
8.1 Operation planning and control . 21
8.2 Design and development of products and services . 21
8.2.1 Planning to extend the range of users . 21
8.2.2 Identifying the intended users . 21
8.2.3 Requirements to extend the range of users. 22
8.2.4 Realization . 23
8.2.5 Evaluation . 24
8.3 User involvement . 24
8.4 End-to-end chain in relation to accessibility . 25
8.5 Control of and communication with external suppliers . 26
9 Performance evaluation . 26
9.1 Monitoring, measurement, analysis and evaluation . 26
9.1.1 General . 26
9.1.2 User feedback . 27
9.1.3 Analysis and evaluation . 27
9.2 Internal audit . 28
9.3 Management . 28
10 Improvement . 29
Annex A (informative) Accessibility, Design for All approach and Human Rights . 30
A.1 Introduction. 30
A.2 The core mind-set of the Design for All approach . 30
A.3 Human Rights and Design for All approach . 30
A.4 Sustainable development with a Design for All approach . 31
A.5 Access, understand and use . 31
A.6 Examples of Design for All approaches . 32
Annex B (informative) User involvement . 33
B.1 Introduction. 33
B.2 Benefits of involving users . 33
B.3 Identifying and understanding current and potential users . 33
B.3.1 Potential users . 33
B.3.2 Demographic statistics . 34
B.4 Planning and performing user involvement . 34
B.4.1 General . 34
B.4.2 Schedule for user involvement . 35
B.4.3 Arrangements . 35
B.4.4 User feedback and market surveys . 35
B.4.5 Ethics of user involvement . 36
B.4.6 End-to-end documentation . 36
Annex C (informative) Design activities within projects . 37
C.1 Introduction. 37
C.2 Activities and their inputs . 37
C.3 User input to activities . 39
C.4 Understand and identify the users and the context of use (8.2.2) . 40
C.4.1 Scoping . 40
C.4.2 The importance of users (8.3) . 40
C.4.3 User groups (8.2.2) . 40
C.5 Requirements specification (8.2.3) . 40
C.6 Produce solutions to meet the user requirements (8.2.4) . 41
C.6.1 High level approach . 41
C.6.2 Developing the solution . 41
C.6.3 Detailed design decisions . 42
C.6.4 Evaluation as design progress . 42
C.6.5 Iteration . 42
C.7 Evaluation (8.2.5) . 42
C.7.1 Evaluation from the earliest stages . 42
C.7.2 Focus on evaluation from the user's perspective . 42
C.7.3 Iteration and feedback . 42
C.7.4 Conformity assessment . 43
Annex D (informative) List of requirements . 44
D.1 Introduction . 44
D.2 List: requirements . 44
D.3 List: documented information . 49
Annex E (informative) Non exhaustive list of standards and guidance relevant to
'Accessibility following a Design for All approach in products, goods and services' . 51
E.1 Introduction . 51
E.2 Standards and guidance . 51
Bibliography . 52

European foreword
This document (EN 17161:2019) has been prepared by Technical Committee CEN/CLC/JTC 12 “Design
for All”, the secretariat of which is held by NEN.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by September 2019, and conflicting national standards shall
be withdrawn at the latest by September 2019.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document has been prepared under standardization request M/473, given to CEN and CENELEC by
the European Commission, to include accessibility following a ‘Design for All’ approach in relevant
standardization activities for products, goods and services.
According to the CEN-CENELEC Internal Regulations, the national standards organisations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia,
Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France,
Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands,
Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
the United Kingdom.
Introduction
A Design for All approach takes account of human diversity to extend the range of users. This approach
inspires innovation in organisations so that management value an inclusive and non-stigmatizing mind-
set and supports a culture, which prioritises people. The Design for All approach and innovation ensure
optimal practices and activities, so that operations have the best tools and resources in place to enable
them to achieve accessible products, goods and services, i.e. what this document refers to as 'accessibility
outcomes'.
Accessibility seeks to prevent and remove barriers, ensuring that persons with disabilities have access to
products, goods and services on an equal basis with others.
Accessibility as an outcome from integrating a Design for All approach throughout the whole organization
can maximize the range of potential users of products, goods and services. Extending the range of users
can increase markets. It can also increase the proportion of the population, including persons with
disabilities, able to participate fully and independently in society. The accessibility of products, goods and
services realized by Design for All can benefit all users. Every organization can benefit from this approach.
NOTE 1 Terms such as “Design for All”, “Universal Design”, “accessible design”, “barrier-free design”, “inclusive
design” and “transgenerational design” are often used interchangeably with the same meaning.
NOTE 2 The approach defined in this document covers all products, goods and services. To keep the text easy to
read, the rest of this document will sometimes use the shorter phrase “products and services”. Wherever “products
and services” is used, it is equivalent to, and should be interpreted as, “products, goods and services”.
Each individual user has their own profile of needs, characteristics, capabilities, and preferences, and this
fact needs to be recognized when developing mainstream products and services. For most people their
profile of capabilities changes substantially throughout the course of their life, as they advance from
childhood to adulthood and then into old age. In addition, changing circumstances, accidents, disease and
other life-changing events may lead to a significant change in needs, characteristics, sets of capabilities
and preferences. Furthermore, the context of use of products, goods and services can influence users’
needs, characteristics, capabilities, and preferences, and hence the degree of accessibility and usability. A
Design for All approach acknowledges all these variations and circumstances and aims at meeting their
requirements to the greatest extent possible.
This document describes the adoption, throughout the whole organization, of a process-driven Design
for All approach in relation to all aspects of design, development, and manufacturing. Involvement of
users, including persons with disabilities, all the way through is a central part of this approach. Accessible
products and services are amongst the key outcomes.
The requirements and recommendations in this document can complement existing organisational
management and operational processes in order to achieve accessibility outcomes. The product design
and development process is usually part of a management system, such as EN ISO 9001, into which
accessibility following a Design for All approach can be integrated.
This document defines the requirements in an order that is consistent with organisational planning and
process management, i.e.:
— Understanding the context of the organization, the needs and expectations of interested parties,
including people with disabilities, the integration of a Design for All approach within established
systems and processes (Clause 4);
— Leadership, policy and responsibilities in support of a Design for All approach and the achievement of
accessibility outcomes (Clause 5);
— The planning of Design for All objectives and how to achieve them (Clause 6);
— Organizing the support and other resources, including people and information needed to realize a
Design for All approach and the delivery of accessibility outcomes (Clause 7);
— Operational processes related to meeting users’ requirements, including persons with disabilities, and
developing products and services across the entire end-to-end chain, in accordance with the Design
for All approach (Clause 8);
— Processes to monitor, measure, analyse and evaluate the effectiveness and correctness of the Design
for All approach and its accessibility outcomes (Clause 9);
— The continuous improvement of the Design for All approach (Clause 10).
Management of the processes and the approach as a whole can be achieved using “Plan-Do-Check-Act”
(PDCA) or similar methodology. The normative clauses of this document broadly reflect the widely-used
PDCA model. The PDCA cycle is a way to achieve continuous improvement in business, development and
manufacturing processes. In the same way that a circle has no start or end, the PDCA method is also
constant and unbroken.
Figure 1 illustrates how the processes and requirements set out in Clauses 4 to 10 are related and
interconnected and how continuous improvement is achieved through repeated cycles of design and
implementation. The figure makes it clear that committed leadership as well as the provision of adequate
support and resources are central to achieving the right outcomes.

Figure 1 — Integrating a Design for All approach into the continuous processes for design,
development and provision of products, goods and services
NOTE 3 Figure 1 shows a diagram of the interrelations between the processes, procedures and activities in this
standard to achieve Accessibility outcomes based on the application of a Design for All approach. It consists of
concentric cicles showing the various layers of these interrelating elements.
On top of the diagram there is the Design for All approach. From there, the viewer's eye is drawn to "Leadership"
(Clause 5) and "Support" (Clause 7) in the centre. "Planning" (Clause 6), "Operation" (Clause 8) and "Performance
evaluation" (Clause 9) are connected to and arranged in a circle around this centre. This cluster of elements is
framed by an outer circle labelled "Continuous improvement" (Clause 10) and embedded in a layer labelled "Context
of the organisation" (Clause 4). From the centre, where it has been absorbed, the Design for All approach is spread
across all illustrated components to result in Accessibility outcomes at the bottom.
The Design for All approach described in this document does not imply uniformity of the design of
products, goods, and services.
1 Scope
This document specifies requirements that enable an organization to design, develop and provide
products, goods and services so that they can be accessed, understood and used by the widest range of
users, including persons with disabilities.
This document specifies requirements and recommendations that enables an organization to extend their
range of users by identifying diverse needs, characteristics, capabilities, and preferences, by directly or
indirectly involving users, and by using knowledge about accessibility in its procedures and processes.
This document specifies requirements that can enable an organization to meet applicable statutory and
regulatory requirements as related to the accessibility of its products, goods and services.
The requirements set out in this document are generic and are intended to be applicable to all relevant
parts of all organisations, regardless of type, size or products, goods and services provided.
This document promotes accessibility following a Design for All approach in mainstream products goods
and services and interoperability of these with assistive technologies.
This document does not provide technical design specifications and does not imply uniformity in design
or functionality of products, goods and services.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— IEC Electropedia: available at http://www.electropedia.org/
— ISO Online browsing platform: available at http://www.iso.org/obp
3.1
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of user needs, characteristics and capabilities to achieve identified goals
in identified contexts of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: EN ISO 9241-112:2017, 3.15 [5]]
3.2
assistive technology
equipment, product system, hardware, software or service that is used to increase, maintain or improve
capabilities of individuals
Note 1 to entry: Assistive technology is an umbrella term that is broader than assistive products.
Note 2 to entry: Assistive technology can include assistive services, and professional services needed for
assessment, recommendation and provision.
[SOURCE: CEN-CENELEC Guide 6:2014, 2.16 [13]]
3.3
context of use
physical and social environments in which a system is used, including users, tasks, equipment and
materials
[SOURCE: CEN-CENELEC Guide 6:2014, 2.7 [13]]
3.4
documented information
information required to be controlled and maintained by an organisation and the medium on which it is
contained
Note 1 to entry: documented information can be in any format and media and from any source.
Note 2 to entry: documented information can refer to:
- the management system, including related processes;
- information created in order for the organization to operate (documentation);
- evidence of results achieved.
Note 3 to entry: this constitutes one of the common terms and core definitions for ISO management system
standards given in Annex SL of the Consolidated ISO Supplement to the ISO/IEC Directives, Part 1.
[SOURCE: ISO 9000:2015, 3.8.6 [1]]
3.5
end-to-end chain
sequence of information, processes and activities that enable a user to discover, acquire, use, maintain
and dispose of a product, good or service, including post-sale support and warranty fulfilment
EXAMPLE 1 In order to make a train journey, a user obtains information about train times and facilities (pre-
sale), purchases a ticket, accesses departure and destination stations and facilities, boards, uses and leaves the train
and may require support or complaint (post-sale) services.
EXAMPLE 2 A user buying a new television, researches the market, finds a supplier, buys the television, arranges
delivery, installs, connects and configures it, uses it, and gets it repaired, updated or disposed of, as, necessary.
3.6
interested party
stakeholder
person or organisation that can affect, be affected by, or perceive itself to be affected by a decision or
activity
EXAMPLE Users, consumers, customers, owners, people in an organization, providers, bankers, regulators,
unions, non-governmental organisations, partners or society that can include competitors or opposing pressure
groups.
[SOURCE: ISO 9000:2015, 3.2.3, Modified – added examples of 'users' and 'consumers', Note 2 to entry
from source not included [1]]
3.7
organisation
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 [1]]
3.8
requirement
need or expectation that is stated, generally implied or obligatory
[SOURCE: ISO 9000:2015, 3.6.4 (option 2) [1]]
3.9
strategy
planned activities to achieve an objective
[SOURCE: ISO 9000:2015, 3.5.12 [1]]
3.10
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 shall 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 [17], modified —
Note 2 to entry has been added]
[SOURCE: CEN-CENELEC Guide 6:2014, 2.18 [13]]
3.11
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]]
3.12
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 [12]]
4 Context of the organization – Design for All approach
4.1 Accessibility following a Design for All approach
The organization shall apply a Design for All approach throughout the organization in order to achieve
accessibility outcomes by addressing the requirements specified in this document. .
The organization shall seek to extend the range of users of its products and services, taking account of
human diversity including older persons and persons with disabilities.
The organization shall maintain documented information related to its Design for All approach as listed
in 7.5. This can be integrated within existing documented information, including that maintained as part
of established management systems (see also 4.5).
A Design for All approach focuses on accessibility and usability from the earliest possible time and
throughout all stages in the life of products and services including interoperability across the end-to-end
chain of use.
NOTE 1 Applying a Design for All approach does not mean “one size fits all”. Each design process and its outcome
are unique.
Focusing on the combination of accessibility and usability involves both access and ease of use based on
considering a diverse range of needs, characteristics, capabilities, and preferences. It can affect task
effectiveness and efficiency as well as user satisfaction with the product or service. Taking account of
greater diversity often improves accessibility and usability. It results in products and services that can be
accessed, understood and used by the widest range of people. Access, understand and use 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 order to allow for
equivalency in use, multiple solutions or personalization may be needed.
Accessibility following a Design for All approach is related to other concepts. An explanation of the
relation between these is provided in Annex A.
NOTE 2 Human rights law and standards for sustainable development use 'Universal Design’ as a corresponding
term for ‘Design for All approach’, ‘accessibility’ and ‘usability’.
4.2 Understanding the organization and its context
The organization shall ensure that all relevant organisational policies, processes and activities follow a
Design for All approach.
The organization shall determine at the earliest opportunity how to make a product or service accessible
and usable by the widest range of users to the greatest extent possible.
The organization shall determine internal and external factors that are relevant to its purpose and to its
strategic direction and that affect its Design for All approach, such as:
a) user needs, characteristics, capabilities and preferences;
b) feedback on existing products and services, in particular on their accessibility and usability aspects
and on the range of users they reach;
c) reputation of the organization;
d) legal and regulatory obligations;
e) competitors' activities;
f) functionally provided by assistive technologies;
g) compatibility and interoperability with assistive technologies;
h) technological factors and changes/advancements in technical capabilities;
i) capacities of the delivery/supply chain;
j) end-to-end chain;
k) economic factors;
l) standards and guidance addressing accessibility, as listed in Annex E.
The organization shall review the information about these internal and external factors.
NOTE 1 Understanding the external context can be facilitated by considering the impact of the whole supply
chain and end-to-end chain from a user perspective, as well as issues arising from regulatory, technological,
competitive, social and economic environments, whether international, national, regional or local.
NOTE 2 Understanding the internal context can be facilitated by identifying the drivers for integrating a Design
for All approach related to existing culture and values.
The organization's drivers for adopting a Design for All approach can differ depending on the
organization and the context in which it operates.
The Design for All approach objectives and the intended accessibility outcomes should be aligned to those
drivers, such as competitive advantage, public policies, innovation, sustainability and human rights.
NOTE 3 Potential drivers for integrating this approach in order to achieve accessibility and usability can include:
a) stimulation of innovation and creativity;
b) identification of new products and services;
c) increased markets and channels for distribution for products and services;
d) meeting or surpassing user expectations;
e) enhancement of organization image or brand;
f) improved customer loyalty;
g) attraction of financing and investment, particularly from socially conscious investors;
h) enhancement of employee motivation;
i) increased knowledge about a product or service;
j) compliance to statutory and regulatory requirements;
k) improved internal and external communications;
l) enhanced sense of organisational pride and social responsibility;
m) opportunities around further channels of distribution.
4.3 Understanding the needs and expectations of interested parties
Interested parties have requirements based on their needs and expectations. These requirements affect,
or can potentially affect, the organization’s ability to consistently provide products and services that meet
user and relevant statutory and regulatory requirements. The organization shall determine:
a) the interested parties that are relevant;
b) the requirements of these interested parties that are relevant to the organisational policies,
processes and activities following a Design for All approach.
The organization shall identify:
c) all interested parties involved in the sequence of accessing, understanding and using the product or
service;
d) who is using the product or service;
e) who is not using the product or service;
f) determine the reasons why these individuals are not current users, particularly in relation to
accessibility-related factors;
g) determine what will allow the widest range of users to access, understand and use the product or
service.
NOTE Users can be direct or indirect. Indirect users are those who interact with the product or service, or
access it through, another person, product or service.
The organization shall review the information about these interested parties and their relevant
requirements. Information on how to involve users is provided in Annex B.
4.4 Determining the scope of the Design for All approach within the organization
The organization shall determine the boundaries and applicability of its accessibility following a Design
for All approach to establish its scope.
When determining this scope, the organization shall consider the:
a) internal and external factors referred to in 4.2;
b) needs and expectations referred to in 4.3.
The organization has a responsibility to ensure the accessibility of its products and services. Its
compliance with this document is not affected by any accessibility requirements that are not applicable.
4.5 Integration with established process systems
The process approach described in this document is aligned with, compatible with, and complementary
to, established management system standards, including quality management systems. The Design for All
approach as specified in this document is written to be easily integrated into existing organisational
processes and practices.
As with management systems, outcomes are realized most effectively and efficiently when they are
understood and managed as deliberate, interrelated processes.
A deliberate process of integrating accessibility following a Design for All approach within existing
management systems ensures that:
a) the requirements of the widest range of users being able to access, understand and use a product or
service are known, recognized and consistently met;
b) the added value of extending the range of users and of high levels of accessibility and usability for all
users (not just those with a specific profile of capabilities) of a product or service is understood
throughout the organization;
c) the processes that govern all aspects of design, development, manufacturing, implementation,
deployment, commercialisation, marketing, provision and support are effective and implemented
with regard to the Design for All approach;
d) processes are improved continuously based on evaluation of outcomes and the use of data and
information related to extending the range of users and accessibility.
5 Leadership
5.1 Leadership and commitment
Top management shall demonstrate leadership and commitment with respect to:
a) adopting a Design for All approach;
b) achieving accessibility outcomes.
NOTE 1 In some organisations, the term 'top management' is interchangeable with 'management' or 'senior
management'.
Top management shall formalize its commitment to:
c) continuous improvement to achieve accessibility outcomes for products and services;
d) a Design for All approach across the entire design, development, supply and delivery chain;
e) facilitate active participation by all employees, including those engaged in planning, design,
development, manufacturing, provision and marketing;
f) foster the creation of new ideas and innovation to extend the range of users and improve
accessibility.
In their organisational strategy, top management shall include a vision for business success that identifies
the role of accessibility following a Design for All approach.
This vision for business success shall:
g) inspire persons within the organization;
h) provide a target against which progress can be measured (information on evaluation is provided in
Clause 9).
Top management shall foster a mindset in support of addressing accessibility following a Design for All
approach and a culture within the organization to which people can contribute. In relation to a Design for
All approach and accessibility outcomes, management shall:
i) allocate resources;
j) define objectives and targets;
k) assign responsibilities, tasks and accountabilities;
l) define, support and monitor planning, design and development;
m) review the opportunities from a brand and marketing perspective;
n) organize reviews of planning, design and development;
o) identify recruitment and training needs;
p) define measurement and performance indicators.
NOTE 2 The process of extending the range of users and integrating accessibility following a Design for All
approach into the planning, design and development of products and services may be initiated either by
management (top-down) or by designers and developers (bottom-up). In practice, both approaches take place
simultaneously. Regardless of which business function initiates the process, top management level support is
needed to have a significant effect on an organization’s activities in planning, designing and developing products,
and services.
NOTE 3 Top management actions are needed to enable effective implementation of procedu
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