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  • Slide 1 My name is (presenters name), I am the Area Business Manager for Hewi UK Ltd, covering (list area), my role within Hewi Uk Ltd, is to assist the architect/specifier in the production of accurate specifications for, ironmongery and barrier free products and, handrails and balustrade taking into account all relevant current legislation coupled with building user requirements. Please feel free to ask questions as we go along but there will be a Q&A section at the end. Hand-outs to be offered to all attendees. 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann
  • Slide 2 Read slide; ask if anyone has any specific objective 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann
  • 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann Slide 4 Explain a little about the company history and where we come from
  • Slide 5 Explain that each business sector is supported by a comprehensive brochure collection 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann
  • Slide 6 HEWI stands for quality and further proof of that is the work we do with high end automotive companies. 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann
  • Slide 7 Explain that this is how it all started with the iconic 111 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann
  • Slide 9 The bathroom and accessibility range expanded and became and we will see how the designs have moved ahead of the times later 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann
  • Slide 10 Now you can see how the designs have changed. Our philosophy is based on design from handles right through to accessories and accessibility products. 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann
  • Slide 11 System 800 offers a softer/rounded range of products – again design continuity 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann
  • Slide 60 All hand outs are available to take away form the seminar or PDF’s can be downloaded from 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann
  • 09.07.13 Präsentationstitel/Erstellt von Herrn Mustermann Slide 64
  • Ontop of standard demographic profiles consider intrinsic and extrinsic factors affecting decisions and behaviours. then the multitude of perspectives we all see the world from, from both choice and destiny
  • Be master presentation

    1. 1. “Older Consumers and the Built Environment” Engage Business Network Sponsored by HEWI ( The Building Centre Store Street London WC1E 7BT
    2. 2. 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
    3. 3. Welcome Ian Rutter Senior Manager, Engage Business Network Age UK
    4. 4. Stephen Maley Sales Director HEWI
    5. 5. CPD Presentation Sanitary and Accessibility – Design and Function for All.
    6. 6. 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 Presentation Objective
    7. 7. Company Made in Germany · 550 employees · production facilities
    8. 8. Company Fields of business Sanitary: · Accessories · Care / Accessibility Hardware: · Door and window handles · Handrails | Signage
    9. 9. · Excellent design · Innovative Solutions · High Quality Materials · First Class Function Automotive Products for: Audi | BMW | Mercedes-Benz | Porsche | Volvo Company Fields of business
    10. 10. 1970 | The Classic Lever handle Innovation: Form | Material | Surface
    11. 11. 1984 | Accessibility Accessibility product ranges
    12. 12. Communication Full Set of RIBA Approved CPDs 1. Sanitary And Accessibility- Design and Function for All 2. Architectural Handrails and Balustrades 3. Door Furniture for ALL to Handle
    13. 13.
    14. 14. “Evaluating impact and informing change” Martin Jones Senior lecturer, Retail Lab Programme Manager.
    15. 15. Understanding the consumer journey
    16. 16. Understanding the consumer journey
    17. 17. Understanding how we all view and respond to stimuli is key
    18. 18. Human behaviour
    19. 19. Techniques & Technology Automated tracking systems • Glance • Flow dynamics • Individual behaviours
    20. 20. RETAIL LAB
    21. 21. Impact of physical spaces on users
    22. 22. a b Impact of physical spaces on users
    23. 23. Impact of physical spaces on users Average % behavior by path count is Target 1 26.6% and Target 2 71.4%.
    24. 24. Informing the design process
    25. 25. Informing the design process
    26. 26. Informing the design process
    27. 27. Saliency measured against visual hierarchy
    28. 28. Saliency measured against visual hierarchy
    29. 29. Improving performance in delivery, operations and use.
    30. 30. Business priority 1.Brand 2.Profit 3.Staff 4.Offer a) Primary b) navigation / service c) Access to product Performance on the ground 1.? 2.? 3.? 4.? a) ? b) ? c) ? V
    31. 31. Informing the design process Are you truly consumer focused?
    32. 32. Video
    33. 33. Building things for people to use Integrating Human Factors into design Ian Rowe – Director Ian Rowe Associates Ltd.
    34. 34. Let’s take a look at a ‘modern’ design
    35. 35. Virgin Pendolino Train
    36. 36. The Pendolino ‘The return of the train’ Design council award Aerodynamic, sleek, high speed, ‘designer’ But …….
    37. 37. 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: Description of train journey from Scotland to London
    38. 38. The problem
    39. 39. DDA ‘compliant’ toilet
    40. 40. 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.
    41. 41. 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
    42. 42. Case example – York Railway station - Reducing Slip & Trip Accidents • Background • Approach • Findings • Conclusions
    43. 43. Background & Approach Background • 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
    44. 44. 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
    45. 45. Case study example – Developing a ticket counter for East Coast Trains Ticket counters developed for London Underground in 2005 Single inclusive design approach Involved research to understand how it is used on both staff and customer side Development of an ergonomic and user centred design Extensive trials conducted with staff and customers Three iterations of design made before finalising
    46. 46. 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
    47. 47. Thank You
    48. 48. Feroze Variava Terminal Duty Manager Gatwick Airport Limited
    49. 49. The Assistance Challenge How to deliver great service The Challenge Gatwick’s service proposition Airline role Watch-outs
    50. 50. 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 peak Retail spend goes up in the PRM peak periods Airline Role: Pre notification & Service Watch outs: • Accidents involving older passengers dominate our statistics. • Keeping passengers safe is one of our top priorities. Design out risk from Accident hotspots
    51. 51. 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
    52. 52. 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
    53. 53. Gatwick’s service proposition Not accepting minimum standards KPI’s Voice of your customer Website design
    54. 54. Key Performance Indicators • Compliments vs complaints • Declared maximum waiting times • Quality of hosting and welfare provided • The Personal Service
    55. 55. Airside PRM Experience Average Scores
    56. 56. Voice of the customer
    57. 57. Watch outs Keeping our passengers safe Design in safety Drive for Productivity with Service
    58. 58. Role of the Airlines • Pre-notification • Collaborative working
    59. 59. You’re never too old
    61. 61. Design Council, Cabe Ageing better by design Nicola Mathers Design Council
    62. 62. Ageing, some of the issues
    63. 63. 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.
    64. 64. Our work in ageing
    65. 65. Our work helps to shift perceptions of ageing. We place people at the centre of the design process – resulting in more suitable, respectful design.
    66. 66. Olympic Park, Stratford We have developed appropriate, products services and spaces for older people through design.
    67. 67. Olympic Park, Stratford
    68. 68. Video
    69. 69. Built environment
    70. 70. 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.
    71. 71. 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
    72. 72. 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.
    73. 73. Neighbourhood Planning We offer support to local communities involved in neighbourhood planning in England.
    74. 74. 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
    75. 75. Olympic Park, Stratford Thank you visit: email: twitter: @Cabeupdates
    76. 76. HAPPI design for older people More beautiful, practical homes for the third age of our lives Patrick Devlin Director POLLARD THOMAS EDWARDS architects
    77. 77. When we last built in quantity for older people?
    78. 78. HAPPI Housing our Ageing Population: Panel for Innovation
    79. 79. What can we look forward to now?
    80. 80. DISCUSSION