Making the case for inclusive design.

This paper describes the University of Cambridge, Engineering Design Centre's (EDC) case for inclusive design, based on 10 years of research, promotion and knowledge transfer. In summary, inclusive design applies an understanding of customer diversity to inform decisions throughout the development process, in order to better satisfy the needs of more people. Products that are more inclusive can reach a wider market, improve customer satisfaction and drive business success. The rapidly ageing population increases the importance of this approach. The case presented here has helped to convince BT, Nestlé and others to adopt an inclusive approach.

A systematic approach for improving the quality of official statistics: Case of Korean information and telecommunication industry

With the rapid growth of information and communication technology (ICT) in Korea, there was a need to improve the quality of official ICT statistics. In order to do this, various factors had to be considered, such as the quality of surveying, processing, and output as well as the reputation of the statistical agency. We used PLS estimation to determine how these factors might influence customer satisfaction. Furthermore, through a comparison of associated satisfaction indices, we provided feedback to the responsible statistics agency. It appears that our model can be used as a tool for improving the quality of official ICT statistics. © 2008 Elsevier B.V. All rights reserved.

Inclusive design and the bottom line: How can its value be proven to decision makers?

Designing technology products that embrace the needs and capabilities of heterogeneous users leads not only to increased customer satisfaction and enhanced corporate social responsibility, but also better market penetration. Yet, achieving inclusion in today's pressured and fast-moving markets is not straight-forward. For a time, inaccessible and unusable design was solely seen as the fault of designers and a whole line of research was dedicated to pinpointing their frailties. More recently, it has become progressively more recognised that it is not necessarily designers' lack of awareness, or unwillingness, that results in sub-optimal design, but rather there are multi-faceted organisational factors at play that seldom provide an adequate environment in which inclusive products could be designed. Through literature review, a detailed audit of inclusivity practice in a large global company and ongoing research regarding quantification of cost-effectiveness of inclusive design, this paper discusses the overarching operational problems that prevent organisations from developing optimally inclusive products and offers best-practice principles for the future. © 2013 Springer-Verlag Berlin Heidelberg.

Foresight vehicle programme - Customer understanding processes in design

Customer feedback is normally fed into product design and engineering via quality surveys and therefore mainly comprises negative comments: complaints about things gone wrong. Whilst eradication of such problems will result in a feeling of satisfaction in existing customers, it will not instil the sense of delight required to attract conquest buyers. CUPID's aim is to conceive and evaluate ideas to stimulate product desirability through the provision of delightful features and execution. By definition, surprise and delight features cannot be foreseen, so we have to understand sensory appeal and, therefore, the "hidden" voice of the customer. Copyright © 2002 Society of Automotive Engineers, Inc.

The use of object oriented modelling and simulation tools in constraint satisfaction for embodiment design

The software package Dymola, which implements the new, vendor-independent standard modelling language Modelica, exemplifies the emerging generation of object-oriented modelling and simulation tools. This paper shows how, in addition to its simulation capabilities, it may be used as an embodiment design tool, to size automatically a design assembled from a library of generic parametric components. The example used is a miniature model aircraft diesel engine. To this end, the component classes contain extra algebraic equations calculating the overload factor (or its reciprocal, the safety factor) for all the different modes of failure, such as buckling or tensile yield. Thus the simulation results contain the maximum overload or minimum safety factor for each failure mode along with the critical instant and the device state at which it occurs. The Dymola "Initial Conditions Calculation" function, controlled by a simple software script, may then be used to perform automatic component sizing. Each component is minimised in mass, subject to a chosen safety factor against failure, over a given operating cycle. Whilst the example is in the realm of mechanical design, it must be emphasised that the approach is equally applicable to the electrical or mechatronic domains, indeed to any design problem requiring numerical constraint satisfaction.