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• Cover Page
• Half Title page
• Title Page
• Copyright Page
• Contents
• List of Figures
• Acknowledgements
• Executive Summary
• Part I The Humbles Method
• Chapter 1 Highlight Design for All Opportunities
• Increasing the Number of Consumers
• Increasing the Number of Clients
• Confirming the Strategy of the Company with Potential and Real Clients and Consumers
• Preventing Problems
• Selling in Other Countries
• Selling More in the Tourist Sector
• Improving the External Reputation
• Improving the Internal Reputation
• Anticipating Trends
• Creating Loyal Clients and Consumers
• Cutting Costs in the Medium Term
• Innovating in Products and Services
• Transforming Products into Services
• Focusing the Company on the Client or User
• Finding New Business Lines
• Consolidating the Ethical Principles of the Company
• Increasing the Company’s Prestige
• Which Companies are Most Likely to Benefit from the HUMBLES Method?
• Peter Kwan’s Story
• Chapter 2 User Identification
• Who are the Hidden Clients and Consumers?
• Aspects of Human Diversity
• Age
• Laterality
• Dimensional Diversity
• Functional Limitations
• Religious and Cultural Habits
• Family Structure
• Illnesses and Allergies
• Sexual Orientation
• Different Economic Resources
• Putting Yourself in Someone Else’s Place
• Who are Our Current Users and Clients, and Who Do We Want them to Be?
• Peter Kwan’s Story
• Chapter 3 Monitor Interaction
• Monitoring Usage, Wishes and Needs
• Observing Clients (and Users, When Possible)
• Internet Monitoring
• Mystery Client
• Expert Assessment
• Focus Groups
• Interviews
• Written or Phone-Based Questionnaires
• Monitoring Complaints
• Monitoring Reputation and Satisfaction
• Beware: Do Not Make your Clients Work for Free!
• Gathering Data
• Peter Kwan’s Story
• Chapter 4 Breakthrough Options
• The Potential Increase in Clients and Users, and Other Objectives of Design for All
• Reconciling Improvements with the General Strategy of the Company
• Gauging the Investment Effort Required
• Promoting a Sense of Opportunity
• The Capacity for Development and Implementation of Improvements
• The Capacity to Manage the Project
• The Seven Interdependent Success Factors
• Executive Support and Leadership
• Existence of an Executive Manager
• Co-Ordination and Co-Operation among all Those Involved
• Strategic Planning
• The Resources Required
• Knowledge Management
• Internal and External Marketing
• Peter Kwan’s Story
• Chapter 5 Lay Out Solutions
• Conduct a Thorough Study of Each of the Aspects to be Improved
• Avoid Reinventing the Wheel
• Identify the Scope for Innovation
• Study Feasible Solutions
• Consult Clients and Users about the Possible Solutions
• Ensure Flexibility in the Course of Action
• Draw Up an Exhaustive Briefing
• Design the Prototype
• Test the Prototype
• Test the Resulting Product or Service
• Peter Kwan’s Story
• Chapter 6 Efficient Communication
• Flexibility
• Do Not Stigmatize
• Sincerity and Honesty
• Simplicity
• Receptivity
• Permeability
• Peter Kwan’s Story
• Chapter 7 Success Evaluation
• Functionality
• Expressivity
• Credibility
• Peter Kwan’s Story
• Part II Experiences, Examples and Case Studies
• Chapter 8 Experiences
• Successful Examples of Universal Design in Japan
• Panasonic
• TOTo
• The Process of Integrating Accessibility into Services Offered by FGC
• Istituto Europeo di Design
• Oxo
• Chapter 9 Examples of User-focused Products and Services
• Frozen Food Home Delivery Service – Eismann
• Dry Cleaning and Laundry Home Delivery Service
• Monodose Packaging
• Pre-cooked Products
• Pasta Packaging
• The Marquina Oil and Vinegar Cruet
• The Milà Washbasin Mixer Tap
• Folding Funnel – Normann Copenhagen
• Ice Cream for Diabetic People
• Glucose Tests for Diabetic People
• Mobile Phone Banking System
• Retractable Mouse Cable
• The bebéDuE Medic Anti-colic Baby Feeding Bottle with Temperature Sensor
• Makeup Paintbrush
• The Ausonia Black Salva Slip
• Male Body Razors
• Configurable Mouse
• Nappies for Child Urinary Incontinence
• Spiritual Spaces in Airports
• Replacement Cars
• Car Sharing and Car Clubs
• TV Captions
• Location of People by Mobile Phone
• Nurseries in Shopping Malls
• Driver’s Seats with a Memory Function
• Electronic Door Locks
• Child Safety for Car Doors
• The Tokyo Underground Signalling System
• The Hitachi Lift
• Kerb Cut 120 – Barcelona
• Low-floor Trams
• Heated Pavements
• The New Istututo Europeo di Design (IED) Building
• Sunshade Roof Shelters in Singapore
• Chapter 10 Case Studies
• Altro and the TOTS Programme
• The Story of Altro Supergrif SL
• Generating New Altro Supergrif Projects
• The Tots Project – a Design for All Project
• Ongoing Innovation
• Axel All-inclusive Hotels
• Background
• Design at the Axel Hotel Barcelona
• Understanding Customers
• FGC – Railways for All
• The History of FGC
• Quality Culture
• IKEA and Design for All
• The Communication of Design within the Company
• Market Information
• Product Strategy
• Supplier Policy
• Product Design
• IKEA Designers
• Competition for IKEA
• The Future of IKEA
• IKEA in the World
• Corporate Social Responsibility
• People Strategy
• New compensation policy
• Training
• Being a Proactive Business Known for its Environmental Concern
• Products and materials
• Recycled materials
• Combating climate change
• Raw Materials
• Supplier Management
• Promoting Sustainability
• Sustainable people transportation
• Water
• IKEA GreenTech
• Being a Business Which is Involved with the Local Community
• “€1 is a Fortune!” – an international initiative
• A local initiative – IKEA Colabora
• Nespresso – Luxury for All
• The History of Nespresso
• The Nespresso Business Model
• First pillar – high-quality coffees
• Second pillar – the coffee machines
• Third pillar – the system
• Nespresso’s Competition
• Santa & Cole – Person, City and Planet
• History of Santa & Cole
• The Business Principles of Santa & Cole
• Structure, strategy and knowledge
• Editing policy
• The importance of design
• Knowledge management policy
• Santa & Cole and Design for All
• Sol Meliá – Hotels for All
• The Company
• Design Strategy
• The Role of the end Consumer
• Sol MeliÁ’s Efforts on Design for All
• Communication
• Federico Martínez-Carrasco emphasized:
• Relationship between Public and Private Entities
• Competition based on Design for All
• Human Capital and Design for All
• Applicability to All Sol Meliá Brands
• Areas with Room for Improvement
• Index