Abstract:

Universal design can be defined as design of products and services so that they can be used by the largest number of people--including people with disabilities -- right out of the box. Its principal claim is that for market reasons alone, companies should be sure that they include the needs of customers with disabilities, aging customers, customers who use different languages, etc., from the very beginning of their product development process. By using universal design, companies can maximize their potential market. As important as product development is to the business process, it is only one stage in a products life cycle and one element in its success. Product design lies within a constellation of activities such as market analysis, marketing, advertising and customer support. There are implications for all of these in universal design. The most accessible product will not serve its intended customers if they have never heard of it, do not understand what it can do for them, cannot read its manuals and cannot communicate with a customer representative. This paper will review some of these business process issues in detail. It will describe what a number of companies in the information industry are doing now in these arenas. It will end with suggestions as to what work needs to be accomplished so that universal design can permeate more business practices in more companies.