Services de transport – Communications destinées aux clients de services de transport collectif –
Une approche de conception universelle

Dienstleistungen im Transportwesen – Kundenkommunikation für Dienstleistungen
im Personenverkehr – Ein Universal Design-Ansatz

Obsah

Contents

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Evropská předmluva.................................................................................................................................................................................... 7

Úvod ............................................................................................................................................................................................................... 8

1......... Předmět normy................................................................................................................................................................................ 9

2......... Citované dokumenty....................................................................................................................................................................... 9

3......... Termíny a definice........................................................................................................................................................................... 9

4......... Uplatňování konceptu Univerzální design................................................................................................................................ 11

4.1...... Obecně............................................................................................................................................................................................ 11

4.2...... Porozumění konceptu Univerzální design............................................................................................................................... 12

4.3...... Realizace závazku organizace ke konceptu Univerzální design......................................................................................... 12

4.4...... Použití principů a směrnic konceptu
Univerzální design........................................................................................................................................................................ 13

5......... Charakteristiky, schopnosti a preference
uživatelů.......................................................................................................................................................................................... 13

6......... Požadavky na komunikaci podle konceptu Univerzální design........................................................................................... 14

6.1...... Obecně............................................................................................................................................................................................ 14

6.2...... Písemná komunikace................................................................................................................................................................... 16

6.3...... Verbální komunikace.................................................................................................................................................................... 16

6.4...... Digitální komunikace.................................................................................................................................................................... 16

6.4.1... Obecně............................................................................................................................................................................................ 16

6.4.2... Webová komunikace.................................................................................................................................................................... 17

6.4.3... Jiné než webové elektronické dokumenty............................................................................................................................... 17

6.4.4... Komunikace prostřednictvím zasílání textových a okamžitých zpráv................................................................................. 17

6.4.5... Telefonické systémy..................................................................................................................................................................... 17

7......... Hodnocení aplikace konceptu Univerzální
design.............................................................................................................................................................................................. 18

7.1...... Obecně............................................................................................................................................................................................ 18

7.2...... Monitorování a měření................................................................................................................................................................. 18

7.3...... Analýza a hodnocení.................................................................................................................................................................... 19

Příloha A (informativní) Obchodní aspekty konceptu Univerzální design...................................................................................... 20

A.1...... Demografický případ.................................................................................................................................................................... 20

A.2...... Právní případ.................................................................................................................................................................................. 20

A.3...... Obchodní případ............................................................................................................................................................................ 21

Příloha B (informativní) 7 principů a 29 směrnic
konceptu Univerzální design....................................................................................................................................................... 22

B.1..... Princip 1: Nestranné používání................................................................................................................................................... 22

B.2..... Princip 2: Flexibilita při používání............................................................................................................................................... 22

B.3..... Princip 3: Jednoduché a intuitivní používání............................................................................................................................ 22

B.4..... Princip 4: Vnímatelné informace................................................................................................................................................ 23

B.5..... Princip 5: Tolerance chyby.......................................................................................................................................................... 23

European foreword.............................................................................................................................................................................. 7

Introduction............................................................................................................................................................................................ 8

1......... Scope......................................................................................................................................................................................... 9

2......... Normative references............................................................................................................................................................. 9

3......... Terms and definitions............................................................................................................................................................. 9

4......... Applying a Universal Design approach............................................................................................................................. 11

4.1...... General.................................................................................................................................................................................... 11

4.2...... Understanding Universal Design....................................................................................................................................... 12

4.3...... Realizing an organisational commitment to a Universal Design approach............................................................... 12

4.4...... Using the Universal Design Principle and Guidelines................................................................................................... 13

5......... User characteristics, capabilities
and preferences..................................................................................................................................................................... 13

6......... Requirements for communication following a Universal Design approach.............................................................. 14

6.1...... General.................................................................................................................................................................................... 14

6.2...... Written Communication........................................................................................................................................................ 16

6.3...... Verbal communication......................................................................................................................................................... 16

6.4...... Digital communication.......................................................................................................................................................... 16

6.4.1... General.................................................................................................................................................................................... 16

6.4.2... Web-based communication................................................................................................................................................ 17

6.4.3... Non-web electronic documents.......................................................................................................................................... 17

6.4.4... Text and Instant Messaging communications.................................................................................................................. 17

6.4.5... Telephone-based systems.................................................................................................................................................. 17

7......... Evaluation of the application of a Universal
Design approach................................................................................................................................................................... 18

7.1...... General.................................................................................................................................................................................... 18

7.2...... Monitoring and measuring................................................................................................................................................... 18

7.3...... Analysis and evaluation....................................................................................................................................................... 19

Annex A (informative) Business aspects of Universal Design.................................................................................................. 20

A.1...... The demographic case......................................................................................................................................................... 20

A.2...... The legal case........................................................................................................................................................................ 20

A.3...... The business case................................................................................................................................................................. 21

Annex B (informative) The 7 Principles
and 29 Guidelines of Universal Design............................................................................................................................ 22

B.1..... Principle 1: Equitable Use.................................................................................................................................................... 22

B.2..... Principle 2: Flexibility in Use................................................................................................................................................ 22

B.3..... Principle 3: Simple and Intuitive Use................................................................................................................................. 22

B.4..... Principle 4: Perceptible Information................................................................................................................................... 23

B.5..... Principle 5: Tolerance for Error........................................................................................................................................... 23

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B.6..... Princip 6: Nízká fyzická náročnost............................................................................................................................................. 23

B.7..... Princip 7: Velikost a prostor pro přístup a používání............................................................................................................... 24

Příloha C (informativní) Charakteristiky, schopnosti a preference uživatelů................................................................................. 25

C.1..... Obecně............................................................................................................................................................................................ 25

C.2..... Zdroje o charakteristikách a schopnostech uživatelů............................................................................................................. 25

C.3..... Odborné znalosti........................................................................................................................................................................... 26

C.4..... Přímé zapojení uživatelů............................................................................................................................................................. 27

Příloha D (informativní) Tabulky pro používání
principů a směrnic konceptu Univerzální
design při designu komunikace v oblasti
služeb osobní dopravy................................................................................................................................................................. 30

Příloha E (informativní) Tabulky mapující principy a směrnice konceptu Univerzální design podle návodu pro navrhování v přílohách F, G a H....................................................................................................................................................................... 34

E.1...... Obecně............................................................................................................................................................................................ 34

E.2...... Účel a struktura tabulek................................................................................................................................................................ 34

E.3...... Obsah tabulek................................................................................................................................................................................ 35

E.4...... Řazení tabulek............................................................................................................................................................................... 35

Příloha F (informativní) Písemná komunikace.................................................................................................................................... 58

F.1...... Obecně............................................................................................................................................................................................ 58

F.2...... Obsah písemné komunikace...................................................................................................................................................... 58

F.2.1... Text................................................................................................................................................................................................... 58

F.2.2... Data, čísla a procenta................................................................................................................................................................... 58

F.2.3... Grafika............................................................................................................................................................................................. 58

F.3...... Design, rozvržení a formátování................................................................................................................................................ 59

F.4...... Papír a vazba................................................................................................................................................................................. 59

F.5...... Design formuláře.......................................................................................................................................................................... 59

F.6...... Návod k informačnímu sdělení.................................................................................................................................................. 60

F.6.1... Obsah.............................................................................................................................................................................................. 60

F.6.2... Design............................................................................................................................................................................................. 60

F.6.3... Taktilní značení.............................................................................................................................................................................. 61

F.6.4... Umístění.......................................................................................................................................................................................... 61

F.6.5... Barvy, vyobrazení, grafy a vizuální prvky.................................................................................................................................. 61

Příloha G (informativní) Verbální komunikace..................................................................................................................................... 62

G.1..... Obecně............................................................................................................................................................................................ 62

G.2..... Osobní rozhovor............................................................................................................................................................................ 62

G.3..... Zvuková hlášení............................................................................................................................................................................. 63

Příloha H (informativní) Digitální komunikace..................................................................................................................................... 64

H.1..... Obecně............................................................................................................................................................................................ 64

H.2..... Webové stránky............................................................................................................................................................................. 64

H.2.1.. Obecně............................................................................................................................................................................................ 64

H.2.2.. Psaní pro web................................................................................................................................................................................ 64

B.6..... Principle 6: Low Physical Effort.......................................................................................................................................... 23

B.7..... Principle 7: Size and Space for Approach
and Use................................................................................................................................................................................... 24

Annex C (informative) User characteristics,
capabilities and preferences............................................................................................................................................... 25

C.1..... General.................................................................................................................................................................................... 25

C.2..... Resources about user characteristics
and capabilities...................................................................................................................................................................... 25

C.3..... Expert Knowledge................................................................................................................................................................. 26

C.4..... Direct engagement with users............................................................................................................................................ 27

Annex D (informative) Tables for using the Universal
Design Principles and Guidelines in passenger transport services communication design.................................. 30

Annex E (informative) Tables mapping the Universal Design Principles and Guidelines to the design guidance in Annexes F, G and H.............................................................................................................................................................. 34

E.1...... General.................................................................................................................................................................................... 34

E.2...... Purpose and structure of the tables................................................................................................................................... 34

E.3...... Content of the Tables............................................................................................................................................................ 35

E.4...... Order of the Tables................................................................................................................................................................ 35

Annex F (informative) Written communication............................................................................................................................. 58

F.1...... General.................................................................................................................................................................................... 58

F.2...... Written communication content.......................................................................................................................................... 58

F.2.1... Text........................................................................................................................................................................................... 58

F.2.2... Dates, numbers and percentages...................................................................................................................................... 58

F.2.3... Graphics.................................................................................................................................................................................. 58

F.3...... Design, layout and formatting............................................................................................................................................. 59

F.4...... Paper and binding................................................................................................................................................................. 59

F.5...... Form Design........................................................................................................................................................................... 59

F.6...... Signage Guidance................................................................................................................................................................. 60

F.6.1... Content.................................................................................................................................................................................... 60

F.6.2... Design...................................................................................................................................................................................... 60

F.6.3... Tactile markings..................................................................................................................................................................... 61

F.6.4... Positioning.............................................................................................................................................................................. 61

F.6.5... Colours, images, graphs and visuals................................................................................................................................ 61

Annex G (informative) Verbal communication............................................................................................................................. 62

G.1..... General.................................................................................................................................................................................... 62

G.2..... Personal conversation.......................................................................................................................................................... 62

G.3..... Auditory announcements..................................................................................................................................................... 63

Annex H (informative) Digital communication............................................................................................................................. 64

H.1..... General.................................................................................................................................................................................... 64

H.2..... Websites.................................................................................................................................................................................. 64

H.2.1.. General.................................................................................................................................................................................... 64

H.2.2.. Writing for the web................................................................................................................................................................. 64

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H.2.3.. Design............................................................................................................................................................................................. 65

H.2.4.. Odkazy............................................................................................................................................................................................. 65

H.2.5.. Struktura.......................................................................................................................................................................................... 65

H.2.6.. Navigace na webových stránkách............................................................................................................................................. 65

H.2.7.. Online formuláře........................................................................................................................................................................... 65

H.2.8.. Zprávy s časovým limitem........................................................................................................................................................... 66

H.2.9.. Vyhledávání.................................................................................................................................................................................... 66

H.2.10 Vyobrazení a multimédia............................................................................................................................................................. 66

H.3..... Mobilní webový obsah a webové aplikace............................................................................................................................... 67

H.4..... E-maily a informační bulletiny.................................................................................................................................................... 67

H.5..... Elektronické dokumenty............................................................................................................................................................... 67

H.6..... Telefonické systémy..................................................................................................................................................................... 68

H.7..... Komunikace prostřednictvím zasílání textových a okamžitých zpráv................................................................................. 68

H.8..... Návod pro sociální média............................................................................................................................................................ 69

Bibliografie.................................................................................................................................................................................................. 70

H.2.3.. Design...................................................................................................................................................................................... 65

H.2.4.. Links......................................................................................................................................................................................... 65

H.2.5.. Structure.................................................................................................................................................................................. 65

H.2.6.. Website navigation................................................................................................................................................................ 65

H.2.7.. Online forms........................................................................................................................................................................... 65

H.2.8.. Time-out messages.............................................................................................................................................................. 66

H.2.9.. Search...................................................................................................................................................................................... 66

H.2.10 Images and multimedia....................................................................................................................................................... 66

H.3..... Mobile web content and apps............................................................................................................................................. 67

H.4..... Emails and newsletters........................................................................................................................................................ 67

H.5..... Eectronic documents............................................................................................................................................................ 67

H.6..... Telephone Based Systems.................................................................................................................................................. 68

H.7..... Text and Instant Messaging Communication................................................................................................................... 68

H.8..... Social Media Guidance........................................................................................................................................................ 69

Evropská předmluva

European foreword

Tento dokument (EN 17478:2021) vypracovala tech-
nická komise CEN/TC 320 Doprava – Logistika a služby, jejíž sekretariát zajišťuje NEN.

This document (EN 17478:2021) has been prepared by Technical Committee CEN/TC 320 “Transport –
Logistics and services”, the secretariat of which is held by NEN.

Této evropské normě je nutno nejpozději do června 2022 udělit status národní normy, a to buď vydáním identického textu, nebo schválením k přímému použí-
vání, a národní normy, které jsou s ní v rozporu, je nutno zrušit nejpozději do června 2022.

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 June 2022, and conflicting national standards shall be withdrawn at the latest by June 2022.

Upozorňuje se na možnost, že některé prvky tohoto dokumentu mohou být předmětem patentových práv. CEN nelze činit odpovědným za identifikaci jakéhokoliv nebo všech patentových práv.

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.

Jakákoliv zpětná vazba a otázky týkající se tohoto
dokumentu mají být adresovány národnímu normali-
začnímu orgánu uživatele. Úplný seznam těchto
orgánů lze nalézt na webových stránkách CEN.

Any feedback and questions on this document should be directed to the users’ national standards body. A complete listing of these bodies can be found on the CEN website.

Podle vnitřních předpisů CEN-CENELEC jsou tuto evropskou normu povinny zavést národní normalizační organizace následujících zemí: Belgie, Bulharska, České republiky, Dánska, Estonska, Finska, Francie, Chorvatska, Irska, Islandu, Itálie, Kypru, Litvy, Lotyšska, Lucemburska, Maďarska, Malty, Německa, Nizozemska, Norska, Polska, Portugalska, Rakouska, Republiky Severní Makedonie, Rumunska, Řecka, Slovenska, Slovinska, Spojeného království, Srbska, Španělska, Švédska, Švýcarska a Turecka.

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, France, Germany, Greece, Hungary, Iceland, Ireland, Italy,
Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.

Úvod

Introduction

Doprava má pro naše hospodářství a společnost zá-
sadní význam. Mobilita má zásadní význam pro vnitřní trh a pro kvalitu života občanů, kteří mohou svobodně cestovat. Jedním z rozhodujících faktorů úspěchu
mobility je možnost přístupu k informacím týkajícím se cestování, jejich pochopení a využití. To závisí na
dostupnosti přístupných a použitelných, přiměřených a interoperabilních multimodálních informací o cesto-
vání pro plánování a uskutečnění cesty.

Transport is fundamental to our economy and society. Mobility is vital for the internal market and for the quality of life of citizens as they enjoy their freedom to travel. One of the critical success factors for mobility is the possibility that information relating to travel can be
accessed, understood and used. This relies on the availability of accessible and usable, adequate and
interoperable multi-modal trip information for planning and making a journey.

Neefektivní uživatelská komunikace vede v mnoha
situacích k tomu, že řada uživatelů není schopna ces-
tovat samostatně. Poskytování snadno přístupných, srozumitelných a použitelných služeb je přínosem pro širokou škálu uživatelů, včetně mladých osob, osob se zdravotním postižením, starších osob a osob, které z různých důvodů nečtou (například z důvodu nezna-
losti používaného jazyka, mentálního postižení nebo negramotnosti) a jsou významnou součástí uživatelů prostředků veřejné dopravy. Důvodem pro koncept Univerzální design je, že uživatelská komunikace je přístupnější a použitelnější pro co nejširší okruh uživatelů, aniž by bylo nutné další přizpůsobení nebo specializo-
vaný design. V případě potřeby má být možné použít asistivní zařízení.

Ineffective user communications in many situations
result in a number of users unable to travel inde-
pendently. Providing services that can be easily
accessed, understood and used benefits a wide range of users including young persons, persons with disabi-
lities, older persons and persons who cannot read for various reasons (for example, due to not being a user of the language used, intellectual disability, or illiteracy) who are an important part of the users of the public transportation means. The rationale for Universal
Design is that user communications are more accessible and usable by the widest range of users, without the need for additional adaptation or specialized design. It should be possible to use assistive devices when needed.

Zadávání zakázek a zejména zadávání veřejných za-
kázek může hrát klíčovou roli při zajišťování udržitelné a inkluzivní společnosti. Požaduje se, aby v procesu zadávání veřejných zakázek byla zohledněna kritéria přístupnosti pro osoby se zdravotním postižením nebo design pro všechny uživatele v odvětví dopravy¹. Uplatňování konceptu Univerzální design může podpořit plnění těchto požadavků, rozšířit okruh uživatelů a podpořit inovace a udržitelný rozvoj.

Procurement and in particular public procurement can play a key role in ensuring a sustainable and inclusive society. It is a requirement in the public procurement process to take into account accessibility criteria for persons with disabilities or design for all users in the transport sector[1]. Applying a Universal Design approach can support meeting these requirements and extend the range of users and support innovation and sustainable development.

V tomto dokumentu se používá termín „uživatel“. „Uži-
vatelem“ se v kontextu tohoto dokumentu rozumí osoba, která interaguje s komunikací poskytovanou poskytovateli dopravních služeb. Zahrnuje to osobu, která využívá dopravní službu (cestující nebo zákazník), osobu, která potenciálně využije dopravní službu, osobu jednající jménem jiné osoby, která (potenciálně) využije dopravní službu, a osobu, která je v interakci s komunikací v oblasti dopravy z jiných důvodů (např. zjišťování, kdy osoba, která využívá dopravní službu, přijede do stanice). Proto je termín „uživatel“ širší než termín „zákazník“ – může to být kdokoli z veřejnosti.

The term ‘user’ is used throughout this document. A ‘user’, in the context of this document, is a person who interacts with communications provided by transport services providers. It includes; a person who avails of a transport service (a passenger or a customer); a person who will potentially avail of a transport service; a person acting on behalf of another person who will (potentially) avail of a transport service; and a person interacting with transport communications for other reasons (such as to determine when a person who is availing of a transport service arrives at a station). Therefore the term ‘user’ is broader than the term ‘customer’ – it could be any member of the public.

„Uživatelská komunikace“ nezahrnuje komunikaci v rámci organizace poskytovatele dopravních služeb, ani
komunikaci mezi poskytovateli dopravních služeb a dodavateli nebo státními orgány.

‘User communications’ does not include communications within a transport services provider’s organization, nor communications between transport services providers and contractors or state agencies.

Komunikace v kontextu tohoto dokumentu zahrnuje jednosměrnou komunikaci – (poskytování) informací.

Communication, in the context of this document, includes one-way communication – (the provision of) information.

1 Předmět normy

1 Scope

Tento dokument specifikuje požadavky a doporučení pro plánování, návrh, vývoj a zajišťování uživatelské komunikace týkající se osobní dopravy tak, aby byla tato komunikace přístupná, srozumitelná a použitelná pro co nejširší okruh uživatelů, včetně osob se zdra-
votním postižením a starších osob.

This document specifies requirements and recommen-
dations for the planning, design, development and
provision of user communications related to passenger transport so that these communications can be accessed, understood and used by the widest range of users,
including persons with disabilities and older persons.

Tyto požadavky a doporučení umožňují organizaci roz-
šířit okruh svých uživatelů identifikováním různých charakteristik, schopností a preferencí.

These requirements and recommendations enable an organization to extend its range of users by identifying diverse characteristics, capabilities, and preferences.

Požadavky specifikované v této normě se mimo jiné vztahují na poskytovatele služeb v osobní dopravě, včetně služeb v letecké, autobusové, železniční a vodní osobní dopravě.

The requirements specified in this standard are applicable to but not limited to passenger transport service providers including air-, bus, rail-, and waterborne passenger transport services.