Case 023

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Inclusive design:

product examples

I have chosen several items from my home as the easiest way to approach the subject,

as all these things are familiar to me. Some have been intentionally designed as

inclusive products, most have not. All of them have some feature(s) or technology

or combination of both that makes them in one way or another inclusive or user-

aware. Most of them have disadvantages that could have been improved on the basis

of simple user trials or feedback or pre-production evaluation. All of them have some

design quality too, and I will try to discuss this and tease out some of the issues that

emerge when we try to think of design as it relates to pleasure in ownership and in

use, and also in terms of ergonomics and usability.

One of the things that does strike me is that in the majority of cases, there is

a link between inclusivity and the exploitation of technological and/or materialsadvances. On the one hand the designers have managed to overcome previous

causes of design exclusion taps that are hard to turn off and on, handles that

are slippery when wet, or hard to grip effectively, kettle cords that are hard to

plug in, and so by clever use of materials and new/improved technologies. On

the other hand, they have used similar means to include more people, not just

by making conventional tasks easier to perform, but by tackling ones that were

previously difficult for anyone, for example through better blade technology,

which makes peeling, grating and slicing effortless. I use my Good Grips potato

peeler to shave parmesan and produce long fine slices of cucumber for salads and

of courgette for soups and pasta dishes, while the Microplane grates ginger like

nothing else.The innovative use of technologies and materials also makes it possible to

rethink tasks, as is the case with the electric toothbrush, or to make them easier

and more convenient to perform, as is the case with electronic, self zeroing

scales, which can weigh things singly or by addition, and in different containers.

And it is this ability to exploit technological or material advantage to enhance

or extend a products performance that differentiates inclusive designs from

more conventional adaptive or assistive approaches, where the motivation is

to modify or adapt a standard product to better fit it to someones capabilities.

Inclusive designs offer advantages to all people, by including some previously or

potentially excluded users, and by offering enhanced functionality to more able

users.

Roger Coleman

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The products:1 Braun plak control ultra electric toothbrush;

2 Flip-top toothpaste tube;

3 Cascadelever taps;

4 Good Grips potato peeler, garlic crusher and graters;

5 Microplane graters fine and medium;

6 Salter Electronic kitchen scales;

7 Prestige 1.8Ltr. cordless kettle;

8 Smaller Kenwood kettle for comparison.

Two products are related to personal care: the toothbrush and toothpaste tube, andfive to cooking/food preparation, with the taps falling into both categories and

having additional applications (as do the kitchen scales, but more on that later).

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Inclusive design: product examples

Bathroom products

Braun plak control ultra electric toothbrushThis is/was the latest version of the Braun electric toothbrush (I think it has been

recently superseded). In terms of technology it features a high-speed (Im not sure

how many cycles a minute) reciprocating head, with a 2-minute timer built in. The

advantages of this are: the generation of micro-bubbles, which penetrate between the

teeth and to some extent below the gum, to achieve a high level of plaque removal;

and a signal (the toothbrush turns on an off several times in rapid succession) to

tell the user when the optimum cleaning time has elapsed. The key objective in

dental hygiene is to remove plaque deposits on the teeth, massage the gums and

clean as effectively between the teethe and below the gum surface as possible. Two

minutes brushing is considered the optimum to achieve this. However, if teeth are

over brushed, they can become unduly worn. The Braun toothbrush achieves a highdegree of cleanliness without damage to either teeth or gums, and the warning (the

brush stops and starts a few times before continuing) is sufficient to alert the user

when the two minutes is up, thus avoiding under or over brushing.

The body is completely sealed, and charging is via induction, which requires

no direct contact, thus ensuring safety and hygiene in operation. A small green

warning light indicates that charging is taking place. The charge lasts for 5 or

6 days, allowing for travel and use away from the base station. In the version I

have, there is storage for two brush heads in the base station, and these are colour

coded, thus allowing two people to use the same handle and charger. Heads are

easy to replace, and the bristles are impregnated with a colour that bleaches out

with use, thus warning the user when the head should be changed. One problemhere is that people tend to use toothbrushes for too long. The Braun system

effectively deals with this problem. The handle is composed of two materials,

one being a hard plastic, and the other a softer, rubber material that aids grip

and provides a flexible cover for the on and off switches. The rounded triangle

shape and fat handle makes the brush easy to grip and to use. It is not slippery

in wet hands, and is relatively easy to manipulate in the mouth. The electric

drive removes the need to move the arm rapidly, which could place a strain on

arthritic/ ageing joints, and the teeth can be effectively and easily cleaned without

raising the elbow, which can be a problem for people with arthritis. The on and

off switches are separated and visually and tactilely differentiated.

The styling is clean, fresh and simple, and this is reinforced by the choice ofcolours. The key elements here are the mix of good technology and a range of

userfriendly features. Essentially it is an effective tool that achieves what it sets out

to do. The level of user-feedback is high, and so generates confidence. It is easy to

use, easy to transport and the facility for two people to use the one brush makes

it more of a family product, and offers a cost saving. All of this is very clever

marketing because, like other products that have a replaceable element, Braun

makes good profits off the brushes. However, clean teeth mean less trauma at the

dentists and less costs. Compared with dentists bills the toothbrush is not at all

expensive and offers a high level of confidence.

Although it could be of considerable benefit to older people, and arthritis

sufferers, I do not think it was designed as an inclusive product. The big benefitcomes from the electric as opposed to manual technology, and although

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Roger Coleman

considerable consideration has been given to ergonomics, and the use of

appropriate materials to facilitate use, the benefits to less able users were probably

not an immediate consideration of the manufacturers or the designers. That said, Ithink the usability is high, and has been influenced by Ergonomi Design Gruppen

products, in the use of combined materials, good, but not obtrusive contrast,

logical function and gripability. But I do not think the design team went through

an Ergonomi-style process of working with extreme users. If that had happened I

think the product would have been better in subtle ways.

This is well exemplified by the packaging, which I found very difficult to get

into, and the same goes for the replacement brushes. This suggests that the overall

user experience has not been thought through. This is an excellent personal hygiene

product that does its job very well, but could have been better for some user

involvement in the design process.

Key features:

Fit for purpose does the job it sets out to do well; technological advance/ advantage

takes advantage of technology to achieve its purpose; appropriate materials

materials used to achieve (in this case) safety and grip; intuitive operation little

need to explain function or controls; left or right hand operation; tactile clues it can

be operated without looking at the controls; effective signalling vibration stops and

sound changes when optimum brushing time is up; easy location/placement the

body is easily guided onto the charging pin, and exact location is not required.

Flip-top toothpaste tubeA companion to the toothbrush, and now a normal product. A design that aids those

who find gripping and turning a screw top difficult and that offers advantages to all

users, hence its move into the mainstream.

Key features:

Ease of use minimum and simple operation; no single way to operate the tube

can be held in one hand and the top flipped with the same thumb, or with the other

hand or the teeth even; left or right handed operation.

Cascade lever tapsThese taps go along with the toothbrush and the toothpaste tube to make personal

hygiene easy and accessible. They exploit recent ceramic valve technology that is

replacing the traditional tap washer which has to be compressed by tightening the

tap down on a screw thread. The problem with the traditional system is that rubber

washers harden, and consequently people tend to overtighten taps, making them hard

to open. Also, if a complete seal is not achieved, water passing between the washer

and the seat of the tap gradually erodes a channel, making the problem worse, while

for people with arthritis, simply turning a tap, even if it is in perfect order, can be

difficult or impossible.

The ceramic valve is made to a high tolerance fit, and operates within a

quarter turn (90), with very little effort required. It thus obviates most of theproblems associated with conventional taps, in particular the forceful turning

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motion of the wrist required to open and close the tap, and associated gripping.

The addition of levers offers multiple modes of operation with fingers, hands,

elbows, etc. rather than greater torque, which is not necessary, but was onereason for the use of levers with conventional tap valves. With the addition of a

mixer arm it becomes very convenient indeed, as water placement can be further

controlled with ease.

Swan neck spouts and lever taps have been around for some time, in labs,

workshops and hospitals where hygiene is an issue or people may have slippery

hands, etc., but the ceramic valve has brought these features into the domestic

environment. In our house we have them on most sinks, in the kitchen, bathroom

and studio, and find their ease of use a great boon. We have had them fitted

throughout my fathers house and his friends have also taken up the idea.

This is a further example of technological advantage being well employed, and

combined with user-friendly features which have crossed over from a work to adomestic product, moving from margins or niche applications to the mainstream.

Key features:

Ease of use; low effort; multiple mode of use; technological advantage; left and right

hand usage.

Kitchen products

Good GripsThis is the classic inclusive design, and a great story attaches to it. Sam Farbersoriginal company was a wholesaler and manufacturer of kitchen goods, and a very

successful one, which he sold for a substantial sum and took early retirement. Both

he and his wife enjoyed cooking, but she suffered from arthritis which made some

things difficult for her. Sam realised that the problem was not his wifes arthritis, but

the design of kitchen tools, and he very astutely recognised a business opportunity.

The clever thing he did was take this insight to Smart Design, a top New York

consultancy, which he asked to develop a range of good looking arthritis-friendly

kitchen products. The initial result was the Good Grips potato peeler, which combines

a chunky Santoprene handle with a super-sharp blade. Not only did the design

team go through a large number of test and prototype handles to arrive at the final

product, they also realised quite early on, that the better the cutting edge, the easierthis sort of tool is to use. This prompted a search for an appropriate manufacturer,

which identified a Japanese company with roots in samurai sword making.

The product was a great and instant success and prompted continuous

evolution of the range, which now extends into bathroom and gardening

equipment. The company Sam set up to market the product, OXO, has now been

sold and he is on to his next project, a museum of outsider art in New York. I

have several items from the range, and use most of them regularly, including the

garlic press, which with its wide handle is comfortable to use and can apply a lot

of pressure. The neat thing is the way you clean out those tricky little holes in one

easy folding motion. This, the kitchen scissors, and many other items are easy to

use with either hand. Unfortunately the aluminium items like the garlic crusherand the ice-cream scoop discolour badly in the dishwasher, but as they do not


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need much more than a rinse this is only a disadvantage the first (and last) time

you do it. And it is debatable how much the fins actually add to usability.

Key features:

Ease of use; low effort; very comfortable grip; superbly sharp; left and right hand

usage; innovative features; multiple uses.

Microplane graters fine and mediumIn many ways this is an extension of the Good Grips philosophy, and could almost

be part of the range if equipped with the trademark finned handle. I have included

the grater in two grades because I love it, it does the job really well, and lets you do

things with ease that used to be a pain grating ginger for all those oriental dips and

sauces that make fusion cooking such fun.But I have also included it because it demonstrates just how influential Good

Grips have been. If you look in any kitchen catalogue you will find copy-cat

products, lots of fat handles and so on, which show how Good Grips really

did break a mould. However, what the Microplane does is exploit a similar

technological advantage to create a much better product. Combining very thin

blade with a clear plastic framing that gives it rigidity and makes it safe is very

effective, and it is actually not that easy to shred your fingers on this, whereas

traditional punched steel graters are far more likely to cause injury, while being

nowhere near so sharp and effective. Combining the blade innovation with a

comfortable handle completes a good design.

The indent on the handle offers a natural purchase, and the product canbe used with either hand. It also sits easily on a bowl which can then act as a

support while grating. I use the fine for ginger, nutmeg and things like that, the

medium for parmesan and other hard cheeses. It will also shred carrots etc for

decoration, although I do any serious shredding in a food processor. I do not

own a coarse one yet, but what I do notice is that my Good Grips graters (see

below), which are very good in themselves, do not get nearly as much use as

they did before I bought these. Key features: safety; ease of use; low effort; very

comfortable grip; superbly sharp; left and right hand usage; innovative features;

multiple uses; easy to clean.

Roger Coleman

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Salter Electronic kitchen scales

These digital scales have taken over from the clunky old-fashioned pan and weights

that we used to prefer to the ones with a dial, but since they arrived their versatilityhas kept them in constant use, and the old ones are relegated to a cupboard and will

eventually go to the local auction probably while these get used for all sorts of

weighing jobs, and spend a lot of time in Sallys studio. The main limit on them for

things other than cooking is that they weigh in 5gm steps. The weight steps are an

advantage in cooking as you are not drawn into micro adjustment of quantities, and

recipes rarely go below 5gm steps.

Why do I like them, well, for a start, they are just so easy to use. One press

turns them on, another zeros the readout and another switches from metric to

imperial essential if like me you have cook books in both weight systems. The

zeroing function means that you do not have to use the bowl that comes with

them, and it also means you can weigh in steps, so if a recipe gives a list of thingsto be added together they do not have to be weighed out separately, you simply

zero between each item and keep going.

The advantages of digital technology are well exploited, both in operation,

and in the saving on mental effort, The display is quite large and so easy to read,

but there is no backlighting to the screen, which is a bit low on contrast, as are

the push buttons, although they are easy to find.

Key features:

Ease of use; simple to understand; little effort required; light and portable/storable;

flexible in use; accuracy appropriate for cooking purposes.

Prestige 1.8Ltr. cordless kettleThis kettle has some good features and some less good ones. I bought it as an

alternative to the now ubiquitous plastic jug-type electric kettle and the more

conventional electric shaped kettle with the handle on top. One reason was that

plastic would look out of place in our kitchen, another is that the jug format makes

for somewhat easier pouring. The kettle holds the best part of 2 litres of water,

which is very convenient for cooking, if you want to bring things quickly to the

boil. When empty the stainless steel body is very light, though not quite as light as

some allplastic kettles, although it is easy to fill it with more water than is needed,

which can make it heavy to carry. It has a scale filter, which is an advantage given thehardness of the water here.


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The lid has a good big graspable area, which makes it easy to remove and

replace important since it is much easier to fill with the lid off, and can be used

with either hand. The problem with filling is that because the lid is chunky andgrippable the kettle has to be tipped backwards if it is to be filled with the lid on,

and this is not an easy position to hold it in, especially as it gets heavier.

As the colour scheme is black grey and stainless steel there is not much

contrast on the controls, not a problem with the on/off control as the switch is

large, the placing is intuitive and there is good feedback from it. However, the

scale is not at all easy to read, only starts at half a litre, and is placed in such a

way as to be completely obscured when filling the kettle. I never use it, instead I

judge how full the kettle is from the weight

A good feature is the circular base, which has a an upstand around it that

makes locating the kettle quite easy. You simply push the body against the upstand

at a natural angle, and then lower the handle until it engages with the contactboss and settles down into place. The base has rubber feet, so it stays put while

the kettle is placed on it, and does so even if the kettle is full and heavy (c.2kg).

This feature clearly obviates plugging the kettle in and out, and ensures that the

electrics are kept away from the sink a safety issue with corded kettles.

Key features:

Cordless operation with easy location of kettle on base; lightweight; locking lid easy

to get on and off; well balanced when full and empty; large on/off switch with

positive action; light to confirm operation; scale filter. In terms of inclusivity, falls

down on contrast and visibility of scale; filling is not possible with the lid in place;

it would be better if the switch lit up when the kettle was on, saving a separateindicator, but that was clearly not part of the aesthetics. I also notice that with our

hard water, (although we have a softener fitted we use unsoftened water for drinking

and cooking, as recommended) any splashing quickly marks the stainless steel body,

which means it has to be cleaned quite frequently.

and for comparison a cordless Kenwood kettleThis is the kettle we have in our office. It is very light indeed, and holds less

water than the Prestige kettle, which also keeps the weight down. The balance is

good, and the scale is clear, although it is marked in cups, rather than any more

specific units. It has the obvious advantages of a cordless kettle, although the

location of the kettle on the base is less intuitive than with the Prestige kettle.

The base is also lighter and more prone to slipping than the Prestige base, and

although there are guide slots in the base for the cable, it can come free and solift the base at an angle.

Roger Coleman

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The kettle can be filled without lifting the lid, which is good, because the

thumb lever for the lid is fiddly, not easy to operate, and could well be painful

for someone with arthritis. The on/off switch lights up, keeping control andindicator together, although it is not as accessible as in the Prestige model. The

aesthetics are clean and simple. What is clear is that there are lessons to be

learned from both models, and that a combination of the better points would

make them both very user-friendly, but within quite different visual approaches.

Inclusivity does not mean one size fits all, on the contrary, done well it should

increase choice by offering high levels of usability in a variety of styles and

aesthetics.


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Case 023