From barrier-free to delightful
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What does it take to get from barrier-free to delightful experiences? Meeting basic accessibility requirements is a critical first step. But let’s dream bigger. Let’s aim for accessible UX – great user experience for everyone. Creating innovations that include a more diverse range of interaction styles, and designs that are both inclusive and delightful starts by bringing together the whole team — from content to code. It means thinking about people, not just technology. It means finding allies and partners, new ways of working, making our tools really usable, and helping everyone manage change. Updated May 2017 Versions presented at PhillyCHI, AccessU, IA Summit, Accessing Higher Ground
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From barrier-free to delightful
- 1. What does it take to get from... Barrier-Free to Delightful Experiences Whitney Quesenbery Center for Civic Design @whitneyq | @civicdesign | @webforeveryone AccessU 2017
- 2. We create the future. Disability can produce a radical new direction in mainstream design -Graham Pullen
- 3. Disability The outcome of the interaction between a person and barriers. International Classification of Functioning (ICF)
- 4. Usability The effectiveness, efficiency and satisfaction with which the intended users can use a product to meet their goals ISO 9241-11 Accessibility The usability of a product, service, environment or facility by people with the widest range of capabilities. ISO 9241-20 User Experience A person's perceptions and responses that result from the use or anticipated use of a product, system or service. ISO 9241-210
- 5. Universal usability: creates delight
- 6. Designing for delight begins with a balance of small pleasures and consideration. Dana Chisnell in thedelightfulexperience.com/
- 7. What we expect Low expectations High expectations Whatweget BadexperienceGoodexperience Low expectations Bad experience Expectations met High expectations Bad experience Uh-Oh High expectations Good experience Expectations met Low expectations Good experience Pleasant surprise
- 8. What signs suggest that you are about to have a good experience? Or at least Not. A. Bad. One.
- 9. When we think about standards, we rarely think abouut delight
- 10. When we think about standards, we rarely think abouut delight This is not delightful
- 11. Tweet exchange: Alistair Duggin Testing Web content for acessibility with WAVE, Checklists, keyboard, content scaling & screen readers @webaim webaim.org.resources 17 oct 2016 Caroline Jarrett: All good stuff for mechanical accessibility, but I couldn’t see anything for ”does the content make sense”
- 12. Accommodation Accessibility Universal design
- 13. People want feel as if they are being paid attention to and that their needs were anticipated. Dana Chisnell in thedelightfulexperience.com/
- 14. What happens if we think about accessibility as user experience? Not rules, but thoughtful design Not disability, but experience Not tech, but people
- 15. Principles for Accessible UX 1. People first: designing for differences 2. Clear purpose: well designed goals 3. Solid structure: built to standards 4. Easy interaction: everything works 5. Helpful wayfinding: guides users 6. Clean presentation: supports meaning 7. Plain language: creates conversation 8. Accessible media: supports all senses 9. Universal usability: creates delight
- 16. Clear purpose
- 17. Clear purpose
- 18. Solid structure
- 19. Solid structure
- 20. Easy interaction
- 21. Easy interaction
- 22. Easy interaction
- 24. Leap and land on the same words* * Caroline Jarrett
- 30. Plain language
- 31. Plain language 43% of adults in the US read at basic or below basic levels
- 34. Accessible media
- 35. Accessible media
- 36. What does it take... ...to make accessible UX
- 37. It takes.... ... making it all work together to be simpler OpenIDEO original and redesigned
- 38. It takes.... ... getting out and meeting people Photos: Center for Civic Design / Oxide Design
- 39. Carol Jacob Lea Emily Steven Maria Trevor Vishnu Meeting all kinds of people
- 40. It takes.... ... engaging all types of expertise Photos: ITIF AVTI/CATEA
- 41. It takes... ...a team (working together) To make something as simple as a heading... • A UX researcher identifies user needs. • An information architect suggests keywords. • A content strategist plans the tone. • A content author writes the text. • A web producer tags it as a heading. • A visual designer decides on its appearance. • A web specialist creates the style. • And the tech team makes sure the servers are running.
- 42. It takes... ...focusing on the impact on people Type of problem What it means Slammed doors (critical) Barriers that stop someone from using an app or feature successfully – or at all Frustrating (serious) Problems that slow someone down, or force them into work-arounds Annoying (moderate) Things that make the experience less pleasant (maybe even enough to leave) Noisy (minor) Minor issues that damage credibility but are unlikely to cause problems
- 43. It takes…. …changing your habits Photo: mtstcil.org
- 44. Usability and accessibility Twins separated at birth
- 45. Accessible UX means designing for diversity
- 46. Whitney Quesenbery whitneyq@wqusability.com wqusability.com @whitneyq A Web for Everyone rosenfeldmedia.com/books/a-web-for-everyone @awebforeveryone Center for Civic Design whitneyq@civicdesign civicdesign.org @civicdesgin
- 47. Bonus slides Including people with disabilities in user research and usability testing
- 48. Recruit "people" not "disabilities" Aptitude motivation, emotion, risk tolerance, persistence, optimism, tolerance for frustration Attitude current knowledge, ability to make inferences or innovate solutions, expertise, habits Ability needs and preferences for interaction and display, digital and reading literacy http://www.slideshare.net/danachisnell/character-creator
- 49. Expand your recruiting reach Be explicit about being inclusive Use snowball methods Go where the people are
- 50. Aim for a rich view Take time to ask how they work now Get them to show you the sites they use (or even find delightful). Explore what features are valuable, what barriers tolerable (or not) Go back over interactions to see why and how they worked well (or not-so-well).
- 51. Be open to different ways of using the web Are your research sessions flexible enough to adapt to a range of interaction styles? Are you open to variations in how they complete tasks? Are you flexible about the length of time for each session? Can you adapt the session to react to unexpected barriers?
- 52. Be prepared. Don't panic. Sharing a web address or task instructions Set up bookmarks Have easy-to-type page with links Send a text message Getting past accessibility barriers Decide in advance how (and when) you will assist with problems. Be prepared by knowing the site well. Know when you will abandon a task or ask them to persist.
Notes de l'éditeur
- Social view of disability – shift from the medical/rehabilitiation view. It’s the environment that is disabling.
- ISO brought usability and accessibility together with an overlapping definition
- Do you have a favorite seat on an airplane? I do. It’s seat 21A or 21C on almost any United flight. So I always want to pick my seat.
- Let’s go back to that story about airline seats. These days, being able to pick a seat isn’t such a big deal… When a friend called – just a little surprised. Until I remember that she uses the web through a screen reader.
- Bad expectations met – the black hole we are in High expectations met – the goal – what we hope not to notice High expectations dashed – the danger – antipatterns and bad design Low expectations exceeded – the moments of delight
- Accessibility flips this – too often, looking for Not A Bad One Living in that bad lower left corner of poor expectations met. This is about how we change this!
- When we talk about accessibility, you probably think about something like this. I can see your faces falling. This isn’t what you hoped for, is it?
- But this is no way to create delight.
- This isn’t delightful either. And there’s a bigger problem: it’s all about implementation, not the initial design. It’s things that are testable, not things that are usable and useful. Like good content.
- And because too often we have things that are Accessible? Usable? Universal?
- Let’s go back to that story about airline seats. These days, being able to pick a seat isn’t such a big deal… When a friend called – just a little surprised. Until I remember that she uses the web through a screen reader.
- Clear purpose also means well-defined goals, including the range of devices, but also the range of people
- Oxo Good Grips
- Structure isn’t just hidden things, though much of the structure of an experience is hidden. But this ramp on the left, could never become this one without being completely transformed. Shape, material, relationships, color, and craftsmanship are both structure and design Have to start with goal of delightful experience.
- There’s nothing remarkable about this site – it’s just the base Wordpress theme. It’s all easier now – mature standard. Accessible ready themes. In both the UK and US (and maybe other places) the government digital services web frameworks come with accessibility built in. Just what templates are supposed to do – get the plumbing right.
- We can think about specialized devices. One of the interesting things about an a11y project I’m working on is how many of the basic a11y needs turn out to be general human needs. Like big enough buttons to tap when you’re in a moving car. Or being able to clear away the clutter. Explain about the Frankenkindle
- Putting these candidates into order is a simple drag and drop interface, that’s just not very simple if you can’t manage a mouse. But add a button or two and you have options. Testing – even some highly digital literate participants wanted the buttons – for ease. For clarity. And to know what they could do.
- Non-visual interaction, not the same. Think about it differently.
- Accessibility depends not only on standards, but on clear signposts that guide you through the space. How many of you use real headings in Google docs – or do you just change the text size?
- Can new, delightful features be "born accessible” – like including more than one form of transportation
- Citizenship should not a design challenge How can we make all the legal, regulatory, and instructional material easier to understand, so we can all participate in civic life?
- Can we support people who don't read well, or just want an easy way to learn, mixing text and images.
- U.S. National Assessment of Adult Literacy http://nces.ed.gov/naal/kf_demographics.asp Below basic – only the most simple and concrete reading skills Basic – able to manage everyday tasks Intermediate – moderately challenging activities like consulting reference material Proficient – interpreting text, comparing viewpoints Below Basic: 14% or 30 million people Basic: 29% or 63 million people Intermediate: 44% or 95 million Proficient: 13% or 28 million
- What’s the right ALT text for this image? Fox Red fox A red fox, standing on a pile of rocks, looking back at the camera Red fox at Sachuest Point National Wildlife Refuge It depends on context!
- Can we make it visual AND accessible?
- Expanding your recruiting reach
- Expanding your recruiting reach
- People and their activities are more important than any disability.
- Throughout the design process.