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Digital accessibility
and the travel industry
TLearn webinar
7 August 2014
Your hosts
Kevin May
Editor & moderator
Gene Quinn
CEO & producer
Your presenter
Robin Christopherson
Head of Digital Inclusion
AbilityNet
Webinar archive at www.abilitynet.org.uk/webinars
Digital Accessibility and
the Travel Industry
Tnooz Webinar
7 August 2014
Webinar archive at www.abilitynet.org.uk/webinars
Welcome
Robin Christopherson, AbilityNet
Webinar archive at www.abilitynet.org.uk/webinars
Review of the accessibility of 12 major
travel and tourism websites undertaken
in May and June 2014
• The business case
• Methodology
• Key findings
• Q+A
Please use the questions box to ask
questions at any stage
State of the e-Nation
AbilityNet State of the eNation Accessibility Reports
Getting away this summer a
challenge for the disabled
Travel and tourism websites, July 2014
This report looks at how easy it is for disabled people to book flights and holidays
using the websites of 12 leading companies . Our review found that most travel
and airline websites are difficult and frustrating for disabled people to use . As
well as struggling to book their trip users also find it challenging to choose
accessible destinations with confidence.
Report prepared by Robin Christopherson, H ead of Digital Inclusion
Sites tested by the AbilityNet Accessibility Team, May and June 2014
Tel: 01926 312847
Email: sales@abilitynet.org.uk
Web: www.abilitynet.org.uk/enation
Webinar archive at www.abilitynet.org.uk/webinars
• From design through to UAT
• Accessibility Testing
• User Testing
• Desktop, Mobile and Tablet
• Accessibility Accreditation
• Service Agreements
• My Computer My Way
AbilityNet
Webinar archive at www.abilitynet.org.uk/webinars
Travel and Tourism and Accessibility
The marketplace
• Billion dollar global business
• Disability awareness rising
• Resorts and carriers becoming accessible
• Digital is first step in many journeys yet not so good
This webinar:
• An opportunity to learn and improve – not name and shame
Webinar archive at www.abilitynet.org.uk/webinars
The Business Case for Accessibility
A huge marketplace
• At least 1.1 billion people globally have a disability
• Controlling over $4 trillion annually
• A market the size of China
Webinar archive at www.abilitynet.org.uk/webinars
Changes in consumer behaviour
Changing expectations
• Paralympics
• Mobile/tablet
• Usability expectations
• Personalisation
Webinar archive at www.abilitynet.org.uk/webinars
Legal risks: Don’t think it doesn’t happen
Equality Act - UK
ADA/Section 508 - US
• Sale of Goods
• Recruitment
• Employment
Webinar archive at www.abilitynet.org.uk/webinars
Key findings: An opportunity missed
Only one site approaches technical compliance
Every site has usability problems
None exemplifies good practice
Webinar archive at www.abilitynet.org.uk/webinars
The Results: Airlines
Red – many issues identified - immediate action required.
Amber – some issues identified - attention needed.
Green – few or no immediate issues identified.
Webinar archive at www.abilitynet.org.uk/webinars
The Results: Travel companies
Red – many issues identified - immediate action required.
Amber – some issues identified - attention needed.
Green – few or no immediate issues identified.
Webinar archive at www.abilitynet.org.uk/webinars
Methodology
• Test for technical compliance (WCAG2.0 AA)
• Test for ‘real-life’ accessibility using disabled users
• Consultant review of accessibility help info
Webinar archive at www.abilitynet.org.uk/webinars
Technical Compliance
• Tested using Compliance Sheriff
• Covers home page and all linked pages
• Results reviewed by a consultant
• Score evaluated as red, amber or green
Webinar archive at www.abilitynet.org.uk/webinars
User Testing
Tested 2 core user journeys
Testers include:
• Dyslexia – 6m of the population – of which 4m severely so
• Sight loss – 2 million in UK
• Hearing Loss – 10 million in UK
• British Sign Language user – approximately 50,000 users
• Able-bodied ‘control’ users
Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Saga
Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Saga
A user with dexterity issues who uses the keyboard instead of a mouse
to access the internet
“I could not see what link was active so it was impossible
to tab around the page to make any choices.
“Making active links visible (i.e. show where the mouse is)
is essential to navigate the page in any way.”
Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Monarch
Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Monarch
A user with poor vision said:
“When booking flights and choosing dates the calendar
appeared very small making it hard to read.
“The layout wasn’t clear and there was too much going
on.”
“The colour contrast (grey on white) was very difficult to
read and certain headings were very small.”
Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Club Med
Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Club Med
A blind person:
“When I was at school, Turkey was in Asia, but I see no
mention of it here.”
“I’m invited to search for a resort on a map, which is
useless to me as a blind person … this company would
not get business from me.”
Webinar archive at www.abilitynet.org.uk/webinars
Accessibility Help
• Looking for best practice
• Using our experience as expert witnesses
• The quality of the Accessibility Help Page is a useful indicator
• Plus, we look for additional accessibility that disabled users are
catered, e.g. BrowseAloud or My Computer My Way
Webinar archive at www.abilitynet.org.uk/webinars
British Airways: Accessibility and Site Help
www.britishairways.com/en-gb/information/accessibility-site-help
Webinar archive at www.abilitynet.org.uk/webinars
Conclusions: An Opportunity Missed
Don’t be surprised
• This is a typical set of results
• They raise legal, marketing and governance issues
• Almost every issue could be addressed quickly and easily
Some easy wins and an opportunity for competitive advantage
• Better designed pages and forms
• Better user experience for all users
• Reach more customers
Webinar archive at www.abilitynet.org.uk/webinars
E-Nation report
All the results including user comments
www.abilitynet.org.uk/enation-travel-july-2014
Airline and Travel Sector Reports
Available on request from
sales@abilitynet.org.uk
Get the reports
AbilityNet State of the eNation Accessibility Reports
Getting away this summer a
challenge for the disabled
Travel and tourism websites, July 2014
This report looks at how easy it is for disabled people to book flights and holidays
using the websites of 12 leading companies . Our review found that most travel
and airline websites are difficult and frustrating for disabled people to use . As
well as struggling to book their trip users also find it challenging to choose
accessible destinations with confidence.
Report prepared by Robin Christopherson, H ead of Digital Inclusion
Sites tested by the AbilityNet Accessibility Team, May and June 2014
Tel: 01926 312847
Email: sales@abilitynet.org.uk
Web: www.abilitynet.org.uk/enation
Webinar archive at www.abilitynet.org.uk/webinars
Contact Us
Talk to us about our Accessibility Services
www.abilitynet.org.uk/accessibility-services
sales@abilitynet.org.uk +44 1926 465 247
robin.christopherson@abilitynet.org.uk @abilitynet
More free webinars from AbilityNet: www.abilitynet.org.uk/webinars
Next AbilityNet webinar:
The Business Case for Accessibility, September 2014
Thank you!
Send your questions and comments to
kevin@tnooz.com
Replay and presentation of webinar will be available on
www.tnooz.com

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Digital accessibility and missed opportunities in the travel industry

  • 1. Digital accessibility and the travel industry TLearn webinar 7 August 2014
  • 2. Your hosts Kevin May Editor & moderator Gene Quinn CEO & producer
  • 3. Your presenter Robin Christopherson Head of Digital Inclusion AbilityNet
  • 4. Webinar archive at www.abilitynet.org.uk/webinars Digital Accessibility and the Travel Industry Tnooz Webinar 7 August 2014
  • 5. Webinar archive at www.abilitynet.org.uk/webinars Welcome Robin Christopherson, AbilityNet
  • 6. Webinar archive at www.abilitynet.org.uk/webinars Review of the accessibility of 12 major travel and tourism websites undertaken in May and June 2014 • The business case • Methodology • Key findings • Q+A Please use the questions box to ask questions at any stage State of the e-Nation AbilityNet State of the eNation Accessibility Reports Getting away this summer a challenge for the disabled Travel and tourism websites, July 2014 This report looks at how easy it is for disabled people to book flights and holidays using the websites of 12 leading companies . Our review found that most travel and airline websites are difficult and frustrating for disabled people to use . As well as struggling to book their trip users also find it challenging to choose accessible destinations with confidence. Report prepared by Robin Christopherson, H ead of Digital Inclusion Sites tested by the AbilityNet Accessibility Team, May and June 2014 Tel: 01926 312847 Email: sales@abilitynet.org.uk Web: www.abilitynet.org.uk/enation
  • 7. Webinar archive at www.abilitynet.org.uk/webinars • From design through to UAT • Accessibility Testing • User Testing • Desktop, Mobile and Tablet • Accessibility Accreditation • Service Agreements • My Computer My Way AbilityNet
  • 8. Webinar archive at www.abilitynet.org.uk/webinars Travel and Tourism and Accessibility The marketplace • Billion dollar global business • Disability awareness rising • Resorts and carriers becoming accessible • Digital is first step in many journeys yet not so good This webinar: • An opportunity to learn and improve – not name and shame
  • 9. Webinar archive at www.abilitynet.org.uk/webinars The Business Case for Accessibility A huge marketplace • At least 1.1 billion people globally have a disability • Controlling over $4 trillion annually • A market the size of China
  • 10. Webinar archive at www.abilitynet.org.uk/webinars Changes in consumer behaviour Changing expectations • Paralympics • Mobile/tablet • Usability expectations • Personalisation
  • 11. Webinar archive at www.abilitynet.org.uk/webinars Legal risks: Don’t think it doesn’t happen Equality Act - UK ADA/Section 508 - US • Sale of Goods • Recruitment • Employment
  • 12. Webinar archive at www.abilitynet.org.uk/webinars Key findings: An opportunity missed Only one site approaches technical compliance Every site has usability problems None exemplifies good practice
  • 13. Webinar archive at www.abilitynet.org.uk/webinars The Results: Airlines Red – many issues identified - immediate action required. Amber – some issues identified - attention needed. Green – few or no immediate issues identified.
  • 14. Webinar archive at www.abilitynet.org.uk/webinars The Results: Travel companies Red – many issues identified - immediate action required. Amber – some issues identified - attention needed. Green – few or no immediate issues identified.
  • 15. Webinar archive at www.abilitynet.org.uk/webinars Methodology • Test for technical compliance (WCAG2.0 AA) • Test for ‘real-life’ accessibility using disabled users • Consultant review of accessibility help info
  • 16. Webinar archive at www.abilitynet.org.uk/webinars Technical Compliance • Tested using Compliance Sheriff • Covers home page and all linked pages • Results reviewed by a consultant • Score evaluated as red, amber or green
  • 17. Webinar archive at www.abilitynet.org.uk/webinars User Testing Tested 2 core user journeys Testers include: • Dyslexia – 6m of the population – of which 4m severely so • Sight loss – 2 million in UK • Hearing Loss – 10 million in UK • British Sign Language user – approximately 50,000 users • Able-bodied ‘control’ users
  • 18. Webinar archive at www.abilitynet.org.uk/webinars What the users said: Saga
  • 19. Webinar archive at www.abilitynet.org.uk/webinars What the users said: Saga A user with dexterity issues who uses the keyboard instead of a mouse to access the internet “I could not see what link was active so it was impossible to tab around the page to make any choices. “Making active links visible (i.e. show where the mouse is) is essential to navigate the page in any way.”
  • 20. Webinar archive at www.abilitynet.org.uk/webinars What the users said: Monarch
  • 21. Webinar archive at www.abilitynet.org.uk/webinars What the users said: Monarch A user with poor vision said: “When booking flights and choosing dates the calendar appeared very small making it hard to read. “The layout wasn’t clear and there was too much going on.” “The colour contrast (grey on white) was very difficult to read and certain headings were very small.”
  • 22. Webinar archive at www.abilitynet.org.uk/webinars What the users said: Club Med
  • 23. Webinar archive at www.abilitynet.org.uk/webinars What the users said: Club Med A blind person: “When I was at school, Turkey was in Asia, but I see no mention of it here.” “I’m invited to search for a resort on a map, which is useless to me as a blind person … this company would not get business from me.”
  • 24. Webinar archive at www.abilitynet.org.uk/webinars Accessibility Help • Looking for best practice • Using our experience as expert witnesses • The quality of the Accessibility Help Page is a useful indicator • Plus, we look for additional accessibility that disabled users are catered, e.g. BrowseAloud or My Computer My Way
  • 25. Webinar archive at www.abilitynet.org.uk/webinars British Airways: Accessibility and Site Help www.britishairways.com/en-gb/information/accessibility-site-help
  • 26. Webinar archive at www.abilitynet.org.uk/webinars Conclusions: An Opportunity Missed Don’t be surprised • This is a typical set of results • They raise legal, marketing and governance issues • Almost every issue could be addressed quickly and easily Some easy wins and an opportunity for competitive advantage • Better designed pages and forms • Better user experience for all users • Reach more customers
  • 27. Webinar archive at www.abilitynet.org.uk/webinars E-Nation report All the results including user comments www.abilitynet.org.uk/enation-travel-july-2014 Airline and Travel Sector Reports Available on request from sales@abilitynet.org.uk Get the reports AbilityNet State of the eNation Accessibility Reports Getting away this summer a challenge for the disabled Travel and tourism websites, July 2014 This report looks at how easy it is for disabled people to book flights and holidays using the websites of 12 leading companies . Our review found that most travel and airline websites are difficult and frustrating for disabled people to use . As well as struggling to book their trip users also find it challenging to choose accessible destinations with confidence. Report prepared by Robin Christopherson, H ead of Digital Inclusion Sites tested by the AbilityNet Accessibility Team, May and June 2014 Tel: 01926 312847 Email: sales@abilitynet.org.uk Web: www.abilitynet.org.uk/enation
  • 28. Webinar archive at www.abilitynet.org.uk/webinars Contact Us Talk to us about our Accessibility Services www.abilitynet.org.uk/accessibility-services sales@abilitynet.org.uk +44 1926 465 247 robin.christopherson@abilitynet.org.uk @abilitynet More free webinars from AbilityNet: www.abilitynet.org.uk/webinars Next AbilityNet webinar: The Business Case for Accessibility, September 2014
  • 29. Thank you! Send your questions and comments to kevin@tnooz.com Replay and presentation of webinar will be available on www.tnooz.com

Editor's Notes

  1. Robin pic
  2. We work with some of the biggest names in global business, delivering world class services. They use us because they are clear about the business case
  3. British Airways Technical compliance = amber User testing = amber Accessibility help = green EasyJet Technical compliance = amber User testing = amber Accessibility help = red Monarch Technical compliance = red? User testing = amber Accessibility help = red Quantas Technical compliance = amber User testing = amber Accessibility help = amber Ryan Air Technical compliance = red User testing = amber Accessibility help = red Virgin Atlantic Technical compliance = amber User testing = amber Accessibility help = amber
  4. Carnival Technical Compliance: Red User testing: Amber Accessibility Help: Red Club Med Technical Compliance: Green User testing: Amber Accessibility Help: Red First Choice Technical Compliance: Red User testing: Amber Accessibility Help: Green Saga Technical Compliance: Red User testing: Amber Accessibility Help: Red Sta Travel Technical compliance: Red User testing: Amber Accessibility Help: Red Thomas Cook Technical Compliance: Red User testing: Amber Accessibility Help: Green
  5. Monarch
  6. Club Med