How Accessibility Improves the User Experience
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Level Access's Tim Springer will share why making your content accessible improves the user experience for all users.
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How Accessibility Improves the User Experience
- 1. levelaccess.com | (800) 899-9659 | info@levelaccess.com How Accessibility Improves the User Experience October 2, 2018
- 2. levelaccess.com | (800) 899-9659 | info@levelaccess.com Introducing Our Speakers How Accessibility Improves the User Experience Tim Springer - Founder and CEO Tim Springer has dedicated nearly two decades to ensuring that technology will not only meet regulatory standards but also support real world use by individuals with disabilities. As a leader in the digital accessibility industry, he has provided compliance solutions to thousands of organizations as well as advised large corporations and Federal agencies on technical challenges and best practices required to successfully achieve accessibility. Tim was named named a White House “Champion of Change” in 2014. 2 | October 2, 2018
- 3. levelaccess.com | (800) 899-9659 | info@levelaccess.com Topics How Accessibility Improves the User Experience – Fall Update • Why do you care? • What is inclusive design? • When bad websites happen to good people • Get Started Graphic: PixaBay 3 | October 2, 2018
- 4. levelaccess.com | (800) 899-9659 | info@levelaccess.com Why do you care?
- 5. levelaccess.com | (800) 899-9659 | info@levelaccess.com The average age of people using technology is rising. And with that, an increase in customers with disabilities.
- 6. levelaccess.com | (800) 899-9659 | info@levelaccess.com A Graying Globe… People are getting older… every day in fact! • Global population growth declining • Life expectancy is growing Pretty pictures pulled from Mary Meeker’s 2016 Internet Trends Talk. 6 | October 2, 2018
- 7. levelaccess.com | (800) 899-9659 | info@levelaccess.com
- 8. levelaccess.com | (800) 899-9659 | info@levelaccess.com …that uses technology How Accessibility Improves the User Experience – Fall Update • 42% of seniors now own a smartphone… • …but that’s still half the rate of the 18 to 64 cohort • Technology penetration is working its way up in ages • Drastically higher rates of use in the 65 – 74 range than the 75+ range • Educational attainment and socioeconomic status vary adoption rates strongly, positively • Device, Internet, Smartphone and Social Media usage and penetration all correlated • Disability status has a material impact on technology use “42% [of] adults ages 65 and older now report owning smartphones, up from just 18% in 2013.” “67% of seniors use the internet – a 55-percentage-point increase in just under two decades.” “45% of seniors under the age of 75 say they … use social networking sites, compared with 20% of those ages 75 and older.” Data from Pew Research Center Tech Adoption Climbs Among Older Adults 8 | October 2, 2018
- 9. levelaccess.com | (800) 899-9659 | info@levelaccess.com ADA Lawsuits Overall Trends • ADA litigation continues to accelerate • Increased 210% YoY in 2017 • Still a small percentage of overall ADA Title III lawsuits • We expect growth will slow but still be robust going forward 0 2000 4000 6000 8000 10000 12000 14000 16000 18000 2013 2014 2015 2016 2017 2018 2019 2020 2722 4436 4789 6601 7663 9930 12868 16674 15 19 57 262 814 2106 3777 5276 ADA TITLE III LAWSUIT BREAKOUT ADA Title III Lawsuits Web Accessiblity Lawsuits Source: ADA Title III 9 | October 2, 2018
- 10. levelaccess.com | (800) 899-9659 | info@levelaccess.com What is universal design?
- 11. levelaccess.com | (800) 899-9659 | info@levelaccess.com The ability to be accessed or readily used by people with disabilities. ACCESSIBILITY
- 12. levelaccess.com | (800) 899-9659 | info@levelaccess.com The design of products and services that are accessible to, and usable by, as many people as reasonably possible… without the need for special adaptation or specialized design. INCLUSIVE DESIGN BS 7000-6:2005: Design management systems - Managing inclusive design - Guide
- 13. levelaccess.com | (800) 899-9659 | info@levelaccess.com 13 | October 2, 2018
- 14. levelaccess.com | (800) 899-9659 | info@levelaccess.com “I mean accessibility is nice and all but you know that wasn’t the thinking behind this product. It wasn’t designed for disabled people.” Accidentally Accessible
- 15. levelaccess.com | (800) 899-9659 | info@levelaccess.com Accessibility can happen by accident.
- 16. levelaccess.com | (800) 899-9659 | info@levelaccess.com You should be intentional.
- 17. levelaccess.com | (800) 899-9659 | info@levelaccess.com When bad websites happen to good people (And some lessons from them) 17 | October 2, 2018
- 18. levelaccess.com | (800) 899-9659 | info@levelaccess.com Lesson One – Provide some structure
- 19. levelaccess.com | (800) 899-9659 | info@levelaccess.com19 | October 2, 2018
- 20. levelaccess.com | (800) 899-9659 | info@levelaccess.com20 | October 2, 2018
- 21. levelaccess.com | (800) 899-9659 | info@levelaccess.com21 | October 2, 2018
- 22. levelaccess.com | (800) 899-9659 | info@levelaccess.com Case Study • International luxury airline based in Asia • Required to provide a fully accessible digital user experience to U.S. passengers (ACAA) • Also in the middle of a large- scale responsive redesign Semantic Markup • After development, their IT team validated that the semantically structured code actually provided a faster page load time, especially on mobile • Conducted extensive usability testing, all of which confirmed that interactions built with simple, well-structured markup were easier for customers to use • Reduced overall QA efforts
- 23. levelaccess.com | (800) 899-9659 | info@levelaccess.com Lesson Two – Choose colors wisely
- 24. levelaccess.com | (800) 899-9659 | info@levelaccess.com24 | October 2, 2018
- 25. levelaccess.com | (800) 899-9659 | info@levelaccess.com25 | October 2, 2018
- 26. levelaccess.com | (800) 899-9659 | info@levelaccess.com26 | October 2, 2018
- 27. levelaccess.com | (800) 899-9659 | info@levelaccess.com Lesson Three – Have it work across devices
- 28. levelaccess.com | (800) 899-9659 | info@levelaccess.com
- 29. levelaccess.com | (800) 899-9659 | info@levelaccess.com
- 30. levelaccess.com | (800) 899-9659 | info@levelaccess.com Lesson Four – Provide captions
- 31. levelaccess.com | (800) 899-9659 | info@levelaccess.com31 | October 2, 2018
- 32. levelaccess.com | (800) 899-9659 | info@levelaccess.com The 7 principles of Universal Design According to the Center for Excellence in Universal Design • Principle 1: Equitable Use • Principle 2: Flexibility in Use • Principle 3: Simple and Intuitive Use • Principle 4: Perceptible Information • Principle 5: Tolerance for Error • Principle 6: Low Physical Effort • Principle 7: Size and Space for Approach and Use
- 33. levelaccess.com | (800) 899-9659 | info@levelaccess.com Design with people with disabilities.
- 34. levelaccess.com | (800) 899-9659 | info@levelaccess.com 34 | October 2, 2018
- 35. levelaccess.com | (800) 899-9659 | info@levelaccess.com Project Concept User Research Design Iteration Develop & Implement Validate & Launch Any special content needs? What support/customer service needs will this bring? Has this been done before? What new technology & challenges are there? What tools are we using and are they accessible? Include people with disabilities in more than interviews and focus groups; use observation and walk-throughs. Include functional needs in personas, user stories and other artifacts Find people both in and outside your org to get subject matter expertise and perspective. Test layouts and clickthroughs Test colours Test concepts Test iconography and visual language assets (particularly for low vision user) Tend to focus on visual design, but we must examine process design. Test templates Test functional prototypes and demos Don’t test with people using screen readers too early (it can be very frustrating and not productive) Fix technical accessibility issues THEN test with people with disabilities for ease of use Engage and respond to user feedback Ensure that as part of roll- out appropriate training is given to CSRs so they can act. On-going plans for organized learning from project, and documentation/resolution of issues that are raised Enable participation in the process.
- 36. levelaccess.com | (800) 899-9659 | info@levelaccess.com Thank You/ Contact Us How Accessibility Improves the User Experience – Fall Update Contact Us Tim Springer Founder and CEO tim.springer@levelaccess.com Follow Us @LevelAccessA11y Level-Access Level Access Level Access Blog 36 | October 2, 2018
- 37. levelaccess.com | (800) 899-9659 | info@levelaccess.com Appendix A - Other Stuff
- 38. levelaccess.com | (800) 899-9659 | info@levelaccess.com Department of Ed OCR Complaints How Accessibility Improves the User Experience – Fall Update • Dept of Education Office for Civil Rights (OCR) changed case processing rules to allow more cases to be dismissed without investigation – and so they are • Consistent with current administration DoJ stance • Challenge in getting data on this – no DoED OCR reports in current administration • Last DoEd report in fiscal 2016 • No data published for fiscal 2017 and 2018 • Pending cases database is publicly available • Massive drop in size of database since March 2018 • For seven sample dimensions went from 2,166 pending cases in March 2018 to 1,420 in September 2018 • Average age from 579 days to 542 days • “Effective Communication” pending investigations from 79 to 17 4,183 4,555 4,961 4,980 4,806 5,936 6,366 6,828 3,743 4,014 9 7 88 88 25 593 673 764 449 510 9 7 8 16 28 55 66 79 20 24 0 100 200 300 400 500 600 700 800 900 0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 2011 2012 2013 2014 2015 2016 2017 (EST) 2018 (EST) 2019 (EST) 2020 (EST) Accessibility- and Disability-Related Issues Disability Complaints Technology (Issues) Web (Complaints) We expect a significant drop in enforcement by DoED OCR on digital accessibility issues 38 | October 2, 2018
- 39. levelaccess.com | (800) 899-9659 | info@levelaccess.com How do all these lawsuits work? How Accessibility Improves the User Experience – Fall Update Pick a consumer facing Industry Pull a list of all the companies Run a spider on the homepage of each company Send out a form demand letter with a summary of spider findings in it Wait for a response File a batch of lawsuits • Specific plaintiff attorneys, specific industries • The data suggests firms target lists of companies and file lawsuits in “waves” • Lawsuits typically only cite automated testing results directly generated from tools • Lawsuits discuss usability of the site by people with disabilities – a very different thing • Follow-on discussions limited to automated testing results • Key Theme: Automated testing results (good or bad) strongly correlated with risk of digital accessibility lawsuits • We strongly recommend • Clients deploy automated monitoring solutions • Clients deploy automated testing into CI, CMS and LMS testing • Clients review the data and fix the easy bugs Follow-up (1): Reach out to Level Access and we can pull enforcement data on your specific industry Follow-up (2): Deploy Access Analytics to your public facing sites and work with us to monitor the data Follow-up (3): Deploy Access Continuum into your build process and content publication process 39 | October 2, 2018
- 40. levelaccess.com | (800) 899-9659 | info@levelaccess.com 40 | October 2, 2018 The majority of working- age adults in the United States are likely to benefit from the use of accessible technology. Research shows that most people benefit from accessible technology
Editor's Notes
- Note – I am going to use the term “Inclusive Design” which is slightly different from universal design but the same concept
- People and Laws
- The number of Americans ages 65 and older is projected to more than double from 46 million today to over 98 million by 2060, and the 65-and-older age group’s share of the total population will rise to nearly 24 percent from 15 percent. TEXT ALTERNATIVES FOR CHARTS: Chart #1: Global Population (GP) and Year-to-Year Growth (Y2YG), 1950-2050E (GP in Billions, Y2YG as Percent) 1950 – GP: 2.5B, Y2YG: N/A 1955 – GP: 2.8B, Y2YG: 7.3% 1960 – GP: 3.0B, Y2YG: 7.5% 1965 – GP: 3.3B, Y2YG: 7.8% 1970 – GP: 3.8B, Y2YG: 8.2% 1975 – GP: 4.0B, Y2YG: 8.0% 1980 – GP: 4.4B, Y2YG: 7.2% 1985 – GP: 4.8B, Y2YG: 7.2% 1990 – GP: 5.4B, Y2YG: 7.3% 1995 – GP: 5.8B, Y2YG: 6.1% 2000 – GP: 6.1B, Y2YG: 5.3% 2005 – GP: 6.4B, Y2YG: 5.0% 2010 – GP: 6.9B, Y2YG: 4.7% 2015 – GP: 7.3B, Y2YG: 4.4% 2020 (Estimated) – GP: 7.8B, Y2YG: 4.2% 2025 (Estimated) – GP: 8.1B, Y2YG: 3.9% 2030 (Estimated) – GP: 8.4B, Y2YG: 3.5% 2035 (Estimated) – GP: 8.8B, Y2YG: 3.2% 2040 (Estimated) – GP: 9.0B, Y2YG: 3.0% 2045 (Estimated) – GP: 9.6B, Y2YG: 2.6% 2050 (Estimated) – GP: 9.8B, Y2YG: 2.2% Chart #2: Life Expectancy (Years, Both Genders), By Region, 1960-2014 World – 54 years old in 1960 to about 71 years old in 2014 India – 41 years old in 1960 to about 68 years old in 2014 Middle East / North Africa – 47 years old in 1960 to about 73 years old in 2014 USA – 70 years old in 1960 to about 79 years old in 2014 Europe/Central Asia – 68 years old in 1960 to about 76 years old in 2014 Sub-Saharan Africa – 40 years old in 1960 to about 59 years old in 2014 China – 44 years old in 1960 to about 75 years old in 2014 East Asia/Pacific – 48 years old in 1960 to about 75 years old in 2014
- Information and quotes from the Pew Research Center study “Tech Adoption Climbs Among Older Adults” . It’s solid – read it. On the attainment rates Socioeconomic – 75K+ year in annual income – as likely as the 18-64 demographic to have a smartphone, similar enough rates of usage Educational attainment - Similar impact as socioeconomic with some variance here and there Tablet ownership is especially common among seniors with more education and those living in higher-income households. Some 62% of older adults with annual household incomes of $75,000 or more say they own tablet computers, while 56% of college-degree earners say the same. Each represents a more than 20-point increase since 2013 (at that point, 39% of high-income seniors and 31% of college graduates in this age group owned tablets) Basically once online the users pretty much normalize this into their life: “most seniors make the internet a standard part of their daily routine. Roughly three-quarters of older internet users go online at least daily,” What’s cool about this report is they also segmented it by people with disabilities and those without. “28% of U.S. adults ages 65 and up say they have health problems, disabilities” Across the 65 and older population 72% percent of all individuals “go online” this drops to 55% in the cohort of people with disabilities 57% percent of all individuals have home broadband this drops to 36% in the cohort of people with disabilities 46% percent of all individuals have a smartphone this drops to 32% in the cohort of people with disabilities 36% percent of all individuals have a smartphone this drops to 21% in the cohort of people with disabilities
- There continues to be massive growth in ADA litigation We expect just shy of 10K ADA Title III lawsuits this year and likely around 2100 web accessibility specific lawsuits We expect that will continue to grow materially for the immediate future That’s based on data published by Seyfarth Shaw at ADATitleIII .com – where three is iii – quick shot out there. Definitely a site you want to track in this space. Dominant reasons we expect that to keep growing: The number of plaintiff firms filing cases continues to increase. We went from virtually no firms doing this prior to 2015 to 31 firms in the last three months. You can think of the number of plaintiff firms as driving the “supply” of lawsuits There are still a large number of members of the plaintiffs’ bar that focus on ADA lawsuits that are not active in this space of minimally active We expect the legal situation (read: law and rulings) won’t change materially
- People and Laws
- Slight paraphrase
- Use semantic markup Header, Tables, Lists
- So I spent some time last night searching on the Internet for bad design. I found these two great examples. My quick question is: how do you feel about this page?
- And this one? A real, live page!
- Header structure Visual indication of structure, hierarchy Ensuring that happens in non-visual framework
- What are these scroll bars doing on here? How am I supposed to view this on my mobile device? Responsiveness also support reflow of text which allows readability. So responsiveness + the ability to view large text.
- Principle 1: Equitable Use The design is useful and marketable to people with diverse abilities. Principle 2: Flexibility in Use The design accommodates a wide range of individual preferences and abilities. Principle 3: Simple and Intuitive Use Use of the design is easy to understand, regardless of the user's experience, knowledge, language skills, or current concentration level. Principle 4: Perceptible Information The design communicates necessary information effectively to the user, regardless of ambient conditions or the user's sensory abilities. Principle 5: Tolerance for Error The design minimizes hazards and the adverse consequences of accidental or unintended actions. Principle 6: Low Physical Effort The design can be used efficiently and comfortably and with a minimum of fatigue. Principle 7: Size and Space for Approach and Use Appropriate size and space is provided for approach, reach, manipulation, and use regardless of user's body size, posture, or mobility.
- We expect a material reduction in OCR cases relating to accessibility with a particular drop in complaints related to web accessibility Overall cases from 6800 to 3800 Technology related cases from 760 -> 450 at the absolute most, probably more like 200 And more like 20 or so web accessibility complaints First a little background Education Advocate Marcie Lipsitt filed more than 2,400 complaints with the Department of Education Office of Civil Rights (OCR) against schools and universities with websites that she says aren’t accessible to individuals with disabilities over the last few years. In mid-March, OCR changed the rules so that it can ignore Lipsitt’s complaints. OCR changed the OCR’s Case Processing Manual to allow a complaint may be dismissed without investigation where it “is a continuation of a pattern of complaints previously filed with OCR by an individual or group against multiple recipients or a complaint is filed for the first time against multiple recipients that, viewed as a whole, places an unreasonable burden on OCR’s resources.” In other words, the new rule allows OCR to dismiss complaints brought by anyone who has filed multiple complaints against multiple organizations. The new rules also reduced the time allowed for complainants to provide additional information about a complaint from 20 to 14 days and abolished the ability of complainants to file administrative appeals with OCR. The National Federation of the Blind (NFB), NAACP, and the Council of Parent Attorneys and Advocates (COPAA) have filed suit against the Department of Education (DOE) in federal court in Maryland to challenge the DOE Office for Civil Rights’ March 2018 amendments to its Case Processing Manual on the grounds that they were adopted in violation of the Administrative Procedure Act. With that noted, that’s what is in place now. Challenge in getting data on this – no DoED OCR reports in current administration Last DoEd report in fiscal 2016 No data published for fiscal 2017 and 2018 Pending cases database is publicly available Massive drop in size of database since March 2018 For seven sample dimensions went from 2,166 pending cases in March 2018 to 1,420 in September 2018 34% drop in that period “Effective Communication” pending investigations from 79 to 17 Average age from 579 days to 542 days OCR then proceed to dismiss those complaints and the pending cases database dropped accordingly Seven categories Disability - Academic Adjustments Disability - Accessibility Disability - Admissions and Recruitment Disability - Denial of Benefits Disability - Disability Harassment Disability - Discipline Disability - Effective Communication
- Average process: Plaintiff counsel picks a consumer facing Industry Specific plaintiff attorneys, specific industries 26 industries had lawsuits filed in June 19 industries had lawsuits filed in July A few industries swapped in and out monthly Pull a list of all the companies Run a spider on the homepage of each company Send out a form demand letter with a summary of spider findings in it Wait for a response File a batch of lawsuits The data suggests firms target lists of companies and file lawsuits in “waves” What’s the catch? Lawsuits typically only cite automated testing results directly generated from tools Follow-on discussions limited to automated testing results Neither of those steps include substantive discussion of the usability of the site by people with disabilities – which is a very different thing We’d argue usability – or parity of experience - is what the standards and laws tend to be organized around So you’re in a weird position where lawsuits – expensive to defend – may get filed based on things that aren’t predictive of the user experience to people with disabilities Automated testing results (good or bad) strongly correlated with risk of digital accessibility lawsuits Doesn’t mean your site is inaccessible – just means you may have to defend that What’s that mean in practice? We strongly recommend Clients deploy automated monitoring solutions Clients deploy automated testing into CI, CMS and LMS testing Clients review the data and fix the easy bugs So I have three homework points for you Follow-up (1): Reach out to Level Access and we can pull enforcement data on your specific industry This will give you a better understanding of how your industry works Follow-up (2): Deploy Access Analytics to your public facing sites and work with us to monitor the data You must be have a structured approach for monitoring your public facing sites at this point in time You must have a structured approach for resolving those issues Don’t try to do this on your own, let us help you with software and support If you’re a currently Level Access customer we can generally deploy Analytics for free If you aren’t a current customer we can often get you access to it for free for the first 10M page views annually Follow-up (3): Deploy Access Continuum into your build process and content publication process Stop pushing easily detectable accessibility bugs into production Start fixing them early in the process Start demonstrating systemic control for accessibility