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Designing services for cognitive diversity 21112018

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Designing services for cognitive diversity 21112018

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A presentation from Open Inclusion that details some of the differences and drivers of cognitive diversity as well as some design principles specific to just two groups: older people with memory loss and people who are dyslexic.

A presentation from Open Inclusion that details some of the differences and drivers of cognitive diversity as well as some design principles specific to just two groups: older people with memory loss and people who are dyslexic.

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Designing services for cognitive diversity 21112018

  1. 1. Designing services that support cognitive diversity 21 November 2018 Christine Hemphill Tom Pokinko Open Inclusion
  2. 2. Designing better experiences Open Inclusion is an accessibility, research and innovation consultancy. We provide: • Usability testing and insight • Market research • Inclusion-led innovation • Universal design solutions • Workplace inclusion open.inclusion open.insights open.access open.minds open.ability open.value
  3. 3. Who are we? Tom Pokinko Research Director, Open Inclusion Inclusive designer Inclusive researcher Christine Hemphill Managing Director, Open Inclusion Inclusive business design & management Inclusive innovation
  4. 4. What are you thinking?
  5. 5. How and what you think is influenced by… Genetics Environment - past and present Mental and physical health Education and learned skills Mood
  6. 6. Which means we are all wired slightly or significantly differently
  7. 7. Desigual campaign Sept 18 We are all different. Some differences are visible, most are hidden, many are variable “DIFFERENCE IS WHAT WE ALL HAVE IN COMMON”
  8. 8. Humans are not static sets of capabilities, needs and preferences. We all fluctuate in and around our personal “normal” Feeling more resilient Feeling more vulnerable Over Time
  9. 9. • Memory • Learning • Understanding • Attention and focus • Social interactions • Reading or numeracy skills • Content filtering • Mental health • Confidence • Language and speech Neuro diversity represents many differing needs S q e ll 11 25+ … !
  10. 10. Many needs overlap for individuals Image source: Mary Colley, DANDA UK
  11. 11. Neuro diversity provides some powerful challenges Image source: British Dyslexia Association
  12. 12. …as well as some powerful advantages Image source: British Dyslexia Association
  13. 13. • Include physiological, esteem & safety needs • Allow for individual context • Be real, value based, not condescending • Put user goals ahead of designer goals • Keep users motivated • Allow that your users will vary in their: – approaches – willingness to try new things – expectations that they are to blame for bad UI – self-esteem and digital confidence Some design principles for older users with cognitive decline ?
  14. 14. • Design to reduce error rather than maximise speed • Design to engage cognition, mindful of degree • Design for consistency - over time and elements • Design for clarity over simplicity • Build trust and credibility • Include human help as a default Design considerations for older users with cognitive decline ?
  15. 15. • Provide alternative ways to access information • Prioritise key information. Minimise reading • Minimise number of fonts and styles • Put user goals ahead of designer goals • Keep users motivated • Allow for greater variance in – vocabulary – spelling accuracy – ability and desire to read chunks of text – ability to comprehend text (especially jargon or complex terms) – concentration span Some design principles for dyslexic users Myrmidon ???
  16. 16. • Design to reduce error (auto-complete, error recovery tools etc.) • Visually prioritise content and provide clear headers • Limit column width and don’t justify text • Provide media alternatives to text • Allow users to customise text preferences easily (fonts, colours, spacing) • Let users hide content (ie, view page with just headers) • Navigation consistency and alternatives • Include human help as a default • Limit italics and underlining Design considerations for dyslexic users Myrmidon ???
  17. 17. So how do I design for such variable and varying needs? DesignTest Understand
  18. 18. Build awareness and test the experience • Build awareness of cognitive needs • Inclusive research: test early and often • Some options for user research: – Ethnography – Surveys – Contextual enquiry – Diary studies – Usability testing – Mystery / accompanied shopping
  19. 19. Include neuro-diverse people in your design process to create better services. Samantha Fletcher Dyslexic/Dyspraxic Community Lead within Open’s Research Panel
  20. 20. The Open Research Panel (+350) – our unfair advantage Physical Mobility Manual dexterity Balance Speech impediment Sensory Blind Partially sighted Colour blind Deaf/deaf Hard of hearing Usher Neurodiversity Mental health Dyslexia/dyspraxia Learning difficulties Cognitive impairment Speech impairment Autism Other Just older No smell/taste Under 4’ 11” Over 6’ 3” Dysphasia Multiple Sclerosis Cerebral Palsy Chronic pain Demographics Ages: 18 - 85 White Asian Black Mixed
  21. 21. Maximise the value of inclusive insight The power of real people • Access to diverse customers with broad inclusive needs Inclusive insight • Pragmatic, actionable feedback and support High impact for effort • Right research method/s and blend for specific needs Curb cut effect • Valuable mainstream benefits of inclusive insights
  22. 22. When we design for disability first, we often stumble upon solutions that are not only inclusive, but also are often better than when we design for the norm. Let people with disabilities help you look sideways, and in the process, solve some of the greatest problems. Elise Roy US Attorney and inclusive design advocate “
  23. 23. Thanksforyourtime! christine@openinclusion.com 07478 335028 better experiences for all www.openinclusion.com @openforaccess

Editor's Notes

  • The question that killed a thousand budding romances in its subtle intrusion to the personal

    We are all here in the same environment : temperature, sights and sound stimulus here to learn about the same topic
    Yet we will probably all be thinking something slightly different just at this moment

    Personally I am thinking something like: I hope they are not bored, I hope I can share something of value, don’t forget the important bits Christine!
  • We vary between us
    We even vary personally day to day as situations and environments change around us and over time as we age
  • Dyslexia 10% of adult population
    Dementia around 1 million today 2% of adult population and forecast to rise 40% over the next 12 years due to an ageing population and more than double by 2050
    Autism 1.5% adult population
  • You cannot design for “neuro-diverse”
    It is not a category. It is a broad grouping of different needs to do with differing cognition
    The difference occurs in some very different ways
    Therefore design solutions need to solve for specific needs, such as memory or reading / comprehension challenges
  • ADHD attention deficit hyperactivity disorder
    CDD concentration deficit disorder
    Aphasia is impairment in the ability to use or comprehend words. Hard to remember the right word or understand one used.
    Apraxia is the difficulty in speaking – may make speech slower or difficult to make certain sounds e.g. Str… Spl…
  • So don’t worry about the labels
    Worry about the underlying needs

    Developmental Adult Neurodiversity Association (DANDA) in the UK 
  • This is specific to Dyslexia
    Each category / type will have different strengths and challenges
  • This is specific to Dyslexia
    Each category / type will have different strengths and challenges
  • myrmidon is a follower who carries out orders without question (for those who may not have known!)
  • myrmidon is a follower who carries out orders without question (for those who may not have known!)
  • It is deceptively easy – just 3 steps
    It is a continuum
    You can start either by testing live products or understanding users more deeply in their needs and preferences in this design space
  • Update image

    The design is what you really want any and all users to experience
    For inclusion options could be universal design with redundancy built in or alternatives / adaptive design but consider impact on overall experience relative to priority from likely use and value

    Full journey or journey elements.

  • AT: Windows Eyes, Daisy player, ZoomText, AAC, VoiceOver, SSE Interpreter, Dragon, Braille display, JAWS, NVDA
  • quant/qual, behavioural/attitudinal
    Customer quotes/ video paired with our understanding of the inclusion market
  • User and market research + inclusive design + innovation
  • ×