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Let's Talk Inclusion (and making UX more innovative)


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Whitney Quesenbery, Taapsi Ramchandani, Maggie Ollove
UXPA and IDXA NYC World Usability Day November 9, 2017

Of course we want to be inclusive...but where to start? There’s accessibility, language, digital inclusion, global, cultural, and socio-economic differences. Come learn how to broaden your research to include more voices in the people you meet and the stories you collect. And how to use those stories in a conscious act of innovation.

We’ll share some of our best research tips, introduce you to some of the people we’ve met, and tell you the stories that changed our product. Then, you’ll explore ideas for how to make your own work more inclusive. Hopefully, you will leave inspired to be an inclusion superhero and delight everyone who uses your products.

What you will learn:
- Ways to think about inclusion
- Ideas for increasing the diversity of your research participants
- Examples of how insights from inclusive research can expand and improve your product vision

Published in: Design
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Let's Talk Inclusion (and making UX more innovative)

  1. 1. Let’s talk about inclusion (and making UX more innovative) Whitney Quesenbery Taapsi Ramchandani Maggie Ollove NYC UCPA World Usability Day #LetsTalkInclusion #WUD @whitneyq @civicdesign @digitaldidi
  2. 2. inclusion /inˈklo͞ oZHən/ The act of including The state of being included Making someone part of something larger Bringing together and harnessing diverse forces in a way that is beneficial. Inclusion is about living full lives, about learning to live together. Inclusion is about our abilities – our gifts and how to share them. Inclusion is about all of us. It’s about change.
  3. 3. Map of WCAG
  4. 4. The outcome of the interaction between a person with an impairment and the barriers they may face. International Classification of Functioning (ICF) Disability
  5. 5. The outcome of the interaction between a person and barriers. International Classification of Functioning (ICF) Disability
  6. 6. We create the future. “Disability can produce a radical new direction in mainstream design.” Graham Pullen Design Meets Disability
  7. 7. Do you dream of creating something beautiful and useful…
  8. 8. …but create an experience that isn’t delightful for everyone?
  9. 9. Let’s think about people, not disabilities Carol Jacob Lea Emily Steven Maria Trevor Vishnu A Web for Everyone: Designing Accessible User Experiences Sarah Horton and Whitney Quesenbery @awebforeveryone
  10. 10. Stories from our work
  11. 11. Language includes people and creates trust "I am a citizen now. I have a right to vote."
  12. 12. How might we…Takeaway become more aware of the assumptions we make based on cultural/language differences? use language and framing to build trust with our research groups? I realized how important language was in doing research with immigrant populations. Fluency in English (or any language) is not an indicator of civic engagement.
  13. 13. The digital divide affects how we find information “I haven't received anything from anyone not even ballot issues.”
  14. 14. How might we…Takeaway unlearn our assumptions about using technology to learn more about the problems we're trying to solve? Speaking with people very different than us can uncover powerful insights. Design research reveals our own assumptions.
  15. 15. Don’t underestimate what neurodiversity can teach “I like things black and white. I don’t care much about the process.”
  16. 16. How might we…Takeaway actively include people with different sensory or cognitive reactions to better understand the rough spots, annoyances, or other subtle barriers in user experiences? Don’t underestimate the contributions participants can make to your testing.
  17. 17. Match your methods to your audience “Try texting them.”
  18. 18. How might we…Takeaway design our methods to adapt to the people we want to include? The method and tool used should match the people you are asking to use them. If one method doesn’t work, try another cause it may have different results.
  19. 19. Missing information can harm people too “I am not currently in state or federal prison or on parole for the conviction of a felony.”
  20. 20. How might we…Takeaway set aside time to do our ”homework” on the people and place where we want to do research? avoid putting participants at risk through misunderstandings or lost opportunities to educate? What people don’t know can be as important to how we learn about them as what they do know. Research can be an opportunity to share knowledge and educate.
  21. 21. Navigating relationships is a design problem “We are handed new rules without an explanation.”
  22. 22. How might we…Takeaway build a collaborative process with stakeholders to build trust and yield a better outcome? The context around research and testing can be as insightful as the research and testing itself.
  23. 23. Go where the users are
  24. 24. Don’t sweat the demographics (but do pay attention)
  25. 25. Invite everyone into the process
  26. 26. Let’s think about inclusion as user experience for everyone. Not rules, but thoughtful design Not disability or difference, but experience Not demographics to be met, but an invitation to learn
  27. 27. It’s your turn! How might a more inclusive approach or more inclusive research change your work? Language Neuro diversity Legal exclusion Social distance Digital divide Power dynamics
  28. 28. It’s your turn! Go back to the story you wrote before we began. Think about the people and situations we just introduced you to. Change your story to imagine how your work (or the things you use) would be different if they were created to be more inclusive. You have 10 minutes. How might a more inclusive approach or more inclusive research change your work?
  29. 29. It’s your turn! Find someone near you. Share your stories. Tell the other person one thing you liked about their story. You have 5 minutes. How might a more inclusive approach or more inclusive research change your work?
  30. 30. Let’s talk about inclusion Who heard a really great story?
  31. 31. Get in touch Whitney Quesenbery @civicdesign Taapsi Ramchandani @digitaldidi Maggie Ollove A Web for Everyone Rosenfeld Media @awebforeveryone Center for Civic Design @civicdesign