Draft version of a CSUN talk describing the use cases that should be considered in design for inclusive customer experiences

1. The Ten Commandments of Accessibility
(and then some…)

2. Claudio Luis Vera
Head of Strategy, Stark
About us
User Experience Manager, UKG
Marcelo Paiva

3. Where did these come from?

4. The CVAA
The 21st Century
Communications and Video
Accessibility Act

5. Performance
Objectives
Can apply to anything with
an IP address.

6. Future-proof
The CVAA can apply to anything
with an IP address
Apps
Kiosks
Gaming
Collaboration
VR / AR
Self-driving ca
Appliances
Smart homes
Broadcast Video

7. How does the CVAA define the
term “accessible”?

8. ‣ Operable without vision
‣ Operable with low vision and limited
or no hearing
‣ Operable with little or no color
perception
‣ Operable without hearing
‣ Operable with limited manual
dexterity
Provide at least one mode that is…
‣ Operable with limited reach and
strength
‣ Operable with a Prosthetic Device
‣ Operable without time-dependent
controls
‣ Operable without speech
‣ Operable with limited cognitive skills

9. Operable without vision
Applies to blind people using your product
‣ Screen readers
‣ Audio description
Also helps anyone who is not looking at the screen
‣ Read this article…
‣ Read my email

10. Operable with low vision and
limited or no hearing
“Provide at least one mode that permits operation by users
with visual acuity between 20/70 and 20/200, without relying
on audio output.”
‣ Magnification
‣ High contrast mode

11. Operable with little or no color
perception
Don’t make color the sole source of information

12. Operable without hearing
Applies to d/Deaf or hard of hearing users. And
also helps anyone that doesn’t want to use audio.
‣ Captions, subtitles, transcripts
‣ Visual alerts
‣ Visual alarms
‣ Haptic alarms

13. Operable with limited
manual dexterity
“Provide at least one mode that does not require
user fine motor control or simultaneous actions.”
‣ Single-hand operation
‣ Oversize controls
‣ Hands-free mode
‣ Voice control

14. Operable with limited reach
and strength
Especially applicable for kiosks and physical
installations.
‣ Wheelchair users
‣ Little people
How will this apply to self-driving cars?

15. Operable with a prosthetic device
Controls shall be operable without requiring body
contact or close body proximity.
‣ “Glove mode”
‣ Affects all touch screens
‣ Does this apply to game and VR controllers?

16. Operable without
time-dependent controls
“Provide at least one mode that does not require a response
time or allows response time to be bypassed or adjusted by
the user…”
‣ Authentication controls

17. Operable without speech
“Provide at least one mode that does not require a response
time or allows response time to be by-passed or adjusted by
the user over a wide range.”

18. Operable with limited cognitive skills
“Provide at least one mode that minimizes the cognitive,
memory, language, and learning skills required of the user.”
‣ People with cognitive difficulties
‣ Anyone who is distracted or multitasking
‣ Anyone who is driving
10

19. More commandments?

20. Operable without sight or hearing
Provide at least one mode that works with tactile devices, like a braille
display.
*

21. Has light sensitivity
Or is in dark surroundings

22. Has motion sensitivity
Or has a vestibular disorder

23. What if we take a
service design approach?

24. You could journey-map it

25. You could classify it in a data model
M1 M2 M3 M4

26. Mobility

27. M1
Walks slowly or uses a cane
‣ Will need more time to get around
‣ Will have a shorter range to go on foot

28. Uses a walker
M2 ‣ Will need more time to get around
‣ Will have a shorter range to go on foot
‣ Can handle a few steps
‣ Will want ramps

29. Uses a manual wheelchair
‣ Will need ramps
‣ Will need storage for the wheelchair in a vehicle
M3

30. Uses a scooter or
a motorized wheelchair
‣ Will need ramps
‣ Will need a dedicated vehicle
‣ Will need to know the horizontal clearance
‣ Will need to recharge
M4

31. Is easily disoriented
Will need good signage system
‣ You’ll need a strong mental model
‣ Data model will need to reflect the mental model

32. Owns a service animal
Will need frequent access to a pet relief area
‣ Is there a cleaning fee for service dogs?
‣ Is there a waiver of damage or a security deposit needed?
‣ Do they have amenities available for free or rent (e.g. dog
bed, dog bowls)
‣ Locations of pet relief areas

33. Has anxiety
Should not be hurried or faced with undue stress
‣ Do your timers or alerts add to anxiety?
‣ Do you use interstitials?

34. Is easily distracted
Should not presented with unnecessary stimuli
‣ Do you use interstitials or overlays?
‣ Do you use self-playing videos?

35. Is autistic
Will need easy access to quiet spaces
Will you need maps to those quiet spaces, too?

36. Doesn’t conform to
traditional or cis- genders
Inclusive use cases aren’t just for disabilities.
‣ Don’t ask for gender or salutations
‣ If you must ask, provide a means to update gender thro
self-service
‣ Provide a field for preferred name

37. Doesn’t understand English
(or the primary language)
‣ Provide support for multiple languages
‣ Provide support for internationalization
‣ Slow. Things. Down.

38. Doesn’t have a typical body size
Little people
People who are unusually large

39. Takeaways

40. The digital world and the physical world
aren’t separate silos.
True inclusion requires systems thinking that
goes back and forth across boundaries.

41. This is how you shift all the way left.
By having these use cases in mind, you can
be inclusive even in your earliest concept and
strategy stages.

42. Thank you.