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Breaking Down Unintended Barriers in the Workplace

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As UX designers, we advocate for accessibility in our products, services, and experiences every day. But we often overlook our own workplaces. To make our teams and workplaces more inclusive for everyone, we need to be aware of the unintended barriers that we create for our current and potential employees who have physical or mental disabilities — which have surprising parallels to familiar concepts in UX. As a UX designer with hearing loss, Quinn will explore some of these barriers in connection to his own experiences, and share how we're uniquely positioned to take an active role in removing barriers in our workplaces to build stronger teams.

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Breaking Down Unintended Barriers in the Workplace

  1. 1. @quinnkeastwww.sli.do – #ixdaberlin Breaking Down Unintended Barriers in Your Workplace For More Inclusive Teams
  2. 2. @quinnkeastwww.sli.do – #ixdaberlin Think of a question during the talk? Please share on www.sli.do with 
 event code #ixdaberlin.
  3. 3. @quinnkeastwww.sli.do – #ixdaberlin Quinn Keast (@quinnkeast) Senior UX / UI Designer
 Marley Spoon
  4. 4. @quinnkeastwww.sli.do – #ixdaberlin →
  5. 5. @quinnkeastwww.sli.do – #ixdaberlin Graphic Designer ↓ UX Specialist ↓ UX Consultant & Co-Founder ↓ Senior UX / UI Designer
  6. 6. @quinnkeastwww.sli.do – #ixdaberlin Breaking down unintended barriers to inclusion in the workplace.
  7. 7. @quinnkeastwww.sli.do – #ixdaberlin Profound hearing loss.
  8. 8. @quinnkeastwww.sli.do – #ixdaberlin “Deaf as a post.”
  9. 9. @quinnkeastwww.sli.do – #ixdaberlin Volume !== Clarity.
  10. 10. @quinnkeastwww.sli.do – #ixdaberlin Clarity.
  11. 11. @quinnkeastwww.sli.do – #ixdaberlin Phones.
 Skype calls.
 Talking at a whiteboard. Spoken questions at the end of talks.
  12. 12. @quinnkeastwww.sli.do – #ixdaberlin Having hearing like mine 
 results in a lot of small things 
 going poorly.
  13. 13. @quinnkeastwww.sli.do – #ixdaberlin Winnipeg Transit “Peggo.”
  14. 14. http://momsiecle.com/2016/08/i-got-peggo-in-my-pocket/
  15. 15. @quinnkeastwww.sli.do – #ixdaberlin
  16. 16. @quinnkeastwww.sli.do – #ixdaberlin Having hearing like mine 
 usually results in a lot of 
 big things going poorly.
  17. 17. @quinnkeastwww.sli.do – #ixdaberlin 40% of Canadians with profound hearing loss are unemployed. “Employment and Employability.” Canadian Association of the Deaf - Association Des Sourds Du Canada, 
 cad.ca/issues-positions/employment-and-employability.
  18. 18. @quinnkeastwww.sli.do – #ixdaberlin Another 40% are underemployed. “Employment and Employability.” Canadian Association of the Deaf - Association Des Sourds Du Canada, 
 cad.ca/issues-positions/employment-and-employability.
  19. 19. @quinnkeastwww.sli.do – #ixdaberlin Only 20% of Canadians with profound hearing loss have full-time employment. “Employment and Employability.” Canadian Association 
 of the Deaf - Association Des Sourds Du Canada, 
 cad.ca/issues-positions/employment-and-employability.
  20. 20. @quinnkeastwww.sli.do – #ixdaberlin 1 in 8 people in Canada & Germany live with a disability. “7.8 million severely disabled people living in Germany.” - Statistisches Bundesamt (Destatis), 
 destatis.de/EN/PressServices/Press/pr/2018/06/PE18_228_227.html.
  21. 21. @quinnkeastwww.sli.do – #ixdaberlin Growing awareness and action around accessibility and inclusion in products and services.
  22. 22. Microsoft
  23. 23. Microsoft
  24. 24. @quinnkeastwww.sli.do – #ixdaberlin But…
  25. 25. @quinnkeastwww.sli.do – #ixdaberlin We often overlook our own workplaces.
  26. 26. @quinnkeastwww.sli.do – #ixdaberlin Barrier-free workplaces: more than the physical spaces.
  27. 27. @quinnkeastwww.sli.do – #ixdaberlin Barrier-free workplaces: in the processes and routines in our 
 day-to-day work.
  28. 28. @quinnkeastwww.sli.do – #ixdaberlin Most barriers are unintentional.
  29. 29. @quinnkeastwww.sli.do – #ixdaberlin ✘
  30. 30. @quinnkeastwww.sli.do – #ixdaberlin Unintentional barriers in the workplace have a huge impact on our ability to build and maintain diverse and inclusive teams.
  31. 31. @quinnkeastwww.sli.do – #ixdaberlin Our discipline gives us tools to find and break down unintended barriers.
  32. 32. @quinnkeastwww.sli.do – #ixdaberlin Unintended Barrier: 
 One Path for Everyone
  33. 33. @quinnkeastwww.sli.do – #ixdaberlin Show of hands: does your company carry out job interviews using video call tools like Skype?
  34. 34. @quinnkeastwww.sli.do – #ixdaberlin I would like to invite you to the first step of the process: a Skype phone call with one of our team members.
  35. 35. @quinnkeastwww.sli.do – #ixdaberlin
  36. 36. @quinnkeastwww.sli.do – #ixdaberlin Our products serve many types of users with different needs, goals, and pain points.
  37. 37. @quinnkeastwww.sli.do – #ixdaberlin We use many tools and methods that visualize these unique user journeys.
  38. 38. @quinnkeastwww.sli.do – #ixdaberlin Common theme: there’s a destination, and different users may get there in different ways.
  39. 39. @quinnkeastwww.sli.do – #ixdaberlin Many workplace processes only provide a single path for everyone.
  40. 40. @quinnkeastwww.sli.do – #ixdaberlin Breaking it down:
  41. 41. @quinnkeastwww.sli.do – #ixdaberlin Consider what “user paths” you have in your internal processes and workflows.
  42. 42. @quinnkeastwww.sli.do – #ixdaberlin Consider whether your processes are focused on channels & tools, or outcomes.
  43. 43. @quinnkeastwww.sli.do – #ixdaberlin Focusing on channels & tools often creates barriers, while focusing on outcomes opens up alternate paths.
  44. 44. @quinnkeastwww.sli.do – #ixdaberlin We can’t anticipate all the alternate paths, because they’re unique to everyone.
  45. 45. @quinnkeastwww.sli.do – #ixdaberlin I would like to invite you to the first step of the process: a conversation with one of our team members. We typically use Skype, but let me know if you’d like to use another method.
  46. 46. @quinnkeastwww.sli.do – #ixdaberlin Unintended Barrier: Mistaking Artificial Constraints for Hard Constraints
  47. 47. @quinnkeastwww.sli.do – #ixdaberlin The rise of the internet has been life- changing for people living with disabilities.
  48. 48. @quinnkeastwww.sli.do – #ixdaberlin
  49. 49. @quinnkeastwww.sli.do – #ixdaberlin Finally: the means to communicate on my own terms.
  50. 50. @quinnkeastwww.sli.do – #ixdaberlin Hearing loss doesn’t exist on the internet.
  51. 51. @quinnkeastwww.sli.do – #ixdaberlin Hearing loss doesn’t exist on the internet… until we decide it does.
  52. 52. @quinnkeastwww.sli.do – #ixdaberlin Remote work would be impossible with a hearing problem, because we use video calls for everything. Person, 9:30
  53. 53. @quinnkeastwww.sli.do – #ixdaberlin Why is it impossible?
  54. 54. @quinnkeastwww.sli.do – #ixdaberlin What can we change or evolve?
  55. 55. @quinnkeastwww.sli.do – #ixdaberlin Almost everything we do in our workplace is something we decided to do.
  56. 56. @quinnkeastwww.sli.do – #ixdaberlin The ways we work are flexible and constantly changing—unless we lose sight of that fact.
  57. 57. @quinnkeastwww.sli.do – #ixdaberlin How Might We?
  58. 58. @quinnkeastwww.sli.do – #ixdaberlin Breaking down barriers tends to benefit everyone.
  59. 59. @quinnkeastwww.sli.do – #ixdaberlin Have you forgotten, misunderstood, or missed something said in a meeting because you were tired, busy, or distracted, or because the speaker mumbled or misspoke?
  60. 60. @quinnkeastwww.sli.do – #ixdaberlin Would you benefit from having shared meeting notes or transcripts?
  61. 61. @quinnkeastwww.sli.do – #ixdaberlin Breaking it down:
  62. 62. @quinnkeastwww.sli.do – #ixdaberlin Ask “How Might We?” when presented with a new challenge related to accessibility in the workplace.
  63. 63. @quinnkeastwww.sli.do – #ixdaberlin I can’t do phone interviews with users; that’s okay. I have a team.
  64. 64. @quinnkeastwww.sli.do – #ixdaberlin Consider whether your workflows today may present barriers for anyone on your team.
  65. 65. @quinnkeastwww.sli.do – #ixdaberlin Recognize that it’s usually worth the effort to change: it’s likely that many others will also benefit.
  66. 66. @quinnkeastwww.sli.do – #ixdaberlin Unintended Barrier: Incorrect Mental Models & Unchallenged Cognitive Bias
  67. 67. @quinnkeastwww.sli.do – #ixdaberlin These come from real conversations I’ve had with people:
  68. 68. @quinnkeastwww.sli.do – #ixdaberlin Person, 9:30 I have a concern: how did it work until now with the hearing problem? We need to ask this, as we have many meetings and stand ups.
  69. 69. @quinnkeastwww.sli.do – #ixdaberlin Person, 9:31 Are you using sign language?
  70. 70. @quinnkeastwww.sli.do – #ixdaberlin Person, 9:32 We need to make sure that we are allowed to hire you.
  71. 71. @quinnkeastwww.sli.do – #ixdaberlin Knowing that I had a hearing problem changed how I was perceived.
  72. 72. @quinnkeastwww.sli.do – #ixdaberlin My experience. My work. My goals, values, achievements. My hearing.
  73. 73. @quinnkeastwww.sli.do – #ixdaberlin My experience. My work. My goals, values, achievements. My hearing.
  74. 74. @quinnkeastwww.sli.do – #ixdaberlin This is a challenge shared by many.
  75. 75. @quinnkeastwww.sli.do – #ixdaberlin Incorrect mental models and unchallenged cognitive biases change how people think about, and interact with each other.
  76. 76. @quinnkeastwww.sli.do – #ixdaberlin “Disclosing an autism diagnosis at work can hinder advancement. People’s low expectations of me were noticeable.”
 Sara Luterman (@slooterman) “Disclosure of Autism at Work Holds Risks and Benefits.” Spectrum | Autism Research News, 17 Sept. 2018, www.spectrumnews.org/opinion/viewpoint/disclosure-autism-work-holds-risks-benefits/.
  77. 77. @quinnkeastwww.sli.do – #ixdaberlin Not just how we perceive each other: also how we perceive roles and responsibilities in the workplace.
  78. 78. @quinnkeastwww.sli.do – #ixdaberlin Mental models around roles and responsibilities in the workplace tend to be exclusive, not inclusive.
  79. 79. @quinnkeastwww.sli.do – #ixdaberlin “… it’s not usual for someone with your hearing to make it into leadership.”
  80. 80. @quinnkeastwww.sli.do – #ixdaberlin Ongoing challenge of discrimination and stereotyping in the workplace.
  81. 81. @quinnkeastwww.sli.do – #ixdaberlin Breaking it down:
  82. 82. @quinnkeastwww.sli.do – #ixdaberlin Challenge your own mental models and be aware of cognitive bias.
  83. 83. @quinnkeastwww.sli.do – #ixdaberlin Ambiguity effect • Anchoring or focalism • Anthropocentric thinking • Anthropomorphism or personification • Attentional bias • Automation bias • Availability heuristic • Availability cascade • Backfire effect • Bandwagon effect • Base rate fallacy or Base rate neglect • Belief bias • Ben Franklin effect • Berkson's paradox • Bias blind spot • Bystander effect • Choice- supportive bias • Clustering illusion • Confirmation bias • Congruence bias • Conjunction fallacy • Conservatism (belief revision) • Continued influence effect • Contrast effect • Courtesy bias • Curse of knowledge • Declinism • Decoy effect • Default effect • Denomination effect • Disposition effect • Distinction bias • Dunning–Kruger effect • Duration neglect • Empathy gap • Endowment effect • Exaggerated expectation • Experimenter's or expectation bias • Focusing effect • Forer effect or Barnum effect • Form function attribution bias • Framing effect • Frequency illusion • Functional fixedness • Gambler's fallacy • Hard–easy effect • Hindsight bias • Hostile attribution bias • Hot-hand fallacy • Hyperbolic discounting • Identifiable victim effect • IKEA effect • Illicit transference • Illusion of control • Illusion of validity • Illusory correlation • Illusory truth effect • Impact bias • Information bias • Insensitivity to sample size • Irrational escalation • Law of the instrument • Less-is-better effect • Look-elsewhere effect • Loss aversion • Mere exposure effect • Money illusion • Moral credential effect • Negativity bias or Negativity effect • Neglect of probability • Normalcy bias • Not invented here • Observer-expectancy effect • Omission bias • Optimism bias • Ostrich
  84. 84. @quinnkeastwww.sli.do – #ixdaberlin Pay particular attention to confirmation bias.
  85. 85. @quinnkeastwww.sli.do – #ixdaberlin If you expect something to be the case, you’ll find or interpret evidence to support it while discounting or ignoring evidence that contradicts it.
  86. 86. @quinnkeastwww.sli.do – #ixdaberlin
  87. 87. @quinnkeastwww.sli.do – #ixdaberlin
  88. 88. @quinnkeastwww.sli.do – #ixdaberlin You may create barriers for others without meaning to.
  89. 89. @quinnkeastwww.sli.do – #ixdaberlin Challenge your team to challenge their own mental models and learn about cognitive bias.
  90. 90. @quinnkeastwww.sli.do – #ixdaberlin If you’re someone living with a disability, consider the pros and cons of self-disclosure.
  91. 91. @quinnkeastwww.sli.do – #ixdaberlin Self-disclosure is a very personal decision.
  92. 92. @quinnkeastwww.sli.do – #ixdaberlin quinnkeast.com/readme User guide to me and how I work.
  93. 93. @quinnkeastwww.sli.do – #ixdaberlin quinnkeast.com/readme — Guiding values. — How I work as a human. — Help you and I work together.
  94. 94. @quinnkeastwww.sli.do – #ixdaberlin Wrapping Up
  95. 95. @quinnkeastwww.sli.do – #ixdaberlin All of these stories involved unintended barriers to inclusion.
  96. 96. @quinnkeastwww.sli.do – #ixdaberlin All of those barriers lead to less diverse, less inclusive product teams.
  97. 97. @quinnkeastwww.sli.do – #ixdaberlin What other barriers exist in your workplace?
  98. 98. @quinnkeastwww.sli.do – #ixdaberlin You have the methods and the mindsets you need to find barriers that exist in your own workplace.
  99. 99. @quinnkeastwww.sli.do – #ixdaberlin Removing barriers for your team members and candidates creates an immediate feedback loop.
  100. 100. @quinnkeastwww.sli.do – #ixdaberlin You’ll see how it helps someone that you work with. Every day.
  101. 101. @quinnkeastwww.sli.do – #ixdaberlin Doing what you do every day— building empathy, telling stories, driving change—can create a 
 culture of inclusion.
  102. 102. @quinnkeastwww.sli.do – #ixdaberlin A culture of inclusion makes it easier to fight for diversity and inclusion in our products and services.
  103. 103. @quinnkeastwww.sli.do – #ixdaberlin A culture of inclusion makes for stronger, better, and more desirable workplaces.
  104. 104. @quinnkeastwww.sli.do – #ixdaberlin Find an unintended barrier. 
 Break it down. 
 Tell us about it.
  105. 105. @quinnkeastwww.sli.do – #ixdaberlin Thank you.
  106. 106. @quinnkeastwww.sli.do – #ixdaberlin Questions? www.sli.do
 Event code #ixdaberlin

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