When designing a service consider the Holistic view. From current users, vulnerable users, complex users, future users, and those who deliver the service (including those in management) This talk was presented at the Techaus Fest in Glasgow - Digital Festival Launch.

1. Putting people first:
accessibility through design
Marie Cheung
@mariecheungsays @wearesnook

2. What do we mean by
‘accessibility’?

3. Service design
is about putting
people first.

4. | Slide title
End-to-end
Back-to-front
Inside and outside

5. 1. Engage, listen and learn
2. Design the whole experience
3. Do it, and do it again

6. 1. Engage, listen
and learn

7. | Slide title
What are the future needs of
Wheatley Group’s existing
and potential customers?
| Engage, listen and learn

8. 8 weeks
65 people
| Engage, listen and learn

9. How would you
design for Chris?
| Engage, listen and learn

10. “We need empathy to
understand complex needs”
– Member of Glasgow Disability Alliance
| Engage, listen and learn

11. Language is important.
Beyond plain English.
hemingwayapp.com
| Engage, listen and learn

12. Reduce bounce
rates when you
design with people.
Save money, time
and frustrations.
| Engage, listen and learn

13. | Slide title
How might we use digital
technologies to support
young people’s mental
wellbeing?
| Engage, listen and learn

14. 90% of 16 to
24-year-olds
in the UK use
a smartphone
| Engage, listen and learn

15. | Engage, listen and learn

16. Who likes GIFs?
| Engage, listen and learn

17. | Engage, listen and learn

18. 2. Design the whole
experience

19. Young people
13-21 year old
| Design the whole experience
Youth-related
workers
Service
managers,
planners &
policymakers

20. Resource Platform
Sign post to other services
and consider the whole
landscape / market
| Design the whole experience
Campaign
Instead of bringing users
to your service, bring your
service to the users
Toolkit
Teach other people how to
do it as they might have
better access to users.

21. | Slide title
How can we make our
designs more accessible to
the staff who will need to
take them onboard?
| Engage, listen and learn

22. A user journey captures details of a person’s
interactions over time in relation to a service.
| Design the whole experience

23. | Design the whole experience
Bring the story
to life in a film

24. 3. Do it,
and do it again

25. Her home in a nice
quiet location, present
satisfaction is high but
can you see the future
through a customer
survey?
| Do it, and do it again

26. Right time.
Right place.
Right interaction.
| Engage, listen and learn

27. | Do it, and do it again
We’re all part of
the solution.

28. | Slide title
It’s a way of asking
questions.
| Do it, and do it again

29. 1. Engage listen and learn
2. Design the whole experience
3. Do it, and do it again

30. Thank you!
@mariecheungsays @wearesnook wearesnook.com