ARENA - Accessibility

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HUMAN-CENTRED ORGANISATIONS
THE FUTURE OF WORK

Most products and services nowadays are unfortunately
not designed for all users.

Web Content Accessibility Guidelines

Who here is actively taking measures to ensure that their
services are accessible?
👋

Source: Nielsen Norman Group
Is the readability on your website good enough for people with visual impairments?

Is your office easily reachable for someone with a broken leg?

Is your door wide enough for someone with a baby stroller?

Is your experience enjoyable for color blind people?

Do your safety measures take everyone into account?

All these problems can easily be solved if we tackle them
from the start and not handle them as an afterthought.

Our Marketplace
S E R V I C E D E S I G N

Welcome
Marketplace, food & drinks
18:00
Marie van Driessche
VPRO Broadcasting
Ben Carpenter
Government Digital Service (GOV.UK)
Round Table Session
Debate
The Final Act
Networking
19:30
20:00
20:30
21:00

MARIE VAN DRIESSCHE
VPRO BROADCASTING

@marievandries
Inclusive Design,
more than you hear

Dutch Railways
Nederlandse Spoorwegen
General Data
Protection Regulation
GDPR🔑 GDPR🔑
🤙
GDPR🔑
🗣
@marievandries ARENA!live 2019

deaf Deaf
is used by Deaf people to
identify themselves as
culturally Deaf and have a
strong deaf identity
is used to describe or identify
anyone who has a severe
hearing problem

Sign language is
four-dimensionalSPACE TIME

yes ja oui
Sign language is not universal

Would you like to have lunch with me?
You - me lunch go?
The yellow ball is in the cupboard.
Cupboard ball yellow inside.

Bilingual
Spoken language as a second language
Additional disabilities

Designing for the Deaf
(for everyone actually)

Writing for the Web
(writing in general actually)

1 in 7 Belgian adults
have difficulty in reading,
writing and / or calculating
http://www.armoedebestrijding.be/wp-content/uploads/2019/01/cijfers_analfabetisme.pdf
https://onderwijs.vlaanderen.be/nl/cijfers-over-geletterdheid

Use headings and subheadings
Make one point per paragraph
Use short sentences: seven to ten words per line
Use bulleted lists

Use easy accessible language whenever possible
Write in a journalistic style: make your point and
then explain it
Write in an active form
Avoid unnecessary jargon and slang, which can
increase the user’s cognitive load

Use images, diagrams or multimedia for a visual
translation of the content
Chunk your content
Use white space
Include a glossary for specialized vocabulary and
provide definitions in simpler language

reading = effort

Subtitles / CC*
*closed captions

80% of people who watch
videos with closed captions on
are not deaf or hard of hearing.
https://www.3playmedia.com/2019/02/13/3-reasons-why-closed-captions-increase-youtube-views/

The advantages of
closed captioning;

Captions makes videos
accessible to a wider audience

Captions let viewers watch
videos in more places

Closed captions boost
video SEO

That’s very interesting. And now one of things you are
specializing in I mean you do so much stuff it is incredible. I
guess we can go on for two days probably talking about
what you are doing but one of the things that you do and
what you talk about a lot. I saw a talk from you on CSS Day
a while ago. It is about localization and culture research. So
I am also curious about the outsider look who live in the
Netherlands so are there some […] so what would make a
thing […] or are there things are specifically good for the
Netherlands that make an user experience specifically good
for the Netherlands. Are there such things?
Something that makes the experience good in the
Netherlands. If we are talking about good means meeting
expectations and being in line with what people actually do
then the good things for the Netherlands is the systems or
processes ways that are suitable for how people use it. For
example so I live here for three years now and when I go to
restaurants or like friends, people and we need to split the
bill and it is really common to use this app called tikkie and
of course there is many other variations of it where you can
just like send payment request ‘cause you need to split the
bill. And having lived in multiple countries I would say
Netherlands is the one where this one is really popular and
very commonly used because in Canada or you know in
Singapore it is not as so common to split the bill and
precisely to the cent. So I find that interesting. Yeah I owe
you four euros and 53 cents send me a tikkie. So perhaps this
app the existence of it and how it is meeting the user’s need
is good in this country but then if you […] if I tell my friend
V:
J:
https://vasilis.nl/gbi/2018/10/05/jenny-shen/
Transcripts?

Multimedia
solutions

Museum
tours
@marievandries ARENA!live 2019rijksmuseum & Wat Telt

Name*
Email*
Telephone number*
* obligatory

Preferred
contact options
Telephone
Email
Text
Other (please specify)
Comments

donotreply@email.com
(and with a telephone number only)

databases
digital forms
submit

Do not rely on
sound cues only
(use visual alerts as well)

Disability
Personal
Health
Condition
Disability
Mismatched
Human
Interactions
www.who.int

“I don’t have a disability;
society imposes a disability
upon me”
Eva Westerhoff

Design Thinking

Empathize - Define- Ideate -
Prototype - Test

Interact with us

Don’t ask us
Ask with us

Design with us

(and everyone actually)

(and everyone actually)
with
🤝

It’s just a human right
to be heard

It’s just a human right
to be heardincluded

http://lemelson.mit.edu/winners/thomas-pryor-and-navid-azodi

“Nothing about us,
without us.”
James Charlton

Marie van Driessche
@marievandries

BEN CARPENTER
GOVERNMENT DIGITAL SERVICE (GOV.UK)

Ben Carpenter
Inclusive Services Lead 
Government Digital Service 
@benaldo

GDS
Some things Ben cares about:

❏ Leo (4) and Dylan (7)

❏ Thinking about climate change

❏ Trying not to think about climate change

❏ Social justice and equality

❏ Whether his chickens are laying any eggs

❏ Government design

❏ Manchester City FC

❏ Tennis

❏ Running

❏ Running a campsite

❏ Climate change

I’m from the UK
Government  
Digital Service

GDS is part of the
Cabinet Office

GDS
Before GDS:

1,884 government websites

GDS
426,679 pieces of content: guidance,
transactions, forms & publications

 
4.4m visits per day

GDS
“transform the
relationship between
citizens and the state”

GDS
Services should make the most of the
internet-era technology, processes and
ways of working
GDS

GDS
Beware
the shiny
internet!

GDS
1 in 5 UK adults lack full basic digital
skills

Of them, two thirds are over 65 and
more than half have a disability
GDS

GDS
Services should be designed

GDS
around their users’ needs

Inclusive user-
centred service
design

GDS
around all their users and all
their needs

“Inclusion is about
vulnerable people”

GDS
‘People’
● Young, old

● Available, busy

● Healthy, unwell

● PhD, no GCSEs

● Happy, stressed

● Rich, poor

● Online, offline

● Tough, vulnerable

● Confident, unsure

● Experienced, new
GDS

GDSGDS
Siloes form around
stereotypes of who is
and isn’t vulnerable to
exclusion

GDS
We’re all vulnerable!
Hooray!

GDSGDS
We researched with people
building services across
government, from digital and
non-digital professions, delivering
services online and offline

Policy, language, standards
and guidance are limited to
online delivery and certain
types of inclusion

User-centred design is rarely
applied to phone, paper or
face to face interactions

There are 2 key
requirements for
building inclusive
services

The 1st requirement of inclusivity:
availability

Service scale
must match that
of users’ lives

cross-channel end to end service
Online
Face to face
Phone
Paper

cross-channel, cross-org, end-to-end service
Central govt dept A
Central govt dept B
Non-govt orgLocal govt
web
phone
paper
face to face
Start
End

The 2nd requirement of inclusivity:
effectiveness

GDS
All pain-points, barriers and
service failure are caused
by exceeding user capacity
GDS

Understanding
users’ capacity

GDS
Barriers are
inevitable,
but should
be minimal

GDSGDS
No barrier should be too
big to overcome

GDS
11 universal
areas of capacity
GDS

GDS
1. awareness

2. time

3. finance

4. access

5. evidence

6. interface capability
7. comprehension

8. self confidence

9. emotional state

10.trust

11.enthusiasm

GDSGDS
Awareness
eg knowing there’s a phone
line to call for help, knowing
the service exists at all

GDSCross-government service design community
Time
eg to gather information, fill out
forms, travel, spend time on
the phone, wait for a response

GDSGDS
Finance
eg to risk a fine, to pay a fee,
to get the bus, to use the
phone, to be away from work,
to risk other benefits

GDSCross-government service design community
Access
eg to an office, a printer, a
computer, a Citizens Advice
bureau or a photo booth

GDS
Evidence
eg to provide bank statements,
photo identification or
character witness statements

GDSGDS
Interface and
interaction skills
eg ability to talk face to face,
computer skills, verbal ability,
handwriting

GDS
Comprehension skills
eg ability to full understand
spoken advice, signage at a
venue, or written content

GDSGDS
Self confidence
eg belief in ability to
understand a process,
complete complex tasks or
deal with uncertainty

GDS
Emotional state
eg feeling psychologically
strong enough to take on a
task

GDS
Trust
eg confident that the
technology and people
involved will be secure and
reliable

GDS
Enthusiasm
eg to try an online version of a
paper form, to apply for help,
to agree to a request

GDS
1. awareness

2. time

3. finance

4. access
5. evidence

6. interface capability
7. comprehension
8. self confidence

9. emotional state

10.trust

11.enthusiasm

GDS
This framework helps us
de-silo our view of users
and our approaches to
service design
GDS

GDS
Fast services

Services that users have
enough time to complete
GDS

GDS
Cheap services

Services that users can afford
GDS

GDS
Straightforward services

Services that users understand
how to use
GDS

GDS
Reliable services

Services that users trust enough
to complete
GDS

GDS
Accessible services

Channels that users can reach
and use
GDS

GDS
1.Put services where
users can reach them
2.Design for all types
of exclusion

ROUND TABLE SESSION
SERVICE DESIGN PODCAST
@SDPODCASTER

THE FINAL ACT
DRINKS & NETWORKING
#ARENALIVE

ARENA - Accessibility

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