Open Inclusion has designed and conducted a daily diary study with a small cohort of participants with very different lived experiences of disability and age. Here we share the
A presentation delivered to Immerse UK, January 2020 by Christine from Open Inclusion about VR and AR technologies. She covers off why and how designers can make immersive technologies that will be better for all users, including those with permanent, temporary or situational disabilities.
Inclusive design for connected and autonomous vehiclesChristine Hemphill
A presentation and short workshop on why and how inclusive design can improve intelligent mobility solutions. This was delivered at Catapult Connected Places in February 2020 at a session with a range of stakeholders on standards for connected and autonomous vehicle design.
Authenticate it! The power of inclusive insight in digital design.Christine Hemphill
Open Inclusion's presentation from Axe-Con March 2021, Deque's Conference on digital accessibility. We present our perspectives on why, when and how you can may wish to include disability and age-inclusive research participants and user testers in your design process to maximise your customer experience and product value.
You can find the entire slide deck from 4Ps Marketing's annual conference, Digital EDGEucation 2015. Hosted from Google UK in London on the 11th February, the 4Ps team and Friends of 4Ps presented a whole wealth of presentations about the latest in Search Marketing.
BBC approach to accessibility & how BS8878 enables others to do the sameJonathan Hassell
Presentation given by Jonathan Hassell (Director of Hassell Inclusion and lead author of BS8878) at User Vision, Edinburgh for Word Usability Day 2011.
Covers: why and how the BBC approach accessible; how BS8878 helps organisations understand the business case for accessibility; how it provides organisations with a framework to embed accessibility in their policies and web design processes; how hassell inclusion can help you move forwards in implementing BS8878 (read the blog at http://www.hassellinclusion.com/category/bs8878/ for more help)
Checking Our Footing: 16 Modern Accessibility Myths DebunkedJonathan Hassell
Many of the things accessibility advocates believe are out of date. Yes, the web industry has loads of myths about accessibility which we constantly need to battle. But some of the understanding of accessibility advocates is equally flawed.
In this talk to a11yLDN 2012 I challenge some of the accepted assumptions many of us hold that I believe are really not serving us, or the disabled and elderly people we are trying to help, well at all. In their place I detail some more researched, more effective findings from which to continue to grow our influence in the web community.
Find the original blog, and join in the discussion at: http://www.hassellinclusion.com/2011/12/accessibility-myths-2011/
A presentation delivered to Immerse UK, January 2020 by Christine from Open Inclusion about VR and AR technologies. She covers off why and how designers can make immersive technologies that will be better for all users, including those with permanent, temporary or situational disabilities.
Inclusive design for connected and autonomous vehiclesChristine Hemphill
A presentation and short workshop on why and how inclusive design can improve intelligent mobility solutions. This was delivered at Catapult Connected Places in February 2020 at a session with a range of stakeholders on standards for connected and autonomous vehicle design.
Authenticate it! The power of inclusive insight in digital design.Christine Hemphill
Open Inclusion's presentation from Axe-Con March 2021, Deque's Conference on digital accessibility. We present our perspectives on why, when and how you can may wish to include disability and age-inclusive research participants and user testers in your design process to maximise your customer experience and product value.
You can find the entire slide deck from 4Ps Marketing's annual conference, Digital EDGEucation 2015. Hosted from Google UK in London on the 11th February, the 4Ps team and Friends of 4Ps presented a whole wealth of presentations about the latest in Search Marketing.
BBC approach to accessibility & how BS8878 enables others to do the sameJonathan Hassell
Presentation given by Jonathan Hassell (Director of Hassell Inclusion and lead author of BS8878) at User Vision, Edinburgh for Word Usability Day 2011.
Covers: why and how the BBC approach accessible; how BS8878 helps organisations understand the business case for accessibility; how it provides organisations with a framework to embed accessibility in their policies and web design processes; how hassell inclusion can help you move forwards in implementing BS8878 (read the blog at http://www.hassellinclusion.com/category/bs8878/ for more help)
Checking Our Footing: 16 Modern Accessibility Myths DebunkedJonathan Hassell
Many of the things accessibility advocates believe are out of date. Yes, the web industry has loads of myths about accessibility which we constantly need to battle. But some of the understanding of accessibility advocates is equally flawed.
In this talk to a11yLDN 2012 I challenge some of the accepted assumptions many of us hold that I believe are really not serving us, or the disabled and elderly people we are trying to help, well at all. In their place I detail some more researched, more effective findings from which to continue to grow our influence in the web community.
Find the original blog, and join in the discussion at: http://www.hassellinclusion.com/2011/12/accessibility-myths-2011/
Case studies of implementing BS 8878 (CSUN 2012)Jonathan Hassell
Why is embedding web accessibility into your organisation's culture and processes so important? And what do organisations who have done this using BS 8878 say are the benefits? In this presentation Jonathan Hassell, the Standard's lead-author, answers these questions and poses one of his own: should BS 8878 become an International Standard, and if so, how?
Accessibility as Innovation - giving your potential users the chance to inspi...Jonathan Hassell
Many organisations seem to fear that making their products accessible means dumbing them down: they might then work for everyone, but they will lose a lot of their pizzazz in the process.
In this eAccess-13 presentation Jonathan Hassell presents the contrary view - that organisations that really look into the different needs of their disabled audiences often find this breaks them out of fixed positions, allowing them to take innovative leaps in product design.
Using examples from the typewriter to the iPhone classic ‘Zombies, Run!’ and his own recent projects involving the Microsoft Kinect games controller, Jonathan guides you through a way of thinking about product development which is inclusive, creative and potentially very lucrative.
2009: British Accessibility Standards - PAS-78 to BS8878Jonathan Hassell
Presentation given by Jonathan Hassell (Acting Chair of IST/45 - drafting committee for BS8878) at European Accessibility Forum in Frankfurt 2009.
Covers: why we needed a British accessibility Standard (rather than a European one); aims of PAS-78; the reason for updating it into BS8878; the big issues BS8878 will cover
Presentation at eAccess-12 (#eAccess12) on uKinect and sign recognition systems by Prof Jonathan Hassell, co-lead of uKinect project (www.ukinect.co.uk)
Providing better scaffolding - how BS8878 affects people designing inclusive ...Jonathan Hassell
Presentation given by Jonathan Hassell (Director of Hassell Inclusion and lead author of BS8878) at UK-UPA 'Call to action: Designing inclusive user experiences' event London, Sept 2011.
Covers: what accessibility is really all about (inclusive UX); how BS8878 helps organisations understand the business case for accessibility; how to embed accessibility in their business-as-usual; how different job roles each contribute to whether a product includes or excludes disabled and elderly people; how policies can facilitate or inhibit accessibility; now to make good decisions about accessibility; how to ensure you have the right user-research so your decisions are made on facts not assumptions; what BS8878 enables UX staff to do more easily; how hassell inclusion can help you move forwards in implementing BS8878
Celebrating diverse voices during lockdownAbilityNet
Technology creates opportunities, and also barriers.
In this FREE webinar, Abilitynet explored how individuals and organisations are working to ensure that neurodivergent communities are not socially distanced because of the challenges that technology and videoconferencing platforms can create.
We heard from Saba Salman, Editor of Made Possible, from ward-winning film-maker Matthew Hellett whose story features in the book and from Grace Eyre and Creative Future about their work.
Grace Eyre has launched an online friendship group while Creative Future has been delivering online writing groups for diverse writers.
Slides accompany a FREE AbilityNet webinar hosted in July 2021.
The webinar featured global business leaders, including Accenture, the Business Disability Forum and software company Intuit. Our head of Digital Inclusion, Robin Christopherson, MBE, focussed on Inclusive Design.
UX professionals have quickly become vital members of IT project and service design teams. However there are many instances they struggle to have the impact they should.
This brief presentations reviews the roles and responsibilities UX professionals have in teams, reviewing their power to influence others and create wonderful experiences for all.
Nudge is a concept rooted in behavioral economics that describes how minor design changes can markedly affect individual behavior. People tend to make decisions unconsciously and non-rationally. Research shows that a nudge helps redirect them, for better or worse. In this talk for World Usability Day 2018, Senior Industrial Designer, Ed Mitchell, discusses design "nudges" and their power to positively and negatively influence people and society. Overall, are nudges moving us towards a more objectively productive world, or are they always tainted by the self-serving interests of the people / companies who design them into their products? Ed walks us through a range of examples from the realms of physical design, digital design, and UX design.
Be inspired to innovate, innovate to stay relevant. These were some of the main themes in Cynthia's presentation
Complete with numerous examples of how innovation can be actuated both from a personal and organisational standpoint. Cynthia reminded us that innovation is a process and not merely an outcome
Webinar: Bridging the gap - Presentation slidesILC- UK
This webinar explored how businesses and charities across the country are responding to the coronavirus crisis to help the most vulnerable in society continue to access the goods and services they need.
Case studies of implementing BS 8878 (CSUN 2012)Jonathan Hassell
Why is embedding web accessibility into your organisation's culture and processes so important? And what do organisations who have done this using BS 8878 say are the benefits? In this presentation Jonathan Hassell, the Standard's lead-author, answers these questions and poses one of his own: should BS 8878 become an International Standard, and if so, how?
Accessibility as Innovation - giving your potential users the chance to inspi...Jonathan Hassell
Many organisations seem to fear that making their products accessible means dumbing them down: they might then work for everyone, but they will lose a lot of their pizzazz in the process.
In this eAccess-13 presentation Jonathan Hassell presents the contrary view - that organisations that really look into the different needs of their disabled audiences often find this breaks them out of fixed positions, allowing them to take innovative leaps in product design.
Using examples from the typewriter to the iPhone classic ‘Zombies, Run!’ and his own recent projects involving the Microsoft Kinect games controller, Jonathan guides you through a way of thinking about product development which is inclusive, creative and potentially very lucrative.
2009: British Accessibility Standards - PAS-78 to BS8878Jonathan Hassell
Presentation given by Jonathan Hassell (Acting Chair of IST/45 - drafting committee for BS8878) at European Accessibility Forum in Frankfurt 2009.
Covers: why we needed a British accessibility Standard (rather than a European one); aims of PAS-78; the reason for updating it into BS8878; the big issues BS8878 will cover
Presentation at eAccess-12 (#eAccess12) on uKinect and sign recognition systems by Prof Jonathan Hassell, co-lead of uKinect project (www.ukinect.co.uk)
Providing better scaffolding - how BS8878 affects people designing inclusive ...Jonathan Hassell
Presentation given by Jonathan Hassell (Director of Hassell Inclusion and lead author of BS8878) at UK-UPA 'Call to action: Designing inclusive user experiences' event London, Sept 2011.
Covers: what accessibility is really all about (inclusive UX); how BS8878 helps organisations understand the business case for accessibility; how to embed accessibility in their business-as-usual; how different job roles each contribute to whether a product includes or excludes disabled and elderly people; how policies can facilitate or inhibit accessibility; now to make good decisions about accessibility; how to ensure you have the right user-research so your decisions are made on facts not assumptions; what BS8878 enables UX staff to do more easily; how hassell inclusion can help you move forwards in implementing BS8878
Celebrating diverse voices during lockdownAbilityNet
Technology creates opportunities, and also barriers.
In this FREE webinar, Abilitynet explored how individuals and organisations are working to ensure that neurodivergent communities are not socially distanced because of the challenges that technology and videoconferencing platforms can create.
We heard from Saba Salman, Editor of Made Possible, from ward-winning film-maker Matthew Hellett whose story features in the book and from Grace Eyre and Creative Future about their work.
Grace Eyre has launched an online friendship group while Creative Future has been delivering online writing groups for diverse writers.
Slides accompany a FREE AbilityNet webinar hosted in July 2021.
The webinar featured global business leaders, including Accenture, the Business Disability Forum and software company Intuit. Our head of Digital Inclusion, Robin Christopherson, MBE, focussed on Inclusive Design.
UX professionals have quickly become vital members of IT project and service design teams. However there are many instances they struggle to have the impact they should.
This brief presentations reviews the roles and responsibilities UX professionals have in teams, reviewing their power to influence others and create wonderful experiences for all.
Nudge is a concept rooted in behavioral economics that describes how minor design changes can markedly affect individual behavior. People tend to make decisions unconsciously and non-rationally. Research shows that a nudge helps redirect them, for better or worse. In this talk for World Usability Day 2018, Senior Industrial Designer, Ed Mitchell, discusses design "nudges" and their power to positively and negatively influence people and society. Overall, are nudges moving us towards a more objectively productive world, or are they always tainted by the self-serving interests of the people / companies who design them into their products? Ed walks us through a range of examples from the realms of physical design, digital design, and UX design.
Be inspired to innovate, innovate to stay relevant. These were some of the main themes in Cynthia's presentation
Complete with numerous examples of how innovation can be actuated both from a personal and organisational standpoint. Cynthia reminded us that innovation is a process and not merely an outcome
Webinar: Bridging the gap - Presentation slidesILC- UK
This webinar explored how businesses and charities across the country are responding to the coronavirus crisis to help the most vulnerable in society continue to access the goods and services they need.
The mismatch between information that people need and what we provide them withCILIP
Jane Fox (Programme Manager – The Information Standard, NHS England) and Jonathan Berry's (National Policy Lead – Health Literacy, NHS England) presentation at the CILIP 2017 Conference in Manchester #CILIPConf17
This session will be an interactive workshop session to explore the mismatch between the information that is produced in health and care and the level at which the target audience need it to be. The session will share real life examples of the problems, share good practice and introduce tools and techniques to help drive up not only the quality but the functionality of information for the public. Whether you commission, produce or want to be able to signpost to good quality information this session will equip you with what you need to know and what’s out there to help you. Although based on experiences in health and care information this will be of relevance to anyone that relies on consumer information that people can not only understand but also act on.
Corona Virus in China - Impact & Recovery - Ipsos Report - March 2020Next Ren Shanghai
After more than two months of fighting against Corona Virus, great progress has been made in China and situation is getting better. But with infections breaking out globally, the virus is not contained and people need to make great efforts to resist the virus.
Ipsos analyses the impact and recovery in China and hope to provide more information and reference to brands.
Key learnings are as below:
For China
To some extent we can expect to see a spike pattern in China during recovery, but many feel it will be a slower recovery than SARS, due to China’s global integration and the wider impact of the coronavirus which is now growing worldwide.
For Global
However, there are learnings to be taken from the China experience as other nations begin to face similar challenges with virus spread. China’s experience of restrictions was cushioned by strong support from digital platforms, cashless payment and efficient delivery and logistics for products and services.
For Brands
Brands have role to play in addressing new needs and providing reassurance to consumers. But consumers are wary of overt commercialism and opportunism as drivers.
Brands providing products and services that address practical and emotional issues are noted during the crisis. And there are opportunities to build your relationship and offer to customers.
Keynote Presentation: Mayo Clinic Embraces Social Media to Improve Clinical Practice, Research & Education
Presented by: Dr. Farris Timimi, Medical Director, Mayo Clinic Center for Social Media, Mayo Clinic
Dr. Timimi, a practicing Cardiologist, will share how Mayo Clinic fosters conversations and improves care with patients through social technologies. Dr. Timimi will provide specific case study examples of how The Center for Social Media at Mayo clinic is helping transition the patient-provider relationship from its current transactional nature to the future two-way partnership and open engagement model. Dr. Timimi will also present how social media progresses the patient education process.
www.bdionline.com
Here at Ogilvy CommonHealth, we have made it our business to understand how the trend towards personalised health can best be harnessed to improve health outcomes.
There is no doubt that this route has the power to achieve positive health change, but why – and more importantly – how can this be best achieved?
This is a draft version of a Corporate Parenting e-learning module, designed to be adapted for use in Scottish colleges. Distributed as a PowerPoint file, colleges can add local information, embed video and then save as a PDF or alternative format for delivery online.
An accompanying set of scenario-based assessment questions allows for the testing of applied knowledge in a college setting.
The content for this module was designed in partnership with New College Lanarkshire, The College Development Network and Who Cares? Scotland.
If you are a college based in Scotland and interested in obtaining a copy for your institution, please drop us a line at College Development Network (www.cdn.ac.uk).
This presentation was delivered as part of a seminar to the Child Health Evaluative Sciences (CHES) Research Group, based at The Hospital for Sick Children (SickKids) in Toronto, ON, Canada. The presentation focused on the importance and some of the practicalities of involving young people in research.
BILD Event – 21 March 2018 : Transforming care - Sharing solutions that make ...NHS England
Stream A – Developing Community Housing Solutions
Anna McEwan and James Rosborough from Shared Lives tell the story of three people who have been able to move from residential care settings into the community through their involvement in Shared Lives. The presentation also explains how Shared Lives works and how it can support the Transforming Care agenda.
A series of practical resources to enable leaders and professionals with direct reach to communities and an established, trusted relationship, for example community leaders, social prescribing link workers and faith leaders, to support their communities to reduce their risk of becoming seriously ill from Covid-19
Report launch - Moving the needle: Improving uptake of adult vaccination in J...ILC- UK
Launch of the Moving the needle report, produced by ILC-UK in partnership with Stripe Partners.
This event was chaired by Dr Noriko Cable, Honorary Senior Research Fellow, Institute of Epidemiology & Health, UCL. Speakers include:
Arabella Trower, Senior Consultant, Stripe Partners
David Sinclair, Chief Executive, ILC-UK
Dr Charles Alessi, Chief Clinical Officer, éditohealth
Jason James, Director General, Daiwa Anglo-Japanese Foundation
Dr Michael Hodin, CEO, Global Coalition on Aging
Learning Disabilities: Share and Learn Webinar – 30 March 2017NHS England
Topic: How can we meet the needs of children with complex behavioural challenge?
Guest speakers: Dame Christine Lenehan, Director,
Council for Disabled Children and Sue North, Acting Lead for Children and Young People Workstream, Transforming Care, Learning Disabilities Programme, NHS England
This webinar focuses on the work of the Lenehan Review which looked at children and young people with a diagnosis of learning disability, autism, mental health, challenging behaviour. Why does the system struggle currently and what could be done to change it so that children and young people have better outcomes.
Slideshare for the young peoples workshop for voluntary and community sector agencies in Hertfordshire, organised by Hertfordshire Public Health Service. There is also a word data pack
Intage india report for covid 19 phase 2 aug2020 IntageIndia
INTAGE India has conducted a survey across India in order to capture the journey of consumers with facts and figures as well as their emotional reactions in this regard - how our society would be changing during the unlock period and the new normal life in the future.
We conducted the 1st phase of our survey in April 2020 (during lockdown) and have conducted the 2nd phase (during unlock) to assess and forecast the situation.
Similar to Covid 19 inclusive diary study results (week 1 and 2) (20)
A presentation on app-based retail banking inclusion given at the Financial Conduct Authority in London, January 2019 by Open Inclusion. This presentation was sponsored by the Business Disability Forum.
Inclusion: underrated and unloved. Turning an ugly duckling into a swanChristine Hemphill
Inclusion is undervalued and impacted by myths that make it appear harder, of lower value and less exciting than it really is. This presentation discusses how we need to rebrand inclusion and accessibility to affect pervasive and deep change.
Wayfinding design that supports cognitive diversity - Open Inclusion 240402019Christine Hemphill
A presentation from Open Inclusion on designing wayfinding for people with hidden impairments from the April session of the Sign Design Society in London. Our presentation focussed most heavily on considerations and a methodology to design effectively for neuro-diverse users.
A presentation from Open Inclusion that details some of the differences and drivers of cognitive diversity as well as some design principles specific to just two groups: older people with memory loss and people who are dyslexic.
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
7 Alternatives to Bullet Points in PowerPointAlvis Oh
So you tried all the ways to beautify your bullet points on your pitch deck but it just got way uglier. These points are supposed to be memorable and leave a lasting impression on your audience. With these tips, you'll no longer have to spend so much time thinking how you should present your pointers.
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Covid 19 inclusive diary study results (week 1 and 2)
1. 1
www.openinclusion.com
@openforaccessPresented 22 May 2020
Insight from an inclusive diary study
How is life changing for disabled and older individuals in the time of COVID19
User insight on what’s changing, challenging, helping and hindering in these unusual times.
2. 2
Q&A
What next
Page 32
Key actionable insights
Pages 26-30
2. Some key take-aways
Two initial themes
Pages 10 - 24
Participants involved
Pages 8 - 9
Research goals and format
Pages 3 - 7
1. Our research
Content. What we’d like to share with you today
3. 3
We live in extraordinary times. What is the impact on members of our society who are
more impacted or in vulnerable situations and circumstances through this period?
In the midst of the imposed lockdown and the COVID-19 crisis in the UK, Open Inclusion
devised a diary study centred on customers with a range of lived experiences of
disability and/or older age to better understand these and other questions.
We asked 13 members of our research panel to keep a video diary 5 days a week over a
6 week period. What stood out to participants over this period? What (if anything) has
changed in the way they approach daily tasks? What gaps and opportunities can they
help us identify? How are they feeling and what is standing out that they would like to
see addressed or retained in the future?
Open leveraged our pan-disability and older consumer insights panel of over 500
people across the UK. We conduct qualitative research with the panel including in many
formats (currently all offered remotely) from focus groups, diary studies, in-home
ethnography, co-design, mystery shopping and usability testing.
About this research
4. 4
Specifically, we hope to better understand:
• Changes, challenges and adaptations faced by people with
a wide range of access needs, ages, and life circumstances
• New opportunities that are appearing for organisations to
help in response to changing needs.
We are focussing on the additional needs of disabled and older
people and impacts on these communities
The aim of this qualitative research is to better understand the impact of the UK’s coronavirus lockdown
on members of our society who are more impacted or in vulnerable situations and circumstances.
Research goals
5. 5
• We initiated a daily diary study
• With 13 participants
• Longitudinal, qualitative research
• Very diverse participants – all live with
one or more long term health
conditions, identify as disabled and/or
are specifically at risk of COVID-19 due
to age
• 6 core themes
• We are,
§ Watching (or reading) daily diaries
§ Thematically analyzing content
§ Capturing direct insight (quotes,
photos, screenshots)
§ Determining design guidance and
tips from the insights
We live in extraordinary times. The speed of change (still ongoing) is remarkable.
How do we know who’s being excluded, in what ways, how they’re impacted and what we can do?
6. 6
Food and basics Health and Fitness
Work Finances Leisure and Entertainment
Communication
We structured the research around 6 core themes
7. 7
Leisure and Entertainment
How are we keeping ourselves
amused?
What are we doing to stay
entertained and have fun? At
home activities from gaming and
streaming to cards and puzzles.
What’s keeping us / our families
entertained. What can’t we do?
What’s easier or harder to do?
Finances
How have our personal finances
been impacted or may be?
Has income been impacted? If
so, positively or negatively. Have
costs of living increased or
decreased? How have banks or
others such as the government
helped personal finance
management or made it harder?
Work
Who is still working and how has
our work changed?
How have the new restrictions
changed the manner of work
and our ability to do work
effectively? Balancing kids at
home, remote work, home
space, and tools? Also who is
working more, less or not at all?
Health and Fitness
How is our health? How is our
fitness within this period?
Has anyone fallen ill with COVID-
19 or anything else or supported
others in poor health? How’s the
health system managed prior
our changing needs? How is our
mental health? How are we
keeping fit? What’s working /not?
Food and basics
What are we buying? How are
we buying it? Delivery and use.
We all still need to eat and buy
household essentials. How are
we getting food and other
basics? Challenges in ordering
online, delivery or shopping in
store. What do people do? Food
preparation and nutrition also.
Communication
How we communicate, what we
are communicating and to who?
How we are engaging with each
other while physically isolated.
Includes phone, email, social
media, web conferencing, online
collaboration tools and more.
What issues are arising and
interesting new styles emerging?
Each day participants touch on any and each of these topics as relevant to their day
1 theme is the “priority theme” each week to allow a deeper dive into it and ensure insight from all
8. 8
8%23% 8% 8% 8%
Screen reader
Electric
Wheelchair /
scooter
Hearing
aid
BSL
communication
Manual
wheelchair
8%
Service
animal
Assistive
technology and
adaptive tools
23%38% 15% 15%
NeurodiversityDexterityMobility
31% 23%
Hearing Sight Mental health
Access
needs
Participant’s access needs and adaptation approaches, the balance across our 13 participants
9. 9
6 / 46%
0
1 / 8% 1 / 8%
3 / 23%
2 / 15%
0
1 /8%
Live with
partner /
spouse
Lives with
partner
and kids
<11 yo
Lives with
partner
and kids
12-18
Lives with
partner
and kids
18+
Lives with
parents
Lives alone Lives with
others
(friends,
other
family)
Lives in
community
(uni, care
home)
2 / 8%
1 / 15%
0
1 /23%
5 / 31%
2 / 8% 2 / 15%
Employed
(F/T)
Employed (P/T
/Casual)
Furloughed Unemployed Self-employed F/TStudent Retired
Participant demographics, employment status and living situation, 13 participants
Gender
77% 23%
10
Females
3
Males
“Disabled”
85% / 11 15% /2
“Just getting older”
Age Disability / Just older
Do you consider yourself to have an impairment,
disability or long-term health condition?
Where no, participants consider themselves “just
getting older”
Lives with… Employment status
30-49
50-69
15% / 270 +
31% / 418 – 29
23% / 3
31% / 4
11. 11* European Centre for Communicable Diseases. Report dated 24/4/2020
• Cases of COVID-19*
§ Globally 2.7m cases and 190,229 deaths reported
§ In the UK there were 138,078 cases reported and 18,738 deaths. The UK is
now predicted to have the highest number of deaths of countries in Europe,
somewhere between 26,000 and 66,000.
• One World: Together at Home concert was broadcast over the
weekend with 80+ international music stars performing from home to
support frontline healthcare workers and the WHO
• The shortage of PPE for NHS staff was becoming increasingly critical
and noted in mainstream media. The Health Secretary Matt Hancock
asked NHS staff “not to overuse PPE” as the British Medical
Association noted that staff were being asked to take unacceptably
high risks and the Royal College of Surgeons found 57% of surgeons
have faced shortages in the past 30 days.
• UK borders were all still open in contrast to many countries now
having shut their borders. 15,000 passengers are still arriving each
day the FT noted.
• The government furlough scheme came into force on the 20th April
What was happening in the UK more broadly at the beginning of this fortnight
12. 12
0
5
10
15
20
25
30
35
Happy
Frustrated
Thankful
Fearful
Angry
Stressed
Surprised
Sad
Valued
Key emotions felt
Week 1
Week 2
0
5
10
15
20
25
30
35
40
45
50
Food
and
essentialsHealth
andfitness
W
ork
Com
m
unication
O
ther
Leisure/entertainm
ent
Finances
Most commented-on themes (weekly comparison)
Week 1
Week 2
Key theme
week 1
Key theme
week 2
• Health, work and communications were the consistently most
important themes across the two weeks. Talking about finances
is probably impacted by a reluctance to share personal financial
challenges or concerns as openly as other categories.
• Emotions By week two participants were feeling less emotional
with fewer expressions of happiness, thankfulness, fear, anger
and sadness all lower in diaries. COVID-19 and the lockdown
were beginning to be spoken about as “the new normal”
• Enough bad news already! By week two one reason emotions
may have reduced was that many people were consuming less
daily Coronavirus news. Some limited the time of day they would
read the news to better manage their mental health. Positive
stories and moments such as the “clap for carers” helped also.
• Getting used to lockdown The early difficulties of transition to
lockdown were being adjusted to by individuals and
organisations. Businesses like supermarkets and banks were
responding to the initial explosion in demand and adaption to
new individual solutions were a few weeks in now. Some things
like the need for haircuts was building though!
How were people feeling overall and what changed between the first two weeks?
13. 13
Some key insights that emerged under the theme of communication
• There is a deluge of new approaches to learn and use
• Many tech-enabled formats are more accessible than they are usable with access needs
• Old formats are providing new connections
• Of course remote engagement is possible… now everyone needs it!
• Masks also mask visual communication such as lipreading and emotional expression
• People are reaching in and reaching out to others more than normal
• Adapting to abnormal is more normal to disabled people and their households
• A desire for remote engagement options to stick beyond the COVID-19 period
• Communication can be too much, too little or just not as wanted
• It can get hard – isolation, mental health and fears impacting communication
How we communicate, what we
are communicating and to who?
How we are engaging with each
other while physically isolated.
Includes phone, email, social
media, web conferencing, online
collaboration tools and more.
What issues are arising and
interesting new styles emerging?
Communication
Communication – the focus of Week 1
14. 14
1. A deluge of new tools to learn (us and them)
• Many participants are using new tools; Zoom, Google Hangouts,
Facebook video, Skype and WhatsApp now being used for work, social
and practical communication
• Participants and instigators of the sessions are still learning these
formats – e.g. our screen reader user read a book on how to use Zoom
with VoiceOver and then trained other blind colleagues.
• Captions are exhausting to read all day and not always available or
accurate.
Communication - the focus of Week 1. Key insights illustrated with specific stories
Communication
• Although tools are mainly accessible for use by people who adapt
content visually, engage or interact with it differently such as via
assistive technologies, they’re often not easy for disabled people to use,
especially for long periods each day. This includes setup.
• A dyslexic /dyspraxic participant finds it very confusing when needing
to both listen and engage with or read the chat / Q&As
• Broadband connectivity challenges hugely frustrated our BSL
participant as his screen kept freezing making communication
impossible “I felt like an outsider”
• Zoom audio was noted as particularly unintuitive by a student with a
long-term health condition who did her exams on Zoom
3. Old formats for new connections
• Old fashioned communication options such as chatting with neighbours
over a fence have also been noted by some participants, especially the
older ones. Phoning a friend is a respite from video calls for some.
• One participant swapped a home-grown cabbage for a bottle of
chardonnay with her neighbour
• Another noted she should remember to put her hearing aids in when
out walking if she is wanting to chat to neighbours
• Some participants noted that now everyone is at home many
alternative formats for studying or working from home that they have
asked for (and been rejected) in the past have been made available to
them.
• They hope that this will be maintained as this crisis passes as it could
help them be better included and able to engage in education, socially
and provide broader work opportunities
4. Of course it’s possible… now we all need it!
2. Tech tools are more accessible than usable
15. 15
Hear it directly from the participants
[Working on Zoom] is annoying cause people
send links and chat, and the Zoom call
finishes and then I can’t find the links cause
the chat is gone, so you have to actually open
the links while you are in the meeting. That is
quite frustrating. It’s a challenge, it will
always be, probably because of my dyslexia.
Female, 40s,
dyslexic/dyspraxic,
lives with partner Female, 20s,
Low IQ/ADHD,
lives with parents
I find it hard communicating with
friends because now that my
friends are not doing anything
such as working or going out or
doing things, it's very hard to call
them. Because when I call them
there isn't much to talk about.
Normally, if we go out, there is
more to say.
I want this to be over
to also be able to
talk to people again
[face to face].
Communication
16. 16
I got frustrated today because I
rely on BSL when communicating
with others via video
conferencing system.
When people talk over each other
or the broadband breaks down it
makes it difficult for me to see
what my interpreter is signing
(video freezes). I felt like an
outsider not being able to
participate fully.
Hear it directly from the participants
Male 50s, Deaf BSL,
Lives with partner
The online singing classes are
a great way of keeping in
touch with members for
social reasons and to combat
loneliness.
Female, 60s,
Multiple Sclerosis,
Lives with family
What I learnt through this
experience is that I'm probably
quite antisocial, I'm an introvert,
I quite like to have time on my
own. I can't face another
videocall and sitting over the
laptop again.
Female, 40s,
dyslexic / dyspraxic,
lives with partner
Communication
17. 17
Hear it directly from the participants
I don't listen to daily bulletin,
I can’t face that anymore!
I'm dismayed at prospect of long
and slow return to normality and
continued social distancing.
Airpods are really good for calls or
video calls on my mobile phone.
For when the video is on my hair is
getting a bit crazy from the angle I
hold my phone though! It may be
easier if I could get something like
a selfie stick to hold the phone
higher up.
Video calls are better on the laptop
but harder for me to manage.
Female, 60s,
Multiple Sclerosis,
Lives with family
Female, 80s,
lives alone
Communication
Male 30s,
Wheelchair user and limited dexterity,
Prefers using a mobile phone to a computer
Lives with partner
I don't need to know
how many people
are dying… It really
doesn't help me.
My helper came over
and we had a lovely
chat while maintaining
social distancing. It
was great to connect.
Female, 30s,
Chronic pain and
wheelchair user
Lives with partner
18. 18
F, 60s with Multiple
Sclerosis worried
about the impact of
stress on her MS
She was
communicating with
neighbours by
putting teddy bears
in her window
No lipreading:
Masks worn by
staff at a local
Waitrose made it
impossible for
our hearing-
impaired
participant to
understand
assistants
We asked each participant to fill out a “mood
map.” The dips were caused by frustration over
broadband issues on video calls, meaning their
BSL interpreter kept freezing
Images and mood maps – communication
19. 19
Some key insights that emerged under the theme of buying food and basics
• For those self-isolating, there is increasing reliance on fewer carers and friends / family
• Keeping to social distance guidelines is hard for some people with disabilities
• Initial heightened fears of getting basics are beginning to dissipate reducing problems
• It is still taking more time and effort to manage getting the basics
• Many are learning to make do with less
• Being defined as “vulnerable” is creating new divides (between brands and individuals)
• Some people have no option to remain independent in their shopping due to various
combinations of factors, exacerbated by long delays for online deliveries
• Inaccessible websites are (as always!) frustrating but now these have bigger impacts
• New foods are being cooked. Increasing creativity and interaction in the kitchen for some
• If going to a shop, participants are more often choosing smaller shops closer to home
What are we buying? How are
we buying it? Delivery and use.
We all still need to eat and buy
household essentials. How are
we getting food and other
basics? Challenges in ordering
online, delivery or shopping in
store. What do people do? Food
preparation and nutrition also.
Food and basics
Food and basics – the focus of Week 2
20. 20
• Freezer meals are offering more buffer between needing to go
shopping
• New foods being created. Some have been cooking more from scratch
as they have time and wish to keep healthy reducing their risk. One
young neurodiverse participant of our cohort baked bread in a crock
pot. Her mum helped simplify the recipe for her.
• Others have been getting more family help as the family have more
time to support in the kitchen.
4. Making do and getting creative
• Getting acknowledged as a “vulnerable” customer is very helpful to
some of the participants. This is defining their shopping habits as some
supermarkets have processed and confirmed the status. Others haven’t
• When orders arrive on time and as expected it is very strongly
appreciated. For some this is building deep brand loyalty.
• Cleanliness and early hours for vulnerable customers were noted as
appreciated by a Waitrose customer
• Another shopper noted great service and support with regular
deliveries from a local store who know she has specific needs
3. Specific support is highly valued and appreciated
• Communicating in the supermarket is difficult for deaf customers
especially with masks covering faces of assistants and muffling sound
• Putting things in the bag at the supermarket is hard for some yet they
need to go alone so can’t have someone help them
• One-way customer flow systems are very challenging to some such as a
dyslexic/ dyspraxic customer of a large store that had instituted this
• Anxiety increased for some as many other consumers didn’t seem to be
respecting social distancing guidelines or weren’t wearing masks
• Hard to get specific required foods like gluten or dairy free
2. Differing difficulties
• Many people are excluded from shopping independently in person
(self-isolating, inability to wait in queues without seating, inability to
maintain social distancing, difficulty getting there/back safely)
• Only some are classified as “vulnerable” and qualify for priority online
delivery slots. Even those classified don’t always get the slots they need
• Others are needing carers, friends or family to fill the gap and do the
shopping for them. For most it is harder and taking more of their time.
• For those self isolating and at significant risk, they are trying to keep
this to a small support network and may reduce other care demands
1. Reliance on others for helping to get the basics
Food and basics – the focus of Week 2. Key insights illustrated with specific stories
Food and basics
21. 21
Female, 20s, Living with Crohn’s
disease, full time student
Getting food for those like me is
an area where the government
has been quite lacking …
I don't know what I would do
without my friend because
there are certain things like my
dairy-free butter, dairy-free
low-fat cheese… vegan… things
that are specific for my Crohn's
related diet that the local
producers themselves don't do.
Sainsbury’s got in touch
with me, which I’m over
the moon about.
They acknowledged I’m
a vulnerable customer,
which is absolutely
amazing!
Female 20s Student with Motor Neuron
Disease. Mobility/dexterity needs, poor health.
Her family is doing the shopping just once a
fortnight to limit the risk of exposure.
It is slightly disappointing
the the government did not
manage to cover everyone.
[in the vulnerable customer
database]
However there is not much
to be done and we are
coping none the less.
Hear it directly from the participants
Food and basics
22. 22
Female, 40s,
dyslexic / dyspraxic,
lives with partner
Inside the store, we were meant to
follow a one-way system, where you
went up one aisle and then down the
other. But I don't necessarily shop up
and down every aisle.
I found I kept going the wrong way. I
couldn't get the hang of going the
right way at all.
It was also not clearly signed posted
where to go to the checkout.
Female, 50s, deaf,
uses a hearing aid.
Lives alone
It's quite an expedition these days going to
Waitrose.
Being deaf it is hard to hear behind those
masks, and I can’t see so that's not easy.
Female, 50s, Blind, lives with family
13-year loyal weekly Ocado customer
Ocado stopped the app pretty soon
after lockdown. Then the website
would take hours of waiting to get
onto was failing also. I was ordering
food between 3 and 5am. As I didn’t
know the website well it also took me
ages. Since then I have been put on
a priority list due to my past loyalty
I’ve been very lucky for being loyal
but no-one as acknowledged my VI
difficulties even though I can’t shop
independently in a supermarket.
Hear it directly from the participants
Food and basics
23. 23
F, 20s, Living
with Crohn’s
disease, student
When everyone was stock piling there were
restrictions on things like microwaveable
rice, so you could only buy two or three
packets at a time. This meant I wouldn't get
the serving that I would normally need to
get me through a week.
Female, 20s,
Low IQ/ADHD,
lives with parents
Her mum helped
simplify a recipe for
her so she could
bake some bread for
them all
Normally, I would struggle to
concentrate [with recipes] having
to read it once and remember it.
Then I would have to read it out
loud again before cooking. This
time, the steps were simple, so I
knew what I was doing.
Female, 50s,
Blind, lives
with family
BBC Good Food is
really useful and very
accessible, and I'm
mostly using Alexa for
recipes… it make my
life so much easier.
Male, 40s,
Mobility/dexterity
impairment, lives with
partner
He has limited his usual
care team from three to
just one and his partner.
It's great to have someone
who provides my care and
gets some groceries, who I
also know and trust to be
careful about not interacting
with too many people.
I got a a slot with
Waitrose and did
my first big shop
since the start of
lockdown (on 24/4)
Hear it directly from the participants
Food and basics
24. 24
The Great British Bake Off!
From men in their 70s (scones) to
women in their 20s who learn
differently (bread) or are partially
sighted (home made pizza).
Cooking bread in a crock-pot. Her mum
simplified the recipe for her. It made her happy
Using freezer food as a buffer
between shops
Categorised as “vulnerable” if very helpful to those
who need shielding and have got it. For others it has
been frustrating if they have not yet been included.
Images and mood maps – getting food and basics
Food and basics
26. 26
“In today’s complex and fast-moving world,
what we need even more than foresight
or hindsight is insight”
Napoleon Bonaparte
27. 27
Exclusion and its impacts are changing…
• New characteristics of exclusion: personal
characteristics and circumstances
• New impacts of exclusion
• Digital exclusion (due to accessibility,
usability / skills, tools, or connectivity) has
deeper impacts
• Mental health, social and financial
exclusion is shifting in reach and impact
• A little insight regularly is better when
uncertainty is high, and change is ongoing
so dated insight is no longer as relevant
x x
x xx
x
x
x
x
x
x
x
x
x
x
x
x
x
x
Hearing
Vision
Mobility /
dexterity
Cognition
Digital
access /
skills
Advanced
age
Health
conditions
At risk
professions
Communication
access needs
Financially
vulnerable
Start at the edges as they provide more insight per participant and deeper actionable insights.
Inclusive design is universally valuable, whereas designing for the centre excludes many.
29. 29
In-person communication
• Masks: Consider how masks hinder
communication and provide
alternatives such as written signs
or use digital apps (text based)
• Don’t assume, ask: Train staff to
understand a range of individuals
abilities or personal contexts may
drive behaviours. Assume less, ask
more. +80% disability is invisible.
• Visual communication: Provide
alternatives for people who may
not perceive or understand visual
communication (enhance &/ or
alternatives such as tactile floor
tiles to support one-way flow)
Digital tools
• Chose a tool that is accessible
and usable for all users
• Build inclusive communication
skills in your team / group
• Act to be accessible prior to
and through the session
• Assess: ask and learn from
those with diverse needs
• Vision: verbally describe all visuals
you wish to communicate
• Hearing: Captions, sign language,
cameras on and lighting
• Cognitive: One thing at a time.
Clarity, breaks and check ins
A few inclusive design guidelines based on these insights - communication
Tips to communicate in a way that includes all customers
30. 30
In-store purchases
• Specific times for people with
additional vulnerabilities. Share
data on higher volume periods
• Entering: seating for people
queuing (with ticket system)
• Wayfinding and flow: consider
visual and cognitive difference
when defining any new flows
• Staff service: More empathy
less judgement. Ask, “how can I
help”. Less assumptions.
• Payment: Reduce new checkout
challenges from clear screens
(VI) to bagging (dex/mob) or
cashfree (cognitive, POS access)
Digital purchasing (App / website)
• Understand the current extent and
points of digital exclusion for customers
• Provide layered customer service
support. Design with diverse customers.
• Load and stress robustness and stability
• Prioritise core journey accessibility
• Build / buy accessible to standards
• Embed end-end, design to delivery
• Test with diverse users (remote now)
• Prioritise improvements with an end-
to-end perspective (onboarding, find,
select, checkout, support, account)
• Delivery options. Understand how
deliveries impact customer experience
Tips for supporting diverse customers getting food and basics
A few inclusive design guidelines based on these insights – food and basics
32. 32
We have 4 more weeks of research and themes, more voices and stories to share
• 4 more themes to go, which are sure to bring more great insights
§ Health and fitness
§ Work
§ Finances
§ Leisure and entertainment
• The UK has seen significant changes to lockdown in the past few weeks
as some restrictions have eased while others remain in place. Our
participants are sharing their experiences of these ongoing changes.
• The end of our 6-week diary study will likely correspond to a period of
more change as lockdown eases further, schools reopen etc.
• We look forward to presenting more insights from our participants in
our next Insight Session.
Please contact us at contact@openinclusion.com if you or your
colleagues would like to attend the next session
• We also welcome interest in using this pilot as a base to resolve your
business’ current needs with tailored work identifying relevant insights
33. Contact us at contact@openinclusion.com to discuss how we can help
Are you interested in learning more?
Would you like us to share insights from the study with your organisation?
34. Thank you for your time!
contact@openinclusion.com
openinclusion.com@openforaccess
better for all