Presentation at the IA Summit 2017
Why can’t we make it easier to be accessible?
Why can’t we aim for great user experiences that are also accessible? Creating accessible technology has to go beyond minimal compliance with standards that meets the law but may not be usable.
We need a bigger goal: creating delight for everyone. We’ll start by exploring what makes a delightful experience and how a good balance small pleasures and anticipated needs supports accessible UX in both big and small ways. Like any UX, this concern for users has to be part of every design decision.
But we also need to think about what it takes to make this happen. It means incorporating a wider range of people into user research and usability testing, and making accessibility a core requirement, not an afterthought. But most of all, it takes tools that are designed to support accessibility. We’ll look at some of the progress… and some of the failures that hold us back.
This presentation is also available as a seminar in the All You Can Learn Library at aycl.uie.com
3. Designing for delight
begins with a balance of
small pleasures
and
consideration.
Dana Chisnell in thedelightfulexperience.com/
4. What we expect
Low expectations High expectations
Whatweget
BadexperienceGoodexperience
Low expectations
Bad experience
Expectations met
High expectations
Bad experience
Uh-Oh
High expectations
Good experience
Expectations met
Low expectations
Good experience
Pleasant surprise
5. What signs suggest that you are
about to have a good
experience?
Or at least Not. A. Bad. One.
6. When we think about standards, we
rarely think abouut delight
7. When we think about standards, we
rarely think abouut delight
This is not delightful
8. Tweet exchange:
Alistair Duggin
Testing Web content for
acessibility with WAVE,
Checklists, keyboard, content
scaling & screen readers
@webaim
webaim.org.resources
17 oct 2016
Caroline Jarrett: All good
stuff for mechanical
accessibility, but I couldn’t
see anything for ”does the
content make sense”
9. We create the future.
Disability can produce a radical
new direction in mainstream design
-Graham Pullen
11. Disability
The outcome of the
interaction between a person
and barriers.
International Classification of Functioning (ICF)
12. Usability
The effectiveness,
efficiency and
satisfaction with which
the intended users can
use a product to meet their
goals
ISO 9241-11
Accessiblity
The usability of a
product, service,
environment or facility
by people with the
widest range of
capabilities.
ISO 9241-20
13. What happens if we think about
accessibility as user experience?
Not rules, but thoughtful design
Not disability, but experience
Not tech, but people
14. Principles for Accessible UX
1. People first: designing for differences
2. Clear purpose: well designed goals
3. Solid structure: built to standards
4. Easy interaction: everything works
5. Helpful wayfinding: guides users
6. Clean presentation: supports meaning
7. Plain language: creates conversation
8. Accessible media: supports all senses
9. Universal usability: creates delight
34. It takes...
...a team (working together)
To make something as simple as a heading...
• A UX researcher identifies user needs.
• An information architect suggests keywords.
• A content strategist plans the tone.
• A content author writes the text.
• A web producer tags it as a heading.
• A visual designer decides on its appearance.
• A web specialist creates the style.
• And the tech team makes sure the servers are running.
35. It takes...
...focusing on the impact on people
Type of problem What it means
Slammed doors
(critical)
Barriers that stop someone from using an app or
feature successfully – or at all
Frustrating
(serious)
Problems that slow someone down, or force them into
work-arounds
Annoying
(moderate)
Things that make the experience less pleasant (maybe
even enough to leave)
Noisy
(minor)
Minor issues that damage credibility but are unlikely
to cause problems
Do you have a favorite seat on an airplane? I do. It’s seat 21A or 21C on almost any United flight.
So I always want to pick my seat.
Let’s go back to that story about airline seats.
These days, being able to pick a seat isn’t such a big deal…
When a friend called – just a little surprised.
Until I remember that she uses the web through a screen reader.
Bad expectations met – the black hole we are in
High expectations met – the goal – what we hope not to notice
High expectations dashed – the danger – antipatterns and bad design
Low expectations exceeded – the moments of delight
Accessibility flips this – too often, looking for Not A Bad One
Living in that bad lower left corner of poor expectations met.
This is about how we change this!
When we talk about accessibility, you probably think about something like this.
I can see your faces falling. This isn’t what you hoped for, is it?
But this is no way to create delight.
This isn’t delightful either.
And there’s a bigger problem: it’s all about implementation, not the initial design.
It’s things that are testable, not things that are usable and useful. Like good content.
And because too often we have things that are Accessible? Usable? Universal?
Social view of disability – shift from the medical/rehabilitiation view.
It’s the environment that is disabling.
Structure isn’t just hidden things, though much of the structure of an experience is hidden.
But this ramp on the left, could never become this one without being completely transformed.
Shape, material, relationships, color, and craftsmanship are both structure and design
Have to start with goal of delightful experience.
There’s nothing remarkable about this site – it’s just the base Wordpress theme.
It’s all easier now – mature standard. Accessible ready themes.
In both the UK and US (and maybe other places) the government digital services web frameworks come with accessibility built in. Just what templates are supposed to do – get the plumbing right.
We can think about specialized devices.
One of the interesting things about an a11y project I’m working on is how many of the basic a11y needs turn out to be general human needs.
Like big enough buttons to tap when you’re in a moving car. Or being able to clear away the clutter.
Explain about the Frankenkindle
Putting these candidates into order is a simple drag and drop interface, that’s just not very simple if you can’t manage a mouse.
But add a button or two and you have options.
Testing – even some highly digital literate participants wanted the buttons – for ease. For clarity. And to know what they could do.
Non-visual interaction, not the same. Think about it differently.
Accessibility depends not only on standards, but on clear signposts that guide you through the space.
How many of you use real headings in Google docs – or do you just change the text size?
U.S. National Assessment of Adult Literacy http://nces.ed.gov/naal/kf_demographics.asp
Below basic – only the most simple and concrete reading skills
Basic – able to manage everyday tasks
Intermediate – moderately challenging activities like consulting reference material
Proficient – interpreting text, comparing viewpoints
Below Basic: 14% or 30 million people
Basic: 29% or 63 million people
Intermediate: 44% or 95 million
Proficient: 13% or 28 million
What’s the right ALT text for this image?
Fox
Red fox
A red fox, standing on a pile of rocks, looking back at the camera
Red fox at Sachuest Point National Wildlife Refuge
It depends on context!
Expanding your recruiting reach
People and their activities are more important than any disability.
Throughout the design process.
And when we bring them together, we are on the first step towards delight.