This document discusses inclusion and making user experiences (UX) more innovative. It defines inclusion and discusses how inclusion is about living full lives and sharing abilities. The document then discusses various aspects of inclusive design like the social model of disability, designing for neurodiversity, adapting research methods to different audiences, and building trust with stakeholders. It encourages thinking about inclusion as a user experience for all and not just about rules or demographics. The document concludes by asking attendees to think about how a more inclusive approach could change their work and sharing stories in breakout groups.

1. Let’s talk about
inclusion
(and making UX more innovative)
Whitney Quesenbery
Taapsi Ramchandani
Maggie Ollove
NYC UCPA World Usability Day
#LetsTalkInclusion #WUD
@whitneyq @civicdesign @digitaldidi

2. inclusion /inˈklo͞ oZHən/
The act of including
The state of being included
Making someone part of something larger
Bringing together and harnessing diverse forces in a
way that is beneficial.
Inclusion is about living full lives, about learning to live together.
Inclusion is about our abilities – our gifts and how to share them.
Inclusion is about all of us.
It’s about change.

3. Map of WCAG

4. The outcome of the
interaction between a person with
an impairment and the barriers they
may face.
International Classification of Functioning (ICF)
Disability

5. The outcome of the
interaction between a person
and barriers.
International Classification of Functioning (ICF)
Disability

6. We create the future.
“Disability can produce a
radical new direction in
mainstream design.”
Graham Pullen
Design Meets Disability

7. Do you dream of creating something beautiful and useful…

8. …but create an experience that isn’t delightful for everyone?

9. Let’s think about people, not disabilities
Carol Jacob
Lea Emily
Steven
Maria
Trevor
Vishnu
A Web for Everyone: Designing Accessible User Experiences
Sarah Horton and Whitney Quesenbery
@awebforeveryone

10. Stories from our
work

11. Language includes people and creates trust
"I am a citizen now. I have a right to vote."

12. How might we…Takeaway
become more aware of the
assumptions we make based on
cultural/language differences?
use language and framing to build
trust with our research groups?
I realized how important
language was in doing
research with immigrant
populations.
Fluency in English (or any
language) is not an indicator of
civic engagement.

13. The digital divide affects how we find information
“I haven't received anything from anyone not even ballot issues.”

14. How might we…Takeaway
unlearn our assumptions about
using technology to learn more
about the problems we're trying to
solve?
Speaking with people very
different than us can uncover
powerful insights.
Design research reveals our
own assumptions.

15. Don’t underestimate what neurodiversity can teach
“I like things black and white. I don’t care much about the process.”

16. How might we…Takeaway
actively include people with different
sensory or cognitive reactions to
better understand the rough spots,
annoyances, or other subtle
barriers in user experiences?
Don’t underestimate the
contributions participants can
make to your testing.

17. Match your methods to your audience
“Try texting them.”

18. How might we…Takeaway
design our methods to adapt to the
people we want to include?
The method and tool used
should match the people you
are asking to use them.
If one method doesn’t work, try
another cause it may have
different results.

19. Missing information can harm people too
“I am not currently in state or federal prison or on parole for the
conviction of a felony.”

20. How might we…Takeaway
set aside time to do our ”homework”
on the people and place where we
want to do research?
avoid putting participants at risk
through misunderstandings or lost
opportunities to educate?
What people don’t know can
be as important to how we
learn about them as what they
do know.
Research can be an
opportunity to share knowledge
and educate.

21. Navigating relationships is a design problem
“We are handed new rules without an explanation.”

22. How might we…Takeaway
build a collaborative process with
stakeholders to build trust and yield
a better outcome?
The context around research
and testing can be as insightful
as the research and testing
itself.

23. Go where the users are

24. Don’t sweat the demographics (but do pay attention)

25. Invite everyone into the process

26. Let’s think about inclusion as
user experience for everyone.
Not rules, but thoughtful design
Not disability or difference, but experience
Not demographics to be met, but an invitation
to learn

27. It’s your turn!
How might a more inclusive approach or more inclusive
research change your work?
Language
Neuro
diversity
Legal
exclusion
Social
distance
Digital
divide
Power
dynamics

28. It’s your turn!
Go back to the story you wrote before we began.
Think about the people and situations we just introduced you to.
Change your story to imagine how your work (or the things you use)
would be different if they were created to be more inclusive.
You have 10 minutes.
How might a more inclusive approach or more inclusive
research change your work?

29. It’s your turn!
Find someone near you.
Share your stories.
Tell the other person one thing you liked about their story.
You have 5 minutes.
How might a more inclusive approach or more inclusive
research change your work?

30. Let’s talk about inclusion
Who heard a really great story?

31. Get in touch
Whitney Quesenbery
whitneyq@civicdesign.org
@civicdesign
Taapsi Ramchandani
taapsi@civicdesign.org
@digitaldidi
Maggie Ollove
maggie@civicdesign.org
A Web for Everyone
Rosenfeld Media
@awebforeveryone
Center for Civic Design
civicdesign.org
@civicdesign