Making information accessible for all
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Sam Tilston presented findings from user testing of the Scottish Government's mygov.scot website to evaluate accessibility. 10 participants with various impairments and demographics tested the site using assistive technologies. Key findings included a need for consistency, prioritizing calls to action, improving headings, reviewing language and terminology, and addressing minor usability issues. The testing also revealed that online experience and problem solving skills can be a bigger factor than impairments, and accessibility is part of enabling digital participation for all.
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Making information accessible for all
- 1. Making information accessible for all Sam Tilston, User Researcher 08 June 2016 @sam_tilston
- 2. 2
- 3. Single platform for Scottish Government information and services online 3
- 5. 5 What does accessibility mean? “The design of products, devices, services, or environments for people with disabilities.” Source: W3C
- 6. 6 Why is accessibility important? • Nearly one in five people of working age (1 million, or 19%) in Scotland are disabled • By pension age almost 50% of us will be disabled • Current projections for 2037 suggest the number of people in Scotland aged 65+ will increase by 59% Source: gov.scot and gov.uk
- 7. 7 Why do accessibility testing? • Uncovers issues that audits or automated testing won’t • Provides a better understanding of how people will actually use the website • Identifies broader usability issues
- 8. 8 Our approach 10 people 6 male, 4 female 18 – 75 5 x 3 x 2 x
- 9. 9 Participants Retired manager 49 Retired engineer 66 Sales assistant 54 Skills development 50 Unemployed 35 Retired typist 75 Care home worker 23 Receptionist 67 Student 18 Employability officer 39
- 12. Key findings for mygov.scot 12
- 13. 13 Consistency
- 14. 14 Prioritisation of ‘calls to action’
- 19. 19 Some other findings • Online confidence and experience a bigger factor than impairments • Problem solving is required to complete some journeys • A reminder to not make assumptions around literacy • Need to further explore cognitive aspects through user testing • Accessibility is part of the bigger picture of Digital Participation
- 20. Thank you Sam Tilston User Researcher Sam.Tilston@gov.scot 0131 244 0827 @sam_tilston
Editor's Notes
- Hello, my name is Sam Tilston I’m a user researcher at Scottish Government, where I work in the Digital Directorate (in the User Research and Engagement team) My role is to help ensure that end users and citizens are part of the process when the government designs digital services (so mainly websites) I’m here to talk about how we help make information accessible
- The case study that I’m going to talk about is the some of the work we’ve been involved with on the mygov.scot website. I’m not sure if anyone here has heard about it? It’s aim is to provide access to public services in Scotland You can see a variety of information available to members of the public
- It’s proposition is to be a single platform for Scottish Government information and services online Lots of different services and information across government, but the aim is to provide access in one place without needing to know the provider This is beneficial for end users Also: Up to date, credible information Plain language Consistent experience no matter who you are Based on user needs
- Mygov.scot follows something called the ‘Digital First Service Standard’ It’s a list of criteria that the site follows and number 1 on the list is to be user centred, which is where my team comes in We conduct research with members of the public to inform the development of the site and test/validate aspects that have been created We do primarily usability testing, but also accessibility testing
- Inclusive design address a broad range of issues in making technology available to and usable by all people whatever their abilities, age, economic situation, education, geographic location, language, etc. Accessibility focuses on people with disabilities
- 1 in 5 people in Scotland of working age are disabled - http://www.gov.scot/Topics/People/Equality/disability By pension age almost 50% of us will be disabled Use of assistive technology (AT) increases with age with 52% of of AT devices used by those 65+ We live in an aging population It’s about ensuring that the website can be used by anyone regardless of their situation
- Observing real people interact with the site will provide richer insight around how people will actually use the site It’s not that the audits and automated testing aren’t important – we need both It’s better for everyone who wants to use the site
- We carried out sessions with a mix of people across Scotland (range of gender and ages) 5 with visual impairment, 3 physical impairment, 2 cognitive impairment Carried out representative tasks on the site to review overall accessibility and some specific areas e.g. video content
- Wide mix of people Different devices – tablet, laptop and desktop Use their own technology (Magnifiers, screen-readers, stylus, touch screen, keyboard input)
- Four common categories Need to be careful with categorization as there is a large variety within categories e.g. Blind - Screen reader vs. low vision Physical – wheelchair user vs. motor issues Severity and degree/level of impairment Multiple impairments
- Illustration of an example of assistive technology Picture is of ZoomText with colour inversion to increase contrast Other common examples are screen readers which read out text on screen for visually impaired users, joystick/keyboard only for physical impairments, etc.
- Design patterns Occasionally the layout/structure is inconsistent 3 column layout to single list Zoomed in user can lose context
- If purpose is specific then need a clear route or call to action CTA not always a link or button, could be a phone number or piece of content
- Screen readers to scan through content Visually to pick out key words Sub-headings used to clarify Pattern beginning to see around use of search (elderly/less tech savvy don’t use) Focus on words e.g. go to ‘Money and Tax’ for council tax
- Importance in search – variant terms / related terms e.g. ‘elderly’ Focus on ‘your’ care needs, not someone else
- Minor usability e.g. on tablet, content below the fold Delays in accordion drop-downs Search a bit slow to react Lack of use of right hand side links Stacked cards interaction can be distracting
- Journey through mygov.scot to find information successful Current stats show 80% of user coming to our site and then exiting so this is important
- Thanks Questions?