*Join us for a free workshop from Sigma, on their experience in using usability testing to understand all users behaviour* "Are we being inclusive?" Using the old to shape the new We all know usability testing can provide us with great insights in to a user’s behaviour, but when you only have an hour or so with your users you can miss a lot of detail and context from the users natural behaviours. Especially if they're using your product for the first time, are in an environment where they wouldn't normally be, and are unfamiliar with computers anyway. This talk will discuss the merits of having a research solution which incorporates excluded user groups such as the over 65's, and making a difference to the lives of people who could most benefit from technology. The session will close with by showing some inclusive design and development techniques you can use on your current website or apps that will help ensure you are meeting the needs of all your users. -- Jessie Blaynee - @woodelfy User Experience Research Coordinator @WeAreSigma Jessie spends a lot of time thinking about research methods for people typically excluded from digital design processes. In another life she was an Digital Account Executive for Aldi, and then an Information Architect at McCann Manchester. Jessie has an MA in Cultural Studies and is currently doing a part-time PhD at Salford University in User Experience Research. Chris bush - @suthen Chris is Head of Experience Design at @WeAreSigma Chris has over 15 years’ experience in interaction design, usability and accessibility, during that time he counts himself lucky to have worked on numerous successful high profile projects, across a wide variety of sectors and technologies, for both national and global brands including National Geographic, BBC Canada, InterContinental Hotels Group, Citizens Advice and AstraZeneca. Chris is a certified HCI Usability Analyst, and UX evangelist and an member of Northern UX group (http://nuxuk.org/), WaSP ILG, and WaSP Interact - a part of the global web standards project.

2. • What we mean by inclusion and over 65’s
• Our research project so far
• Assumptions around researching over 65’s
• Insights and themes so far…
• Understanding how we use devices
• Understanding the different types of impairment
• Some techniques to help you make your own sites
more inclusive
This evening we shall mostly be discussing…

3. Inclusion and Over 65s
Skills / Connectivity / Accessibility

4. If in doubt, think of PIES
• Physical
Affects the human senses and any visible level of interaction such as visual, aural,
speech, motor, seizure, or age-related problems, as well as other physiological
conditions.
• Intellectual
Affects knowledge level and cognitive processing such as cognitive, memory, lingual,
learning (literacy and associative), and educational or knowledge-awareness issues.
• Emotional
Affects perception, psychological state, and mental endurance, and includes
psychological, nervous (stress and anxiety), attention-related, and behavioral issues.
• Social
Affects brand attachment, interaction, and idealistic association and includes issues
related to findability, communicative or sociological barriers, assistive relevancy, and
environmental issues.

6. Computer use
by age
✤ Adoption is high for over 65’s
✤ BUT spend is low - they’re not
making financial exchanges
By developing our understanding of the
goals, challenges and motivations of this
increasingly important user group,
we will provide advice and guidance to help
organisations better meet needs and
expectations
Daily computer use by age group, 2006 and 2013
ONS, Internet Access - Households and
Individuals, 2013

11. “I have no idea what we just said my password was.
Can’t remember if my son’s name or cat’s” “I’m not ‘online’ but I use Facebook”
“I would never bank online,
or buy things on my iPad from Amazon or whatever.
I only buy things on my computer”
“Please update your browser? This totally gets me.
Don’t understand a word”
“on a computer you send, but on a phone
you share”
“just turning the phone on costs money”
“I can speak the language, but I can’t spell it”
“I just signed into Gmail now my name is all over
the place everywhere”
“It’s so tiny I can put it in my bra, or my knickers. I can put it anywhere” -
Woman who keeps all her passwords in a notebook

14. ‘Those core damn needs’

18. What did we learn?

19. Probably busier than you

20. They spend a lot more on
technology than you

21. The internet is daunting

24. “I researched one of the drugs my son is on to see the effects
of reducing/stopping it. Being able to do this convinced me to
make a doctors appointment for my son and as I have to
accompany him I will have much more knowledge about the
situation that I would have done without the Internet.”
.”
- Public Health Dorset Participant

25. There’s going to be ISM’s
[Race/Sex/Age etc] ..but that’s okay!

26. They’re all heartbroken
(like you)

27. “My two best friends died a couple of months ago [...] That's
someone that I used to contact, both of them and now I don't
contact them anymore. And this is what happens when you
get older - and people say why haven't you got a mobile
phone or a tablet? And I said I've got nobody left to call or get
in contact with”
.”
– Independent Age Participant

28. Dementia is not normal ageing

29. ‘The most feared illness in
those older than 50 years’
✤ 1 in 20 (5% of population older than 65)
✤ 1 in 5 (20% older than 80)
✤ 2 in 3 (67% of all people with dementia
are aged 80 and over)
AKA
If you live to be over 80, you have a
66.6% chance of getting some form
of Dementia
Dr Stephen Pearson
Consultant in older Adult Psychiatry
Devon Partnership Trust

30. “Importance of play”
(Jeff Coghlan)

31. “We got it from Game. It was good because it had everything we needed to
use it straight away. We didn’t need to buy anything else but may get more
games. I don't have much to say about it! James has Austim and before he
never used to speak to me! But he does now 'over the CoD'. [...] It takes me
a very long time to set it up. I need my husband Derek. I don't know how
long I can use it for, but it's lovely to hear James. He's a very clever boy. My
daughter Penny - James' mother also has to use the Cod.
[Question from JB about why brought it] That's not the only reason of course.
It started at Easter when the grandchildren brought their one... next time
they were on the train and couldn't, so I thought I would have one here for
them to play on. But of course I use it now! [How often]. Oh not often really,
a few times a month. Is that the sort of thing you want me to write in here?.”
– Amano Technologies Participant

32. “I’m all for that VR”
– Peaks and Plains Participant

35. Understanding how
we use devices

37. Input
devices
Touch
& gestures
Voice
Pointing
devices

38. Understanding the
types of impairment

39. Vision
Ability to see, or process visual
information
Hearing
Ability to hear, or process acoustic
information
Motor
Ability to interact with a
device accurately and
quickly
Cognitive
Ability in mentally demanding
areas such as reading, memory,
attention, or complex concepts
or language
Modified from the BBC GEL Accessibility guidelines

40. Vision
Blindness, low vision & colour
blindness
Hearing
Hearing loss
Motor
Dyspraxia, RSI, arthritis
and cerebral palsy
Cognitive
Down’s syndrome, Asperger’s
and dyslexia, learning
difficulties
Modified from the BBC GEL Accessibility guidelines

41. Vision
Forgot my glasses
Hearing
Watching a video in a noisy
environment
Motor
Temporary injury such
as a broken wrist
Cognitive
Tiredness, Stress, Hangover :D
Modified from the BBC GEL Accessibility guidelines

42. Some things we’ve
learnt about implementation

43. Think about
comprehension

49. Download PDF

50. Reduce the potential
for errors

55. Use finger friendly and
predictable controls

60. Primary action Secondary action Tertiary action

61. Primary action Secondary action Tertiary action

62. Primary action Secondary action Tertiary action

64. How you can
make a difference

65. • Cultivate stakeholder buy-in for your research
• Aim to get insight from over 65s
• Integrate longitudinal research in your processes for deeper insights
• Consider sharing your findings with other companies who may need it more.
(Charities, public services)
• Identify which of your users need the most support
• If evaluating an online service, investigate your user’s behaviour more
broadly than your site/app.
What brings them to your site/app?
What do they do once they leave?
Can you help them out a little more?
• Try to test in real situations (In the home)
• By helping the over 65 demographic you’re actually helping
a lot more people than you imagine.
How you can make a difference

66. Thank you!
Any questions?

67. Download these slides from
slideshare.net/wearesigma
wearesigma.com
@wearesigma @suthen @woodelfy
Thank you for listening