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From barrier-free to delightful

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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

Published in: Design
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From barrier-free to delightful

  1. 1. From barrier-free to delightful Whitney Quesenbery Center for Civic Design @whitneyq | @civicdesign | @webforeveryone IA Summit - March 2017
  2. 2. Universal usability: creates delight
  3. 3. Designing for delight begins with a balance of small pleasures and consideration. Dana Chisnell in thedelightfulexperience.com/
  4. 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. 5. What signs suggest that you are about to have a good experience? Or at least Not. A. Bad. One.
  6. 6. When we think about standards, we rarely think abouut delight
  7. 7. When we think about standards, we rarely think abouut delight This is not delightful
  8. 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. 9. We create the future. Disability can produce a radical new direction in mainstream design -Graham Pullen
  10. 10. Accommodation  Accessibility  Universal design
  11. 11. Disability The outcome of the interaction between a person and barriers. International Classification of Functioning (ICF)
  12. 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. 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. 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
  15. 15. Clear purpose
  16. 16. Solid structure
  17. 17. Solid structure
  18. 18. Easy interaction
  19. 19. Easy interaction
  20. 20. Easy interaction
  21. 21. Helpful wayfinding
  22. 22. Leap and land on the same words* * Caroline Jarrett
  23. 23. Helpful wayfinding
  24. 24. Clean presentation
  25. 25. Clean presentation
  26. 26. Plain language 43% of adults in the US read at basic or below basic levels
  27. 27. Plain language civicdesign.org/fieldguide
  28. 28. Accessible media
  29. 29. What does it take... ...to make accessible UX
  30. 30. It takes.... ... getting out and meeting people Photos: Center for Civic Design / Oxide Design
  31. 31. Carol Jacob Lea Emily Steven Maria Trevor Vishnu Meeting all kinds of people
  32. 32. It takes.... ... engaging all types of expertise Photos: ITIF AVTI/CATEA
  33. 33. 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.
  34. 34. 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
  35. 35. It takes…. …changing your habits Photo: mtstcil.org
  36. 36. Usability and accessibility Twins separated at birth 37
  37. 37. Whitney Quesenbery whitneyq@wqusability.com wqusability.com @whitneyq A Web for Everyone rosenfeldmedia.com/books/a-web-for-everyone @awebforeveryone Center for Civic Design whitneyq@civicdesign civicdesign.org @civicdesgin
  38. 38. Thank you.

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