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From barrier-free to delightful

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What does it take to get from barrier-free to delightful experiences?

Meeting basic accessibility requirements is a critical first step. But let’s dream bigger. Let’s aim for accessible UX – great user experience for everyone. Creating innovations that include a more diverse range of interaction styles, and designs that are both inclusive and delightful starts by bringing together the whole team — from content to code. It means thinking about people, not just technology. It means finding allies and partners, new ways of working, making our tools really usable, and helping everyone manage change.

Updated May 2017

Versions presented at PhillyCHI, AccessU, IA Summit, Accessing Higher Ground

Published in: Design
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From barrier-free to delightful

  1. 1. What does it take to get from... Barrier-Free to Delightful Experiences Whitney Quesenbery Center for Civic Design @whitneyq | @civicdesign | @webforeveryone AccessU 2017
  2. 2. We create the future. Disability can produce a radical new direction in mainstream design -Graham Pullen
  3. 3. Disability The outcome of the interaction between a person and barriers. International Classification of Functioning (ICF)
  4. 4. Usability The effectiveness, efficiency and satisfaction with which the intended users can use a product to meet their goals ISO 9241-11 Accessibility The usability of a product, service, environment or facility by people with the widest range of capabilities. ISO 9241-20 User Experience A person's perceptions and responses that result from the use or anticipated use of a product, system or service. ISO 9241-210
  5. 5. Universal usability: creates delight
  6. 6. Designing for delight begins with a balance of small pleasures and consideration. Dana Chisnell in thedelightfulexperience.com/
  7. 7. 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
  8. 8. What signs suggest that you are about to have a good experience? Or at least Not. A. Bad. One.
  9. 9. When we think about standards, we rarely think abouut delight
  10. 10. When we think about standards, we rarely think abouut delight This is not delightful
  11. 11. 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”
  12. 12. Accommodation  Accessibility  Universal design
  13. 13. People want feel as if they are being paid attention to and that their needs were anticipated. Dana Chisnell in thedelightfulexperience.com/
  14. 14. What happens if we think about accessibility as user experience? Not rules, but thoughtful design Not disability, but experience Not tech, but people
  15. 15. 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
  16. 16. Clear purpose
  17. 17. Clear purpose
  18. 18. Solid structure
  19. 19. Solid structure
  20. 20. Easy interaction
  21. 21. Easy interaction
  22. 22. Easy interaction
  23. 23. Helpful wayfinding
  24. 24. Leap and land on the same words* * Caroline Jarrett
  25. 25. Helpful wayfinding
  26. 26. Helpful wayfinding
  27. 27. Clean presentation
  28. 28. Clean presentation
  29. 29. Clean presentation
  30. 30. Plain language
  31. 31. Plain language 43% of adults in the US read at basic or below basic levels
  32. 32. Plain language civicdesign.org/fieldguide
  33. 33. Accessible media
  34. 34. Accessible media
  35. 35. What does it take... ...to make accessible UX
  36. 36. It takes.... ... making it all work together to be simpler OpenIDEO original and redesigned
  37. 37. It takes.... ... getting out and meeting people Photos: Center for Civic Design / Oxide Design
  38. 38. Carol Jacob Lea Emily Steven Maria Trevor Vishnu Meeting all kinds of people
  39. 39. It takes.... ... engaging all types of expertise Photos: ITIF AVTI/CATEA
  40. 40. 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.
  41. 41. 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
  42. 42. It takes…. …changing your habits Photo: mtstcil.org
  43. 43. Usability and accessibility Twins separated at birth
  44. 44. Accessible UX means designing for diversity
  45. 45. 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
  46. 46. Bonus slides Including people with disabilities in user research and usability testing
  47. 47. Recruit "people" not "disabilities" Aptitude motivation, emotion, risk tolerance, persistence, optimism, tolerance for frustration Attitude current knowledge, ability to make inferences or innovate solutions, expertise, habits Ability needs and preferences for interaction and display, digital and reading literacy http://www.slideshare.net/danachisnell/character-creator
  48. 48. Expand your recruiting reach Be explicit about being inclusive Use snowball methods Go where the people are
  49. 49. Aim for a rich view Take time to ask how they work now Get them to show you the sites they use (or even find delightful). Explore what features are valuable, what barriers tolerable (or not) Go back over interactions to see why and how they worked well (or not-so-well).
  50. 50. Be open to different ways of using the web Are your research sessions flexible enough to adapt to a range of interaction styles? Are you open to variations in how they complete tasks? Are you flexible about the length of time for each session? Can you adapt the session to react to unexpected barriers?
  51. 51. Be prepared. Don't panic. Sharing a web address or task instructions  Set up bookmarks  Have easy-to-type page with links  Send a text message Getting past accessibility barriers  Decide in advance how (and when) you will assist with problems.  Be prepared by knowing the site well.  Know when you will abandon a task or ask them to persist.

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