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
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From barrier-free to delightful
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. We create the future.
Disability can produce a radical
new direction in mainstream design
-Graham Pullen
3. Disability
The outcome of the
interaction between a person
and barriers.
International Classification of Functioning (ICF)
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
6. Designing for delight
begins with a balance of
small pleasures
and
consideration.
Dana Chisnell in thedelightfulexperience.com/
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. What signs suggest that you are
about to have a good
experience?
Or at least Not. A. Bad. One.
9. When we think about standards, we
rarely think abouut delight
10. When we think about standards, we
rarely think abouut delight
This is not delightful
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”
13. People want feel as if they
are being paid attention to
and that their needs were
anticipated.
Dana Chisnell in thedelightfulexperience.com/
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. 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
41. 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.
42. 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
48. 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
49. Expand your recruiting reach
Be explicit about being inclusive
Use snowball methods
Go where the people are
50. 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).
51. 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?
52. 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.
Hinweis der Redaktion
Social view of disability – shift from the medical/rehabilitiation view.
It’s the environment that is disabling.
ISO brought usability and accessibility together with an overlapping definition
Do you have a favorite seat on an airplane? I do. It’s seat 21A or 21C on almost any United flight.
So I always want to pick my seat.
Let’s go back to that story about airline seats.
These days, being able to pick a seat isn’t such a big deal…
When a friend called – just a little surprised.
Until I remember that she uses the web through a screen reader.
Bad expectations met – the black hole we are in
High expectations met – the goal – what we hope not to notice
High expectations dashed – the danger – antipatterns and bad design
Low expectations exceeded – the moments of delight
Accessibility flips this – too often, looking for Not A Bad One
Living in that bad lower left corner of poor expectations met.
This is about how we change this!
When we talk about accessibility, you probably think about something like this.
I can see your faces falling. This isn’t what you hoped for, is it?
But this is no way to create delight.
This isn’t delightful either.
And there’s a bigger problem: it’s all about implementation, not the initial design.
It’s things that are testable, not things that are usable and useful. Like good content.
And because too often we have things that are Accessible? Usable? Universal?
Let’s go back to that story about airline seats.
These days, being able to pick a seat isn’t such a big deal…
When a friend called – just a little surprised.
Until I remember that she uses the web through a screen reader.
Clear purpose also means well-defined goals, including the range of devices, but also the range of people
Oxo Good Grips
Structure isn’t just hidden things, though much of the structure of an experience is hidden.
But this ramp on the left, could never become this one without being completely transformed.
Shape, material, relationships, color, and craftsmanship are both structure and design
Have to start with goal of delightful experience.
There’s nothing remarkable about this site – it’s just the base Wordpress theme.
It’s all easier now – mature standard. Accessible ready themes.
In both the UK and US (and maybe other places) the government digital services web frameworks come with accessibility built in. Just what templates are supposed to do – get the plumbing right.
We can think about specialized devices.
One of the interesting things about an a11y project I’m working on is how many of the basic a11y needs turn out to be general human needs.
Like big enough buttons to tap when you’re in a moving car. Or being able to clear away the clutter.
Explain about the Frankenkindle
Putting these candidates into order is a simple drag and drop interface, that’s just not very simple if you can’t manage a mouse.
But add a button or two and you have options.
Testing – even some highly digital literate participants wanted the buttons – for ease. For clarity. And to know what they could do.
Non-visual interaction, not the same. Think about it differently.
Accessibility depends not only on standards, but on clear signposts that guide you through the space.
How many of you use real headings in Google docs – or do you just change the text size?
Can new, delightful features be "born accessible” – like including more than one form of transportation
Citizenship should not a design challenge
How can we make all the legal, regulatory, and instructional material easier to understand, so we can all participate in civic life?
Can we support people who don't read well, or just want an easy way to learn, mixing text and images.
U.S. National Assessment of Adult Literacy http://nces.ed.gov/naal/kf_demographics.asp
Below basic – only the most simple and concrete reading skills
Basic – able to manage everyday tasks
Intermediate – moderately challenging activities like consulting reference material
Proficient – interpreting text, comparing viewpoints
Below Basic: 14% or 30 million people
Basic: 29% or 63 million people
Intermediate: 44% or 95 million
Proficient: 13% or 28 million
What’s the right ALT text for this image?
Fox
Red fox
A red fox, standing on a pile of rocks, looking back at the camera
Red fox at Sachuest Point National Wildlife Refuge
It depends on context!
Can we make it visual AND accessible?
Expanding your recruiting reach
Expanding your recruiting reach
People and their activities are more important than any disability.