Accessibility as a Driver for User Experience

Accessibility as a Driver for User Experience

David Sloan and Sarah HortonWebVisions Barcelona 2015

Over a six-year period, the CEM [Customer Experience Methodology] generated measurable improvements in key metrics as high as 200%, in one recently reported project. Typically the improvements fall within the range of 40% to 150%. Key metrics measured depend on the client, but in the past have included revenue, cost savings, conversion rate, customer or user acquisition rate, and retention cost.—Mark Hurst

The Customer Experience Methodology, uxfor.us/creativegoodmethod

Poll: What other arguments do you use for investment and support in doing UX?

Poll: How often are you successful?

Perceptions around accessibility influence empathy

Example of accessibility audit spreadsheet

Fax of Department of Justice letter to niversity

Public shaming, private shaming, legal action. What other arguments can be made?

Sample Usability Attributes• Learnability: How easy is it for users to

accomplish tasks• Efficiency: How quickly can users perform learned

tasks?• Memorability: How easily can users reestablish

proficiency?• Errors: How many errors do users make, how

severe, and how easily can they recover?• Satisfaction: How pleasant is it to use the design?Usability 101: Introduction to Usability, uxfor.us/NNusability101

Sample Accessibility Attributes• 3.2.4 Consistent Identification: Components that

have the same functionality within a set of Web pages are identified consistently.

• 3.3.2 Labels or instructions: Labels or instructions are provided when content requires user input.

Web Content Accessibility Guidelines (WCAG) 2.0, uxfor.us/accessguides

Design with constraints: Mobile apps

By concentrating solely on the bulge at the center of the bell curve we are more likely to confirm what we already know than learn something new and surprising.—Tim Brown

Change By Design

Bell Curve

Who Benefits from Accessible UX

Example of accessibility audit spreadsheet

Accessibility barriers

Removed using universal design principles

Principles of Universal Design• Equitable Use• Flexibility in Use• Simple and Intuitive Use• Perceptible Information• Tolerance for Error• Low Physical Effort• Size and Space for Approach and Use

North Carolina State University, uxfor.us/universal-design

Building empathy through understanding

empat.io/arend

Learning accessible design patterns

The right column is a bad location for critical

information

Boston South Station lobby

Commitment through specification of policies and standards

“We have an organizational mandate that UX won’t hand anything to engineering that cannot be made accessible.”—UX lead at health information provider

Accessible Design Maturity Continuum

An Accessible Design Maturity Continuum, uxfor.us/mature-it

Accessibility is a creative challenge, not a challenge to creativity

Manifesto for Accessible User Experience, accessibleux.org

Thank you!@sloandr@gradualclearing