from barrier-free to delightful

From barrier-free

to delightful

Whitney Quesenbery

Center for Civic Design

@whitneyq | @civicdesign | @webforeveryone

IA Summit - March 2017

Universal usability: creates delight

Designing for delight

begins with a balance of

small pleasures

and

consideration.

Dana Chisnell in thedelightfulexperience.com/

What we expectLow expectations High expectations

Wh

at w

e ge

tB

ad e

xper

ien

ceG

oo

d e

xper

ien

ce

Low expectationsBad experience

Expectations met

High expectationsBad experience

Uh-Oh

High expectationsGood experience

Expectations met

Low expectationsGood experience

Pleasant surprise

What signs suggest that you are

about to have a good

experience?

Or at least Not. A. Bad. One.

When we think about standards, we

rarely think abouut delight

When we think about standards, we

rarely think abouut delight

This is not delightful

Tweet exchange:

Alistair DugginTesting Web content for acessibility with WAVE, Checklists, keyboard, content scaling & screen readers @webaimwebaim.org.resources17 oct 2016

Caroline Jarrett: All good stuff for mechanical accessibility, but I couldn’t see anything for ”does the content make sense”

We create the future.

Disability can produce a radical

new direction in mainstream design

-Graham Pullen

Accommodation Accessibility Universal design

Disability

The outcome of the

interaction between a person

and barriers.

International Classification of Functioning (ICF)

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

What happens if we think about

accessibility as user experience?

Not rules, but thoughtful design

Not disability, but experience

Not tech, but people

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

Clear purpose

Solid structure

Solid structure

Easy interaction

Easy interaction

Easy interaction

Helpful wayfinding

Leap and land on the same words*

* Caroline Jarrett

Helpful wayfinding

Clean presentation

Clean presentation

Plain language

43% of adults in the US read

at basic or below basic levels

Plain language

civicdesign.org/fieldguides

Accessible media

What does it take...

...to make accessible UX

It takes....

... getting out and meeting people

Photos: Center for Civic Design / Oxide Design

Carol Jacob

Lea Emily

Steven

Maria Trevor

Vishnu

Meeting all

kinds of

people

It takes....

... engaging all types of expertise

Photos: ITIF AVTI/CATEA

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.

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

It takes….

…changing your habitsPhoto: mtstcil.org

Usability and accessibility

Twins separated at birth

37

Whitney Quesenberywhitneyq@wqusability.com

wqusability.com

@whitneyq

A Web for Everyonerosenfeldmedia.com/books/a-web-for-everyone

@awebforeveryone

Center for Civic Designwhitneyq@civicdesign

civicdesign.org

@civicdesgin

Thank you.