from barrier-free to delightful
TRANSCRIPT
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 [email protected]
wqusability.com
@whitneyq
A Web for Everyonerosenfeldmedia.com/books/a-web-for-everyone
@awebforeveryone
Center for Civic Designwhitneyq@civicdesign
civicdesign.org
@civicdesgin
Thank you.