usability & accessibility - mindset then methodology v1.0
TRANSCRIPT
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www.gapingvoid.com
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mindsetthen
methodology
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What I want you to do
Site VisitorsGive feedback.Poor service is not to be put up with.
Site Owners/Designers/BuildersGet out of your head and into the world of your customer. Then do your thing.
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Throughout history, the winners have been the businesses thatunderstand who their customers are,communicate with them, andmake their wants and needs an integral part of their business.
Michael Wilson, CEO - there.com
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Simple, clear purpose and principles give rise tocomplex and intelligent behaviour.
Complex rules and regulations give rise tosimple and stupid behaviour.
Dee Hock
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Customer-centric
• From the customer’s perspective– their needs & concerns
• Task focussed– they come to your site to do something
• Could be to get information
• Conversational– a flow of implicit and explicit questions
and responses
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Other-centric
• Organisation• Products & Services• Technology• Design• The Brand• Content
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We throw up some content. You go fetch it.
The “go fetch” model
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Where are these sites centred?
the customer
products & services
the organisation
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How many customer-centric?
Org/Product Customer
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13,200 pixels
1,680 pixels
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Accessible UsableWebSite
Accessible does not mean equally unusable for everyone.There is some overlap between usability and accessibility.If it’s not usable, it won’t be accessible (to anyone).
Usability & Accessibility
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Plan/Design/Build:
Accessible is boring/LCD. Usability tested.Result:
People with impairments frustrated.
Plan/Design/Build:
Both integral through the complete process. Fully tested.Result:
Maximum reach.
Plan/Design/Build:
No planning. Not tested.Result:
May look pretty, may satisfy a niche audience. Generally useless.
Plan/Design Build:
Accessibility bolted on after.Result:
Compliant, theoretically OK
Accessible
Usable
Usability vs. Accessibility
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Accessibility Myths
• Accessibility only benefits blind or vision-impaired users.
• Accessibility means sites are dull and boring
• Building an accessible site is expensive• People should view a web site the way the
designer intended• Keep to text-only
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Speed of task completion
Deaf Blind Low
vision Mobility Reading 4 million careful owners
Beehive Bioethics Council Community Net Companies Office Department of Labour Embassies Employment Relations Service Ministry for the Environment GCSB Good Practice Funding Government Jobs
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0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
0 2 4 6 8 10
Task Completion Time
Sar
tisf
acti
on
Speed of Completion = Satisfaction
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Accessing a site with impairments
• Getting into their world. We can’t really know – but these ideas may help in understanding.
• Deaf – your site is in a foreign language with some recognisable words
• Blind – your site pages are accessed in a linear fashion from top to bottom– There are some facilities to skip forward/backward
• Low vision – your screen is 320x240 resolution with perhaps poor colour and fuzzy
• Mobility impaired – you must “tab” to the link or form field you want
• Reading impaired – some recognisable and unrecognisable words – hard to follow and process
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Some principles
1. Listen – understand – then put yourself in their place
2. Not everyone is the same– Determine the audiences– Understand the important differences
3. Tame your magpie – and your graphics designers4. It’s all about do’s
– Speed of task completion = satisfaction
5. Customers don’t care about you or your site– They care about themselves
6. You are a service provider7. Don’t overestimate the knowledge/skill of your
customers
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The common “branding” myth
• An organisation’s brand is:– Its logo– Its visual identity– Its branding statement, definition, …
• The brand is really:– The perception in the mind of the
customer.• The visual identity helps shape that perception.• The site usability is shapes it even more.
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Some actions
• Deal with the politics early– stakeholders tend to be stakeholder-centric
• Establish a (documented) site charter– this lays down the objectives and can be
referenced against for design decisions
• Branding – slave or master?– it has its place – keep it there
• Don’t be a bore – create a conversation
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Customers don’t care aboutyour websiteor your organisation.
They care aboutthemselves.
Show them you care about themand then they’ll start to care about you.
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Let’s build a site
• Who are the audiences?
• What are their needs?• What do they want to do?
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Thank you.
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Contact MikeMike OsborneWeb SuccessP. 04 934 2821M. 021 675 010E. [email protected] W. www.websuccess.co.nz
Blog: www.NoWombats.com
Mike OsborneAccEase LtdP. 04 934 2821M. 021 675 010E.
W. www.AccEase.com
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