Inclusive research and innovation
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Open Inclusion is a consultancy focused on enhancing innovation and accessibility for individuals with disabilities and older consumers through user research, insights, and inclusive design. It emphasizes the importance of understanding extreme user needs to drive innovation, particularly with emerging technologies like wearables and smart devices, which often underutilize their potential. The document discusses various research methods and user insights gathered from over 300 participants, highlighting the challenges and opportunities for improving user interfaces and experiences.
![Personification and psychological connection
I love [Alexa’s] voice. Can’t get enough of it…
She is becoming part of the family…
Alexa is so easy just to ask that I think I’m getting to rely on her!
Lynn (Blind user)
Amazon Echo
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Inclusive research and innovation
- 1. Prepared for CSUN 17 2 March 2017 How to shorten the time to innovation & value Inclusive research for new user interfaces
- 2. open inclusion @openforaccess We provide: • User input & insights from people with disabilities & older consumers • Authentic & expert audits • Innovation & universal design thinking • Inclusion solutions, tools & training • Governance support & value analysis Open Inclusion is an accessibility and innovation consultancy.
- 3. Open’s essence We identify and remove hurdles between customer and product or service providers so that both can achieve to the fullest of their ambitions.
- 4. Open helps businesses understand & embed inclusion Creating value for customers, staff & brands Authentic insight Simply better Innovation catalyst Measure value Embed competence Usability +
- 5. Authentic insight Guidelines are not sufficient guides Ask your users. Gain real insights We have a user panel of +300 people who - Have sensory impairments - Have mobility/dexterity impairments - Are cognitively diverse - Have complex (mixed) conditions - Are over 65 years old We do mainly qualitative user research, both behavioral and attitudinal. In physical, digital and hybrid environments.
- 6. Innovation catalyst It’s amazing what you find when you take a different perspective. We have have designed and created innovative products • for PWD and • with universal design differences identified through research and understanding of specific access needs Some examples include: • Sonification of graphs • Personalisation tools • Gamified sign language learning system
- 7. New insights for the new things • Digital interfaces are everywhere • Embedded into everything • Options are rapidly expanding beyond keyboard in and visual out for communication - us to the device - the device to us There has been an explosion in the capability and omnipresence of digital technology
- 8. Technology is here to solve people’s problems
- 9. It has escaped the study and is now in the hand, eye, stove, lights, car, train station… Individual Technology Smart Homes Smart Cities
- 10. New technology is arriving at speed in 3 forms at once New Devices New User Interactions New Solutions
- 11. It’s hard to keep up. New, ever faster and more powerful solutions can resolve queries and needs New Solutions Artificial intelligence Big data Crowdsourcing (eg TED translations)
- 12. New devices are arriving with faster, more powerful capacity, embedded more ubiquitously in everything. New Devices Wearables – on/in the body Smart homes – embedded in personal things Autonomous cars and smart transport solutions Smart cities – embedded in communal things Faster, more powerful inter-connected digital tools
- 13. New interaction alternatives are allowing people to communicate in the style they prefer or need. New User Interactions New input and output communication options Passive input alternatives: monitoring (body, engines…) Bots: Robots, Chatbots, Minibots, Megabots Voice and sound interfaces in / out Touch outputs haptics / heat / vibrations Gesture and movement based inputs Virtual reality, holograms and 3D printing
- 14. But they are not yet fulfilling their problem-solving potential https://www.youtube.com/watch? v=KjOEokudZs4
- 15. People with disabilities have strong unmet needs that new technologies could help resolve
- 16. Understanding extreme needs shortens time to innovation Problems are like caterpillars They are just waiting for the right environment to transform into solutions NASA moonshot created 6,300 new technologies. F1 racing has gifted us with tyres, seat belts and on board engine monitoring systems.
- 17. People with disabilities have more extreme needs Great for some, good for many. Breakthroughs that are transformational to people with disabilities, often have value to a broad community More extreme needs require different thinking and radically better solutions. PWD often look beyond what something is positioned as, and consider what it could be.
- 18. We have more “inclusive moments” requiring more inclusive solutions We are all either • people with a / some current impairments • people who are temporarily unimpaired Increased mobility and ubiquity of digital is increasing temporary and situational impairments. An ageing global population is increasing gradual and permanent impairments.
- 19. It’s not what you don’t know that gets you in trouble. It’s what you know that just ain’t so. Mark Twain “ Learning or unlearning
- 20. Requirements for great research Research outcomes reflect the combined quality of the • sample group • method chosen • stimulus • problem definition, and • delivery
- 21. So, you need to ask the right people, the right questions, in the right way
- 22. Our research was to better understand how new devices with new UIs might benefit PWD with broader applicability
- 23. Just in case you are not a new technical junkie – Apple Watch • Category: Wearables • Underlying good tech – Haptics “taptics” – Siri – Bluetooth connectivity – Apps: ever improving app store concepts • Core use case: – Phone calls, messages, alerts/notification – Maps and directions – Sports tracking – Payments with Apple Pay – Keeping your phone out of sight. More subtly connected “the most personal device we’ve ever made”
- 24. • Category: Smart home communication • Underlying good tech – Alexa – Bluetooth connectivity • Core use case: – Playing music – Turning home devices on and off – Querying the web – weather, transport “a new conduit to connectivity” Just in case you are not a new technical junkie – Amazon Echo
- 25. Just in case you are not a new technical junkie – Aftershokx • Category: Personal listening devices • Underlying good tech – Bone conducting auditory input • Core use case: – For people when ambient noise access is essential in conjunction with digital audio input • Cycle couriers • Visually impaired: wayfinding • Drivers Allows auditory access to ambient noise in conjunction with digitized sound input
- 26. Different research types provide different insights User testing • Simple accessibility and usability test. May assess initial setup and expected use cases Focus group • Reframes perspectives. Fires users’ imagination to examine broader needs they have that the technology could solve. Diary study • Gets into the emotional response to the technology once initial setup is complete and learning curve is under way • Assesses real life improvements and impacts
- 27. Who, what, which and when 7 participants, 8 diary studies 3 interfaces using new technologies • Wearables • Voice interfaces • Alternative sound input Diary study Period of research: • 3 months • individual diary studies, 1 week – 3 months
- 28. The participants Participant Gender/ Age Impairment Tech experience Tested Period tested Prior similar experience Cassie F TBC Manual dexterity (hands and fingers) Medium Apple Watch 24 days None Sam F mid 30s Dyslexia, dyspraxia Expert Apple Watch 21 days FitBit Molly F 20s Deaf / Blind (Usher’s Significant) Expert Apple Watch Already had an Apple Watch Lynn F early 50s VI / Blind Medium Apple Watch Amazon Echo 26 days 52 days FitBit, Garmin 235 Sky audio pyramid Apple Siri Jo F TBC Balance, memory (Multiple Sclerosis), non-tech savvy Novice Amazon Echo 30 days None Toby M mid 30s Mobility, dexterity (Spinal Muscular Atrophy) Expert Amazon Echo 10 days Mark M Late 60s Auditory nerve deafness Medium Aftershokz 7 days Only earbuds. Not very satisfactory
- 29. Key insights Overall These devices seem more powerful than they are useful So much functionality Not so easy to find, access or use
- 30. Key insights • Setup process is difficult and not very accessible • Usability is variable • Discovery is too hard. Learning functionality is hard – users don’t know what it can do and what needs it may solve • Personal connection to the device is essential • Contextual use is coming, but not quite resolving user needs yet • Full potential is greater than that functionality found and used
- 31. Setup process The two ways of setting up the Watch are visual. Someone could have helped me in store if I had bought the watch myself. I’m notoriously bad at reading manuals. That’s not me. I do listen for advice on groups but have to try and work out what is worth listening/reading. So much for being independent… Lynn (Blind user) Apple Watch “
- 32. Usability Controls on the Apple Watch and AfterShokz were very small and difficult to use. Sometimes the headphones would slide out of place on my head - unpleasant vibrations. Mark (deaf user) AfterShokz “
- 33. Discovery I couldn’t find a way to ask (Alexa) to find TV show times and what films are playing in the cinema. I don't have the energy for things that are difficult. Jo (MS user with memory loss) Amazon Echo “
- 34. Discovery Apple Watch without Siri is all fiddly controls and a screen with a tapping area that’s too small. With Siri, it’s a revelation! So why don’t they tell you you can do that? Sam (Dyslexic) Apple Watch “
- 35. Personification and psychological connection I love [Alexa’s] voice. Can’t get enough of it… She is becoming part of the family… Alexa is so easy just to ask that I think I’m getting to rely on her! Lynn (Blind user) Amazon Echo “
- 36. Mood maps are great to track attitudinal response Making and breaking connection to the Amazon Echo
- 37. Changing attitudes: from a frustration to a friend Feeling attached to Alexa and the Amazon Echo
- 38. Contextual support Customising the watch face to tell me the weather, time, and heartbeat was cool. But I can’t get all the things I want on there. I’ve got to remember how to get the things another way. If it could change to show me different things at different times of the day, or because of where I was, or if I was exercising, that would be really useful. Lynn (Blind user) Apple Watch “
- 39. Full potential is elusive I don’t think I’m using it to its full potential. Sam (Dyslexic user) Amazon Echo The best things are the control of lights and heating. But I can’t afford them. Cassie (Dexterity user) Amazon Echo “
- 40. Apple watch • Usability/Accessibility is good • Trendy and huge interest at launch but quickly waned due to lack of real life improvement • Killer app solutions may have been brainstormed but haven't yet arrived It’s cool, just not life changing• Lack of great apps is part of the problem
- 41. Molly, a deaf-blind user, has a very different perspective https://youtu.be/bnZlgITClXw?t=12m11s
- 42. Google glass • Initial Usability/Accessibility was poor • Initial trials thoughtfully done, but given to geeks not users, so some creation of solutions looking for problems and PR challenges • Killer app solutions may have been brainstormed but tech not ready • So prototype production was stopped • However, some useful uses are here at CSUN
- 43. Focus groups can identify far more innovative directions
- 44. Alexa is blind and motor impaired. You understand these. Help her find her way.
- 45. The design principles are very similar to accessibility http://alistapart.com/article/designing-the-conversational-ui • Ask series of questions with hints • Acknowledge answers • Explain what went wrong • cf. forms on WCAG
- 46. Seize the limitations! Limitations provide insight
- 47. Find something remarkable. Something that will empower, excite and enable people to live a better life Che Guevara By Phil Hansen Words that do not match deeds are unimportant.“