Sara Lerén – Inclusive Design - All about the extremes

Transcript

1. Inclusive Design
   all about the extremes
   UXLibs 2018
   !
   SARA
   LERÉN @HeedTheNeed
   

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2. All about inclusion
   since 1994
   The Mölnlycke library
   

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3. From brains to UX
   

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4. People suck at talking
   about their needs
   

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5. Explicit needs
   Visible needs
   Latent needs
   

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6. User testing
   

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7. Discovering agile
   

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8. INSIGHT:
   NOT ALL USERS
   CAN BE TRUSTED
   

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9. Sh*t users say
   I love
   this software!
   The software
   is my best
   friend!
   It was really
   easy to use!
   

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10. Fab stuff users say
    This web
    page gave
    me anxiety!
    I really don’t
    understand
    this!
    How about
    trying a different
    approach to the
    problem?
    

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11. Sh*t users say
    I love
    this software!
    The software
    is my best
    friend!
    It was really
    easy to use!
    average
    

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12. Average users
    

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13. Fab stuff users say
    This web
    page gave
    me anxiety!
    I really don’t
    understand
    this!
    How about
    trying a different
    approach to the
    problem?
    extreme
    

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14. Extreme users
    

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15. Cognitive economy
    Minimize the cognitive load on
    the brain by:
    Categorization
    Schemas
    Automation
    

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16. ”The reason everything about us is
    distributed on a normal curve,
    with a few weirdos way off in the
    long tails at the right and left and
    everyone else lumped together
    under the bulge
    is that we need people who get on
    with stuff, and a few firefighters
    who are kinked just the right way
    to sort out the weirdest shit
    happening around the edges.”
    Cory Doctorow, Walkaway
    

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17. DESIGNING FOR
    EXTREMES BENEFITS
    EVERYONE!
    

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18. Accessible
    faucet
    

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19. Extreme clothing
    

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20. Awesome
    timepiece
    

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21. ”INCLUSIVE DESIGN” IN OSLO
    

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22. A blast from the past
    

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23. THE EASIEST WAY TO DO
    INCLUSIVE DESIGN?
    STOP ASKING
    ABOUT GENDER!
    

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24. http://www.yourformarebelongtous.com
    My gender is:
    Please state your gender
    We want to know your gender because... Source: Emily Horsman
    ALL-INCLUSIVE DESIGN
    

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25. SMART USER TESTING
    BY EXAMPLE
    

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26. Smart user testing
    Approximately 5 users
    Include extreme users
    neurodiversity/skills/age
    Test in their natural habitat
    Image from spacerobotstudio.com
    

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27.  
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
     
    WHY
    HOW
    WHAT
    Desired impact:
    Reduce financial administration
    at city departments
    Assignment for city of Gothenburg
    Behavior:
    Support understanding and
    correct payments of invoices
    Solution:
    Re-designing the invoices
    + Empower citizens
    Simon Sinek’s
    Golden circle
    

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28. We believe that citizens
    misunderstand invoices and make incorrect payments
    which leads to a high manual workload at the
    departments with handling incorrect payments
    and that if we tried re-designing the invoices to
    make them more accessible and easy to understand
    it would lead to fewer incorrect payments, less
    manual work at the departments and empowered
    citizens
    How it’s
    working
    today
    What
    we want
    to do
    about it
    Why
    we’re
    doing it
    

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29. We believe that customers
    have problem/lack knowledge/behave in
    this way
    which leads to consequence
    and that if we tried solution
    it would lead to improvement/results
    Cindy Alvarez’s
    Hypothesis-driven Design
    

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30. Before
    

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31. Invoice user tests
    Age range: 20 – 80
    Sight: severe impairment –
    perfect sight
    Neurodiversity: ADHD –
    neurotypical – Asperger
    Native language: swedish –
    other
    

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32. Outcome:
    Great feedback on wording
    and contrast
    Clear descriptions of user
    navigation
    Suggestions for better
    placement of important
    information
    

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33. FAKTURA
    Göteborgs Stad
    stånd nr 1005
    3064203100000095
    Stadsdelsförvaltningen Centrum, Box 5293,
    402 25 GÖTEBORG
    Fakturanr/OCRnr
    Betalning oss tillhanda
    Avsändare (namn och postadress)
    Betalningsmottagare (endast namn)
    Till PlusGirokonto nr Avgift Kassastämpel
    Kod 1
    4130303-3
    2017-05-31
    7720109823112
    INBETALNING/GIRERING C
    Eventuell anmärkning mot denna faktura ska göras senast 5 dagar före fakturans förfallodag till vår referens (se ovan).
    Vid försenad betalning debiteras dröjsmålsränta med 8%-enheter över gällande referensränta samt eventuell avtalad
    påminnelseavgift.
    Er referens:
    Ert ordernr:
    Vår referens:
    Vårt ordernr:
    Josef Larsson 031-3657006
    213600613
    4130303-3
    Plusgiro Betalning oss tillhanda
    31 maj 2017
    Summa att betala
    1 276 kr
    Fakturanr/OCRnr
    772 010 982 311 2
    Anders Andersson
    Östra Hamngatan 11 Lgh 1102
    412 05 GÖTEBORG
    Fakturadatum
    2017-05-10 8145275231
    Kundnummer
    031-3650000
    Kontakta vår referens (ovan)
    vid frågor om ditt ärende
    Telefon
    Göteborgs Stad
    405 38 Göteborg
    www.goteborg.se
    Hemsida
    SE212000135501
    2120001355
    Momsreg.nr
    Org.nr
    NDEASESS
    Göteborg
    Swift
    Säte Godkänd för F-skatt
    SE8495000099604241303033
    5488-2303
    IBAN
    Bankgiro
    Öresavrundning
    -0,25 kr
    Summa exklusive moms
    1 021 kr
    Summa momsbelopp
    255,25 kr
    Fakturan avser
    Avg fritidshem, 6-9 år
    090312-4538 Agneta Andersson
    Förskola, fritidshem och/eller pedagogisk omsorg (familjedaghem) 20170201-20170228
    Antal
    1
    Moms %
    25 %
    Moms
    255,25
    Belopp
    1 276,25
    1 021
    Á-pris
    (exkl. moms)
    S:000095, A:000095, K:000095
    Before After
    Most important
    information clearly
    highlighted
    All test persons preferred the new
    design which made it:
    •  Easier and faster to find the right
    information
    •  More likely for citizens to feel
    comfortable that they handled the
    invoice correctly
    

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34. FOR INSPIRATION –
    LOOK FOR THE
    HELPERS
    

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35. What about
    Gothenburg?
    

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36. What about the
    Mölnlycke library?
    

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37. Yahoo neurodiversity
    Mission:
    To champion neurodiversity
    at Yahoo in order to create
    an inclusive workplace for
    minds of all kinds
    

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38. Microsoft
    Inclusive Design
    Toolkit
    

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39. Inclusive design
    

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40. ”I came away from that study thinking, why are
    we testing with anyone with high literacy?
    Designing for people with low literacy would
    make it easier for people who are distressed,
    distracted, sleep-deprived, on medication,
    whatever.
    If I could build this into everything, I would.”
    Dana Chisnell, Center for Civic Design
    On researching the Anywhere Ballot
    

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41. THANK YOU!
    sara.leren@inuse.se
    @HeedTheNeed
    

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