PwC Q: How do you define inclusion? Before we start… Answer the poll sli.do/UXA-INC

PwC Hi, I’m Natasha. I’m not an expert on inclusion… Introduction Answer the poll sli.do/UXA-INC

PwC When you design and innovate for disability you benefit everyone. This is the ‘curb-cut effect’. Disclaimer Answer the poll sli.do/UXA-INC

PwC 4 Disability and inclusion mean different things to different people. Disclaimer Answer the poll sli.do/UXA-INC

The life-changing potential of digital inclusion Natasha Ballantyne

PwC welcometocountry.org/aboriginal-dreamtime-stories/ Acknowledgement of country

PwC under-represented voices 7 — Mental ill-health 6 — Neurodiversity and cognitive differences 5 — Physical disabilities 4 — LGBTQIA+ 16 Neglected groups of Australians We must involve our 3 — Gender inclusive 2 — Culturally and linguistically diverse (CALD) 8 — Age diverse 1 — First Nations people PwC

PwC welcometocountry.org/aboriginal-dreamtime-stories/ 16 Neglected groups of Australians

PwC 9 Accessibility ≠ Disability = Vulnerability Designing with vulnerability

PwC welcometocountry.org/aboriginal-dreamtime-stories/ 16 Digital literacy gap 43% digital services are helping them feel more connected > 50% digitisation of government services have made them more accessible for all

PwC PwC Eleven percent of our Australian population are still highly excluded from digital society Digital literacy gap

PwC 12 Digital inclusion is about removing their barriers Digital inclusion

PwC Example guidelines that were reviewed for this talk 16 Inclusive design principles

PwC 16 Web Compliance Accessibility Guidelines

There are four WCAG design principles … 01-P Perceivable Information and user interface components must be presentable to users in ways they can perceive. 02-O Operable User interface components and navigation must be operable. 03-U Usable Information and the operation of user interface must be consistent and understandable. 04-R Robust Content must be robust enough that it can be interpreted reliably by a wide variety of user agents, including assistive technologies Web Content Accessibility Guidelines

05-I Inclusive Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use. 06-T Trustworthy Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security. Inclusive Design Guidelines 01-P Perceivable Information and user interface components must be presentable to users in ways they can perceive. 02-O Operable User interface components and navigation must be operable. 03-U Usable Information and the operation of user interface must be consistent and understandable. 04-R Robust Content must be robust enough that it can be interpreted reliably by a wide variety of user agents, including assistive technologies And two more principles to consider…

PwC Inclusive Design Guidelines 05. Inclusive PRINCIPLE ▲ Digital connectivity CATEGORY ● Create a bridge to digital channels ● Make it accessible to provide equal resources ● Enable offline and cross device experiences GUIDELINES

PwC Inclusive Design Guidelines 05. Inclusive ▲ Digital connectivity ● Create a bridge to digital channels ● Make it accessible to provide equal resources ● Enable offline and cross device experiences

PwC 19 Create a bridge to digital channels Common patterns ● No wrong door for people to access services or make contact ● Offer choice in level of self serve versus assisted ● Keep a human touch in all interactions, even digital ● Ensure that vulnerable groups have first access to intensive support as part of digital triage INCLUSIVE Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use. 19 WCAG and Inclusive Design Guidelines DIGITAL CONNECTIVITY INCLUSIVE 59% of people believe companies have lost touch with the human element by focusing on technology

PwC Illustrative channel model for vulnerable servicing Low High Low Level of need from disadvantaged customer High Level of complexity of interaction Digital Self Service Digital Assisted Complex Case Management – Contact Centre, Video Channel and Face to Face Video Channel Contact Centre Digital Assisted Contact Centre Video Channel Face to Face – Higher Complexity Digital Assisted Contact Centre Video Channel Face to Face – Higher Complexity 6 5 4 4 4 3 3 3 2 2 1 2 Self-Service Assisted Services Tailored Services WCAG and Inclusive Design Guidelines PwC

PwC 21 21 WCAG and Inclusive Design Guidelines DIGITAL CONNECTIVITY INCLUSIVE INCLUSIVE Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use. Common patterns ● Invest in regional support and initiatives ● Nudge people when resources are available so they can take advantage at the first opportunity ● Have multiple access points to ensure resources are simple and easy to uptake, increasing utilisation ● Design for poor internet connection ● Ask for people’s preferred communication channel on sign up and prompt to update bi-annually Make it accessible to provide equal resources

PwC 22 Enable offline and cross device experiences 22 WCAG and Inclusive Design Guidelines DIGITAL CONNECTIVITY INCLUSIVE INCLUSIVE Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use. Common patterns ● Make webpage content available for download ● Ensure offline mode where citizens can upload/download information when they have internet ● Improve digital access to essential services via second hand devices, library facilities and complementary data ● Mobile first design, reduce experiences that are desktop only

PwC 16 Offline and cross device experience

PwC Inclusive Design Guidelines 05. Inclusive ▲ Digital ability ● Recognise diversity and difference ● Make it affordable and close the gap ● Educate and extend digital comfortability

PwC 25 Recognise diversity and difference 25 WCAG and Inclusive Design Guidelines DIGITAL ABILITY INCLUSIVE Common patterns ● Tailor approaches for different access needs ● Design for prevention over intervention ● Make conscious inclusion decisions for underrepresented groups ● Respect individual levels of belonging and wellbeing ● Design inclusively while avoiding exclusivity and tokenism INCLUSIVE Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use.

PwC Common patterns ● Give users enough time to complete tasks ● Provide shortcuts where possible ● Provide a visible record of progress ● Fund and contribute to digital literacy programs for at-risk groups ● Make it easier for people to have nominees to manage digital affairs on their behalf Educate and extend digital comfortability WCAG and Inclusive Design Guidelines DIGITAL ABILITY INCLUSIVE INCLUSIVE Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use.

PwC Make it affordable and close the gap 14% of Australians need to pay more than 10%to gain reliable, broadband connectivity. Common patterns ● Provide critical services/support at low cost or no cost ● Develop digital services that allow for multi-user for shared devices ● Test to ensure services work on newer and older technologies ● Optimise development for low data consumption ● Develop fixed and mobile services tailored for vulnerable groups WCAG and Inclusive Design Guidelines DIGITAL ABILITY INCLUSIVE INCLUSIVE Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use.

PwC GUIDELINES 05/06 Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use. It aims to remove the barriers that prevent all people, including those with lived experience of a disability and/or a vulnerability to equally access our world. 05. Inclusive DIGITAL CONNECTIVITY ● Create a bridge to digital channels ● Make it accessible to provide equal resources ● Enable offline and cross device experiences A. DIGITAL ABILITY ● Recognise diversity and difference ● Make it affordable and close the gap ● Educate and extend digital comfortability B. Inclusive Design Guidelines

05-I Inclusive Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use. 06-T Trustworthy Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security. Inclusive Design Guidelines 01-P Perceivable Information and user interface components must be presentable to users in ways they can perceive. 02-O Operable User interface components and navigation must be operable. 03-U Usable Information and the operation of user interface must be understandable. 04-R Robust Content must be robust enough that it can be interpreted reliably by a wide variety of user agents, including assistive technologies The final principle is trustworthy…

PwC Inclusive Design Guidelines 06. Trustworthy ▲ Digital safety ● Increase cyber security for all and all channels ● Ethical use of personal data to include, not exclude ● Self identification of additional access needs

PwC Security of digital information during COVID

PwC Increase cyber security for all and all channels 32 32 WCAG and Inclusive Design Guidelines DIGITAL SAFETY TRUSTWORTHY TRUSTWORTHY Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security. Common patterns ● Provide multiple ways to complete an action ● Education and support on privacy, cyber risks and safety issues such as identify theft and cyberbullying ● Timely notification and support for scams ● Mandatory passwords for apps ● Opt-in to information sharing rather than opt-out ● Safeguards to limit/stop in-app purchasing

PwC 33 Self identification of additional access needs 33 WCAG and Inclusive Design Guidelines DIGITAL SAFETY TRUSTWORTHY TRUSTWORTHY Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security. Common patterns ● Easy way for people to identify vulnerable circumstances and/or additional access needs ● Be visible only when you choose to be ● Inclusive identity verification options such as non-binary choices for gender, ethnicity and other typical identity metrics ● ‘Quick exit’ when accessing information and support ● Care pathway and escalation process for vulnerability

PwC 16 Additional access needs and escalation pathways

PwC Common patterns ● Data-led services targeting for prevention and intervention ● Sensitivity and understanding when accessing personal data ● Clarity on how data will be used ● Opt-in to share data with other organisations - tell their story once ● Purposeful data capture - not capturing unnecessary data for data’s sake 35 Ethical use of personal data to include, not exclude 35 WCAG and Inclusive Design Guidelines DIGITAL SAFETY TRUSTWORTHY TRUSTWORTHY Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security.

PwC Inclusive Design Guidelines 06. Trustworthy ▲ Digital transparency ● Provide an easy and consistent information breakdown ● Give users control over what is on record ● Codesign with us, never without us

PwC 37 Give users control over what’s on record 37 WCAG and Inclusive Design Guidelines DIGITAL TRANSPARENCY TRUSTWORTHY TRUSTWORTHY Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security. Common patterns ● Provide control in the moment and on reflection ● Share back what people are doing and what they have contributed to ● Give reassurance that information is correct, by manual or automated checking ● Use a logical linear flow when filling out detailed information, and include a ‘review’ step

PwC Common patterns ● Keep it task focused and explain what will happen after completing a step ● Clear information on how people should engage ● Share what is on offer and what isn’t on offer to manage expectations ● Write in plain language, make it easy to understand ● Simple and consistent layouts 38 Easy and consistent information breakdown 38 WCAG and Inclusive Design Guidelines DIGITAL TRANSPARENCY TRUSTWORTHY TRUSTWORTHY Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security.

PwC 39 Codesign with us never without us 39 WCAG and Inclusive Design Guidelines DIGITAL TRANSPARENCY TRUSTWORTHY TRUSTWORTHY Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security. Common patterns ● Co-design with users - ask, don’t assume ● Make accessibility everyone’s responsibility ● Foster belonging and respect, sharing skills where possible ● Communicate what their research will contribute to and update on progress ● Involve lived experience (can advocate for themselves) and lived expertise (can advocate for themselves and a group of people)

PwC 16 Codesign with us

PwC 41 Disability and inclusion mean different things to different people. Summary

PwC GUIDELINES 06/06 Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security. Trustworthy products and services will increase confidence and digital uptake to bridge the gaps between our population. 06. Trustworthy DIGITAL SAFETY ● Increase cyber security for all and all channels ● Ethical use of personal data to include, not exclude ● Self identification of additional access needs A. DIGITAL TRANSPARENCY ● Provide an easy and consistent information breakdown ● Give users control over what is on record ● Codesign with us, never without us B. Inclusive Design Guidelines

06-T Trustworthy Building digital trust is about ensuring that no-one is left behind through engagement, simplicity and security. 05-I Inclusive Inclusive design is about making safe, accessible and affordable experiences and spaces for everyone to use. Inclusive Design Guidelines 01-P Perceivable Information and user interface components must be presentable to users in ways they can perceive. 02-O Operable User interface components and navigation must be operable. 03-U Usable Information and the operation of user interface must be consistent and understandable. 04-R Robust Content must be robust enough that it can be interpreted reliably by a wide variety of user agents, including assistive technologies The six principles of accessibility & inclusion Digital safety Digital transparency Digital ability Digital connectivity

PwC Q: What’s one thing you will do differently to be more inclusive? To end… Answer the poll sli.do/UXA-INC

PwC PwC It’s time to let everyone in. #POURIT Designing with inclusion Answer the poll sli.do/UXA-INC linkedin.com/in/natasha-ballantyne/