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Vivienne Dinh & Kimberly Nguyen Don - Embracing Diversity in Research

uxaustralia
March 18, 2021

Vivienne Dinh & Kimberly Nguyen Don - Embracing Diversity in Research

What do you do when you need to work with a very specific group of people? How do you approach research for those with disabilities or from different cultures or age groups? Maybe you have to test a product with a group of young teenagers or those who aren’t quite as tech-savvy?

We’ve uncovered valuable insights about user behaviour through researching with blind and low vision users, non-tech savvy users, teenagers and English-as-second-language users. In our session, we would like to share with you our biggest lessons learned and the challenges and importance of working with a diverse group of users, before the final product and no matter the product.

uxaustralia

March 18, 2021
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  1. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    MARCH 2021
    Embracing diversity
    in research

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  2. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    INTRODUCTION
    2
    Hi, nice to digitally meet you!
    Kimberly Nguyen-Don
    UX Designer, Deloitte Digital
    Spent over 4,000 minutes speaking to 70
    customers virtually over COVID-19
    Climbed Mt. Fuji + completed 3 marathons
    Viv Dinh
    Senior UX Designer, Deloitte Digital
    Designed, researched and tested both GUI
    and VUI experiences in several industries
    4”5’ in height + 3rd on The Amazing Race 2019

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  3. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    Introduction to
    accessibility
    01

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  4. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    INTRODUCTION
    4
    Digital accessibility
    • The ability for people with visual, auditory, motor or cognitive disabilities
    to access electronic resources such as the internet and mobile devices
    • 1 in 6 Australians have a disability
    • Digital accessibility benefits everyone. We all benefit from clear, logical
    and user-friendly experiences
    • Accessibility is usability that’s more inclusive

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  5. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    02
    Research with low vision
    & blind users

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  6. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    RESEARCH WITH LOW VISION & BLIND USERS
    6
    My assumptions
    • As level of impairment increased, the desire for a graphical user
    interface experience decreased, with a voice user interface being
    favoured.
    • As the level of impairment increased, users would find using a voice user
    interface only based solution quicker to navigate than a graphical user
    interface only based solution.

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  7. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    7
    Screen reader demo
    RESEARCH WITH LOW VISION & BLIND USERS

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  8. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    RESEARCH WITH LOW VISION & BLIND USERS
    8
    Web Content Accessibility
    Guidelines 2.0 (WCAG)
    • Colour contrast
    • Alternative text or a similar solution for images that convey meaning
    • Navigation elements are consistent throughout the site
    • Form fields have accurate labels
    • Headings are used in a logical order

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  9. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    RESEARCH WITH LOW VISION & BLIND USERS
    9
    Why don’t we consider
    accessibility more?
    • Lack of accountability
    • Assumption that there are no users with accessibility needs in our target
    audience
    • Aesthetics and eye catching designs that aren’t mutually exclusive with
    accessibility

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  10. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    RESEARCH WITH LOW VISION & BLIND USERS
    10
    Planning research for
    people with disabilities
    • Accommodate for differences through choosing accessible venues or
    through facilitating alternative forms of communication that may be
    required
    • People should being equally eligible to participate as research subjects.
    Take steps where possible to facilitate such participation
    • Be aware of the varying degrees of sensitivity, and express kindness

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  11. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    03
    Recruiting for diversity

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  12. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    Demographics
    to consider
    RECRUITING FOR DIVERSITY
    12
    • Age
    • Gender
    • Level of tech savviness
    • English-as-a-second language
    • Experience with activity
    • Other: Income, occupation, device
    preferences

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  13. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    Questions to ask yourself
    RECRUITING FOR DIVERSITY
    13
    • How many users are you recruiting for?
    • What percentage will be from different user groups?
    • What types of customer screening questions can you create to find
    diverse user groups?
    • What types of personas are you recruiting for?
    • How does your specific industry impact how you recruit users?

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  14. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    04
    Research with youth

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  15. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
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    Recruiting youth
    RESEARCH WITH YOUTH
    15
    • Research the right recruitment channels and platforms
    • Give yourself enough time to recruit
    • Recruit parents and guardians on behalf of your users
    • Ensure your customer screening questions are clear
    • Provide flexible time slots (e.g. before and after school)
    • Make it clear you want the child to participate
    • Recruit for back-up participants

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  16. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    Creating a
    welcoming
    environment
    RESEARCH WITH YOUTH
    16
    Some teens may be confident and outspoken,
    while others may be shy and reserved. Make sure
    to let them know their feedback is valued and
    reassure them that there are no right or wrong
    answers.

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  17. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    Make it fun
    RESEARCH WITH YOUTH
    17
    Add emojis and funny messages
    throughout your prototype

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  18. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    05
    Research with non-tech
    savvy users

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  19. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    Key considerations
    NON-TECH SAVVY USERS
    19
    • Ask the user if they have experience using your user testing
    platform of choice (e.g. Zoom, Teams, etc.)
    • Provide clear instructions on how to use technology
    • Log into the call earlier to assist with tech setup
    • Don’t assume that older participants are non-tech savvy
    • Consider offline or alternative solutions

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  20. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    06
    Research with
    English-as-a-second
    language users

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  21. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
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    ENGLISH-AS-A-SECOND-LANGUAGE USERS
    21
    Diverse cultures and
    communities in Australia
    • Australia has many different cultures and diverse communities
    • Australians speak over 200 different languages
    • 21% of Australians reported speaking a language other than English at
    home
    • Most common languages include Mandarin, Arabic, Cantonese, Vietnamese,
    Italian, and Greek

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  22. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    Preparing and conducting
    research
    ENGLISH-AS-A-SECOND-LANGUAGE USERS
    22
    • Create your assumptions and hypotheses ahead of time
    • Consider changing jargon in the designs
    • Develop easy to understand questions in the moderation guide
    • Speak slowly and enunciate
    • Adapt to the situation and be patient

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  23. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    07
    But why?

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  24. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
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    BUT WHY?
    24
    Reasons you should
    recruit for diverse user
    groups
    • It makes us better designers by default
    • It drives more traffic
    • Be recognised as a champion/advocate of inclusive design in the industry
    • It reduces additional development effort
    • It reduces potential legal risks

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  25. COPYRIGHT © 2021 DELOITTE CONSULTING PTY LTD.
    ALL RIGHTS RESERVED
    08
    Questions?

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  26. Viv Dinh
    Senior UX Designer
    Contact: [email protected]
    Kim Nguyen-Don
    UX Designer
    Contact: [email protected]
    Thank you
    About Deloitte
    Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK
    private company limited by guarantee, and its network of member firms,
    each of which is a legally separate and independent entity. Please see
    www.deloitte.com/au/about for a detailed description of the legal
    structure of Deloitte Touche Tohmatsu Limited and its member firms.
    Deloitte provides audit, tax, consulting, and financial advisory services to
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    brings world-class capabilities and high-quality service to clients,
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    About Deloitte Australia
    In Australia, the member firm is the Australian partnership of Deloitte
    Touche Tohmatsu. As one of Australia’s leading professional services
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    For more information, please visit Deloitte’s web site at
    www.deloitte.com.au.
    Liability limited by a scheme approved under Professional Standards
    Legislation. Member of Deloitte Touche Tohmatsu Limited
    © 2020 Deloitte Consulting Pty Ltd
    This document and the information contained in it is confidential and should not be used or disclosed in any way without our prior consent. Where we
    advertise or represent that tax agent services will be provided by us, such services will be provided by a Deloitte registered tax agent.

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