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.

Transcript

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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   Introduction to
   accessibility
   01
   

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   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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   02
   Research with low vision
   & blind users
   

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   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
   Screen reader demo
   RESEARCH WITH LOW VISION & BLIND USERS
   

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   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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   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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    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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    03
    Recruiting for diversity
    

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    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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    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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    04
    Research with youth
    

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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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    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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    Make it fun
    RESEARCH WITH YOUTH
    17
    Add emojis and funny messages
    throughout your prototype
    

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    05
    Research with non-tech
    savvy users
    

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    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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    06
    Research with
    English-as-a-second
    language users
    

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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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    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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    07
    But why?
    

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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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    08
    Questions?
    

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26. Viv Dinh
    Senior UX Designer
    Contact: vidinh@deloitte.com.au
    Kim Nguyen-Don
    UX Designer
    Contact: knguyen-don@deloitte.com.au
    Thank you
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