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  • Real time communication

    Improving the accessibility of audio and video calling features

  • Challenge

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    Real time communication

    I led research efforts with a social networking company to conduct an accessibility evaluation and usability testing of their application for real time communication (audio and video calling). My mission was to identify opportunities to improve the user experience of people with disabilities.

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    Priority audiences

    Priority audiences included individuals who are blind or vision impaired, as well as deaf or hearing impaired. Audiences include both teenagers and adults.

  • Solution

    Accessibility audit:

    We collaborated with the social networking company to assess the accessibility of their real time communications for people with visual and auditory disabilities.

    During the project, my team led following efforts to:

    • Conduct an in-home usability study assessing the accessibility of the real time calling features with participants who were blind or vision impaired, including teenagers and adults
    • Benchmark the real time communication applications in compliance with WCAG 2.1 AA guidelines, which includes criteria for people with cognitive disabilities  
    • Recommended best practices for integrating accessibility into real time communications features. 
       

    Key takeaways included:

    • Participants were appreciative of our effort to understand their personal experiences, and open to demonstrating how they use their assisstive technology 
    • Key stakeholders who observed sessions firsthand took immediate action to make their product more accessible and inclusive 
    • The client was greatly impacted by videos, photos, and personal anecdotes from participants. 

     

  • My role

    As the lead UX researcher at Anthro-Tech for this project, I designed, developed and conducted in-home usability studies for accessibility. I analyzed the data and worked closely with the project manager to recommend data-driven solutions and recommendations focused on inclusive design principles.

    1

    Design and develop research plan

    Plan based on critical user journeys when placing and receiving audio and video calls

    2

    Conduct in-home usability study for accessibility

    Led each participant through critical user journeys and scenarios using their own mobile technology and any assistive technology

    3

    Analyze data and create recommendations

    Recommended data-driven solutions focused on inclusive design principles

  • In-home usability study for accessibility

    Highlights of my involvement on the project

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    Recruitment

    I helped the project manager in recruitment efforts, ensuring representation of a wide range of ages and visual/auditory impairments in our participant pool.

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    Accessibility Research

    I met with 18 individuals in their homes, working with each person to best accommodate their personalized hardware and software. I led each participant through critical user journeys and scenarios using their own devices and any assistive technology.

     

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    Stakeholder Observation

    I invited stakeholders to every in-home usability study for accessibility session, so that they could witness firsthand (in-person) the different accessibility blockers and challenges participants who were visually impaired experienced.

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    Analysis

    I worked closely with the project manager to recommend data-driven solutions and recommendations focused on inclusive design principles. We put together a presentation for the client, highlighting key issues as well as spotlighting video clips and quotes from participants.

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    Recommendations to improve UX

    I created recommendations focused on reconsidering visual treatment to elements of the application that were not accessible to users, particularity users who are blind or vision impaired. I went to the social networking company headquarters to present my research findings to the product team in a workshop environment, answering questions and moving the conversation about accessibility forward into considerations for design implementation and improvements.

     

  • In-home usability study for accessibility

    Usability testing from the comfort of home

    Participant is on a video call with a researcher from Anthro-Tech. The participant is using one hand to hold the phone, and one hand to sign ASL.

    Pictured above: Participant is on a video call with a researcher from Anthro-Tech. The participant is using one hand to hold the phone, and one hand to sign ASL.

    Diagram demonstrating how researcher should position themselves properly for a usability study with a participant who is blind

    Pictured above: I put together a diagram demonstrating the study setup for in-home usability study for accessibility based on my experiences and insights.

  • Raising the bar with in-home research

    Please read the article I published about my ideas and insights gleaned from conducting this in-home usability study for accessibility.

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