Sylvia Stinson-Perez
One of the highlights and most popular sessions during the 2022 American Foundation for the Blind Leadership Conference was an interactive Ideathon, facilitated by JPMorgan Chase. As part of JPMorgan Chase’s initiatives to build technology solutions for nonprofit organizations, AFB team members worked with the JPMorgan Chase Tech for Social Good team for several months to develop an ideation statement that incorporated the Leadership Conference theme of inclusion at work. There was great enthusiasm and engagement in this Day 1 activity, and much discussion followed. AFB plans to continue the conversation and work with those who committed to create more inclusion at work.
The below describes the process, and provides many of the direct statements provided during the Ideathon.
Ideation Statement:
Despite the efforts of many organizations attempting to make their products accessible, users often find challenges using these products, whether in daily life or during employment. How can we ensure that organizations understand and address the gap between accessibility and usability of their products?
Ideation Context:
Knowing that accessibility and usability are different, and we need both to create real inclusion particularly regarding digital inclusion, how do we best identify these gaps? Accessibility is an ever-present need in our society. For example, accessibility is needed when we go to the doctor, work, learn, use devices to check our health, cook, etc.
However, many products and services remain inaccessible, and many of us use, rather than create, these products.
As employers, businesses, organizations, policy makers, and as individuals, how can we push for a more accessible world?
The AFB Leadership Conference 2022 “Ideathon”
Attendees were assigned to diverse groups of 4-8 people representing participants in the AFB Blind Leaders Program, government, nonprofit, and corporate sectors. Groups were asked to spend approximately 45 minutes discussing and answering the following questions, and then to submit these to a Google form for further analysis. Time was spent at the end of the general session sharing themes from group participants.
Ideation Steps:
- Define usability.
- Define accessibility. What does accessibility mean to your group? How does usability play a role in your description?
- Applying your definition(s), identify areas (products, experiences, or even places, etc.) that need improvement.
- How can we improve those things? Be it in the form of redesigning experiences, new public policy, or otherwise, remember the following questions: How do we ensure that organizations provide fully accessible products with empathy for their users? What are the best ways to hold these organizations accountable? What can we do starting today?
There were 27 submissions, with many common themes. The below represent key trends in responses.
Defining “usability”
“Practical, functional, intuitive.”
“We see usability as a culture and mindset shift. It embraces inclusion and focuses on a user-centric approach, rather than a compliance-focused approach. It answers the questions, “Will I use it, is it seamless, frictionless and will I recommend it and come back?”
“From a user’s viewpoint, you can actually use it. Not just access, but meaningful access. Access that is continuous all the way through the process. Changing and adapting the accessibility so it can meet the needs of anyone who uses it.”
“The idea that it should not take a disabled person additional time to use a service or product than it would a nondisabled person.”
“Usability is the ability for a person to operate or function as the item is intended for use. The workflow should be effective for the user. A user should have a basic level of competency but not have to be an expert to use it.”
“A product, etc. is usable if a person can use the product to fully accomplish what the product is intended for. For example, an appliance is usable if I can successfully use all the features on the appliance, for at least all the functions it’s designed to do.”
Accessibility vs. Usability
“Usability is the practical application of accessibility.”
“Accessibility is the minimum legal standard required. Many items are technically accessible but not practically usable.”
“Truly universal design means accessibility is "baked in" from origin, has been trialed with a truly diverse spectrum of users in their everyday lives, Accessibility should include long-term accessibility in real conditions, without putting the burden of the use onto the consumer. "I can access it when I want, where and how."
How can we increase accessibility, usability and inclusion?
“Make accessibility part of the culture and brand attributes of the company. Require vendors to be aligned on accessibility goals. Push for consistent disability data to allow entities to partner.”
“Inclusion and representation of the end user needs to be part of the development, testing, and implementation of the item, program, services and THEN issues addressed. The company needs to be intentional about making items both accessible and user friendly beyond a regulation.”
“Product developers need to increase user testing, education, and Systemic support for incorporating the feedback.
"Ignite a mindset shift and evolution of culture. Let go of assumptions, lead with empathy and turn inclusion into action. Hire people with disabilities to be a part of these product, design and development teams to design “with” them, not for them. Ensure usability testing is a key part of the end-to-end process, and talk to users with disabilities to design products and experiences that enhance their life, and meet them where they are, for a seamless integration."
“In public policy, we should "mandate the result, not the method. Federally-funded should include requirement for usability, not just bare-minimum accessibility.”
Creating influence to increase inclusion
“Change DEI to DEIA initiatives. Include “accessibility.”
“People with disabilities also have onus to provide feedback to developers on their experiences, ensuring that they are also included in design.”
“Present information that increasing accessibility will help the bottom line. Statistics show that including everyone will make them more money. Let them know that they can reach specific disability communities that are currently untapped by making their products and services accessible.
“Make it easier to communicate to the company to address issues / facilitate communication by having effective methods to encourage communication and feedback and then following up to ensure addressed. A company should not just delegate accessibility but have accessibility and usability as an active part of the operation and policy of the organization. Do not overlay accessibility and usability after the fact. It must be in the design.”
Next steps
“Disability needs to be in every conversation around Diversity and Inclusion. Strengthen the laws and enforcement with community involvement and awareness.”
“Encourage people with disabilities to disclose their disability so their needs can be included.”
“Centralize budgets in workplace, only procure accessible products in our workplace, create safe spaces for people to ask questions and learn — share vulnerabilities across teams so people with disabilities also feel safe in sharing their needs, educate ourselves; create centralized accommodation function.”
“Build in ways to gather customer feedback to improved products in terms of usability and accessibility.”
“Highlight wins in the industry, create policies, awards, and white papers that leverage data to show the positive impact.”
Summary and next steps
Disability and accessibility were discussed in context of Diversity and Inclusion (DEI) initiatives, with several individuals noting that disability and accessibility need to be represented in every DEI conversation and initiative. Understanding the difference between usability and accessibility is critical to ensuring true inclusion of people who are blind in the design of technology and the products/services that help someone live their daily life. There is a significant difference between accessibility and the ability to efficiently and effectively use a product, technology, website, or appliance. There was agreement that accessibility and usability work best when it is considered at the design stage. Individuals who are blind also need to have an accessible way to provide feedback to their peers and employers. Finally, product testing by consumers will help ensure that products and technologies are not only accessible, but also usable-which will result in a true return on investment for companies as they will build a loyal customer base.
This article is made possible in part by generous funding from the James H. and Alice Teubert Charitable Trust, Huntington, West Virginia.
