Discovering pain points for assistive technology users

Lab-based usability testing with users that have a range of visual, cognitive and mobility impairments.

Photo of a desk with a laptop placed on it with someone working on another laptop in the background

Overview

Recruiting and running accessibility user testing with visually impaired participants and users of assistive technology, as part of a long term project with a high street retailer.

Goals

  • Observe behaviours of users and better understand the challenges participants had trying to access content and complete tasks on the retailers’ UK website.

  • Increase internal awareness of how those with varying access needs find navigating and using the website.

Outcomes

  • A report highlighting the key findings and their implications on users.

  • Increased understanding of pain points assistive technology users have with the current website.

  • Improved internal knowledge of how to recruit for and run accessibility testing.

My role
UX Consultant and Researcher

Method
Lab-based, in-person usability testing

Tools
Screen readers such as JAWS and VoiceOver
Browser extensions
Colour overlays
Mouse for mobility impaired users
Excel
Google Slides

Year
2023

Image of someone working on a laptop around a table with a notebook in front of them

Research

8 participants were recruited and the research took place in-lab over the course of 2 days. Participant’s own devices were used to ensure they had access to assistive technology they would typically use.

Each session lasted for approximately 90 minutes and consisted of 3 tasks:

  • Task 1: Navigate to two different pieces of content about health conditions

  • Task 2: Booking an appointment in London

  • Task 3 (if time allowed): Find black glasses in their online shop

Stakeholders had the opportunity to observe the sessions live and witnessed firsthand the challenges the participants faced.

Findings concluded that there were some key areas that required minor amendments to improve readability and usability of their site.

Key learning and takeaways

  • Use edited video clips of participants sessions to emphasise the importance of findings to external and senior stakeholders who were not closely linked to the research initially.

  • When recruiting access needs participants, simplify the criteria (i.e. not recruiting by cause of impairment) and prioritise the access needs criteria over any other behavioural / demographic criteria for ease of recruitment.