Intro
to Accessibility
INFO30005
Workshop 2
Today’s outline
Structured support for A1: Critical review — Service Accessibility & Universal Design
• Identify a service for A1
• Explore this service and its ‘touchpoints’
• Introduction to Persona1
• Explore the Web Content Accessibility Guidelines (WCAG)
• Navigating accessibility support on our devices –
• VoiceOver (iOS)
• Talkback (Android)
• Working towards A1 throughout the workshop
A1: Critical review – Service Accessibility
& Universal Design [30%]
1. Select a service you use that incorporates online and offline components.
• E.g., a shop or library you already visit
2. We’ll provide you with two personas – Persona1, Persona2
3. Focusing on the accessibility needs of these personas, and inclusive design principles,
you develop a set of criteria to evaluate the service. (You will have the opportunity to
develop these through activities undertaken in class)
4. Identify methods/tools to conduct the accessibility review
5. Interact with the service, take notes, collect data based on your evaluation criteria.
• Visit the shop, take photos, take notes, make sketches!
6. Analyse your findings and compile a report detailing how well the service adheres to
accessibility and Inclusive design principles.
Selecting a service
1. Public transport: Myki purchase and use, online information, information and
navigation at stop or station, service announcements.
2. A retail store that offers online purchasing or catalogue: Store layout, signage,
online shopping experience, and checkout process, including self-checkout
systems.
3. A library: Physical and online access, navigating and locating books and other
resources, availability of resources for people with disabilities, ease of
information retrieval.
4. A restaurant: Online reservation systems, menu accessibility (online and in
store), restaurant accessibility
5. A post office to send a parcel: Online information, online bookings, obtaining
printouts and packaging, parcel drop off or collection.
If you wish to assess a service in a different category, please use Ed Discussion
board to check with the instructors.
Typical steps of an example service:
A visit to the doctor
• Booking an appointment online
• Log in
• Select a date
• View available appointments
• Select one
• Confirm
• Attending the appointment in-person
• Check in with the reception
• Waiting room
• Meet the doctor
• After the appointment
• Receive a referral to another doctor
Or
• Receive a prescription for medication by SMS
Customer journeys are
collections of touchpoints.
Each touchpoint is a specific
interaction between a
customer and the
organisation.
Customer Journey: A user visits the theatre
1. Choose a service for your A1
2. Identify typical steps in this service
3. Select two touchpoints in this service for your A1
• One digital
• One non-digital
4. Save this work — it is part of your A1
Activity: start working towards A1
8 minutes
Part 2: Personas
• We will allocate you two personas
for A1
• Persona1
• Persona2
• This week, we allocate your
Persona1 to you
Accessibility for Visual Design
• Text goes here
Visual Impairment Types:
Persona1 options and their
accessibility needs
Full persona descriptions on Canvas,
under Workshop Materials for Week 2.
• Choice 1: Geraldine — completely blind
• Choice 2: Rufus — partially-sighted, low vision
• Choice 3: Zach — colourblind
Persona1 - Geraldine
Full persona descriptions on Canvas,
under Workshop Materials for Week 2.
Persona1 - Rufus
Full persona descriptions on Canvas,
under Workshop Materials for Week 2.
Persona1 - Zach
Full persona descriptions on Canvas,
under Workshop Materials for Week 2.
Activity: Describe how your
Persona1 uses the web
• Identify assistive technologies and adaptive strategies
used by your Persona1.
• Take notes and save this work to build upon for A1
In your own time
Part 3: Web Content
Accessibility Guidelines
(WCAG)
Guideline 1.1: Text alternatives
for non-text content
Text alternatives are equivalents for non-text content. Examples include:
• Short descriptions for visual elements:
• images, icons, buttons, and graphics
• charts, diagrams, and illustrations
• audio and video files


Guideline 1.1: Text alternatives
for non-text content
Text alternative for this icon?
‘search’ not ‘magnifying glass’
Guideline 1.1: Text alternatives
for non-text content
• Is this guideline relevant to the accessibility needs of your Persona1?
• Identify individually, then discuss with your group.
5 minutes
Guideline 1.2: Captions and other
alternatives for multimedia
People who cannot hear audio or see video need alternatives. Examples include:
• Text transcripts and captions for audio content
• Audio descriptions, narrations to describe important visual details in a video
• Sign language interpretation of audio content


• Is this guideline relevant to the accessibility needs of your Persona1?
• Identify individually, then discuss with your group.
5 minutes
Guideline 1.2: Captions and other
alternatives for multimedia
How do our cell phones
cater to accessibility needs?
• Android – Talkback
• iOS – VoiceOver
• In pairs, practice turning Voiceover/Talkback on and off, and navigating an
app/website.
• Keep instructions open on your laptop/iPad and follow them to explore Voiceover or
Talkback on your phone.
• Step-by-step instructions for iOS and Android on Canvas, under Workshop
Materials for Week 2.
8 minutes
Activity: Using VoiceOver (iOS) or
Talkback (Android)
• You have
• chosen a service to evaluate;
• obtained a Persona1 with accessibility needs.
• Start creating your own accessibility checklist for reviewing your service. Many of the online
accessibility checklists have a checkbox you can tick, but for A1, you can instead add a column
where you enter notes about what you observe. In many cases, a tick would be sufficient too.
• https://webaim.org/standards/wcag/checklist an example checklist, WCAG 2
• How will you record your findings when out and about: paper and pen or a checklist on your
phone?
• https://www.thisisservicedesigndoing.com/methods/autoethnography
Preparing for A1
• “Short” version of typical autoethnography
• You explore a particular experience yourself in the real situational context, mostly as a
customer or an employee
• Several considerations:
• Overt v/s covert
• Online v/s offline
• Actions with v/s without people, machines, websites
• Good step-by-step here: https://www.thisisservicedesigndoing.com/methods/autoethnography
Autoethnography in
Service Design
Next week:
Accessibility 2
Questions? Post on Ed Discussion!