Contrary to popular belief, good design is less about technology and more about people. When a digital product or service isn’t designed well, it doesn’t just frustrate people – it can also stop them from using it entirely.
The eminent designer Frank Chimero once said, ‘People ignore design that ignores people.’ If you really think about it, those words hit hard in today’s digital world. That’s because everything we design should perform and function well for everyone, yet this goal isn't always met. Many people still face significant barriers online daily because products and services are often inaccessible. Statistics also show that 88% of people won't return to a website or app if their first experience is bad. For people with disability, the impact is even more significant.
Consider, for instance, a video without captions or transcripts, excluding people who are deaf or hard of hearing. Or perhaps one of the most common digital barriers that elicits a mental facepalm – captchas and security measures relying solely on visual identification, excluding people who are blind, have low vision, or have learning or cognitive disabilities.
So, how can we make sure we’re designing products and services that work for everyone? The answer lies in inclusive usability testing.
If you're unfamiliar with inclusive usability testing, it refers to the process of testing digital products and services with a diverse range of users. This process allows product and service designers to gain valuable insights into the usability and accessibility of their products.
But first, it’s important to approach it with a well-structured plan. Here are some tips to help you get started.
Recruit users with diverse abilities and needs
Testing products and services with diverse users isn't just a matter of ethical and legal responsibility – it's also a means to enhance quality and accessibility for everyone. Plus, it helps identify and address issues that may impact other users, such as situational injuries, low bandwidth, poor lighting, or noisy environments.
When undertaking usability testing, work with users who represent different backgrounds, cultures, languages, ages, genders, and abilities. We recommend recruiting 3 to 5 participants from each of these six research groups to uncover the most common problems with the product or service.
It's important to note that these examples are not exhaustive, and the groups may include a broader range of individuals.
- Vision: People who are blind, have low vision, or are colour blind.
- Hearing: People who are deaf or hard of hearing.
- Learning and cognitive: People with dyslexia, autism, and ADHD.
- Physical and motor: People with arthritis, multiple sclerosis, Parkinson's disease, and similar conditions.
- Speech: People who experience apraxia, dysarthria, stuttering, and similar conditions.
- Culturally and linguistically diverse: By including people from different cultural and linguistic contexts, you can gain insights into how products and services are perceived and used across different cultural norms, languages, and communication styles.
Adapt your testing methods
There is no one-size-fits-all approach to usability testing, and the above groups vary widely, so it's important to recognise this diversity when planning your research. Adapt your testing methods to suit your product or service and the preferences of your users. This might involve conducting remote sessions instead of in-person sessions or using video or audio recordings instead of written notes. Adjust testing tasks, scenarios, or questions to match user difficulty levels and consider employing various tools like qualitative feedback or accessibility audits for analysis.
Consider the various assistive technologies your users might use. For instance, the needs of someone browsing a website with a screen reader differ greatly from someone using a screen magnifier.
Different abilities present unique challenges. For example, someone with a motor disability may struggle with physical dexterity using a keyboard, while someone using switch controls (a system designed for those with limited mobility) might face difficulties with precision while operating the controls. People with dyslexia may encounter obstacles related to reading comprehension, while someone with autism might have heightened sensitivity to sensory stimuli such as bright lighting and loud noises.
Test early
‘Good design is expensive, but bad design costs even more,’ as stated by entrepreneur and businessman, Dr. Ralf Speth. In the typical process of launching new products or services, security and basic error testing usually comes first. Usability or accessibility testing is often left until the end, leading to issues when deadlines are tight, and changes are costly.
It's more efficient to test early, gather feedback, and revise for a truly accessible product or service.
Harness the power of feedback
Usability testing isn't just about finding flaws – it's about learning and growing too. To truly improve your product or service, you need to dive deep into your findings. Make your testing journey more inclusive by not only addressing accessibility issues but also embracing the diverse perspectives and experiences of your users. Share your insights and recommendations in a clear and inclusive way with your stakeholders, team members, and users. After all, knowledge is power, and it’s what drives progress!
Resources for conducting usability testing
Ready to start testing? Use this collection of helpful resources for more guidance on planning and conducting inclusive usability testing.
- Accessibility and Inclusivity Toolkit: Usability testing
- GOV.UK Service Manual: Using moderated usability testing
- usability.gov: Running a usability test
- GOV.UK Service Manual: Running research sessions with disabled people
- Nielsen Norman Group: Talking with participants during a usability test