Research and test with diverse users

How do you do it?

You can start to be inclusive by designing with your users, not just for them. Making assumptions about your users' wants, needs and experiences is never as good as hearing from the actual users.

When researching with users of your product or service, include users with a range of ability, age, language, location and device, to ensure that what you're designing is accessible.

Test the usability of your service end to end with your users in an environment that replicates the live version.

Plan your sessions. Treat participants with respect and take their individual needs into account.

Resources

• NSW Public Service Commission's Disability Awareness e-learning module – advice on how to create an inclusive environment and communication.
• UK Government's running research sessions with people with disabilities – simple actions you can take to make sessions easy and comfortable for participants.
• UK Home Office's designing research access needs: who to include when – a poster that steps through who to include, at which stage and for what purpose – during interviews, using paper or mock-up prototypes, prototype and production code.