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Accessible Customer Experience Design for the 'Frozen Survivor'

David Haddow
David Haddow

A UX case study project illustrating the methods used to identify gaps in health service provision for people after a major health event. The presentation covers identifying customer persona's and how design systems and styles were modified for those 'hardest to reach' - the frozen survivors. Wire-framing and prototyping are explored alongside a form of moderated user testing. The area of accessibility and accessible design is also touched upon.

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HEAD OF DIGITAL /davidhaddow DR DAVID HADDOW
HEAD OF BRAND, COMMS & DIGITAL
D E V I C E - A G N O S T I C U X D E S I G N U S E R J O U R N E Y M A P P I N G M O D E R AT E D U S E R T E S T I N G D ATA - D R I V E N U X D E S I G N A C C E S S I B I L E U X
Accessible Customer Experience Design for the 'Frozen Survivor'
P R O J E C T S T O RY - S U R V I V O R S U P P O R T
B E H AV I O U R A L U S E R P E R S O N A S
U S E R J O U R N E Y M A P P I N G T H E A S I S S TAT E
U S E R J O U R N E Y M A P P I N G
U S E R J O U R N E Y M A P P I N G
U S E R J O U R N E Y M A P P I N G 1. No two survivors go through the same sequence of touch points. 2. Behavioural state heavily impacted the choices they made. 3. A survivor will cycle through personas depending on the triggers they encounter.
D E S I G N I N G F O R P E R S O N A S
U X D E S I G N F O R P E R S O N A S - W I R E F R A M E S Wireframe Purpose?
U X D E S I G N F O R P E R S O N A S - W I R E F R A M E S Wireframe Purpose: 1. To transform research and content into an interface without any visual design. 2. To focus on content design, without the unintentional bias visual design brings. 3. A collaboration tool to share, test and re鍖ne ideas.
U X D E S I G N F O R P E R S O N A S
U X D E S I G N F O R P E R S O N A S - W I R E F R A M E S Summary information Checklists and bullet points Scannable, short paragraphs Link our to detailed info Multiple navigation systems Guided content
U X D E S I G N P R I N C I PA L S 1. Users come 鍖rst 2. Understand the problem before attempting to solve it 3. Accessibility and inclusive design principles bene鍖t everyone
U X D E S I G N A C C E S S I B I L I T Y W H AT I S A C C E S S I B I L I T Y ?
U X D E S I G N A C C E S S I B I L I T Y
U X D E S I G N A C C E S S I B I L I T Y
U X D E S I G N A C C E S S I B I L I T Y
U X D E S I G N A C C E S S I B I L I T Y E N A B L E M E . O R G . A U
U X D E S I G N A C C E S S I B I L I T Y Design with mobile and touch screen in mind Have a goal in mind and prioritise the information Present content in a meaningful order Content Colour Interaction Text & Icons Assistive Tech Make large clickable actions - dont demand precision Provide shortcuts, especially to reduce typing and scrolling Do not rely on colour alone to convey meaning Provide good contrast between text and background Icons must assist in interpreting the understanding and scanning of content Icons to must have a text label which is always visible Icons to be able to scale from small to large sizes used Full access by keyboard only Work with a screen reader
S U R V I V O R S U P P O R T - P R O T O T Y P I N G
M O D E R AT E D U S E R T E S T I N G
M O D E R AT E D U S E R T E S T I N G Focus is on behaviour - NOT opinions or preferences. With 5 users it is possible to identify 85% of usability issues; beyond this the law of diminishing returns is observed.
M O D E R AT E D U S E R T E S T I N G
M O D E R AT E D U S E R T E S T I N G
M O D E R AT E D U S E R T E S T I N G Bev - 2:10 - depression and social isolation Mahmoud - 4:40 - useless - 8:15 depression
M O D E R AT E D U S E R T E S T I N G
G U I D E D C O N T E N T Version 1: When was your heart attack? Are you a survivor or a carer? Version 2: Consolidated FAQs so the user gets to info quicker.
C A L L T O A C T I O N Version 1: Solid block, bright colours. Version 2: Less obvious, in body content, native look and feel.
Accessible Customer Experience Design for the 'Frozen Survivor'
U X D E S I G N F O R P E R S O N A S
U X D E S I G N F O R P E R S O N A S
D E S I G N I N G F O R P E R S O N A S
D E S I G N T H I N K I N G H Y P O T H E S I S E X P E R I M E N T O U T C O M E S U C C E S S FA I L U R E L E A R N I N G
D E S I G N T H I N K I N G I D E O ( F O U N D E R ) D AV I D K E L LY
D E S I G N T H I N K I N G
- S T E V E J O B S Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.
Accessible Customer Experience Design for the 'Frozen Survivor'
Questions?
D ATA
D ATA B I G
D ATA B I G C O N V E R S I O N SB O U N C E R AT E C L I C K S S E S S I O N S I M P R E S S I O N S R E A C H E N G A G E M E N T

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Accessible Customer Experience Design for the 'Frozen Survivor'

  • 3. D E V I C E - A G N O S T I C U X D E S I G N U S E R J O U R N E Y M A P P I N G M O D E R AT E D U S E R T E S T I N G D ATA - D R I V E N U X D E S I G N A C C E S S I B I L E U X
  • 5. P R O J E C T S T O RY - S U R V I V O R S U P P O R T
  • 6. B E H AV I O U R A L U S E R P E R S O N A S
  • 7. U S E R J O U R N E Y M A P P I N G T H E A S I S S TAT E
  • 8. U S E R J O U R N E Y M A P P I N G
  • 9. U S E R J O U R N E Y M A P P I N G
  • 10. U S E R J O U R N E Y M A P P I N G 1. No two survivors go through the same sequence of touch points. 2. Behavioural state heavily impacted the choices they made. 3. A survivor will cycle through personas depending on the triggers they encounter.
  • 11. D E S I G N I N G F O R P E R S O N A S
  • 12. U X D E S I G N F O R P E R S O N A S - W I R E F R A M E S Wireframe Purpose?
  • 13. U X D E S I G N F O R P E R S O N A S - W I R E F R A M E S Wireframe Purpose: 1. To transform research and content into an interface without any visual design. 2. To focus on content design, without the unintentional bias visual design brings. 3. A collaboration tool to share, test and re鍖ne ideas.
  • 14. U X D E S I G N F O R P E R S O N A S
  • 15. U X D E S I G N F O R P E R S O N A S - W I R E F R A M E S Summary information Checklists and bullet points Scannable, short paragraphs Link our to detailed info Multiple navigation systems Guided content
  • 16. U X D E S I G N P R I N C I PA L S 1. Users come 鍖rst 2. Understand the problem before attempting to solve it 3. Accessibility and inclusive design principles bene鍖t everyone
  • 17. U X D E S I G N A C C E S S I B I L I T Y W H AT I S A C C E S S I B I L I T Y ?
  • 18. U X D E S I G N A C C E S S I B I L I T Y
  • 19. U X D E S I G N A C C E S S I B I L I T Y
  • 20. U X D E S I G N A C C E S S I B I L I T Y
  • 21. U X D E S I G N A C C E S S I B I L I T Y E N A B L E M E . O R G . A U
  • 22. U X D E S I G N A C C E S S I B I L I T Y Design with mobile and touch screen in mind Have a goal in mind and prioritise the information Present content in a meaningful order Content Colour Interaction Text & Icons Assistive Tech Make large clickable actions - dont demand precision Provide shortcuts, especially to reduce typing and scrolling Do not rely on colour alone to convey meaning Provide good contrast between text and background Icons must assist in interpreting the understanding and scanning of content Icons to must have a text label which is always visible Icons to be able to scale from small to large sizes used Full access by keyboard only Work with a screen reader
  • 23. S U R V I V O R S U P P O R T - P R O T O T Y P I N G
  • 24. M O D E R AT E D U S E R T E S T I N G
  • 25. M O D E R AT E D U S E R T E S T I N G Focus is on behaviour - NOT opinions or preferences. With 5 users it is possible to identify 85% of usability issues; beyond this the law of diminishing returns is observed.
  • 26. M O D E R AT E D U S E R T E S T I N G
  • 27. M O D E R AT E D U S E R T E S T I N G
  • 28. M O D E R AT E D U S E R T E S T I N G Bev - 2:10 - depression and social isolation Mahmoud - 4:40 - useless - 8:15 depression
  • 29. M O D E R AT E D U S E R T E S T I N G
  • 30. G U I D E D C O N T E N T Version 1: When was your heart attack? Are you a survivor or a carer? Version 2: Consolidated FAQs so the user gets to info quicker.
  • 31. C A L L T O A C T I O N Version 1: Solid block, bright colours. Version 2: Less obvious, in body content, native look and feel.
  • 33. U X D E S I G N F O R P E R S O N A S
  • 34. U X D E S I G N F O R P E R S O N A S
  • 35. D E S I G N I N G F O R P E R S O N A S
  • 36. D E S I G N T H I N K I N G H Y P O T H E S I S E X P E R I M E N T O U T C O M E S U C C E S S FA I L U R E L E A R N I N G
  • 37. D E S I G N T H I N K I N G I D E O ( F O U N D E R ) D AV I D K E L LY
  • 38. D E S I G N T H I N K I N G
  • 39. - S T E V E J O B S Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.
  • 42. D ATA
  • 43. D ATA B I G
  • 44. D ATA B I G C O N V E R S I O N SB O U N C E R AT E C L I C K S S E S S I O N S I M P R E S S I O N S R E A C H E N G A G E M E N T