Summary
Accessibility is an essential aspect of inclusive design that considers the diverse needs of all people, including those with disabilities. Yet, accessibility is often treated as an afterthought, a task to check off, rather than as a process that’s integral to the experience. This session will guide you in moving beyond "fixing problems" to developing thoughtful, sustainable design practices that address and reduce barriers. Discover how building accessible processes that capture dynamic user needs make service design more inclusive and valuable for everyone.
Key Insights
-
•
The medical model of disability is less useful than the social model, which acknowledges that environments disable individuals.
-
•
Designing for the edges (people with disabilities) automatically benefits the middle (general population).
-
•
Integrating accessibility early in the design process saves costs and avoids complicated fixes later.
-
•
Disabling designs create barriers not only for the disabled but also for those with temporary challenges or social anxieties.
-
•
Accessibility solutions often overlap with general usability improvements, benefiting all users.
-
•
Every designer should consider how their designs will work for them as they age or encounter challenges.
-
•
Removing unnecessary requirements (e.g., photo verification) can streamline processes for everyone.
-
•
Accessible authentication methods (like third-party logins) reduce complexity and improve inclusivity.
-
•
Addressing accessibility not only fulfills ethical obligations but can also enhance business performance and customer satisfaction.
-
•
Complex designs can still be made accessible using modern assistive technologies.
Notable Quotes
"You probably wanna hit the resume recording button."
"When we create processes that work for the edge cases, we will also, by default, be creating stuff for that middle set of people."
"Disability isn't a problem with a person; it's about the systems and environments we create."
"Designing services that work not just for us now but for our future selves is our responsibility."
"If you decide that this process doesn't need identity verification, think about all the money you've just saved your organization."
"The earlier you consider inclusion, the less costly it is."
"As we get older, our hand-eye coordination isn't what it once was, and our cognition and memory aren't what they once were."
"The misconception that accessibility is unattractive only benefits a small group is incorrect; it improves experiences for everyone."
"Complexity is not a barrier for accessibility; modern assistive tech is highly advanced."
"Friendly systems that allow for easy access and interaction can benefit all users, not just those with disabilities."
More Videos
"Prototypes serve as tools for conversation, enabling feedback on how policies affect citizens' lives."
Ed MullenDesigning the Unseen: Enabling Institutions to Build Public Trust
November 16, 2022
"Cell phones were going to directly compete with personal computers and Intel should both accommodate this new communications medium and also adjust its strategy."
Peter LevinSolve a Problem Here, Transform a Strategy There: Research as an Occasion for Expanding Organizational Possibility
March 25, 2024
"Don't let anyone tell you how to do OKRs, make decisions based on what works for your team."
Bria Alexander Benson Low Natalya Pemberton Stephanie GoldthorpeOKRs—Helpful or Harmful?
January 20, 2022
"Our power to unlock greater customer experience quality and efficiency is vital"
Kate Koch Prateek KalliFlex Your Super Powers: When a Design Ops Team Scales to Power CX
September 30, 2021
"Say, this is meeting that or not meeting that."
Amy MarquezINVEST: Discussion
June 15, 2018
"If we design teams based solely on what we know today, we'll miss out on creating a better tomorrow."
Brenna FallonLearning Over Outcomes
October 24, 2019
"It's vital to communicate that researchers are not a burden when they express their needs."
Brian MossWhat Does it Mean to be a Resilient Research Team?
March 9, 2022
"We were able to move very fast when nobody could actually leave their homes."
Adel Du ToitGet Your CFO To Say: 'Our Strategic Goal is User Obsession'
June 10, 2022
"Design remains core to what we do; we’re sort of like super apps design plus."
Kate Koch Jean-Claire FitschenFlex Your Super Powers: When a Design Ops Team Scales to Power CX
September 29, 2021
