Verizon Accessibility
I had the honor of working with the head of Accessibility User Research at Verizon, both as my direct supervisor in the rapid research team and as a collaborator in accessibility studies. While at Verizon I conducted research with cognitive disability, screen reader, screen magnification, and colorblind users to exceed basic accessibility compliance and customer expectations. Here you will find an overview of my accessibility work at Verizon.
Tools
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Fable - I utilized Fable to conduct usability studies with screen reader and screen magnification users.
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UserTesting - I utilized UserTesting for remote, live usability studies and interviews with cognitive disability and color blind users.
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Microsoft Word - I utilized Microsoft Word to incorporate alternative text descriptions for images and added relevant text descriptions, since screen readers are incapable of recognizing text within Figma prototypes. Microsoft Word was essentially utilized to mimic what screen reader users would hear what the prototype would say
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Figma - Figma is the design platform the Verizon designers and researchers were the ones to test those prototypes.
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Google Office Suite - I utilized Google Office Suite to write test plans and to create findings presentations.
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Miro - I utilized Miro for notetaking during sessions and keeping track of insights and themes.
Timeline
As a member of the rapid research team, all studies submitted to our team must be completed within a week's time.. Since there is a limited timeframe each study is limited to 8 study participants, 30 minute sessions each, and 2 research objectives. Depending on the complexity of those objectives, I would either work solo or with a partner on a project. Most accessibility studies were the exception when it came to the amount of time for each session, in which each session was an hour each. Below is the weekly timeline detailing the average day when completing an accessibility study.
Day 1
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Studies are assigned to rapid researchers.
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Researchers send out invites for Kick-off meetings with stakeholders
Day 2
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Researchers meet with stakeholders during the Kickoff meeting to walk through prototypes and other materials, and to go over objectives
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After the kickoff, researchers write the test plan.
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Researchers submit test plan to manager by end of the day.
Day 3
After manager reviews test plan, researchers send the test plan to stakeholders for further approval
Day 4
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Researcher finalize any changes made to test plan in the morning
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Testing begins with 1st participant at 1pm EST
Day 5
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Test sessions are conducted all day
Day 6
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Researchers synthesize findings and then create finding presentation
Day 7
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Researchers hold a Read-out meeting with stakeholders to present findings.
Challenges
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Ignorance and fear - Prior to joining the UX Research team at Verizon, I had never knowingly interacted with anyone who had a cognitive disability or who was visually impaired/low vision. Admittedly I was very ignorant on how to interact and address these users, which scared me when I was assigned my first accessibility study. I expressed how I was nervous to my manager, who is also the head of Accessibility research, in which she assured me that I would be great and helped set expectations of what I should expect in these sessions and some challenges I might face. Despite the amazing advice I was given, up until that first accessibility session, I was nervous and full of anxiety since I desperately wanted to do a good job and not insult or upset any of the participants. However after meeting with that first participant and every participant after, all that fear and anxiety faded away as I gained more insight on these user's needs and simply who they were as people.
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Technical Issues - Within the context of remote user experience research, tech issues are an all-too-familiar occurrence that can elicit a significant amount of stress, regardless of the study modality or user demographics. Nevertheless, the technical challenges that arise when working with visually impaired participants may present a particularly intricate and taxing situation. The use of visual descriptors to convey the placement of a button or object, which is typically a reliable approach for sighted users, is entirely unhelpful for visually impaired individuals. Therefore, the resolution of such issues necessitates a heightened level of awareness, empathy, and ingenuity from all parties involved. In the midst of such technical challenges, it's essential to remain patient and understanding when working with users who require accessibility accommodations. Assuring them that you are available to offer any assistance within your capacity and exhibiting kindness can significantly alleviate the pressure and anxiety that these stressful situations may elicit. It is essential to recognize that navigating technology with visual impairments can present unique and frustrating hurdles that demand a heightened level of sensitivity, patience, and support.
Key Takeaways
During my time at Verizon so far, I have been fortunate to work on 13 accessibility studies, each providing invaluable feedback that can inform the design of any product or service, regardless of its origin or context. These insights can serve to enhance the accessibility and usability of any design, which is not only advantageous for individuals with disabilities but for all users. Integrating these takeaways into design processes can create a more inclusive and user-friendly experience, facilitating the use of technology by individuals with diverse abilities.
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It's important to recognize that many individuals with visual impairments rely on assistive technologies like screen readers or magnification software to navigate through web pages. For screen reader users, a clear hierarchal structure is essential to orient themselves and move efficiently through pages. This is particularly important when considering headings, as many screen reader users rely on them to sort through information quickly. Ensuring that a page has a well-defined structure can facilitate the experience for screen reader users and promote a more inclusive user interface.
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For screen magnification users, color contrast is a crucial aspect that can significantly impact their ability to read text effectively. Many of the screen magnification users I have interacted with have expressed a preference for high contrast colors, such as white text on a black background or black text on a white background. On the other hand, less contrasting text, such as grey text on a white or black background, can be extremely difficult to read and interpret, leading to frustration and confusion. Incorporating high contrast colors into design choices can significantly enhance the user experience for individuals with visual impairments.
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Similarly, individuals with color blindness may also experience difficulty discerning between color shades, making it challenging to differentiate between certain elements on a web page. Many colorblind users have expressed frustration with the lack of contrasting shades on various websites. As a result, they often rely on words and icons to communicate status and other information, which can be a barrier to their overall user experience. To mitigate this issue, it's essential to add labels to info or statuses communicated by color, so that individuals with color blindness have an icon or words to understand, regardless of their ability to perceive color.