Assumption is the mother of all mistakes: How Universal Design improves digital access for everyone

I had an interesting experience yesterday. To set the scene, I have recently been selected to sit on an advisory panel for an organisation, and one of the requirements is that panel members are vetted via background checks. This is common practice in the community and disability sector and I didn't think anything of it until I started having issues uploading proof of identity documents.

Codesign by people with disabilities is critical for ensuring accessibility

Now, I consider myself to be fairly tech-savvy. I have post-grad qualifications and over 30 years of experience using computers. I'm proficient with most common programs, apps, and platforms and if I don't know how to do something, I'll either research it on the web or ask someone who could help me. So having tried multiple times to upload a document during the week, I emailed the organisation that administers the platform and I'm waiting for a response. Being deaf, I don't do so well on the phone these days if someone bombards me with verbal instructions, so an email response with some basic checks to run should be sufficient. So while waiting for assistance, I thought I might as well progress another aspect of the background check through Service NSW. After following the prompts and filling in an online form at home, I had to pop into the local Service NSW office to verify my identity. Normally I'm not a fan of service counters and the 'take a ticket and hang around' thing. I would much rather do the whole thing online if possible. But the staff were really helpful and efficient so the line was moving quickly. Or so I thought. When it was my turn, the woman behind the counter noticed I had miss-typed one of the reference numbers for one of my identity cards. "Never mind", she said. I could hop on one of the public computers and resubmit a new application with the correct information.

In Australia, we have a 100-point proof of identity system. This means you have to submit one primary identity document like a birth certificate or passport, then a secondary document such as a driver's licence or 18+ ID card, and finally two other commonly used documents such as a Medicare or Pensioner's card, and a debit card or utility bill. All must show the same name. Seems simple enough if you're relatively organised.

When I rejoined the queue after submitting the second application, I was feeling a bit anxious. Not because of my mistake, but because it was now lunchtime and the number of people in the service centre had tripled. It was very noisy, and when the same woman behind the counter pointed out that I had made another error I got quite flustered. Usually it wouldn't be such an issue but I was feeling very anxious all of a sudden. To her credit, the customer service officer told me there was no rush and assured me that they would assist with a new application.

So back to the public computer I went, to submit a third application. By this time the noise was quite overwhelming so I asked one of the staff to double-check my information before I submitted it. Fortunately this time I had no problems. The application was accepted and my identity was verified at the counter. I left with a smile but also shook my head in disbelief at how many small mistakes I had made with such a seemingly simple process.

Now, I am not blaming Service NSW. In fact, they have been quite proactive in incorporating accessibility measures such as on-demand live captioning and Auslan interpreting. Not many other government services can make that claim, so I applaud their general approach. With a few tweaks I think their online application system could be made more accessible and inclusive.

In retrospect, I think general fatigue, anxiety and noise sensitivity (I experience periodic hyperacusis which makes noise uncomfortable) made it harder for me to complete the process. I was finding it very difficult to concentrate in the service centre and generally felt more prone to anxiety after a long week. The problem was all the reference numbers on the cards and documents that I had to input into the online application form. If I were able to photograph or scan the cards and citizenship certificate and upload the reference numbers to the system, that would have made the process much easier. The ability to scan a card is now a common feature of most smartphone cameras. The scanning feature 'reads' the card's details and it is then verified by the system and checked visually against the original card by a staff member before the application is approved. So much easier than typing lots of numbers!

So why am I telling this story? Because on the way home it struck me that my experience today was probably not dissimilar to someone with a disability that impacts their capacity to complete online applications. Except for them, the frustration and anxiety they experience occurs Every. Single. Time. For people who live with mobility issues or conditions such as blindness/low vision, acquired brain injury, mental illness or intellectual disability, filling in relatively straightforward online forms can be vastly more challenging than for the rest of us.

"It struck me that my experience today was probably not dissimilar to someone with a disability that impacts on their capacity to complete online applications. Except the frustration and anxiety they they experience occurs Every. Single. Time."

This leads me to the concept of Universal Design (UD). UD is essentially an approach that considers accessibility needs upfront, rather than as a tacked-on afterthought. Bergstahler (2012) talks about the seven principles of UD, being:

1. Equitable Use: Design for everyone, regardless of abilities.

2. Flexibility in Use: Provide options for individual preferences and abilities.

3. Simple and Intuitive Use: Easy to understand and use for all users.

4. Perceptible Information: Communicate information effectively across different senses.

5. Tolerance for Error: Minimize hazards and prevent accidents or errors.

6. Low Physical Effort: Require minimal physical effort from users.

7. Size and Space for Approach and Use: Provide adequate space for all users, including those with mobility devices.

What that means for any government department, service provider or business that is serious about accessibility and inclusion is this: step one is always to discard your assumptions about a client's ability to access and provide information in the typical way. For organisations that are transitioning to a predominantly online presence and fewer physical service counters, it is even more important that UD underpins future online architecture and systems. Outside the disability world there are other compelling reasons to embrace a UD approach:

• Aging population: By 2066, it is projected that older people in Australia will make up between 21% and 23% of the total population (ABS 2018).
  

• Prevalence of functional illiteracy: In 2013, 44% of Australians aged 15 to 74 years had literacy skills at Levels 1 or 2 (Level 1 being lowest accessible competency) (ABS 2013).
  

• Increased online service provision and integration of Artificial intelligence (AI): checks and balances are required to ensure new systems, processes, and user experiences accommodate various abilities, situations, and competencies.
  

• English as a Second Language: In 2016, there were over 300 separately identified languages spoken in Australian homes. More than one-fifth (21 per cent) of Australians spoke a language other than English at home. (ABS 2016).
  

To ensure systems and user experiences are as well designed as possible, digital architects, developers and decision makers must codesign their systems with a wide range of users. A key component of the UD approach is to test systems against the seven principles. If people with disabilities are included in the design process upfront, it can save a whole lot of time and resources by minimising the need to retrofit accommodations at a later date.

If you would like more information about how I can assist your organisation to improve the accessibility of your existing services or help you to design new, accessible services, please contact me.

References

Bergstahler, S. 2012. Universal Design of Instruction (UDI): Definition, Principles, Guidelines, and Examples. Accessed on 12 April 2024. Retrieved from http://www.washington.edu/doit/Brochures/Academics/instruction.html

Australian Bureau of Statistics (2018) in Australian Institute of Health and Welfare Accessed on 12 April 2024. Retrieved from https://www.aihw.gov.au/reports/older-people/older-australians/contents/demographic-profile

Australian Bureau of Statistics (2013) Programme for the International Assessment of Adult Competencies, Australia, 2011-2012. Accessed on 12 April 2024. Retrieved from https://www.abs.gov.au/ausstats/abs@.nsf/Lookup/4228.0main+features992011-2012

Australian Bureau of Statistics (2016) 2016 Census: Multicultural. Accessed 13 April 2024. Retrieved from https://www.abs.gov.au/ausstats/abs@.nsf/lookup/media%20release3