Accessibility Self-Check

Online accessibility survey tool for small business owners

  • Client: Access Israel
  • Sector: Non-profit
  • Contribution: Strategy, Product design, Art direction

The need

From client perspective (Access Israel):
  • Specific task: Increase the rate of accessibility adoption by small businesses.
  • Larger goal: Familiarize business owners with accessibility field and requirements
  • From user's perspective (business owners):
    • Specific task: Simplify the accessibility process.
    • Larger goal: Help gaining ownership and control over accessibility aspects of Customer Service and Business Management
    current user journey
    Current business owner journey

    Challenges

      The Accessibility Survey is a significant barrage:

    • it is required in order to determine compliance and to list needed modifications.
    • It is long, contains dozens of parameters, and conducted by a professional consultant.
    • It is the starting point of the process, with high probability of dropoff and friction.

    Optional solutions

    optional solutions effort per value
    Optional solutions on Impact per Effort matrice
    1. a Google Forms version of the printed survey, to be filled by the business owner and sent to Access Israel, who in turn will process and follow-up.
    2. an online survey wizard to provide instant accessibility compliance feedback and guidance for next step
    3. a Native mobile app to provide ability for actual onsite measurements and ongoing support and escort throughout accessibility compliance process

    After consideration, The online guided wizard was selected.

    While the Google Forms option was the cheapest in terms of time and effort, it had considerable downsides on effectiveness:

    • High probability of friction: long, traditional form with Limited options for guidance and rewarding within the flow.
    • Untrusted impression: asking business owners to feed sensitive data into a known free online tool.
    • lack of immediate feedback and follow-up

    The native mobile app, on the other hand, was beyond scope in terms of both initial effort and ongoing maintenance.

    Suggested user journey

    Suggested user journey
    Suggested business owner journey

    Design principles

    • Reduce friction as much as possible.
      Small slices, Simple actions, Reward often, Reflect constantly.
    • Guidance over Choice.
      reduce mental load to minimum.
    • Educate for accessibility must not distract the user or break the flow
    • Mobile first.Many of the survey questions require onsite presence. We can expect users to take it fron their mobile devices.
    • Support continuity The survey is long. Allow users to pause, stop or disconnect, and pick up from the closest part to where they left off.
    Design goal:

    Business owner will complete full accessibility survey, without typing.

    Architecture

    The main goal here was keeping things comprehensive, in shallow hierarchy and small bites. The accessibility survey was divided to 8 chapters, according to different business facility domains (Parking, Entrance, Loby, etc). Every domain contains flow of around 10 parameters (distances, number of stairs, door width, etc.)
    information architecture Each domain was also connected to a relevant visualisation and guide.

    Wireframes

    Designing for Mobile First approach, each survey section was planned to fit into the smallest available mobile-browser viewport. the view also included 2-levels progress bar, functionality of navigating and toggling relevant advisory article on and off by demand.

    wireframe: mobile
    Wireframes: mobile layout

    In order to promote accessibility education through the illustrated advisory, The desktop resolution makes use of a split-screen layout, presenting the relevant advisory article for each section of the accessibility survey.

    wireframe: desktop
    Wireframes: desktop layout

    High fidelity

    Access Israel: High fidelity mobile
    High fidelty: mobile
    Access Israel: High fidelity desktop
    High fidelty: desktop

    Illustrations

    a demo illustration was provided for each advisory article, dedicated to the domain under discussion (Parking, Entrance, Elevator, Office interior, etc.)

    illustration
    illustration
    illustration
    illustration
    Illustrations samples

    Interaction and Motion

    Basic interactions supported the mental model and gamification, reducing both lostness and friction throughout the rather long survey process.

    Accessibility survey interaction demo