Online accessibility survey tool for small business owners
- Client: Access Israel
- Sector: Non-profit
- Contribution: Strategy, Product design, Art direction
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
- 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.
The Accessibility Survey is a significant barrage:
- 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.
- an online survey wizard to provide instant accessibility compliance feedback and guidance for next step
- 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
- 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.
Business owner will complete full accessibility survey, without typing.
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.)
Each domain was also connected to a relevant visualisation and guide.
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.
a demo illustration was provided for each advisory article, dedicated to the domain under discussion (Parking, Entrance, Elevator, Office interior, etc.)
Interaction and Motion
Basic interactions supported the mental model and gamification, reducing both lostness and friction throughout the rather long survey process.