When people talk about accessible and inclusive websites, they are mainly talking about the fact that a website is usable for (blind) visitors that use a screen reader and for people with a visual impairment or color blindness. It also means that a website is usable with a keyboard only without a mouse.
Often, conference/meet-ups talks, blogs, slack channel chats are about: when to use ARIA, how to use it, good HTML structure, CSS tips such as a screen readers class, color contrast and typography that are readable. There is a lot to learn and share with each other about these subjects.
This is a huge improvement compared not so long ago when people didn’t really think about accessibility and inclusive design.
But inclusive design is much more than structure, code and color only. Inclusive design is about the whole website as one — it’s about the complete experience of the user when they visit a website.
The non inclusive internet
In my own experience as someone who has always been hard of hearing and slowly became completely deaf. I daily come across situations that are not accessible or inclusive to me. I have no use for a well coded online form that works seamless in a screen reader or with tab keys, but makes it obligatory to fill in a phone number. Even worse if it doesn’t have a field for leaving a comment so that I can comment that I’m deaf and that I rather communicate through email, text message or WhatsApp.
I can easily make an online appointment on the municipality website for heavy trash pick up. But then I get a confirmation email from a no reply email address and the email only contains a phone number to call if something is amiss.
For years ordering food online was not inclusive. You had a broad choice of restaurants and broad choice of payment options like PayPal, bitcoins, credit card, bank and cash. But there was no extra field for comments and only a phone number in case something went wrong with the order or payment.
A field for an explanatory note on a food ordering page (and every contact page) is not only inclusive towards someone who wants to inform they are deaf and rather receive a text message instead of a phone call. But it is also inclusive towards people who have food allergies and want to make sure they won’t get sick from the food.
Inclusive design is also language and image
A lot of web shops don’t really think about their target group, with consequence that their website doesn’t appeal to a large part of their target group.
For example, a website that sells hearing aids. The stock images all portray older people. I was 12 years old when I got my first pair of hearing aids. Hearing impairment is a disability that affects all age groups. If today I still could benefit from hearing aids, I would for sure spend my time and money on a web shop that appeals to me.
How many times haven’t we sighed when reading a blog on a subject new to us. We want to know more about this subject, but the writer uses many difficult words and long sentences. There is so much to read and do online that it takes too much energy to read online text that is written too difficult. Imagine someone is undergoing medical treatment which gives lots of stress and affects their memory. They visit a website with information about their treatment for example which has difficult text. Such a website is non inclusive.
Design for everyone
When you are building a website, look further than structure, code, and colors. It can pass the Axe test, Lighthouse audit, Tenon.io and such with 100% marks, but still be frustrating to use for many visitors. The best test tools are people — a diverse group of people. Inclusive design is design. There doesn’t exist one single person who doesn’t profit from inclusive design.
Everything we use started as a design. A team sat down and came up with the design of the computer, tablet or phone from which you are reading this article. I sat down and came up with the design of this weblog. Someone sat down and came up with the design of the font being used on this weblog. You get the gist.
Most things are designed with one type of user in mind, the one with whom the designers identify most with. Consequently, the product is then not usable for someone else. That ‘someone else’ can be a large group of people that are being excluded and a substantial loss of income if you design a commercial product. While you always have a target group, even in that target group there is a vast difference between your users.
That is where the term Inclusive Design comes in. Heydon Pickering explains in more details clearly what inclusive design is in What the Heck is Inclusive Design?
In short, inclusive design means designing things for people who aren’t you, in your situation.Heydon Pickering
Deaf and HoH users
As someone who was diagnosed with a hearing impairment in the first grade and got progressively deaf till I lost all my hearing when I was 26. I experienced my whole life how products and environments are not made with Hard of Hearing and deaf people in mind. Even now in 2018 with all the technology at our disposition, it is not being optimally used to improve inclusiveness.
The Netherlands has about 3.756.000* people with a mild case of hearing impairment to completely deaf. Those are the numbers from 2013.
A lot of focus is going to blind people, people in a wheelchair or with other, visible disability when thinking about inclusive design. Being deaf is one of the most invisible disabilities. Unless someone tells you they are deaf you won’t know.
Every day I live in a world with obstacles, my oven, washing machine, public transport announcement, the fire alarm at work, just to mention a few. They all rely on sound only to give signals. You know how many times I thought I pressed “On” on my oven, just to realize later that I did not? Or that I forgot that I warmed something in it?
I’m not a fan of smart devices. Most if not all of them rely on sound for signals or actually talking to you. Even my (semi-smart) new washing machine I bought last year. I was told that it plays music when it’s done washing or drying. I had no idea. The manual did not say it plays music when it’s done.
General criteria for deaf inclusiveness
There are several key points to take into account when designing to be deaf inclusive. Of course, every individual project needs to be accessed on how to best be inclusive.
Caption for video and spoken sounds and/or provide transcripts for podcasts.
Provide (colored) light when using sound to give an alert or action. (E.g. public transport check- in and -out terminals.)
Make screens readable with good use of colors, e.g, red for warning, yellow for notice, green for good, etc. (E.g. public transport check- in and -out terminals.)
Don’t require a phone number unless you provide text and/or WhatsApp service.
Don’t be available only by phone, provide email, WhatsApp and/or live chat.
Provide a ‘Comments’ text field so people can indicate for example if they are deaf and prefer to not communicate by phone.
Avoid the use of a donotreply@yourdomain.com email. Especially with important emails.
Make sure your digital form/database takes into account if a client is deaf, blind, uses a wheelchair, etc. This way people can keep track and not make mistakes with their clients. E.g. a doctor office or hospital must be able to register such things with general patient information. (I know for a fact those systems don’t make that possible.)
I’ve been informed that the new privacy laws make this difficult. As long as this is an optional field filled in per request of the client it should not be a problem. I rather have they register I’m deaf than get phone calls I can’t do anything with. We shouldn’t use GDPR laws as an easy way out of being inclusive.
When organizing a congress, provide live captions. They are not only useful for deaf and HoH people. But also for hearing people who might have missed something or are not fluid at the language being spoken. Reading it at their pace helps.
In the Netherlands, there is only a handful of text transcribers that can transcribe in English for me. It has happened that I had to miss a congress last minute because the transcriber was sick. Also going to congresses abroad is not really viable for me. I would have to pay myself for the plane ticket, hotel, etc. for the transcriber. Imagine if all congresses had live transcription as a standard. I would be able just like everybody else, to decide last minute if I want to attend, what I want to attend and where I want to go to attend. That is being deaf inclusive.
I learned that the best way to educate yourself about people is to talk with people outside your bubble. I might be deaf, but I don’t know how someone who is blind, autistic or in a wheelchair gets about their day and the daily obstacles they encounter. I learned by meeting people and talking to them.
You can’t take every single thing into account when designing a product or website but you can make sure to include the general criteria, have it tested by different people and improve through feedback. That on itself will cover a lot of users with different needs.
If you think your users are not differently abled. Let me tell you this. As a deaf person, if a website, video, podcast, or a product is not inclusive towards me. I don’t email and tell the owners. I move on to one that is inclusive and spend my time and/or money on them.
If you have any comments, addition or so, you can let me know at darice [at] darice.org or through my Twitter @Darice.
I started attending conferences, workshops, and meetups around 2012 or so. I have been deaf since late 2007. But it wasn’t until three years later that I found out there existed such a thing as a text interpreter. It took so long because doctors refer patients who lost their hearing to get an CI implant. They don’t supply folders and information on living as a deaf person. They just want to “fix” the problem. But that is a story for another time.
With a text interpreter, a new world opened up for me with many possibilities. And even more when I found out that some of the interpreters can also transcribe English. Some of them transcribe English to English, others English to Dutch. This meant I could also attend talks, meetups, and workshops that are in English.
What is a text interpreter and what do they do exactly?
A text interpreter types everything being said for me on a laptop or tablet. For this, they use a special keyboard that makes it able for them to type more quickly than with a regular keyboard. To become a text interpreter you have to get a degree and many hours of training. Plus they need to learn sign language. It’s not an easy job.
The text is not error-less nor an exact wording of what is being said. It’s not ‘smooth’ like the subtitles on Netflix. Because real life is not scripted into short sentences. People talk fast, low voice, several talking at once, etc. There is also the matter of attending a technical talk, say about SVG, Javascript or even CSS. A text interpreter has zero knowledge on the subject and has to make sure I get a comprehensive translation of what is being said.
A lot of speakers at events talk really fast. They pack a lot of information in one talk that needs to be given in 50 minutes. Hearing people have told me it keeps the talk interesting and upbeat. For me, it becomes very difficult to get everything. A text interpreter can’t keep up with all the information. On a normal tempo, I already get the text with a couple of seconds delay. When someone is talking very fast, it gets even more delayed and incomplete.
Right now, it is better than nothing. At Fronteers conference they supply English subtitles for their conferences which is awesome. These are done by a team of interpreters who also have experience transcribing technical talks. This is great for me and other deaf or hard of hearing people. Also for people who are not fluent in English. They can use the subtitles to take in the information at their own pace. I still take a text interpreter with me. Because if there is a connection error to the subtitles screen I miss everything while they work on restoring the connection. At such time my interpreter takes over so I don’t miss everything.
My text interpreter also translates for me during breaks and lunch. When I can’t lipread someone she’ll repeat it to me and use supporting Dutch sign language so I can follow along. She might even type it on the phone if it is too complicated. You could also just use your phone when talking to me, it’s just like sending a WhatsApp, only I’m standing right there! 🙂
‘What is that noise?’
During events, workshops, and meetups I always sit in front. My text interpreter can hear it best from the front and have a clear view of the slides. They also need the room to sit comfortably with the keyboard. As for me, I read body language to compensate for not hearing the tone. I’m tiny, sitting in the back or even middle makes it almost impossible for me to see the speaker or have a clear view of the slides.
Text being transcribed for me during a conference
Obviously, every time I get stares, looks and some people even ask what it’s all about. Which is normal human behavior. We always answer and explain what, why and how. Unfortunately, there have been complaints about the keyboard noise. I have no idea how loud it is. I do know most people are not bothered by it. I have no idea if the people complaining (sometimes in not a very nice way) know that there is a text interpreter in the room. Which inspired me to write this blog to bring awareness to the existence of deaf people or hard of hearing people attending conferences, meetups, and workshops with a text interpreter or a sign language interpreter.
the more accessible events are for everyone, the more knowledge we all gain
I have been informed that some people find sign language interpreters distracting. They have to stand in front to sign to the deaf person. Even tho I don’t use a sign language interpreter, I have been to events with them and have not found it distracting at all. I’m fully aware that they are a necessity for deaf and hard of hearing to participate equally.
It would be great if in the future all events provide text and sign language transcribers, and wheelchair accessible locations by default. I know it costs money, hopefully, companies will be more willing to sponsors these things. After all, the more accessible events are for everyone, the more knowledge we all gain to apply to our work and daily life. A win-win situation for everyone.
Since I moved to the Netherlands in the year 2000, my main transport mode has been public transport. During my college years, I lived in another city than where I attended school and had to travel a total of 3 hours daily by train with NS and by default ProRail. The past 7 years, I travel for work 4 days a week by tram, train, and metro. Suffice to say I’m a seasoned train traveler. I’ve seen train travel improve, from making them all non-smoker to adding digital screens and an app. Gone are the days of trying to figure out on the yellow boards how to travel.
But for me as a late-deaf person, train service still leaves a lot to desire. Even with the screens in the train and an app. I always have a hard time figuring what is going on when there are train delays. It happens often that the screens in the trains are turned off. When they are in use the only information they show are the stops, current time and eventual time delay. If for some reason the train is standing still on the tracks a long time there isn’t a message on the screen explaining why. The only way to know what’s going on right away, is to hear it on the intercom from the conductor.
And most importantly yet. Safety. NS takes(rightfully so) the sign of doors closing very serious. You can get a hefty fine for trying to sneak in last second between the closing doors.
But I’m deaf, I can’t hear when the conductor whistles for doors closing. In Rotterdam when I get out of the metro sometimes I have about 4 minutes to make it to my train. I’m busy jogging up stairs, navigating the mass of people, checking-in, dodging more people, then going up the escalators to the platform. Even when I see on my watch there is one minute left, it might be less. Once I was just getting in when the doors closed, almost getting my backpack stuck. I thought I still had time left. But obviously, the conductor had already whistled. This could have been a potentially unsafe situation and I could have gotten a fine of hundreds of euros because I can’t hear the whistle signaling doors closing.
It made me think about why there aren’t any visual alert system that the doors are closing? If all doors were fitted with a red light that turns on or flashes, signaling doors closing. I wouldn’t have to stress if I’m trying to catch a train last minute. I would know if I still have time to get in or not. It would be handy too for hearing people who were still too far to hear the whistle but running fast enough that they’d think they still can get on the train.
Train travel would be so much more relaxing, accessible, safe and fun for hard of hearing and deaf people if we had easy access to last minute information and if the doors closing signal is also visible instead of only accessible to hearing people.
For the past two years I have immersed myself in accessibility, inclusiveness and diversity. As a front-end developer, my focus is of course on websites, user experience and technology. But I’m also a late deaf person. This gives me my own unique view and experience in daily life. When using the internet, doing mundane things like banking, ordering food or interacting with people.
Not a week goes by that I don’t talk to others about accessibility and inclusiveness. With both sides, abled and disabled people. That plus my own experience made me realise that in spite of all the good intentions. Inclusiveness still doesn’t get farther than good intentions.
Inclusiveness in the work field
Being inclusive is not like switching on a light. It takes genuine effort, dedication, empathy and hard work. From both abled co-workers and disabled co-workers.
The mantra is that we need to focus on what people can do well. Focus on their strengths. Give them the tools and space to work at the best of their abilities.
Being inclusive is not like switching on a light.
A disabled person needs to communicate clearly what they need to do their work with success. Abled co-workers need to understand that it takes a mindset change to create an inclusive work environment. It’s not just accommodating the office for a wheelchair. Articulating well for a hard of hearing co-worker. Avoiding putting bags on the floor creating obstacles for a blind co-worker.
It’s about understanding that being a disabled person comes with baggage. It costs more energy to compensate for being, deaf, blind, in a wheelchair or otherwise impaired. Personally, when I’m out of my safe place (home) I’m always on some kind of high alert. At work, social events, congresses, on the streets, etc.
It’s not only negative things that come with a disability. In my case due to being deaf, I’m always solving problems on the go. I need to do this to adapt to a world that is not designed for deaf people. I’m always thinking in solutions.
It appears that many employers and co-workers expect disabled employees to work just like them. Fast, make overtime regularly, flexible to adapt to anything, see the world the same way. While every disabled person has its own unique needs, one should not assume that they can function the same way as an abled person.
Steps to true inclusiveness
There are several steps a company can take to create a truly inclusive work culture.
Approach an organisation specialised in disability. There are many focussed on different disabilities. Most of them have experts that can give guidelines and tips how to make the work environment more inclusive.
Treat employees as they wish to be treated not as you yourself wish to be treated.
Don’t negatively question your employee/co-worker when they tell you about their disability. It takes courage every time to be vulnerable and tell someone about their disability and struggles. Respect that and don’t use that vulnerability against them.
Create an environment of open communication without judging.
Listen to ideas, feedback and input from disabled employees. They have a unique view on the world.
If the team undergoes drastic changes, it’s a good idea to touch base again with everyone about inclusiveness.
One would expect the hospital to be the one place accessible to everyone. Unfortunately even in 2017 it is not.
I have been a patient at the same hospital for almost 14 years. Till today it’s still a problem to communicate that I am deaf. Unless I ask the doctors and assistants specifically to email me, they will call me or my emergency contact if something comes up. I can’t be independent because applications and systems aren’t inclusive.
The system that the hospital uses has no field to indicate that a patient is blind or deaf or in a wheelchair. They can’t put in my information that I’m deaf and the primary contact method I prefer is email. That my sisters number is only to be used in case of emergency. That all appointment reminders can be texted to my own number or emailed to me.
Every time I see a new doctor or go in for a test I have to tell them I’m deaf. Because that very important information isn’t next to my name, birth-date and photo.
The system can get my pass photo and identity information from the government system. But yet it can’t handle important patient details that is crucial to know.
Automation, not for everyone
This year they implemented check in computers. Now when you have an appointment, you have to use a touch screen computer that scans your Dutch ID card, Dutch passport or Dutch drivers license. The system will show you your address and contact info and ask you if everything is still correct. It shows you what appointments you have that day. Then it will print out your ticket with a random number and the route you have to be at.
The first thing I noticed when checking in the first time: no privacy. Everyone can see your photo, name and address. I quickly learned to use one of the computers with the screen facing a wall. Months later they finally caught on and added those side screen things that ATM machines have. A small attempt to give one privacy.
I have a suspicion no actual patients were consulted when designing the system and process. For starters a blind person can’t use the check in touchscreen computers at all. They lose all independence and are forced to take someone to their appointments with them or ask one of the helpers to do it for them.
Elderly people who aren’t tech savvy also depend on family members or one of the helpers. It would have been better to use the system and retain the old way of just checking in with humans. This way people can keep their independence and dignity in an already difficult health situation.
Numbers and more numbers
Once you have checked in you get a ticket with a number which is shown on a screen (random numbers) in the waiting room when it’s your turn. No more doctor or nurse that comes to get you. Luckily most health workers still come out to get their patient. But there is no guarantee.
For me as a deaf person it means staring intensely at the screen as to not miss my number. I can’t hear the sound when a new number is shown. When the doctor or lab is running behind I’ll be sitting for 30 to 40 minutes staring at the screen. Instead of reading something to pass time and calm my nerves.
A blind person has no idea when their number is next. There are no braille tickets and the number is not called out. Because of the aforementioned lack in the system to highlight if a patient is blind, deaf, in a wheelchair and/or other. A doctor won’t know to get the patient. Unless it’s a patient they already know.
A couple of months ago I finally asked one of the doctors assistant if it is possible to put in my primary info that I’m deaf. She mailed the tech department for me with that question. She got a standard non answer: “you can add it in the patients file with the rest of their medical info”. Which isn’t the point. This kind of information should be available next to your primary information. Healthcare workers shouldn’t have to click more than once just to find out this kind of crucial information.
Once I got called three times in a row from an unknown number at the end of the working day. I had been to the hospital that morning for a blood test. My gut instinct told me it was the hospital calling with bad results. I had to answer the phone tell whom ever it was that I am deaf, to send a text message.
Turns out my own doctor wasn’t there and when they flagged my results — another doctor who doesn’t know me and did not take the time to read my file, called. They just checked my primary information and called asking me to come right away. Needless to say it was a long anxiety ridden hour while I tried to sort things out which this doctor. Who did not know I am deaf or that the flagged results are my normal blood values.
This isn’t an isolated incident at one hospital. I have been at three hospitals and they all lack accessibility and inclusiveness. It shouldn’t be this hard for disabled patients. It is not that hard for developers to make these systems accessible and inclusive. Having a diverse group of people to test the system can point out all the fallacies. There is no place as diverse as the hospital, because guess what? Health or lack of it, affects everyone.
Since the economy recovered the past years, food delivery websites are more popular than ever. You can put on Netflix and order anything your stomach desires and forget the world exists. Except if you are deaf or hard of hearing and live alone. Or maybe you live in a large building and the doorbell is broken.
In my case, I’m a bit of a food snob and I’m deaf. A food snob – part by taste and part by diet restrictions. And deaf because that’s one of the cards life dealt me later in life.
Thuisbezorgd.nl is the oldest most known food delivery website in The Netherlands. Most restaurants on it are the variety of cheap pizza, spareribs, shoarma, sushi and other fast food. You get the gist. It’s fatty, salty and in several cases with questionable hygiene.
In comes Deliveroo.nl Oh, how happy was I when I read about it. A delivery website that caters to the better food places. A gourmet hamburger or roasted chicken with veggies. Sounds better than a 20 minute salty pizza. Am I right? Except for one small not so small problem. See below exhibit one and two.
Menu
Payment
Most people won’t spot what is missing here. It’s a very small key part of any good usable and accessible interactive website. There is no “Comment” or “Special instructions” text box.
Want to let them know you are very allergic to peanuts? Too bad. Don’t want salt on your french fries due to your blood pressure? Too bad. You are deaf and want to let them know to text you instead of ringing the doorbell on delivery? Too bad.
And this is why I have never ordered anything on Deliveroo.nl.
Foodora.nl was the same story. But they have made adjustments. I have yet to try using their website since they implemented the comment box. I need to have lots of patience if I decide to try. If things don’t go well I’ll end up with undelivered food I paid for and unable to communicate with the restaurant.
Comment for each food item
Payment with special instructions
That is another thing with all these websites and food places. You can order online but if there is a mishap or anything, they only provide a phone number for you to call. No e-mail, no chat, no texting or WhatsApp. No food.
Thuisbezorgd.nl is the winner here who always had the “Comment” text box option. Some of the better food places are also using Thuisbezorgd now. Lucky for them. Now I spend my money on Thuisbezorgd and the better places available through them.
Accessibility is positive for everyone. The client and the seller. If the product is accessible for everyone, you get more clients thus more income (and/or visitors). It’s a win – win situation for everyone.
p.s. Some of you might wonder: “Don’t you have a doorbell system to alert you?” Well yes, yes I do. Only it won’t work with the building bell, only with my apartment doorbell.
Losing my hearing has made me more aware of how inaccessible the world we live in is. From train announcement only being called out instead of also being displayed on screens, to movies without subtitles and YouTube auto captions still sucking in 2017. Humans have a hard time being inclusive of everyone. The world is built for hearing, seeing, talking and full mobility only. Let me not even start about people who avoid me because I’m deaf. Either because they don’t want to deal with adjusted communication or they just don’t know how to deal and don’t ask me for whatever reason.
More than 10 years ago weblogs and articles were the main source of content on the internet. I missed nothing. Back then I was severely hard of hearing but thanks to so many written content I taught myself HTML, CSS, PHP and mySQL with no pain. I could read the latest TV show review or spoiler, breaking news, regular news, it was all written.
But as the years progressed, smartphones and tablets became mainstream. Everyone in the western (privileged) world is online 24/7. Which means our attention span have become less and less while the content available keeps growing everyday. People stopped writing and started making vlogs, videos and podcasts. I stopped following several weblogs and websites because most of their content is now only available in audio.
Humans have a hard time being inclusive of everyone. The world is built for hearing, seeing, talking and full mobility only.
Gone are the days that you could find lots of written content to learn the latest in (in my case) web development. It’s mostly video now a days with a few select developers who still write amazing content to learn from. Fortunately several videos have subtitles or transcripts. But as a deaf person, for me the best way is written content. With video’s you have to split focus on screen and text while trying to grasp and learn the material. You can imagine that with coding it is a bit harder than lets say a cooking instruction video.
Podcast and vlogging are so common now a days that even book reviews (book reviews!) aren’t written anymore but now you have booktube. I used to have a bookmarks folder full of book reviews weblogs. Most of those sites are dormant now.
Somehow I cannot compute why, why people who love reading, who love the written word. Only review those written words in video. Videos without subtitles.
People meaning well keep telling me that YouTube has auto caption. There is no eloquent way to put this. YouTube auto caption sucks. For being a Google product, a company that has whole departments full with engineers for each product. They still haven’t gotten speech to text even decently right. It’s easy to try for yourself. Mute the sound, turn on auto caption and use YouTube like that for a couple of days. Also, notice how happy you’ll be when the channel offers original subtitles for their videos.
I am glad that a group of front-end coders are now investing in inclusive design. Making websites accessible for everyone. It’s not easy. Not only do you have to work more precise and educate yourself about all kinds of people who use the internet. You have to educate the people providing content for the website you painstakingly coded to be usable for everyone.
It is an uphill battle, while a growing group of front-end coders are doing the good work. A giant like Facebook keeps pushing for video content as main content while doing nothing about captions or audio description. Netflix is leading by starting to add audio description and everything is subtitled. Although not in English.
Another misconception. Just because I live in The Netherlands does not mean I want subtitles in Dutch. I want them in English, especially if I’m watching a movie spoken in English.
There are many more examples of this imbalance. Technology keeps advancing but only a little is being done for inclusivity. Think about the new era of smart home, Amazon echo, etc. It’s mostly audio interface. What about we perfect speech to text and vice versa before we exclude even more people from daily experiences?
Obviously I am writing this from my personal deaf experience. But it counts for everyone. Improving inclusivity needs to be done and established as a standard on which we build everything. So far, this seems like a pipe dream.
Meanwhile I’m going to start a curated collection of podcasts, vlogs and YouTube channels that have transcripts or subtitles. It doesn’t have to be about web development only. A podcast about Buffy the Vampire Slayer, a vlog about pens and notebooks, a YouTube channel about the greatness of avocados. You get the gist.
Send your suggestions at darice {at} darice.org and I’ll add it to my links page.
