Have you ever been in a situation where you’re keen to test the accessibility of a service, but your target users haven’t communicated any accessibility needs? Sree (Sreemoyee), our Principal User Researcher, discusses how you can advocate for diverse user needs and ensure inclusive design on your projects.
In a recent project, our data-fluent user group did not declare any accessibility needs, which led our team to consider skipping accessibility tests. Recognising the importance of catering to future users with accessibility needs and staying ahead of evolving user requirements, I turned to an ‘Accessibility Lab’, a database of proxy users with accessibility needs curated by our client’s User Centered Design (UCD) team.
Who are proxy users in the context of accessibility testing?
Proxy users, though not part of the primary user group, share comparable digital skills and accessibility needs that make them useful contributors to inclusive design.
For my education-centric project, the Department for Education (DfE) Accessibility Lab was the ideal resource, featuring primarily teachers as proxy users who had signed up to be contacted for accessibility testing. Importantly, these teachers were not users of the service we were testing, ensuring unbiased perspectives without preconceptions.
How I prepared for accessibility testing with proxy users: hot tips
We opted for remote testing to accommodate the preference and availability of the proxy users. This decision necessitated adjustments to ensure effective testing.
Clearly communicating the necessary information
I communicated with the participants through emails and video calls, reassuring them that no prior knowledge of the service was necessary. Before the remote testing sessions, I provided them with the project background, outlining the goal of evaluating service accessibility. Throughout, I encouraged open communication, emphasising to participants that we are testing the service and not them, encouraging candid and honest feedback.
Tailoring the usability tests
It was important to familiarise myself with the specific accessibility needs of the proxy users to understand each person’s unique requirements. When testing with a participant with dyslexia who reported finding traditional text-heavy interfaces challenging, I asked them to describe their current environment and any assistive technologies they might use for dyslexia. During the test, I focussed on their interaction with fonts, line spacing, and visual cues to assess their content comprehension.
Crafting guided interactions
In remote sessions, I asked participants to use their main device and specified the browsers. Recognising potential challenges faced by proxy users who are unfamiliar with the service, I provided extra guidance and prompts, to enhance clarity in task understanding.
For example:
Original prompt: “Start the data submission journey and go through it as you normally would.”
Guided prompt: “Start the data submission journey by selecting option x on the homepage, and if you encounter any difficulties, feel free to ask for guidance.”
Observing and enquiring
As the remote setting made it more difficult to pick up on non-verbal cues, I used screen-sharing tools to observe participants’ facial expressions and gestures as they navigated through the webpages. I encouraged them to think out loud and share their preferences and dislikes. With their consent, I recorded the sessions for later review. I observed closely for signs of difficulty and asked open-ended questions, such as:
“How did you feel navigating through that section?”
“How would you describe your experience using this feature?”
Engaging with empathy
Mindful of potential challenges faced by users with cognitive impairments, I approached remote testing with patience and empathy. I gave extra time for understanding, adjusted the testing environment based on their real-time feedback, and strategically built in breaks and buffers within the testing schedule. One participant made what was my favourite request:
“Mind if I take a break to cuddle my cat?”
Using relevant tools and technologies
I facilitated the use of tools and assistive technologies as per user need to make the testing process smoother and more accurate. During a session, noting the need for screen magnification, I provided proxy users with the option to adjust the interface’s font size and contrast settings.
Would I recommend accessibility testing with proxy users?
Absolutely.
The Project Leads observed these research sessions firsthand and described them as “eye-opening” and “fascinating”.
But why?
The pros of accessibility testing
The benefits of conducting accessibility testing with proxy users are nuanced and varied:
Tech-debt mitigation
In the absence of actual users with declared accessibility needs, accessibility testing with proxy users encourages the adoption of inclusive design and development practices from the outset - the foundation that a truly user-centered service is built upon.
In testing, visually impaired users highlighted issues with cluttered screens and excessive scrolling. Their feedback revealed that the approach of cramming information into a small screen made it hard for users with visual challenges to understand the content.
The insight from users with accessibility needs, together with feedback from our target users, prompted us to simplify the homepage, making it cleaner and more straightforward, reducing cognitive load. We validated these changes through further testing to ensure enhanced usability.
Proxy users, with their unique needs, enable us to spot and fix accessibility issues early, helping avoid the accumulation of technical debt and costly retrofits later in its development journey.
Ethical inclusivity
Engaging with diverse users is vital for inclusivity. When real users don’t declare accessibility needs, proxy users guide us in understanding diverse experiences. It’s not a checkbox exercise; it’s our ethical duty to ensure digital services are equitable for everyone. During testing, one proxy user emphasised the importance of truly grasping diverse user needs, stating:
“I want options, not assumptions… It’s awfully good of you and your team to reach out to understand my experiences.”
Enhancing user experience through unbiased perspectives
Proxy users, especially those unrelated to the service or product being tested, bring a fresh perspective to the table. They offer insights without the bias of prior knowledge or experience, helping us see our product objectively. Their feedback acts as a powerful tool to uncover potential blind spots and create a more user-friendly experience.
Compliance with accessibility standards
Conducting accessibility testing, alongside accessibility audits, helps us meet the Web Content Accessibility Guidelines (WCAG) 2.2, which is based on 4 design principles: perceivable, operable, understandable, and robust.
In structuring the guidelines as principles instead of technology; the WCAG accentuates the need to understand how people interact with digital content, ensuring that the service is accessible, identifying areas for improvement, and reducing legal risks while promoting ethical design and development practices.
Specific educational insights
In the instance of our education focussed project, testing with the proxy users who were primarily teachers gave us valuable insights into the unique accessibility needs of education providers. Their feedback enabled us to develop and refine our service to align with the real needs of those in the sector.
The cons of accessibility testing with proxy users
While the benefits of involving proxy users are significant, it’s essential to acknowledge potential risks:
Representation gap
Proxy users, while sharing comparable accessibility needs, may not fully represent the experiences of the target user group. To address this, it’s essential to complement proxy user insights with targeted feedback from users with disabilities to bridge the representation gap.
Availability
Finding suitable proxy users for recruitment can be a challenge, potentially causing testing delays. In my project, this risk was mitigated by leveraging the client’s Accessibility Lab, a database of proxy users, which was readily available, preventing potential recruitment challenges and minimising testing delays.
Intermediary role
Proxy users, as intermediaries, may unintentionally filter or misunderstand information because they might not fully grasp the nuances of the target user group’s experiences. To counter this, I structured testing sessions with extra guidance and prompts to minimise the risk of misinterpretation.
In conclusion
Effective leveraging of proxy users in accessibility testing requires a balanced approach. While their insights are invaluable for inclusive design and early issue detection, it’s important to supplement their feedback with testing from actual users with disabilities whenever possible. Combining both approaches ensures a thorough evaluation of accessibility and usability.
See you folks on the inclusive side!
Key takeaways
Inclusive design: Proxy users can play a crucial role in ensuring inclusive design for diverse user groups, especially when there are no declared users with accessibility needs in the user research pool
Strategic decision-making: Gaining insights into accessibility needs of a diverse audience can enable data-driven informed choices.
Communication is key: Clear communication before and during testing sessions, and encouraging open feedback creates a conducive testing environment.
Tailoring testing session: Adapting usability tests to address specific accessibility challenges enables a focused assessment of user interactions with the service.
Testing with empathy and flexibility: Prioritising users’ needs and conducting tests with patience and empathy are crucial.
Maintaining a balanced approach: While proxy user insights are invaluable, supplementing feedback with testing from actual users with disabilities ensures a comprehensive evaluation of accessibility and usability.
Useful resources
Contact information
If you have any questions about our accessibility services or you want to find out more about other services we provide at Solirius, please get in touch.
This article was originally posted by Sree on medium.com.