A good service is one that everyone can use regardless of access, need or the type of technology they use. Making things accessible isn’t just about catering for those who are blind or hard of hearing. Service teams should consider things like cognitive impairments and motor impairments too. Thinking about colour contrast and writing in plain English also make services more accessible – it’s all about breaking down barriers.
Accessibility is everyone’s responsibility
I think accessibility issues can be overlooked by digital service teams. It’s not because they don’t care, it’s more that sometimes they’re not aware of different accessibility needs. When I started working on this project I made it my business to flag these issues from the start. Soon afterwards, the rest of the digital wills team began considering access needs automatically.
To help people on the wider team (our subject matter experts from Co-op Legal Services) understand the importance of designing in an accessible way, we invited them to user research sessions so they could see how people with accessibility needs use the service.
We started with clear content
Wills are traditionally written using complex language that many people find hard to understand. Lots of will-related terms are unfriendly, sometimes unfathomable – for example a grandchild is referred to as an ‘issue’.
Terms like this make the service restrictive for everyone, not just for people with certain cognitive conditions, and those with low literacy (16% of adults in England are ‘functionally illiterate’ which means they wouldn’t pass an English GCSE).
So, every time we use a will-specific term, we explain it in plain English. We cut the jargon and replaced it with clear, simple language so people can understand the decisions they were making more easily, and without having to involve a solicitor.
By making things understandable, we’re making them accessible. Our content designer Jo Schofield explains how we designed the wills content so it would lessen the effort needed to read and understand it in her post Making a will can be daunting. We’re trying to change that.
Totally on form
We thought about and tested how we could reduce the cognitive load throughout the user journey. The idea was to break down the content so that users got the information they needed, when they needed it.
We used ‘nesting’ to reduce the amount of information on the page when the user first reaches it. When the user chooses an option, we ask for any other details at that point rather than having all the questions on the page at once.
We’ve tested extensively with screen readers and had a number of people test with their own devices and assistive technology. We’ve found that nesting makes things less overwhelming. Here’s an example of an earlier iteration of the same page that didn’t test as well.
The new form elements will be included in the Co-op Design Manual and used across the Co-op businesses.
Test. Iterate. Test again
The only way to know if we were improving the service for people with accessibility needs was to test it with them.
Testing needn’t be expensive. We tested the service with people at the Co-op by asking them if we could watch them use the service on our iPad. We also put a call out for testers in the internal newsletter and got lots of responses including one from a colleague with a visual impairment.
We also tested with people from a wide range of backgrounds in a user testing lab. We asked them to bring their own personal devices to test the app to help us understand how it can be used with VoiceOver (Apple’s screenreading software) and a high contrast colour scheme on an iPad, as well as quite possibly the oldest Android tablet I’ve ever come across. We have a device library at Co-op but nothing compares to the insight you get when you see your service working on the actual devices people use everyday.
Testing the service with a cross section of people on all sorts of devices (including their own personal setups) made us both aware of accessibility restrictions and helped us solve them.
We also asked accessibility specialist Léonie Watson to test our service. She gave us some excellent feedback and of course some small changes to make – none of us are experts.
If we’d had more time we know there’s more we could have done to improve accessibility even further. At the moment, anyone who’d like a Co-op will has to speak to a will writer on the phone. This is a legal requirement to make sure people are alone when they write their will but this interaction is obviously problematic for anyone who is Deaf or hard of hearing.
The Co-op Digital team will soon hand over the service to the Co-op Legal Services team so their wills writers can use it. However, we think that we’ve documented the service well enough so that this issue could be picked up again in the future. We have ideas about how it could be fixed, including by using video to verify identity.
Becky Arrowsmith is a Software engineer at Co-op, working in CoopDigital’s design team. This piece was originally published on the Co-op’s digital blogs. See also Co-op Content Designer Jo Schofield’s post on designing the Co-op’s wills service here