Inclusive design: digital equality for older users

What if we are not there to help?

In Covid world, a lot of older users are getting online for the first time or using technology more than they previously had. For some, help may be needed.

Teaching people how to fish

I’ve read many stories of people teaching relatives how to use tech to stay connected during this time. It’s great that everyone is helping and caring for every generation.

In fact my neighbours have created a guide for teaching older relatives how to use Facebook and stay connected which is a genius piece of UX thinking, created by non UXers. The ultimate desire path.

But shouldn’t it be the aim of all products that the user can start using them without human guidance and in-person facilitation?

So why does this not apply to older users?

This is not a new thing

In some countries, over 65’s are the fastest growing demographic, and these are wealthy countries and people with internet access.

However there’s a difference between having internet access, knowing some internet terminology and being technically proficient enough to, for example, make Zoom work for the first time without someone walking you through it.

Example: My mother-in-law has limited mobility, lives alone, but has a laptop and an iPhone and is all over Facebook every day. But now that she has to connect to all her friends via digital channels (not just us long distance) new challenges arise.

It took a few goes to guide her through her first Zoom chat (using WhatsApp) and few goes on Facetime to get her using WhatsApp. And a few emails to get her using Facetime. What would an older person do without human-based internet tech support?

So what’s the problem?

There is a learning curve with any new product or technology. And it’s steeper and harder if you don’t have an existing mental model to build on.

Products and services are being developed for older users all the time, but across the digital channels and platforms that sell and provide access to them we’re failing to get the basics right in order to make these services accessible.

Learning an inconsistent platform

Basic UX best practice says that digital products should be consistent in terms of visual design, interaction patterns etc. Commandment #4. And yet so much of digital design work is making things more “wow” — unique, different, inventing shiny new ways of doing UI so that you have something to put on Dribbbbbbbble.

Stop it.

Instead, try making stuff look like and behave like things should look and behave on the internet so that the users have a chance of working out how to use it.

If new patterns emerge then great, but test them with ALL types of users to ensure that they work for all. And no, neumorphism is not accessible to all. Case in point. Just because you can, doesn’t mean you should.

Learning what to trust

There are things that we know are bad on the internet, that annoy us but that we know how to manage. We can use pop-up and ad blockers, make choices about cookies, we mostly know the difference between safe and dodgy looking apps. Some can also see the manipulative sales text and behavioural nudges that litter sites like hotels.com. Not all users do.

Trying to navigate your stupidly small fonts and buttons

I really, really hate font sizes and buttons that are too small. It’s not just Fitts Law applied to all humans, it’s tiny stuff, especially on mobile phones, being used by anyone over 44.

I hate seeing people struggling because some excited young designer drew what they wanted and ignored all UX best practice and accessibility guidelines. If they even knew they existed in the first place.

And don’t get me started on colour contrasts.

Understanding what things mean

UX writing is super important for tools and services used by older users. Yes it’s important all the time, but here more than ever.

Cookies? Captchas? Hashtags? Malware? It’s only 10 years since the general population of New York didn’t know what a web browser is.

Sure there are super-literate, digitally savvy customers who happen to be over 65, but it’s not the majority. Write clearly. And user test.

Why aren’t more things designed with older users in mind?

There are many reasons why the internet, and digital and mobile products aren’t designed for older users.

• Understanding principles of accessible design requires effort.
• Applying accessibility standards to digital design generates design challenges which some people don’t want to face. Some might say accessibility makes website design boring. Some clients might insist on shiny things that use their inaccessible brand colour palette. Some might say it’s a design challenge, pull your finger out.
• You don’t have to do it. Unless you are working on a government or public sector tool, or your product is specifically targeting older users, it is less likely that someone will make you change your approach.
• It’s not sexy. Again, the stuff on Dribbbbbble doesn’t look like the gov.uk website. However, it is the place to go if you want to (not) see white text on a pastel background.
• Most designers are not over 65 and so ironically for people working in UX, lack empathy.
• Most designers won’t really fight for the users. I have lost count over the number of times I’ve lost my sh*t over lazy colour contrasts. I don’t get it right all the time, but I’ll try to understand what users need, insist on accessible design standards and argue with clients until I’m blue in the face, then let the law deal with them.

We can’t do this anymore

Honestly, if the internet suddenly decided to discriminate against other groups and, for example, removed the ability to access or perceive endless streams of 3 second selfie videos, someone would soon fix it.

You can make your designs and experiences work not only for older users but all users by simply following UX best practice and WCAG 2.0 and 2.1 guidelines. It’s science, but it’s not rocket science.

You can provide links on your website or tool to online resources that specifically help and support older users in getting online.

You can also follow some basic principles in your every day work and stand up to the forces of laziness and stupidity.

What would we do, if we really cared….

A manifesto for inclusive design in the age of Covid:

• I will design all websites and digital products to be (at least) AA accessible as standard
• I will only allow my designs to be inaccessible if the client takes on the legal and moral responsibility for their failure in writing
• I will conduct user testing with users of all ages
• I will do everything in my power to make the client and the rest of the product team watch this user testing
• I will design product onboarding as if my grandmother is using it for the first time and I’m not there to help.

(add more in the comments if you have ‘em)

Let’s stop being *ssholes and make “digital self-service” a reality for all users.

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