As with everything, practice makes perfect, and while I’ve conducted hundreds of sessions, I hadn’t conducted any with blind users. Armed with secondary research as preparation, I felt pretty confident going into them and learned some lessons along the way to improve next time. Here’s what I learned
At SEEK we’ve been experimenting with the SUPR-Q. We had a few hypotheses from our first study that we’ve explored through our second SUPR-Q Study. These are:
Tool limitations may negatively impact scores
Drop off could be addressed by improving the survey design
Even with addressing 1) and 2) the NPS would likely still be lower when measured as part of the SUPR-Q than an individual NPS rating, and skew towards aesthetic feedback given the questions asked.
There are predictable questions I get asked over and over again when someone finds out what I research, and that I have 2 microchips inside my body. These same questions pop up on social media every time I appear on TV or in the news.
Some people refused to believe the reality of how these chips work, and there’s no point trying to change these minds; the “the Government is secretley tracking you with a microchip you recieved at birth, it’s all about the New World Order and they’ll switch you off if you don’t comply” crowd.
This post is not for them. This post answers the FAQs for people genuinely interested in learning about the technology and educating themselves on the reality.
According to Tile, Australian’s spend an average of 29 minutes per day searching for something they have lost. To get around the fallibility of human memory, people have taken to ‘life hacks’ so that they can’t forget their pass. Some individuals have gotten small microchips, the size of a grain of rice, underneath their skin for the guarantee that as long as they have their hand (which for the record, none of them have forgotten) they cannot forget their keys.
At SEEK we’ve been experimenting with the SUPR-Q. We first ran it as part of a usability test in face to face research (n=5) to trial, and then went full scale using an on site Hotjar poll (n=1,811) to get a more representative sample for our first benchmark. The SUPR-Q (Standardized User Experience Percentile Rank Questionnaire) is an 8 item questionnaire developed by MeasuringU that is used to measure the quality of the user experience. What actually impacts users likelihood to recommend?
Are ghost buttons really as bad as they've been made out to be? Ghost buttons are often touted as low-affordance, and it’s true of many of the examples we see — buttons with poor contrast placed over images making them difficult to use and confounds A/B tests. We say we are comparing ghost buttons and ‘normal’ buttons but we are really testing accessible vs inaccessible buttons, high vs low contrast designs, high affordance vs low affordance designs (and it’s not a surprise that ghost buttons lose). What happens when we test an accessible ghost button against an accessible solid button?
As technology becomes smaller, the way we carry it has progressed from luggable, to wearable and now towards devices that reside inside the human body, or insertables. We demonstrate this trajectory towards devices inside the human body, and carve out insertables as a specific subset of devices which are voluntary, non-surgical and removable.
At SEEK we introduced new Hack Skills activities to prep staff for our upcoming Hack 8. We kicked off with a 2 part design thinking workshop. This week we dive in we the practical exercises we taught in the workshops.
We often make assumptions about blind users, however blind users are not homogenous. They differ as much as sighted users in terms of technical ability and search strategies. Just as not every sighted person is tech savvy, not every blind person knows how to use a screen reader well, or utilizes all the power features. This literature review explains the online and search behaviours of blind individuals
We use colour as a signifier for people, places and things all the time. Probably more than you realise. About 8% of Australian males and 0.4% of females are colour blind. Like all people with ‘disabilities’, there are certain things colour blind people can’t do. Design can help make the world more accessible to ensure they can do everything those with ‘normal’ vision can. I explore ways to deign for colour blind users, which often improves the experience for everyone.
We’ve trained users with the five or seven point Likert scale survey questions, where the middle point means “neither likely nor unlikely”. Yet on the NPS a 5 does not mean "neither" it means the users is a detractor. Does the NPS tell us what users really mean?