Global manufacturer of customer self-service terminals requested inclusive design review of the prototype of a new terminal

The manufacturer operates in a very competitive market place. They were looking for ways to enhance their offering and saw inclusive design as an opportunity. Their requirement was to identify any barriers that may exclude some people from using their product and to understand the changes needed to make it accessible to as many people as possible. 

To engage the services of specialist ergonomics and accessibility consultants to assess the design elements and mock up of the new product, comment on its accessibility and recommend design changes.

The expert review, which took place in the Netherlands, comprised two stages:

1.   A specialist ergonomist’s review assessing
    *  Physical design and access - the physical characteristics of the prototype; size and accessibility
    *  User interface - the screen designs, button and font sizes, and navigation through the tasks

2.    User testing
Mary-Anne Rankin, who regularly works in partnership with the chosen ergonomist, was asked to organise and lead the user testing. This involved her identifying and recruiting a small number of carefully chosen participants including those who are blind, partially sighted, power and manual wheelchair users, scooter users, as well as those with mobility impairments, manual dexterity difficulties, learning disabilities and dyslexia.

The user testers were asked to carry out a range of tasks using the prototype terminal which replicated those that would be undertaken by customers in a live environment. The equipment itself, and the user interface were both tested. Comments were also made on the requirements of the environment in which the equipment might be positioned. A detail report was produced which included images and video footage.

Accessibility is increasingly addressed at the tendering and procurement stages and this manufacturer saw the benefit of raising its own awareness of inclusive design, in order to gain the confidence and business of potential clients. This manufacturer believes that if it is able to offer a product that is inclusive, this could become its USP enabling them to gain competitive advantage over their rivals.