Article - Conducting a UX test? Don’t forget people with disabilities

Conducting a UX test? Don’t forget people with disabilities

In the Netherlands alone, there are millions of people with (mild) disabilities. They may have impaired vision, hearing, difficulty with language or math, or struggle more than others to hold a phone. Using digital products and services is not always easy or straightforward for them.

Therefore, it is important to include them in your research. But how do you find this target group? And what should you take into account? Testing with people with disabilities is different from regular user research. So, before you get started, there are a few things you need to know.

Participant recruitment takes a bit more effort

People with disabilities are harder to recruit, which makes sense: disabilities are very personal. That’s why we work with various institutions and foundations that help us find the right respondents. The recruitment process requires a different, more careful approach, which takes more time. The big advantage of working with foundations that people with disabilities already have contact with? A trust relationship is already in place.

Through our network, we have access to a diverse group: from people who are visually impaired or have low literacy skills to people with motor impairments. Building such a network takes time, so if you need help with recruitment for your research, we can certainly assist.en.

The research looks different

Research with people with disabilities looks different in several ways: the location of the test, the preparation, and the approach during the interview. Here are four important reminders:

1. The subject is very personal. Normally, respondents are selected based on a superficial criterion, but now it’s very personal: their disability. This makes the interviews more sensitive. There must be space for the respondent to talk about how this challenge affects their life. If you don’t provide that space, there’s no trust, and you likely won’t get the most out of your interview.

There must be space for the participant to talk about the role the challenge plays in their life.

2. Be patient, give space. Sometimes the interview may proceed more slowly. Someone with a motor impairment may not easily pick up their phone to swipe. Or if you’re interviewing someone who has trouble reading, things take more time. You need to give more explanations, more guidance. Adjust your script accordingly, and don’t pack too much into the interview. If your respondent feels rushed, the test becomes a frustrating task. If they feel they have space, it allows the rest of the interview to flow more smoothly.

Someone with a motor impairment, for example, doesn’t easily pick up their phone to swipe. Adjust your script accordingly and avoid cramming too much into the interview.

3. Guidance may be needed. Typically, a UX test is one-on-one. There are no other people in the interview room, only in the observation room. But sometimes people with disabilities need guidance from a third person..

4. The participants capabilities take priority. In regular recruitment, the respondent doesn’t get to choose how the interview is conducted. We determine the location and method. But for people with disabilities, we reverse it: respondents can choose whether they come to the location or participate remotely. For some people, it’s simply too difficult to come to the lab.