A mini ethnographic case study exploring accessibility
Team
UX Researcher - Leah Heifetz
Tools
Notebook
Laptop
Tape measurer
Phone camera
Duration
One week
Skills
Ethnographic research
Secondary research
Observation
Overview
Project Summary
As a UX researcher and parent to a child with a disability, I am passionate about the intersection of education and accessibility. Since it would be difficult to get into a school for observation and checking ADA compliance, I chose to observe a public space that supplements education and should be accessible to all: the library.
I did some initial research on accessibility at my local library. I approached this research as a person with a disability to see what their user journey would be when trying to use a public service at the library.
Outcomes
identified areas for improved accessibility in the physical space, media formats, and digital space
recommendations to further improve accessibility
Research Goals
I had basic assumptions. The library:
has some basic accessibility features as a public space (signage, pathways, etc).
has resources for the disability community, but maybe not a full line of materials
has an accessible website and meets WCAG 2.1 AA standards
I wanted to learn…
Does the library’s physical space consider patrons with disabilities of all kinds? Physical, developmental, neurological, and disabilities that come with aging?
Are there different media formats available for people with disabilities?
Where can the library improve its accessibility efforts?
Methodology
Fly-on-the-Wall Observation
My goal with the ethnographic research was to go unnoticed as a regular patron of the library. I wanted to maximize my discoveries of the natural environment and not interfere, so that I could collect real data.
Areas of interest
I created an ADA checklist to follow as I observed and navigated through the space.
I looked at:
parking
signage
paths and doors
furniture
public access catalogs and computer stations
checkout and reference desk
bathrooms and drinking fountains
children’s department
Media format
Using the library with accessibility in mind
In addition to the study, I had several tasks I needed to complete as a real visitor to the library. Performing tasks* with accessibility in mind gave me a look into barriers people with disabilities might face.
Tasks included:
Enter the building
Go to the bathroom
Return and checkout books
Look up a book at the Reference desk
Use the printer to print
*While a “walk a mile in my shoes” activity can be eye-opening for a non-disabled person (i.e. trying to open a lunch box with winter gloves on to emulate a person’s experience with low muscle tone) and are intended to create empathy for the disability community, it is in no way the same experience of someone living with a disability.
Findings
The physical space
PARKING
FINDINGS
ample parking with 2 van accessible and 2 car accessible spots (ADA requires 1 per 25 parking spaces); but oddly located far from entrance, making patrons walk a winding path
no railings on main walkway or entrance
Main accessible book drop closed; patrons must enter building to return books or use the car lane drop off which requires going down a curb (with ramp)
RECOMMENDATIONS
add lights to pathways
open book return on main path
SIGNAGE
FINDINGS
signage was fairly small with no braille or pictures
most signs were laminated or behind plastic which both created a glare and difficulty reading
Children’s Library sign had no pictures and a glare due to lighting
RECOMMENDATIONS
enlarge print, add braille and pictures to signage
do not laminate signs
FURNITURE
FINDINGS
35” between coffee table and chairs; ADA requires 40” furniture
Tables meet requirements with 27” table height clearance and 19” of depth underneath table for people with wheelchairs to pull up
RECOMMENDATIONS
space furniture out so that area is wheelchair accessible
BATHROOMS & DRINKING FOUNTAINS
FINDINGS
handicap stall available but no in-stall sink or mirror; main sink, mirror, hand dryer and soap inaccessible at standard height
no alarm button in handicap stall
heavy bathroom doors were not automatic
RECOMMENDATIONS
update bathrooms to meet ADA requirements: automatic doors, wheelchair-height sink and mirror, alarm button
install wheelchair accessible drinking fountain
The media formats
FINDINGS
selection of large-print books available
Video/DVDs available but not clear if they had with ASL offering
RECOMMENDATIONS
have a sign stating more further accessible material can be ordered from neighboring libraries
The digital space
Heuristic and accessibility analysis of website coming soon!
Where They Excelled
Public access catalogs and computer stations
accessible computer with screen reading program + assistive technology devices (though not designated as such; sits off to side)
36” of clear space around computer desks
Paths + doors
glass doors had stickers and signs on them for visually impaired
All pathways were smooth with no transitions except for security scanner into library
Counter height
all counters met the ADA requirements of 36” or lower
all computers at seating level
Additional Recommendations
Small changes create big outcomes
Visual path to kids library, larger signs with pictures; a lot is left to be discovered by patrons
Sensory area to self-regulate and be louder if needed
Curbside services to lessen the burden of entering/exiting car, building, etc.
Accessibility audit of website following WCAG 2.1 guidelines
‘Loud hours’ where visitors don’t have to worry if they’re being disruptive
Staff training on how to interact with people with disabilities
Concluding Thoughts
What went well?
Planning. I took the time to plan the study well. I went in with research goals and a checklist of what I wanted to observe. I even brought a tape measurer!
What didn’t go well?
Printing checklist. Ink was out on my home printer, so I figured it was a good opportunity to print my ADA checklist for the study while at the library. Turns out, the library only takes cash! I didn’t have any on me, but I had my laptop so worked off my laptop instead of the intended printed document.
Challenges encountered
Being inconspicuous. It was awkward to take pictures of the physical space without people noticing me. I did my best and probably raised an eyebrow or two of other visitors at the library:)
Room for improvement
Communication with staff. In order to really dive into the research, it might have been better if I explained to the library staff what I was doing, so that I could take ample pictures and do a contextual inquiry with them on services offered. At the same time, I didn’t want to risk not being able to do the observation at all.