ABSTRACT
PURPOSE: Self-service interactive devices allow users to access information or services without directly interacting with service personnel. As the prevalence of disability increases, it is important to consider the barriers individuals face in using these devices and explore opportunities to increase accessibility through assistive and adaptive technologies. This study aimed to establish recommendations to enhance the accessibility of self-service interactive devices, with the objective of understanding users' experiences with these devices. MATERIALS AND METHODS: Nineteen semi-structured interviews were held with stakeholders focusing on accessible design for people with disabilities, categorized as (a) persons with lived experiences with disability, (b) disability advocates, or (c) assistive technology industry experts. The study used content analysis to identify recurring concepts and opportunities to improve accessibility. Participants discussed the potential benefits of updating or incorporating additional accessibility technologies into self-service devices and proposed solutions to existing deficiencies. RESULTS: Common concerns expressed among participants included the privacy and security of self-service devices, protection of personal information, and the consistency and usability of devices. Participants also suggested how this inconsistency could be mitigated and how to improve existing accessibility functionalities. Accessible functionalities in self-service devices have the potential to help address the unmet needs of Canadians with disabilities. CONCLUSIONS: With the breadth of available accessible and adaptive technologies, the study concludes that it is imperative to understand (1) what technologies are useful to people with disabilities, (2) whether the inclusion of these technologies is feasible in self-service devices, and (3) how user experience can be improved.
To support full participation of people with disabilities in public and commercial spaces, the intentional inclusion of accessibility in self-service devices needs to be strengthened when considering their usability and security.Many accessible and adaptive technologies are available, but when considering their integration into self-service devices it is important to understand which of these would be actually useful to people with disabilities, whether their inclusion is feasible, and how user experience can be improved.
ABSTRACT
BACKGROUND: Privacy agreements can foster trust between users and data collecting entities by reducing the fear of data sharing. Users typically identify concerns with their data privacy settings, but due to the complexity and length of privacy agreements, users opt to quickly consent and agree to the terms without fully understanding them. OBJECTIVE: This study explores the use of pictograms as potential elements to assist in improving the transparency and explanation of privacy agreements. METHODS: During the development of the pictograms, the Double Diamond design process was applied for 3 instances of user interactions and 3 iterations of pictograms. The testing was done by performing a comparative study between a control group, which received no pictograms, and an experimental group, which received pictograms. The pictograms were individually tested to assess their efficacy by using an estimated comprehension of information symbols test. RESULTS: A total of 57 participants were recruited for the pictogram evaluation phase. With the addition of pictograms, the overall understanding improved by 13% (P=.001), and the average time spent answering the questions decreased by 57.33 seconds. A 9% decrease in perceived user frustration was also reported by users, but the difference was not significant (χ24=4.80; P=.31). Additionally, none of the pictograms passed the estimated comprehension of information symbols test, with 7 being discarded immediately and 5 requiring further testing to assess their efficacy. CONCLUSIONS: The addition of pictograms appeared to improve users' understanding of the privacy agreements, despite the pictograms needing further changes to be more understandable. This proves that with the aid of pictographic images, it is possible to make privacy agreements more accessible, thereby allowing trust and open communication to be fostered between users and data collecting entities. TRIAL REGISTRATION: ClinicalTrials.gov NCT05631210; https://clinicaltrials.gov/ct2/show/NCT05631210.
