disabilities by people with Access- Ability

Access-AbilityMaking technology more useableby people with disabilities

John Gill

ISBN 1 86048 030 6

© Copyright reserved, 2004

Design by Christopher Sharville www.laker-sharville.com

10 Public access terminals

Access

Location and instructions

Queuing

Floor surface

Lighting

Screen position

12 Telecommunications

Mobile phones

Keypads

Screens

Wireless systems

Video telephony

Interactive voice response

14 Computing

Hardware

Software

Internet

16 Television

Interactive television

Remote control devices

Typefaces and legibility

2 IntroductionInclusive design

4 DemographicsVisually impaired

Hearing impaired

Physically impaired

Cognitively impaired

Older people

6 Application areas

6 Transport

Ticket machines

Gateways and barriers

Screens

Smart cards

Navigation systems

8 Financial transactions

Chip and PIN

Screens and interaction

Electronic purses

Access-AbilityMaking

technology

more useable

by people with

disabilities

John Gill

18 Smart housing

Applications

Telemedicine

20 e-Government

e-Learning

e-Voting

22 Technologies

22 Smart media and biometrics

24 Controls

25 Touchscreens

26 Keypads

28 Visual displays

29 Typefaces

30 Pictograms, icons and symbols

31 Audio input and output

32 Wireless systems

33 Training, instruction books and help facilities

34 Legislation

Disability Discrimination Act

35 Advice and consultancy

A C C E S S - A B I L I T Y - G U I D E L I N E S F O R A C C E S S I B L E T E C H N O L O G Y

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Guidelines foraccessibletechnology

IntroductionThis publication provides an overview of guidelines that are now available on the Internet to helpdesigners, engineers and technicians solve the problems of making the technology in our everydaylives accessible and easier to use by elderly people and people with disabilities.

It is the experience of many who are neither elderly or disabled, that the technology in our everydaylives is both complex and difficult to deal with. From video recorder and television controls to mobilephones, ticket selling machines, screen interfaces and e-mail systems. Almost nothing is simple. Mostdevices are complicated and off-putting.

People with disabilities, such as low vision or poor manual dexterity, have long had to deal withdevices that have not been designed with their needs in mind. There is now growing concern thatthe lack of design foresight is creating greater social exclusion.

Governments, such as those in the UK, are committed to greater inclusion for persons withdisabilities. New systems for on-line voting and the delivery of screen-based services and informationare under way. In public places we have to interact with information screens, automatic gates andticket machines. In our homes devices use remote controls, buttons and screens.


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Inclusive designInclusive design is “The design of mainstream products and services that are accessible to, and usableby, as many people as reasonably possible, in a wide variety of situations and to the greatest extentpossible without the need for special adaptation or specialised design”.

The number of people with special needs is larger than the number of people with disabilities since itincludes children (about 20% of the UK population), older people (about 15%) and people who areleft-handed (about 10%). Another significant group is those people who have limited knowledge of theEnglish language, this includes some immigrants as well as foreign visitors. In addition systems for useby the general public should take into account differences in culture, particularly among ethnicminorities, which may render some designs unacceptable.

The increasing need to adopt an inclusive design approach is because of:• The increasing number of older people• Changing consumer expectations, particularly with regard to retirement• New procurement policies (particularly from government departments)• New legislation (such as the Disability Discrimination Act).

www.tiresias.org/guidelines


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Physically impairedPhysical problems can make holding ahandset difficult and make keypad or touch-screen operation slow and inaccurate. Thesetasks may also be painful. Being in awheelchair or needing a walking stick canmake access to machines difficult. Physicaldifficulties include:

• weak grip

• arthritis

• cerebral palsy

• spinal cord injury

• head injury

• stroke

• loss of limbs or fingers

• Parkinson’s disease

• multiple sclerosis

• muscular dystrophy

Visually impairedThe eye conditions which most commonlycause low vision are:

• Macular degeneration

• Glaucoma

• Diabetic retinopathy

• Cataract

• Retinitis pigmentosa

• 67% of visually impaired people have another permanent illness or disability.

• 35% of visually impaired people experience some difficulty in hearing normal speech (about 50% of those over 75).

• 56% of visually impaired childrenhave at least one other impairment.

• Over half of visually impaired people in the UK live alone.

Hearing impairedHearing loss is not simply a matter ofreduced sensitivity that can be overcome byincreasing signal loudness. Hearing loss isusually dependant on the frequency (pitch)of the sound. People with hearing loss havethe same pain and discomfort thresholds forsound as hearing people, so that whensound is amplified so that it can be heard itis quite easy for the sound to reach thediscomfort or pain thresholds.

It is estimated that up to 9 millionpeople in the UK have a hearingloss (mild hearing loss to profounddeafness).

DemographicsThe user groups described herehave been defined in terms of theirfunctional ability, with specificemphasis on use of information andcommunication technology systems.

In the elderly population inparticular, there may be a tendencytowards hearing, vision and mobilityimpairments arising in parallel.Therefore, while the numbers are‘best estimates’ for single groups ofusers, they should not beaggregated. The group sizes havebeen estimated conservatively andvery much larger numbers would beobtained if lower levels ofimpairment were included. Forexample, over half of the populationneeds some form of opticalcorrection, and about one sixth hasa clinically significant level ofhearing loss.

The lower levels of impairment willnot normally lead to difficulties inusing information andcommunication systems but cancause problems in adversecircumstances.

This is how a person with normal vision would see a telephone. The other picturesdemonstrate how someone with various eye conditions might see their telephone.

Macular degeneration


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Cognitively impairedThe type of cognitive impairment can varywidely, from severe retardation to inability toremember, to the absence or impairment ofspecific cognitive functions (mostparticularly, language). Therefore, the typesof functional limitations which can resultalso vary widely and include:

• Cognitive impairment

• Dyslexia

• Learning impairment

• Language impairment

• Dementia

• Seizure disorders

• 2.5 million people in the UK havea speech or language difficulty.

• 5% of children enter school with difficulties in speech and language.

• 30% of stroke sufferers have a persisting speech and language disorder.

Older peopleOlder people tend to be slower to learn newskills, have difficulty in memorising andreacting quickly to instructions. Also manyelderly people prefer human assistance tousing self-service terminals; however, this isnot insuperable with suitable user interfacesand appropriate training. Many elderlypeople use the telephone or video cassetterecorder even though they may not befamiliar with all of its facilities.

For elderly people it is importantto remember that hearing, visionand mobility impairments combineto make information technologymore difficult to use.

Wheelchair user: 0.4%

Cannot walk without aid: 5%

Cannot use fingers: 0.1%

Cannot use one arm: 0.1%

Reduced strength: 2.8%

Reduced coordination: 1.4%

Speech impaired: 0.25%

Language impaired: 0.6%

Dyslexic: 1%

Intellectually impaired: 3%

Deaf: 0.1%

Hard of hearing: 6%

Blind: 0.1%

Low vision: 1.5%

Estimated percentage ofpopulation in Europe withproblems using information andcommunication technology:

Cataracts Diabetic retinopathy Tunnel vision


A typical journey is likely to involve:

• Deciding how to get there

• Getting information from a timetable

• Getting to embarkation point

• Buying a ticket

• Knowing which bus, train or tram to board

• Getting on and finding a seat

• Finding and operating gates and doors

• Knowing where you are

• Knowing when to disembark


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Planning a journeyMany journeys involve using more than onemode of transport. However, obtainingreliable information about the variousoptions and relative costs is not easy,particularly if you have a visual impairmentor limited mobility.

Timetables can be confusing even if you canread the numbers and visually track acrosscolumns. Many elderly people findtimetables so daunting that they are put offusing public transport other than on routeswith which they are familiar.

TransportTransport companies are designingnew and different systems to selltickets, control doors and gates,provide information, announcedestinations and make transportmore easy to use. These systemsrequire that we interact withscreens and keypads, insert coins,banknotes and payment cards,activate gates with tickets or smartcards, press buttons, read displays,listen to announcements and followsigns.

The best of these systems allowpeople with good eyesight andquick movements to pass quickly ontrains and buses. For people whohave low vision, use wheelchairs,are deaf or have poor manualdexterity, these interfaces andcontrols can make travelling a verydifficult process.


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Ticket machinesBuying tickets from machines is a complexactivity. The large number of variants indestination, ticket types and costs meansthat a user has to select options by touchinga screen or pressing a range of keys orbuttons. Money or payment cards also needto be inserted. It is possible to designmachines that have large clear screens thatare easy to read, and to design a sequenceof actions that are easy to follow.

If ticket machines are not easy to use bydisabled or elderly passengers, thenappropriate alternative methods for ticketpurchase should be available.

ScreensScreens that are clear and bright, that uselegible typefaces and that are designed todisplay information in a clear logicalsequence, greatly help most users.Touchscreens can eliminate the need topress complex keypads. Screens should bepositioned to reduce reflective glare fromsunlight or illumination.

Gateways and barriersMany gateways and barriers activate when aticket is inserted in a slot or when acontactless smart card is used. Gatewaysand barriers need to be clearly signed sothat people with low vision can see whichway to enter a gate. Signs, instructions andticket slots must be clearly visible,illuminated well and designed to help peoplewith poor manual dexterity.

Smart cardsSmart cards are able to carry informationthat can make machines more ‘user friendly’than they have ever been before. Fordisabled and elderly people, a smart cardcan carry information that specifically relatesto the individual and that can tell a deviceto:

• allow the user more time

• simplify the choices, such as issuing a pre-set ticket type

• display larger characters for people with low vision

• provide audible output

Navigation systemsNavigation systems, such as those used incars, have the potential to assist blindpedestrians, and could be linked toautomated information systems accessibleby telephone with voice commands.

Contactless smart cardsA contactless card, working at a distance ofup to 10 cm, will help those who haveproblems placing a card in a slot. This is ofparticular importance to wheelchair users,those with Parkinson’s disease or arthritis,and people with a visual disability.



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These pages show some examples of the guidelines thatcover financial transactions - they include:

• Locating and accessing terminals

• Card systems

• Chip and PIN systems

• Screens and interaction

• Labels

• Operating instructions

• Inserting cards, coins and banknotes

• Keypads

• The arrangement of keys

• Distinguishing function keys

• Audible and tactile feedback

• Screen position

• Typefaces and legibility

• Parallax problems

• Touchscreens

• Retrieving money, cards and receipts

The process for using a Chip andPIN card will be:

1 The shop assistant will input the amount to be paid.

2 The customer will hand their card to the assistant, or insert it themselves in the terminal.

3 The customer will then check the amount on a visual display.

4 The customer will input their PIN on a numeric keypad. This keypad may be on a flexible lead of sufficient length that it canbe operated from a wheelchair.

5 The terminal will print a receipt so that the customer has a record of the transaction.

In a restaurant, the system will be the sameexcept that the waiter or waitress will havea portable terminal which he or she willhand to the customer for the PIN to beentered.

Chip and PIN cardsThe Chip and PIN system is being promotedas the main way to pay using credit anddebit cards. Most shops, restaurants, petrolstations and other outlets will have new tillswith ‘PIN pads’. With a Chip and PIN card,customers will be asked to enter their 4 digitpersonal identification number (PIN) at thepoint of sale instead of signing a paperreceipt.

For people with hand tremors or a visualimpairment, inputting a PIN may be mucheasier than signing a poorly printed slip ofpaper.

FinancialtransactionsIncreasingly the financialtransactions we make in oureveryday lives involve the use ofpayment cards, keypads andscreens. We interact with screensand keypads on cash machines; weare asked to check paymentamounts on visual displays andenter PIN numbers on keypads.

These type of transactions takeplace in shops, restaurants andtransport systems every day. Smartcards and Chip and PIN cardsare nearly always required for thesefinancial systems.

People with low vision, poor manualdexterity, cognitive impairments orwho are in wheelchairs can findthese devices and machines verydifficult unless the terminals andmachines are easy to reach, easy tosee and easy to operate.

Banknotes and coinsMany machines take banknotes and coins.People with low vision can have difficultyidentifying a banknote and inserting it in aterminal. Machines should be designed toaccept banknotes in any orientation. Themachine should also clearly display thestatus of the transaction, and inform theuser why the banknote has not beenaccepted.

Electronic pursesAlthough electronic purses could be used asa replacement for cash, it appears likely thatin the future the main applications will be inspecial areas. A typical scenario for using anelectronic purse might start with a personloading and checking their card with atelephone linked device at home, driving to astation car park, using the card to pay forentrance to the car park and paying for atrain ticket. The electronic purse can betopped up at a bank cash machine.

Mobile phones can also be used as a form ofelectronic purse. In Scandinavia a person canstop at a vending machine and buy a bar ofchocolate using their mobile phone. The costis charged to their telephone bill.


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For local government, the use of electronicpayments can reduce costs. For example ifcar parking were paid with electronic purses,the cost of a person emptying cash frommachines could be saved. Where subsidisedcosts are used, for school meals or localtransport, an electronic purse can storespecific information relating to differentpayment rates. The facility to have an audittrail for payments can also be of greatadvantage.

All of the potential applications of electronicpayments create opportunities for improvedmanagement and cost savings. However, forthese systems to be used by everyone,thought must be given to how people withdisabilities would use the keypads andscreens of devices that are designed to besmall and easy to carry.


Screens and interactionOn most terminals the visual instructions onthe screen are the main guide for the user.There are a large number of factors thatdetermine whether reading the screen willbe difficult or easy for disabled or elderlypersons. The size of type, brightness andcontrast are very important in helping readtext on a screen display. For hand-held Chipand PIN terminals the display must be largeenough for a person with low vision to seetext and numerals. For a cash or ticketmachine, the screen must be positioned sothat reflection and glare do not make itdifficult read the screen.



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For many disabled and elderly users, themost important aspect is consistency in theuser interface; this is particularly importantfor visually, intellectually and cognitivelyimpaired users. A prime example ofinconsistency is the lack of a single standardrelating to the layout of numeric keypads.

AccessThere are many things that can be designedaround a terminal to make it moreaccessible to disabled and elderly users. Forexample, a space beneath the facia of theterminal will allow for the footrest of awheelchair. A notch adjacent to the faciawould be useful for those needing to proptheir walking sticks while using theterminal.

Some people may only use a public terminaloccasionally and generally with little or notraining. To make public terminals easy touse it is important that they are designedwith an easily understood system ofoperation, clear instructions and a responsesystem that lets the user know what ishappening. What is ‘logical’ to the averageuser may be different from what is ‘logical’to the designer of a terminal. It is essentialto test any new user interface with a cross-section of potential users, including disabledand elderly people.

There are some well designed terminals thatare easy to use. For example, some terminalswill recognise a card when it is entered andoffer the user the option to carry out thesame task as last time, such as purchase thesame train ticket.

Location and instructionsFor low vision users, signs showing where aterminal is should be large and highcontrast. Instruction labels should be placedwhere they can be easily read. If labels arepositioned near the keyboard, it is importantthat the labels are not scuffed or wornaway. If this is likely then the labels shouldbe replaced periodically.

Audible locationIf a blind person is not familiar with theenvironment, it can be difficult to find aterminal. One possibility is to use acontactless smart card, carried by the blindperson, to trigger an audible signal from theterminal at a distance of a few metres.

Public accessterminalsAn ever growing number ofterminals in public places demandthat we interact with screens andbuttons to buy tickets, draw money,use services or get information. Theway these machines are designedand how they operate can be verydifferent. Locating and using them –particularly for people who areblind, have low vision or otherdisabilities – can be very difficult.

To make significant progress inaccessibility and ease of use, publicterminal designers, manufacturersand service providers must adopt aninclusive design policy and betterdesign standards.

In some countries legislation nowrequires service providers to makepublic access terminals accessible topeople with disabilities. The highcost of retrofits means that it willbe wise to consider these needswhen planning new systems orservices.


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LightingIt is recommended that a backgroundillumination of at least 50 lux be provided atfloor level. The illumination on theinteractive areas of the terminal should be atleast 200 lux. The lighting should not causeany direct glare to the eyes of the users, orreflections from the screen.

Screen positionSunlight can degrade the viewability of thedisplay for all users. The screen should beshielded from direct or reflected sunlight orother bright light sources. The display shouldbe viewable from the eye level of a personsitting in a wheelchair. People with lowvision should not be prevented from gettingtheir faces close to the screen.

People who wear bifocals find it difficult toread the screen of most public accessterminals, since the screen may not be at asuitable distance for the near or farsegments of their spectacles.

Parallax problemsThe conflicting requirements of tallpedestrian users and short wheelchair userscan lead to a significant group of usershaving parallax problems when lining up thefunction keys with the displayed option.Lines on the user-interface leading from thekey to the surface of the display canalleviate this problem.


QueuingWhere queuing is likely, considerationshould be given to some non-obstructivemethod of queue control such as variationin colour of flooring or pavement. Thesystem should maintain privacy and securityfor the user.

Floor surfaceThe floor surface should be level in thedirection parallel to the facia of theterminal. The gradient of any crossfallshould not exceed 1 in 20. There should be aclear area of 1.5 metres radius directly infront of the terminal, which should not beobstructed by litter bins or other streetfurniture.

The guidelines that cover publicaccess terminals include:• Location signs

• Queuing systems

• Lighting

• Floor surface

• Clear area

• Audible location

• Card systems

• Swipe card readers

• Embossing on cards

• Contactless smart cards

• Card orientation

• Labels

• Numbered instructions

• Braille instructions

• Legibility

• Card entry


• Screen position

• Parallax problems

• Audible instructions

• Speech output

• Video links


Mobile phonesMobile communications are spreading, notonly in quantity but also in diversity. Moreand more applications are evolving. Atypical example is the payment of Londoncongestion charges using text messaging orthe use of mobile phones to pay for itemsfrom vending machines where the chargecomes through on the telephone bill.

The decreasing size of handsets has broughtadvantages to many users but at theexpense of small keypads, limited sidetone,and small visual displays. To provideaccessible services may require increasedcollaboration between network providersand terminal developers; legislation invarious countries may provide the stimulusfor commercial organisations to seriouslyconsider the needs of disabled users.


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These pages show some examples of the guidelines thatcover telecommunications – they include:

• Mobile phones


• Video phones

• Bluetooth and wireless systems

• Keypads

• The arrangement of keys

• Distinguishing function keys

• Audible and tactile feedback

• Typefaces and legibility

KeypadsEnlarged keys enable persons with poordexterity to press the correct key; thespacing between the keys is as important asthe size of the keys themselves. A concaveshape to the keys will also help fingers tostay in place. Guarded or recessed keys canhelp a person who has difficulty in makingprecise finger movements. A dial-out buffermemory enables users who are slow indialling to avoid being timed out.

The optimum spacing of keys on a mobilephone handset will depend on whether theuser uses a thumb or finger to press thekeys. Teenagers tend to use their thumbs,but many elderly people prefer to use afinger; this has implications for the optimumspacing between keys.

TelecommunicationsThe conventional fixed-linetelephone has provided enormousbenefits for many people withdisabilities and older people.However the evolution from beingsolely an audio system to one whichalso carries data has introducednew possibilities as well as newproblems.

Additional services, such as e-mail,mobile and video phones requirethe use of a screen to display textand often graphics. These screenphones pose obvious problems forpeople with a visual or cognitiveimpairment, but there are methodsfor alleviating these problems.

The speed of telecommunicationsdevelopment poses new problemson how to incorporate inclusivedesign in the development process.

Visual ringing signalVisual ringing signal is essential for peoplewho are deaf. Visual signals incorporated inthe terminal are often not easily seen andare mainly of use as a reminder of linestatus. An interface should be provided sothat external lights or a vibrating pager canbe triggered by the phone.

ScreensThe screens on telephones tend to be small.A large character display is essential formany people with a visual impairment. Thevisual display should also be high contrast.This is particularly important now thattelephones are used to access more servicessuch as timetables.


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Wireless systemsBluetooth is one example of a short-rangewireless technology that can link appliancesand devices together, so that control andcommunication can be managed remotely. Itoffers a number of very interesting andimportant applications for people withdisabilities. Small devices that have tinyknobs – mobile phones, hearing aids, pocketcalculators etc. – could be controlled from aseparate keypad, appropriate to the user’sneeds, connected via a Bluetooth link. This isof great significance because the mobilephone itself could replace the remote controlfor televisions and video recorders. It canprovide an interactive channel (for servicessuch as tele-shopping) while connecting tothe television via Bluetooth.

Video telephonyVideo phones have been slow to makesignificant market penetration. This isattributable to the low bandwidth availableto most domestic consumers. For deaf users,a video phone could transmit sign languagewith a modest picture quality, but greaterbandwidth is needed for lip reading.

Relay systemsRelay systems use an operator to helptextphone users to communicate with peopleusing ordinary voice phones. Where a call isbeing made between people using anordinary voice phone and a textphone, anoperator will automatically join the call andtranslate what is being said.

Interactive voice responseInteractive voice response (IVR) systems cangive particular problems for deaf users andthose with a cognitive impairment. Using aone-piece phone, where the keypad isintegral with the headset, makes it difficultfor the user to simultaneously listen andpress keys. Therefore, adequate time needsto be given for the user to respond.

Recommendations for IVR are:

• Allow for users who need extra time to respond to prompts

• Provide a means of access to a human operator

• Provide a recovery route from error

• Provide different audio feedback for valid and invalid key presses

• Provide a consistent and predictable user interface

• Use consistent terminology

• Keep user IDs to no more than 8 digits

• Do not require that the same information is entered more than once

• Provide users with the facility to repeat the audio output

• Provide context-sensitive help



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Computer HardwareThe reduction in the size of computers, theaddition of innovative plug-in devices, theneed to interact with precision all requirethat we have good manual dexterity, goodeyesight and a good understanding of howdevices connect and how to use controls.Anyone who does not have thesecapabilities cannot easily use these devices.

For many people connecting peripherals canbe problematic. Physically impaired usersoften have difficulty in using input devicesor in handling storage media. People with asevere physical impairment would find ituseful if a means of connecting analternative keyboard were available or ifhardware sockets, such as USB, weremounted on the front of computers.

Interacting with computersVisually impaired users often have problemswith reading the display as well as usinginput devices such as a mouse. The option touse keyboard input instead of a pointingdevice is essential to blind users. Syntheticspeech output or braille displays can outputtext, but graphics are problematic. Also it isdifficult to interpret spatial relationships,such as layout, from just textual output.

Since audio output is limited in mostcomputer systems, the problems for hearingimpaired users are few; however it is helpfulif audible warning signals can be displayedvisually. The increasing use of multi-mediaoutput means that more considerationshould be given to the needs of hearingimpaired users.

Some work has been done to includefacilities to help people with disabilities.Wireless systems are making it easier toconnect devices but, given how helpfulcomputers can be in our everyday lives, it isvery important that the things that wouldhelp people with disabilities are carefullyconsidered and designed into newgenerations of hardware and software.

ComputingComputing is an area which haschanged dramatically in the lasttwenty years. No longer are themain users people with knowledgeof programming. However there areindications that too many systemsare still designed for users with abackground in computing; forinstance, with some computers onehas to click on ‘start’ when onewants to turn off the computer.

Computer design continues toproduce devices that are innovative,more portable and ever moreuseful. However, on many computersthe user interface has evolved at aslower rate. Most personalcomputers have a visual display, analphanumeric keyboard and apointing device such as a mouse.Many of the new smaller computerssuch as PDAs (Personal DigitalAssistants) require the use of astylus pointer rather than a physicalkeyboard, which requires preciseeye-hand coordination.


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InternetE-mail, since it is text-based, has been veryuseful for many blind people since it isrelatively easy to learn and to use.

The world wide web offers excitingpossibilities for accessing large quantities ofinformation but there are problems. Firstlythe blind user needs a suitable browser. Aproblem is that many web sites use graphicssuch that they are not meaningful whenaccessed by a text-based browser (e.g. withspeech or Braille output). Guidelines havebeen produced for how to design accessibleweb sites, but these guidelines are widelyignored by commercial organisations.

The tools used by professional web sitedesigners now allow web sites to be builtthat can deliver ‘rich media’. It is thuspossible to deliver ‘voice labels’ that provideinformation in sound form in such a waythat a person with low vision can interactusing a keyboard and receive audibleresponses.

Web sites which require the user to fill in aform need careful design if they are to befully accessible as well as being easy to usewith non-visual output.

ChecklistA comprehensive checklist is available in theguidelines covering important points fordesigners of hardware and software systems.They include questions such as:

• Are controls and latches (on/off) reachable and operable with one hand and minimal dexterity?

• Can voice recognition be used to control the operating system?

• Does the operating system provide services for the applications to be accessible?

• Can the accessibility features be easily turned on and off?

• Does the operating system provide user preference profiles?

• Are all the operating system functions (including navigation) accessible by keyboard?

• Can insertion and removal of frequently accessed media be done using minimal reach and manual dexterity?

• Can the screen image be enlarged?

• If the product delivers speech output, are there mechanisms for private listening andinterrupting the output?

Computer SoftwareComputer software has become much moresophisticated in the last decade. The norm isnow to use a graphical user interface, suchas Windows, which can be accessible but isnot easy to use non-visually (e.g. withsynthetic speech output). However mostoperating systems now incorporateaccessibility features, but many older usersare unaware that these exist.

Particular problems are caused by softwarewhich bypasses the standard protocols in theoperating system; this can mean thatassistive devices will not operate correctly.

Cognitively impaired users can sometimesuse specific applications with little difficultyonce the application is launched andconfigured for their needs. However theyoften find error messages incomprehensibleand then get confused as to how they canrecover from the situation. Such problemscan also put off older users who may be lessexperienced in using computer systems.


Many older people are reluctant to usepersonal computers but would be preparedto use interactive television to obtaininformation (e.g. about local councilservices). However, if their initial experienceis poor, they may be reluctant to try usinginteractive television in the future.

If interactive television is to continue todevelop as one of our main informationsystems, it is very important for designers torealise that interactive television is not thesame as a personal computer and thereforeits design must be treated differently. If thefunctions and controls are poorly designed,they will be rendered inaccessible and noteasily usable by many of the populationwho could greatly benefit from them.

The current systems for interactive digitaltelevision appear to have been based on theconceptual models of keyboard-basedpersonal computer systems. These seem tohave evolved with the original TV remotecontrols to give a system that is becomingincreasingly difficult to understand or use.Most people need to use different handsetsto control the different television devices;digital receivers, video and CD recorders,and the television itself.

People with poor manual dexterity, visual orcognitive impairments can find accessingtelevision very difficult. The wide variety ofusers have different skills, goals andattitudes to the interaction required.


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Interactive televisionAs digital television evolves the new levelsof interactivity will include such things as:

• TV guides

• Social contact, e.g. e-mail

• Interactive/online games

• Enhanced programmes, e.g. voting on outcomes/issues

• Video on demand

• Shopping

• Live interactive sport, e.g. altering viewing options

• Talking books/radio

• Current affairs, e.g. news, financial information

• Interactive non-broadcast content, e.g.healthcare advice

• Web sites/TV portals

• Interactive advertising

• Courses/learning

• Search for jobs/holidays, etc.

TelevisionTelevision is today’s main mediumfor information and entertainment.Digital television is now replacingthe old style analogue television. Itis becoming highly interactive andrequires all users to be able to useremote controls with an on-screendisplay.

New television services are likely tobecome more interactive, deliveringimportant information and services,linking with e-mail and the Internet,allowing us to download, respondand carry out such tasks as e-votingand e-learning.

If everyone is to be allowed accessto this medium, the controls andoperating systems must be designedto include the needs of people withdisabilities.


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Remote control devicesIn comparison to computer screens, mostpeople view television a long distance fromtheir screens. To be able to operateinteractive television controls, the legibilityof features on the screen must be as clear aspossible.

The requirements to operate remote controlhandsets have become more complex. Inparticular, pressing buttons on the remotecontrol whilst watching the screen becomesdifficult for older viewers with presbyopia, asthe ability of the eye to focus at differentdistances decreases.

With the increase in television functions,more buttons are required on handsets thatare already very full. This leaves less roomfor text labels, which are often already toosmall.

Integrating smart card and digitaltechnology together, would enable peoplewith special requirements to configure asystem to meet their needs.

Mobile phone handsets could replace theremote control for televisions and recorders.Many of the new mobile phones (such as theNokia below) have larger screens. Devicessuch as this could provide an interactivechannel (for services such as tele-shopping)while connecting to the television usingwireless systems such as Bluetooth.

Typefaces and legibilityText when displayed on a television screen ismade up of multi-coloured pixels, whichtends to soften the appearance of text. Toensure that interactive television is easy touse, it is important that typefaces chosen todisplay text are suited to the medium andthat they are used in ways that ensuremaximum readability. Tiresias Screenfont is atypeface that was specifically designed forsubtitling on digital television.

DVDsVideos can be a useful medium fordisseminating information about the servicesprovided by an organisation. DVD has theadvantage that there can be more than onesoundtrack (e.g. for ethnic minoritylanguages) as well as optional subtitling invarious languages. For visually impairedusers, audio description can be beneficial;this is where descriptions of the visualaspects are inserted in the gaps in thedialogue. People with a hearing impairmentwould benefit from a sound track withoutbackground noise or music; on a DVD thiscould be a separate sound track.



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The need for visionary designAllowing people who are elderly or withdisabilities to live with some level ofindependence has always been a problemfor those charged with their care. Manypeople like to be in their own homes or liveas independently as possible in a placedesigned to provide care and support.

Local authorities and care organisationsconstantly explore different types of careenvironments and shelteredaccommodation. Concepts in smart housing,if well designed, can open up highlyadvantageous possibilities for both careorganisations and individuals.

Regardless of which technologies are used,the user interface is likely to be one of themost important features. This in itself is adesign challenge. As can be seen from thecurrent design of television controls, aconsistent and easy to understand interfacehas yet to be developed.

The use of wireless systems, such asBluetooth or ZigBee, could dramaticallydecrease the cost of installing smart systemsin an existing home. Wireless systems alsosimplify the process of modifying the systemwhen the user’s needs change or a newresident takes over the accommodation.

To provide sufficient support to give anelderly person confidence to continue to liveindependently may only involve a modestinvestment, which later can be re-used foranother individual. Common concernsamong elderly people are personal security,remembering to take medication and theability to call for help if they have a fall.

A well designed interface and controlsystem that could be easily adapted to aperson’s special needs must form the basisfor the development of effective supportsystems. Standardisation in connectivitywould also be very important.

If devices such as CCTV, videophones,audible systems, alarms, sensors andswitches were easy to connect and easy toconfigure a whole range of communication,support and monitoring systems could bedesigned.

Smart housingCurrently ‘smart housing’ is seen bymany as just sophisticated devicesthat enable people to control musicsystems, lighting and curtains. Butfor many elderly people or personswith disabilities smart housingcould provide valuable support intheir daily lives.

The technologies are now availableto allow wireless communications insheltered accommodation, alarmsystems, closed circuit television,security and monitoring systems.

People who need support can beless isolated through the use ofvideophones, the internet and e-mail. Telemedicine and telecare canopen up better levels ofinformation, communication andinteraction.

However, this requires the userinterface to be designed so that itcan be used by people with lowvision or other disabilities.


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TelemedicineAdvances in information and communicationtechnologies are changing the wayshealthcare is delivered. The internet is at theforefront of a change in the way informationis available. In remote areas video linksenable doctors to advise patients at adistance.

Many believe that telemedicine and telecaretechnology has proved itself both technicallyand clinically. Now the key issues concernthe way the introduction of these services ismanaged so as to maximise the benefits forpatients and healthcare services.

Smart cardsSmart cards can carry very specificinformation about a person, such as healthrecords. Smart cards can also be used tohelp people control devices. For example anelectronic medicine dispenser could bedesigned to release specific tablets to aperson, which could help avoid thedifficulties some people have inremembering what tablets to take or atwhat intervals.

With the increasing number of older people,it will be essential to make use ofappropriate technology since the cost ofsuch technology is usually modest whencompared with the cost of residential care.

These pages show some examplesof the guidelines on smarthousing. The guidelines cover:

• Wireless systems

• Visual alarms

• Intelligent alert

• Cameras and screens

• Telemedicine

• Telecare

Possible applicationsExamples of how smart housing design canhelp are: personal alarm system detectorscan notify family, friends or emergencyservices. In more remote districtstelecommunication links will enable somemedical services to be provided direct to thehome. A video telephone link to a servicecentre could provide many people with areassuring link to family, friends orassistance; this can be very helpful to peoplewith intellectual impairments. Audiblefeedback for blind users can help indicatewhether such things as curtains are open orclosed. On leaving a building, a verbaldescription or visual display of current statuscan advise about windows left open orelectrical devices switched on.



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It is expected that the main informationroute for government services will be theworld wide web and interactive television.

For many older people interactive televisionis likely to be a preferred option. However,the current systems for using interactivetelevision are not very accessible. Forexample filling in forms is not easy. There isalso a lack of appropriate help systems, if aperson does not know what action to takenext.

Designers need to consider the use ofpossible helpful devices such as smart cardswhich can store a person’s details such asname and address. This could be insertedinto an interactive television and help makefilling in a form easier.

Why e-Government?e-Government can offer services to citizensby providing them with greater access toinformation; to businesses by providing asingle point of access for administrativeinformation and requirements and betweenadministrations. Here, e-Government canprovide ways to enable a structuredinteraction between national, regional andlocal Government. Commitment to thefuture implementation of e-Government canalso be seen across Europe and in the USA.

Currently, in the UK, projects are underwayto use e-Government systems to improvecost effectiveness, reduce inefficiency andtransform the services offered to the publicin such areas as local authority benefitsystems. Other areas include:

• Social care assessment

• Housing repairs and benefits

• Street scene reporting

• Trading standards

• Environmental health

• Building control

e-Learninge-Learning is distance learning usingelectronic media such as computers, internetand intranet. Learning materials can beaccessed from the web or CD via acomputer. Tutors and learners cancommunicate with each other using e-mailor discussion forums. e-Learning can be usedas the main method of delivery of trainingor as a combined approach with classroom-based training.

Universities, such as University CollegeLondon, use web based courses for thedelivery of foundation course materials.Tutors can receive test results and respondby e-mail, allowing students who havedifficulty travelling to have ease of access.

e-Government and e-Learning

e-Government is the introduction ofelectronic methods of improving theway Government performs it’sbusiness.

The UK Prime Minister, Tony Blair,has set revised targets for allGovernment services to be offeredonline by 2005. This includes theaim to have e-enabled electionswith the capacity for an e-enabledGeneral Election some time after2006.

The current principal accesschannels for e-Government are:• Telephones• One-stop shops• Web sites• Digital TV

Although the accessibility of websites is being addressed, thereremain significant accessibilityproblems with other media such asinteractive television.


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e-VotingAn e-enabled election allows the voter tochoose one of the following channels:

• Internet

• Telephone (mobile, workplace or home)

• SMS text messaging

• Digital TV through the remote control

• Mail

Remote voting is voting from anyunsupervised location i.e. the home, office oron the street. Remote electronic voting isvoting that takes place by electronic meansfrom any unsupervised location.

To ensure that people with disabilities canuse these electronic facilities it is essentialthat design problems are solved for the useof devices that identify the individual, suchas smart cards with biometrics.

New media such as the internet has openedup new possibilities for the sale of technicalproducts for export. Technical manuals andon-line training and demonstrations can beaccessed via the web in different languages.

Organisations can also use e-Learning todeliver simple training packages in a costeffective way for such things as health andsafety. Employees can access courses fromremote locations. It is important toremember that the Disability DiscriminationAct requires employers to providereasonable access for disabled employees.

As e-Learning develops into more and moreapplications, the difficulties of access forpeople with disabilities must be carefullyconsidered. It is better to design inaccessibility from the outset rather than tohave to modify the design after the systemhas been installed. Testing the ease of usewith a cross-section of all types of potentialusers is very important.

Ballot machinesBallot machines are likely to be usedextensively in the future in supervisedlocations. It will be important to ensure thatvisually impaired voters can use ballotmachines with ease. Voice-guidance wouldhelp the voter step through the entire ballotin private. Cognitively impaired voters couldalso use this feature to simplify the votingprocess.

Easy operation of touch-screens and theability to position the terminal screen at asuitable angle will help individuals withaccessibility problems.

Flexibility and choiceImplementation of e-Voting, especiallythrough remote methods, should be basedupon the principles of flexibility and choice,ensuring that voters are not restricted to onepreferred method but can choose themethod of voting that most suits theirlifestyle and preferences.

PrivacyVoters, including disabled voters, expect theirvotes to be private and for no-one to knowhow they have cast their votes. It is alsoimportant to ensure that the voter has theopportunity to cast their ballot withoutcoercion, and that the voter is confident thatthe system is secure.



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For disabled and elderly people, a smart cardcan carry information that tells a terminal to:

• Allow the user more time

• Simplify the choices such as issuing a pre-set amount of money

• Larger characters for people with low vision

• Audio output of non-confidential information.

Card orientation and embossing Blind persons, and many elderly people, haveproblems in inserting the card in the correctorientation; this is a particular problem withcards which are not embossed. It isrecommended that a 2 mm notch isincorporated in the trailing edge.

A blind person can also have a problemselecting the right card from their wallet. Itis recommended that cards incorporateembossed symbols according to theEuropean standard.

Card entryOn some machines it is often far fromobvious where to insert a card. A flashinglight around the entry slot is beneficial. Forthose with hand tremor, it is useful if theentrance to the card reader acts as a funnelto guide the card in correctly.

Contactless smart cardsA contactless card can work at a distance ofup to 10 cm. These can be helpful to personswho have difficulty placing a card in a slot.

Smart media and biometrics

Smart cardsA smart card is a credit card sized plasticcard incorporating an integrated circuit. Thiscircuit holds information that can be securelyand accurately read by all sorts of terminals.Smart cards are able to carry larger amountsof information than magnetic stripe cardsand thus provide the opportunity to makemachines much more ‘user friendly’ thanthey have ever been before.

Smart cards are likely to be used in agrowing number of applications including:

• Public transport

• Credit and debit cards

• Access control

• Health records and prescriptions

• Electronic voting

• Pre-payment for gas and electricity

• Loyalty schemes

• Car parking

• School meals and student facilities

• Membership (e.g. libraries, sports centres)

• Driving licences

• Identity systems

• Telecommunications

• Electronic purses

PIN numbersMany cards use a four digit personalidentification number (PIN). People withdyslexia often have problems inremembering a four digit PIN in the correctorder, so are likely to prefer alternativebiometric systems for authentication.


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Biometric technologies include:

Facial recognition Facial recognition can have an unacceptablelevel of either false positives or falsenegatives. It is technically best used to say“is this the same person” rather than “whois this person”. Thus it is an appropriatetechnology when used with a secure tokensuch as a smart card. From the usersperspective it's non-intrusive nature is amajor advantage and users are likely toaccept such a system if it can provide adecision quickly, and is seen to be protectingtheir interests.

In passport applications, a false rejection willonly result in a referral to an immigrationofficer who can handle problems such aschanges in facial appearance.

Fingerprint systemsFingerprint systems are good for the lownumber of false acceptances, but can beproblematic for those with damaged fingersor with prosthetic hands. Some users willassociate fingerprints with criminalinvestigations, so may be reluctant to usethe system.

Iris recognitionIris recognition is a secure system, but theuser has to position their eye in relation to acamera. This can give problems for userswho are very tall, very short, or in awheelchair. There are obvious problems forusers who are blind or have a visualprosthesis. In addition some ethnic andreligious groups may consider such a systemunacceptable.

UpdatingThe biometric information can be stored in acentral database or on a smart card. Usersare likely to prefer the information to bestored on their card rather than on a remotedatabase. However, it is easier to regularlyupdate the database with revised biometricdata as the user’s characteristics change.

Users should have the facility to choose analternative verification system even if it is aPIN. However this choice may be subject toregulatory or legal requirements imposed onthe service provider. The user should beadvised if the alternative is less secure, butthe decision to use an alternative systemshould be left to the user.

BiometricsBiometrics permits the automaticidentification of an individual based on hisor her distinguishing physiological and/orbehavioural characteristics. Biometricidentification involves comparing with adatabase of templates to find out who youare, but biometric verification is where thetemplate is compared to the one suppliedwith your claimed identity. Some biometricsystems cannot do identification but canonly verify the claimed identity of a person.

For the user, it should be easy andcomfortable to use the system. Many userswould prefer methods which do not requirephysical contact between the individual andthe device. Consumers need confidence thatthe system will reliably correctly identifythem while not permitting other usersaccess; no current biometric system achieves100% success in both these aspects.

It is important that clear instructions areprovided on how to use a biometric system.To establish consumer confidence, it may benecessary to provide human assistance forfirst time users.


Facial imaging

Hand and finger geometry

Iris pattern

Dynamic signature

Voice

Vein geometry

Keystroke


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Locating controlsFor a blind person it may not be obviouswhere the controls are located if they arenot in a standard position. It is importantthat controls are grouped in a logicalmanner, and that they can be differentiatedby shape, size and colour as well as position.

LayoutThe layout of controls should reflect thesequence of operation (e.g. left to right, ortop to bottom). Consistency of layout isessential for users not familiar with aparticular terminal.

Labels and iconsText and icons must be clear, not too smalland have sufficient contrast to help peoplewith impaired vision. It is helpful if text oricons are positioned so that they are notobscured when the controls are beingoperated.

ColoursColours such as red and blue are commonlyused to distinguish hot and cold. However,status should not be indicated by colouralone since a significant portion of the malepopulation has problems distinguishingred/green or blue/yellow. People withretinitis pigmentosa often have difficultyreading red displays.

Relative and absolute controlsControls which change the relative, ratherthan absolute, values often cause problemsfor people with low vision. A blind personmay find it difficult to judge where a sliderswitch is positioned in relation to the upperand lower limits of the scale. A person withdecreased manual dexterity may find itdifficult to operate a control which has to bemoved from side to side.

Multi-function controlsWhen the same control is used for a numberof different functions, older users can easilybecome confused. Often it is preferable tohave a larger number of buttons laid out ina logical manner rather than use multi-function controls.

During a normal day most people interactwith a wide range of switches, keypads,instruments and machines – operatingtelevisions and radios, ticket machines,telephones, washing machines, cookers andcomputers.

When considering the needs of elderlypeople and persons with disabilities, it isnecessary to be aware that having little orno vision, poor manual dexterity or weakgrip can make using the machines and toolsin our everyday lives very difficult. Lack offoresight and thought into the way peopleinteract with machines can mean that theapplication of the technologies that allow usto create sophisticated tools can also denyaccess to a significant section of thepopulation.

Controls


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Ease of useTo help elderly people and those with handtremors, active fields should be as large aspossible and separated by a ‘dead area’.There should be high contrast betweentouch areas, text and background colour.Colourful patterns or pictures in thebackground can make a screen difficult toread.

Screens should be positioned so that theyare shaded from overhead lighting orsunlight which will reflect glare.

Larger typeIt is possible to increase the size of thecharacters on the screen for individualcustomers who require this facility. This canbe done by selecting this option from amenu or, preferably, by storing thisinformation on the customer’s card. Withtouchscreen systems, it could be arrangedthat holding one’s finger in the bottom rightcorner for at least two seconds indicatesthat one would like larger characters on thescreen.

Screens should be as large as possible sothat larger text can be used. Larger screensalso allow more space to position text andactive areas.

Touchscreens

As touchscreens become more common it isessential that they are designed for ease ofuse by everyone, including disabled andelderly people.

ActivationTouchscreens can either be triggered byinsertion or withdrawal of the fingertip. Withthe latter system, it would be possible forthe user to pass their fingertip over thescreen and get speech output describing theactive area being touched at the time. Thenthe system is only triggered by withdrawingthe fingertip from over an active area.

Wheelchair usersTo use a touchscreen from a user-propelledwheelchair, the height of the active areasshould be between 800mm and 1200mm formost users. Also, the screen should beperpendicular to the line of sight. If theterminal is also to be used comfortably bystanding users, this may involve using twoscreens or a variable height screen.

A recessed space beneath the terminal willmake it easier for a person in a wheelchairto get as close as possible to a screen.



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Some devices have buttons that have morethan one function, some involve time delaysor the need to be able to hear an audibleresponse. If no consideration is given to theneeds of people with disabilities then even asimple operation sequence can beunworkable and leave people excluded. Inthe ideal world, systems will automaticallylearn from the way the user controls asystem, and modify the user interface tooptimally meet their needs.

The arrangement of keysFunction keys should be clearly separatedfrom the numeric keys. When command keysare vertically arranged, ‘cancel’ should bethe uppermost key and ‘enter’ the lowest.When the command keys are horizontallyarranged, ‘cancel’ should be located thefurthest left, ‘enter’ the furthest right. It isbetter to position the command keys to theright of the numeric keys, since they arethen less likely to be inadvertently touchedwhen entering numerals.

Where command keys are positionedbeneath the numerical keys they may be aproblem to visually impaired personsbecause they are likely to be pressedaccidentally when entering numbers.Command keys should be as large aspossible so that the words on them can belarger and thus easier to read.

Visual markings on the keys should becharacters at least 4 mm high and shouldhave good contrast with the colour of thekey (e.g. white characters on matt blackkeys).

On numeric keypads which also include upto 4 alphabetic characters, the size of thealphabetic characters should be as large aspossible without affecting the legibility ofthe numerals (NB for most users, thelegibility of the numerals is more importantthan the legibility of the alphabeticcharacters); the spacing between thealphabetic characters is as important as thesize of the character, since it is thecharacters which are being read and not aword.

Consistency in the layout of keypads isessential for blind users and highly desirablefor other users. It is also important to setout the keys in a way that makes it easy todistinguish between the main numericalkeys and other function keys. Variation inthe size, shape and position of function keyswill help differentiation.

There are currently two common layouts fornumeric keys; the telephone layout and thecalculator layout. A standard layout forkeypads is essential for blind people. It isrecommended that the telephone layout beused exclusively on public access terminals.

Keypads


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TypefacesLarge clear typefaces should be used toimprove legibility for persons with lowvision. When choosing typefaces it isimportant to use characters that have clear‘open’ shapes. Many people with low visioncan easily misread such characters as 3, 5, 6,8 and 9 if the tails curl over; this tends toblur or merge the shapes.

Tiresias Keyfont is one example of a typefacespecially designed for use on keypads.

Shaped keysColour should not be the only distinguishingfeature between keys, since red/green colourblindness is not uncommon; if possible, thekeys should have different shapes and bemarked with symbols.

Enlarged raised keys enable persons withpoor dexterity to press the correct key; aconcave shape to the keys will also helpfingers to stay in place. The spacing betweenthe keys is as important as the size of thekeys. When a person has difficulty makingprecise finger movements, large keys thatare recessed or guarded can help ensure thatthe wrong key is not pressed.

IlluminationIdeally keys should be internally illuminatedwhen the terminal is waiting for input fromthat keypad.

SoundAuditory feedback in the form of soundssuch as a ‘beep’ or ‘click’ when a key ispressed is helpful to many people andenhances feedback and subsequentlyperformance.

Tactile feedbackTactile indication can be provided by agradual increase in the force, followed by asharp decrease in the force required toactuate the key, and a subsequent increasein force beyond this point for cushioning.



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Parallax problemsThe conflicting requirements of tallpedestrian users and short wheelchair userscan lead to a significant group of usershaving parallax problems when lining up thefunction keys with the displayed option.Lines on the user-interface leading from thekey to the surface of the display canalleviate this problem.

Legibility and typefacesGood standards of legibility help all users,but for many people with low vision theissue is fundamental to being able to readinformation and prompts on displays.

Many screens are too small and too dark todisplay information in a way that can beclearly seen. Larger screens and cleargraphics, with strong contrast between thecharacters and the background all helpimprove legibility. Adjustment of the size oftext should be allowed.

Other languagesOther languages may also need to beincluded. The instructions for this could beincluded on a smart card.

An example of the checklist on theguidelines:

• Have you allowed for red/green and blue/yellow colour blindness?

• Is the screen protected from glare?

• Is the screen readable from a wheelchair?

• Can the user adjust the angle of the display?

• Can the user get close to the screen?

• Can the user increase the character size?

• Have you used a legible typeface?

• Is the text on a plain background?

• Have you used scrolling or flashing text?

• Have you minimised parallax?

• Is the language selectable?

• Have you used standard icons?

On most terminals the visual instructions onthe screen are the main guide for the user.There are a large number of factors thatdetermine whether reading the screen willbe difficult or easy for disabled or elderlypersons.

Screen positionSunlight can degrade the viewability of thedisplay for all users. The screen should beshielded from direct or reflected sunlight orother bright light sources. The display shouldbe viewable from the eye level of a personsitting in a wheelchair. People with lowvision should not be prevented from gettingtheir faces close to the screen.

Visual displays

Tiresias Signfont is a bolder typeface, buthas characters that have been designed tomaintain open shapes that provide maximumreadability at longer distances.

Tiresias LPfont is a large print typefacedesigned for use in publications. Large printpublications should be designed tospecifically help with reading problems, andshould not be just an enlarged version ofordinary print.

Tiresias Keyfont has been specificallydeveloped for use on the keypads of ATMs,chip and PIN terminals, telephones, ticketmachines, domestic appliances, computers,office equipment and remote control pads.



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The RNIB Scientific Research Unit hasproduced a range of typefaces forapplications where legibility is important.

Tiresias Screenfont was designed forsubtitling on UK digital television. It has beenspecifically designed for screen display and hasbeen adopted by the UK Digital TelevisionGroup as the resident font for digital terrestrialtelevision.

Tiresias PCfont is a typeface designed todisplay clearly on screen based systems. Whena typeface is generated on a screen, thecharacter shapes are created on a grid of finelines or pixels. Because most traditionaltypefaces were designed for reproduction onpaper rather than screens their subtle shapesare often distorted on screen.

Tiresias Infofont has been designed for useon information labels and controls to helpimprove legibility. The characters andletterforms have been designed for a readingdistance of 30-100 cm. This typeface has beenused for applications such as fire notices andlabels in museums.

Typefaces

Many older people have difficulty readingstandard text even with spectacles and goodillumination. To help with this problemchoosing a clear typeface will be veryimportant in helping ensure the best levelsof legibility for any application.

For people with low vision some numeralssuch as 6, 8, and 9 can look very similar. Insome typefaces characters such as the lowercase ‘l’, the numeral ‘1’ or an upper case ‘I’,as shown below, can be difficult todistinguish. Increasingly password and e-mail addresses use a combination of lettersand numbers. For such applications it isessential to use a typeface which clearlydifferentiates numerals and letters.

3 6 8 9 J I l 1Tiresias Infofont

3 6 8 9 J I l 1Helvetica

3 6 8 9 J I l 1Times

In some applications where the context does not make themeaning obvious, it is essential to be able to differentiate thezero and the capital ‘O’. In this case it may be necessary to usea cancelled zero. The Tiresias fonts include this optional feature.

[email protected]

OnPINline1490

00 Distinguishing a capital ‘O’ from a zero

ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyz0123456789 Tiresias LPfont


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Icons such as this and the icon for on/off,shown on the green switch, below, seem toevolve with little thought to the difficultiesusers might have in understanding them.

A standard design for the most frequentlyused control icons will be of benefit to all.The addition of appropriate words alongsidean icon is important if users are to avoid theneed to guess the meaning of the icons.

Visual contrast is important if text and iconsare to be easy to see. Subtle colours andsmall text make it very difficult for peoplewith low vision.

TactileOn outdoor terminals, braille has limitedvalue in cold weather since tactualsensitivity is dramatically reduced. However,on the packaging of such items as aerosolsof oven cleaner, the introduction of anembossed triangle to indicate dangeroussubstances has been helpful to blind peopleso that they do not confuse it with anaerosol of hair spray.

ColoursColours alone should not be used to indicatestatus or an action, since a significantportion of the male population has problemsdistinguishing red/green or blue/yellow.People with retinitis pigmentosa often havedifficulty reading red displays.

LabelsThe position of labels with text or icons iscrucial for an unfamiliar user with impairedvision. All too often labels are positioned ina way that they are obscured from the user’sview when the controls are being operated.The problem is particularly common whenthe control panel is at an acute angle to theuser’s line of sight or at an inappropriatedistance. Allowance should be made for the10% of the population who are left-handed.Many people with low vision like to get theirface close to the control panel to read thelabels, or use face-mounted or hand-heldmagnifiers.

Understanding the meaningPictograms, icons and symbols appear to beused on buttons and controls with very littlethought as to how people might understandtheir meaning. Wherever icons are used theyshould be easy to understand, otherwisethey will add to the difficulties of usingcontrols. This applies particularly tomachines that a person might encounteronly occasionally and thus may have tooperate the machine without training orother instructions. One example of potentialconfusion is the ‘Enter’ button, shownbelow. On most keypads an arrow like this isused to indicate ‘Enter’ and yet this is asymbol that has remained in use from oldstyle typewriters, indicating a ‘carriagereturn’. The meaning of this is not obviousunless you are old enough to remembermoving carriage typewriters.

Pictograms, icons and symbols


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MicrophonesA sensitive microphone will help personswith quiet voices or with restricted neck andchest movement that makes speakingdifficult. It is also important for the user tobe able to adjust the sensitivity of themicrophone so that it can be used by eithera person with a weak voice or a normalvoice.

AmplificationAmplification of the microphone should beuser controlled and should automaticallyreset for the next user.

Speech inputSpeech input keying is a useful means ofproviding a hands-free facility for users withreliable voice, and may be valuable evenwhere full hands-free operation is notnecessary (e.g. when hand tremor interfereswith manual keying). Speech input is alsouseful for dyslexic users who can read aloudand simultaneously enter keys thus avoidingshort-term memory problems.

Audio input and output

Synthetic or digitally stored speech can beused for:

• Prompts or fixed messages (e.g. next stopon a tram).

• Error or help messages.

• Output of contents of screen.

If information is confidential, then speechoutput should be to an earphone (e.g.telephone handset).

For situations with poor viewing conditions(e.g. low illumination or high vibration)audio output can provide another modalityof information dissemination or providemore redundancy. Audio messages are mostappropriate when an immediate response isrequired with less reliance on referral to themessage at a later date.

People with a hearing impairment oftenhave difficulty in understanding syntheticspeech output since it tends to have lessredundancy than natural speech. The facilityto repeat a message is frequently essentialrather than just desirable.

Voice controlVoice control can be beneficial in situationswhere more than one task is performedsimultaneously which require both handand/or eye co-ordination. It’s limitationsinclude technological constraints which limitthe vocabulary size and speed of accurateprocessing. Feedback of a mistake mayinterrupt other activities.

Accuracy of voice recognition systemsdeteriorates significantly if there isbackground noise. Accuracy is improved byallowing a limited choice of commandswhich should include common alternativessuch as ’start‘ or ’begin‘.

Recommendations in the guidelines include:

Audio output

• Provide user control of volume of audio output.

• For acoustic signals to attract attention,use a frequency between 300Hz and 3000Hz.

• Messages should be simple and short.

Audio input

• Minimise background noise.

• Ensure that the microphone can be used by people in wheelchairs as well as by people standing in front of the terminal.

• Provide alternative method of input for people with a speech impairment (or with a strong accent).

• Provide recognition feedback after each input.

• Provide opportunity for the user to undo incorrect inputs.



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Wireless systems can be designed to besimple to set up and also to re-configure. Theapplication in care homes or smart housingcould thus be cheap to operate if properlydesigned.

At the present time, the main applicationareas for wireless systems are:

• Personal area networks (e.g. Bluetooth) forapplications involving the connection of mobile phones to headsets or personal digital assistants (PDAs).

• Local area networks (e.g. Wi-Fi) for applications involving the connection of a laptop computer to a computer network (in an office complex or at a ‘hot-spot’ such as an airport).

• Smart housing (e.g. ZigBee) where a device spends most of the time in ‘sleep’ mode.

However, there are many contenders tosupercede the present dominanttechnologies. Ultra wide-band (UWB) offersparticularly exciting possibilities for makinglife easier for people with disabilities.

Since wireless systems are evolving fast, theperiod of availability of products for aparticular system may be only a few years.This can cause problems if the serviceprovider is looking for a longer period overwhich to write off the capital cost of thesystem.

A wireless system that transmitted transportinformation to mobile telephones within acertain range could be very helpful to ablind person. This is a viable possibility thatwould be vandal proof and low cost. Othertypes of public terminals such as cashmachines could also use this type of system.

Wireless systems

Wireless systemsWireless systems either use infra-red orwireless signals to communicate shortdistances. Various systems are underdevelopment for a range of applications butthey have developed differently dependingon what has been viewed as the primaryapplication area.

The advantages of wireless systems are thatdevices, machines and terminals cancommunicate with each other without theneed to be physically connected. This meansthat in applications such as smart housingdevices such as door bells, monitoringsystems, CCTV cameras and control systemscan be interconnected. In areas such assheltered accommodation a care managercould have access to a set of monitors thatwould allow them to receive informationand alert warnings.

It would be important not to invade on aperson’s privacy but it would be possible forwireless system monitors to report onwhether devices such as cookers were beingleft on, or whether doors and windows wereleft open.

Interface to assistive devicesThe Tiresias guidelines outline the mainassistive devices and services and giveexamples of the type of information to betransmitted to and from a device. Over thenext few years more wireless technologieswill be developed and many of them willhave higher bandwidths (e.g. fortransmitting video).

When designing assistive devices it isimportant to consider whether:

• Standards are uniquely defined

• The interface is in widespread use for the relevant ICT systems

• The interface is relatively inexpensive in relation to the cost of the ICT system

• The interface system is reliable in all relevant environments.

In the past only a few standards have metthese criteria.


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On some bus systems it is necessary topurchase tickets before boarding. However,very little thought has been given to thedesign of the ticket machines. If themachines are difficult to understand withpoor instructions, a person who is visuallyimpaired or has poor manual dexterity canfind themselves in real difficulty just tryingto use a bus.

All too often, designers of self-servicemachines and service providers assume thatusers will learn to use the system withoutany training. For many disabled and elderlypersons this is not the case, so they declineto use the terminal.

A combination of well planned design andthe provision of training or good qualityassistance is needed. Consistency in thedesign of user interfaces will also reduceconfusion.

Instruction booksThe writing of instruction books should notbe left to the end of a design project.Instructions should be tested on a range ofpotential users. The technical designers of asystem should not be the only persons towrite instructions, especially for non-technical users.

It will be of help to all people if informationcan be delivered in different ways and withthought for those with impairments.Alternative formats, such as large print andaudio tape, are essential to visually impairedand dyslexic users. New technologies such aswireless systems and smart cards make itpossible to design new ways to deliverinformation.

Help facilities Having problems in using an ICT system isnot unique to disabled and elderly people,but they are more likely to have problems. Awell designed system will provide, at theright time, appropriate relevant help in aform suitable for the user. However it iseasier to specify than to implement, but thisshould not be used as an excuse for ignoringthe problems faced by users and potentialusers.

Error messages must be in a meaningfulform for the user so that they understandwhy it happened and what they need to doto rectify the situation. It is important thatthey are not “timed out” while correctingtheir errors.

Error messages should not put the blame onthe user, and should appear within a fewseconds of the error occurring. The usershould be able to go back to the task beingperformed just before the error occurred.

Training, instruction books and help facilities

TrainingThe requirements to use public terminalsand different types of machines has led to areal need for different levels of training.People can often be seen in front of ticketmachines or terminals reading instructionsand trying to work out how to carry outtasks. Some machines are well designedwith logical instructions, others are verybadly designed with instructions scatteredaround and difficult to read.

When it is practicable, many users wouldfind it beneficial to obtain some humanassistance. This may just be an audio link(e.g. via a telephone handset), but manyintellectually impaired and hearing impairedusers would prefer a video link.

The guidelines include the followingrecommendations:

• Guidance should be readily distinguishablefrom other displayed information.

• Provide the user with specific information relative to the task context rather than a generic message.

• Provide information on how to recover from errors.

• Indicate permitted range of values or syntax for user response.

• Ideally, multi-modal help should be provided.

• Allow skilled users the option of switchingoff help prompts if they are not required.

• Keep spoken messages short and simple.

• Do not use abbreviations in audio messages.

• Allow users to interrupt the help at any time and return to the task.

• An intelligent help facility is not an adequate solution to a poor user interface.



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Subject to certain exceptions, Part III of theAct applies to any person or anyorganisation or entity that is concerned withthe provision in the United Kingdom ofservices (including goods and facilities) tothe public or a section of the public.Similarly, the Act applies to disabled peoplewho use, or seek to use, the services soprovided, whether as customers, buyers,shoppers, consumers, clients, patrons orservice users

The Act makes it unlawful for a serviceprovider to discriminate against a disabledperson:

• by refusing to provide (or deliberately not providing) any service which it provides (oris prepared to provide) to members of the public

• in the standard of service which it providesto the disabled person or the manner in which it provides it

• in the terms on which it provides a service to the disabled person.

It is also unlawful for a service provider todiscriminate in:

• failing to comply with any duty to make reasonable adjustments in circumstances in which the effect of that failure is to make it impossible or unreasonably

difficult for the disabled person to make use of any such service.

Some of the services that are covered arethose provided to the public by localcouncils, Government departments andagencies, post offices, banks, buildingsocieties and telecommunicationsorganisations.

Reasonable adjustmentsThe duty to make reasonable adjustmentsfor disabled people is a cornerstone of theAct and requires service providers to takepositive steps to make their servicesaccessible to disabled people. This goesbeyond simply avoiding treating disabledpeople less favourably for a disability-related reason. The duty to make reasonableadjustments comprises a series of dutiesfalling into three main areas:

• Changing practices, policies and procedures

• Providing auxiliary aids and services

• Overcoming a physical feature by:

• removing the feature,or

• altering it, or

• avoiding it, or

• providing services by alternative methods.

A service provider has had to takereasonable steps to:

• change a practice, policy or procedure which makes it impossible or unreasonably difficult for disabled people to make use of its service

• provide an auxiliary aid or service if it would enable (or make it easier for) disabled people to make use of its services

• provide a reasonable alternative method of making its services available to disabledpeople where a physical feature makes it impossible or unreasonably difficult for disabled people to make use of the services.

From 1 October 2004, where a physical feature makes it impossible or unreasonably difficult for disabled people to make use of services, a service provider will have to take reasonable steps to do one of:

• remove the feature

• alter it so that it no longer has that effect

• provide a reasonable means of avoiding it

• provide a reasonable alternative method of making the services available.

Some countries have developed policiesregarding accessibility of informationtechnology and web sites (Australia and theUnited States of America); others providemore generic accessibility coverage (India);still others cover only access to technologyfor all, with no mention of people withdisabilities (Argentina).

United KingdomIn 1995 the Disability Discrimination Act(DDA) was passed to introduce newmeasures aimed at ending thediscrimination which many disabled peopleface. It protects disabled people in the areasof:

• employment

• access to goods, facilities and services

• the management, buying or renting of land or property

• education

Part III of the Act is based on the principlethat disabled people should not bediscriminated against by service providers orthose involved in the disposal ormanagement of premises.

Legislation


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Providing auxiliary aids and servicesA service provider must take reasonablesteps to provide auxiliary aids or services ifthis would enable (or make it easier for)disabled people to make use of any serviceswhich it offers to the public. The Act givestwo examples of auxiliary aids or services:the provision of information on audio tapeand the provision of a sign languageinterpreter.

Examples of good practice:A building society provides information onan audio tape about its savings accounts. Acustomer with a visual impairment can usethe audio tape at home or in a branch todecide whether to open an account. This isan auxiliary aid.

A department store has a member of staffable to communicate with deaf clients whouse British Sign Language. This is an auxiliaryservice.

An auxiliary aid or service might be theprovision of a special piece of equipment orsimply extra assistance to disabled peoplefrom (perhaps specially trained) staff. Insome cases a technological solution mightbe available.

The Act does not specify that any particularfactors should be taken into account. Whatis a reasonable step for a particular serviceprovider to have to take depends on all thecircumstances of the case. It will varyaccording to:

• the type of services being provided

• the nature of the service provider and its size and resources

• the effect of the disability on the individual disabled person.

However, without intending to beexhaustive, the following are some of thefactors which might be taken into accountwhen considering what is reasonable:

• whether taking any particular steps wouldbe effective in overcoming the difficulty that disabled people face in accessing the services in question

• the extent to which it is practicable for the service provider to take the steps

• the financial and other costs of making the adjustment

• the extent of any disruption which taking the steps would cause

• the extent of the service provider's financial and other resources

• the amount of any resources already spenton making adjustments

• the availability of financial or other assistance.

Changing practices, policies andproceduresPractices, policies and procedures relate tothe way in which a service provider operatesits business or provides its services. Thisincludes any requirements that it makes ofits customers. In principle, the terms cover:

• what a service provider actually does (its practice)

• what a service provider intends to do (its policy)

• how a service provider plans to go about it(its procedure)

Example of good practice:A medium-sized supermarket installs oneextra-wide check-out lane intending it to beavailable to customers who are wheelchairusers or accompanied by infants. However,that check-out lane is also designated as anexpress lane available only to shoppers with10 or less items. The effect of this practice isto exclude wheelchair-users from takingadvantage of the accessible check-out unlessthey are making only a few purchases. It islikely to be a reasonable step for thesupermarket to have to take to amend itspractice by designating another check-outlane as the express lane.

Example of good practice:A large supermarket provides speciallydesigned shopping baskets and trolleyswhich can be easily used by disabledshoppers in a wheelchair or with reducedmobility. It also provides electronic hand-held bar code readers with synthesised voiceoutput which helps customers with a visualimpairment to identify goods and prices.These are auxiliary aids which enabledisabled shoppers to use the supermarket’sservices.



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Advice and consultancy

The RNIB Scientific Research Unit can advise on all aspects relating to theaccessibility of information and communication technology systems by peoplewith disabilities. The Unit can also provide consultancy in the form of stafftraining or on specific projects.

Aims of the Unit:

1. To influence and encourage external research and development of future benefit to blind and partially sighted persons.

2. To influence the design of equipment and systems for the general public such that they are accessible to blind and partially sighted persons.

3. To influence the development of relevant standards.

The Unit has produced a wide range of publications which can be found on the Unit’s web site:

www.tiresias.org

Circulation listIf you would like to be included in the circulation list for future publications in this area,please write to: Dr John Gill OBE FIEE, Chief Scientist, Royal National Institute of the Blind105 Judd Street, London WC1H 9NE. E-mail: [email protected]

The National Smart Card Project has broughttogether the knowledge and expertise oflocal authorities and Governmentdepartments in order to develop and drivesmart card solutions across the country.

A number of local authority smart cardschemes and initiatives are already in placeand this project pulled them together andjoined them up to create a model smart cardscheme that offers citizens across Englandaccess to seamless service delivery using thelatest technology.

Eleven work packages drew on currentexperience and reached out into new arenasto establish a framework for functional smartcard solutions.

The key deliverables of the National SmartCard Project are to:

• Improve access to services for citizens and promote social inclusion and opportunities for life.

• Put forward business cases for smart cards.

• Develop business and financial models.

• Produce a standards framework that supports recognised standards.

The guidelines have been developed withthe help of CEN/ISSS (Information SocietyStandardization System) Workshop onDesign for All for Information andCommunication Technologies, within thecontext of the work on “Guidelines toStandardizers of ICT products and services inthe CEN ICT domain”.

The development of the guidelines has beenachieved within the framework of theBIONIC project which is funded by theEPSRC and the DTI (Department of Trade andIndustry). This project is based on the ideathat many of the problems car driversencounter (trying to find and operatecontrols whilst looking at the road ahead)mirror those that blind people face. BIONICset out to learn from the experiences ofblind people to help in the design of controlsand switches for both car drivers and blindpeople. It is hoped that this will lead to animprovement in both road safety and blindpeople’s access to new technology.

• Produce best practice guidelines and toolkits for purchasing and procuring smart cards and smart card technology.

• Produce a Smart Card Starter Pack for use by local authorities wishing to implement smart card technology.

• Identify links with Government departments.

• Provide information and advice to interested parties about the work of the project.

www.nationalsmartcardproject.org.uk

AcknowledgementsThe help and support of the following isgratefully acknowledged:

• BT Age & Disability Action team www.btplc.com/age_disability

• Johnson Matthey: www.matthey.com

• Keymat Technology Limited www.keymat.com

• Pictures of StreetPilot are copyright of Garmin Ltd. or its subsidiaries www.garmin.com

• Pictures of O2 XTA Keyboard:www.mmO2.com

• Pictures of Nokia mobile: www.nokia.com

Accessibility is not the same asusability

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