Practical Lessons from Real-World Experiences
Last week, I visited a museum with a blind individual I have known for eight years. Since not every exhibit had audio descriptions, I read the information aloud to help them engage with the displays.
One observation I made was that the descriptions focused on what the objects are and how they are used, but did not mention their material, shape, or visual characteristics. It was evident that the museum assumed visitors could see the objects, so there was no need to describe their appearance. The audio descriptions were similarly lacking. They briefly mentioned the objects’ functions, such as “it’s a pedal” or “it’s a rod,” but left many questions unanswered. For example, “What does it look like?” “Does it have hooks like a plow?” “Is it small enough to carry, or is it too big?”
Inclusive Design: Consider Blind Users
Product manuals or instructions should deliver information effectively, regardless of the user’s abilities. For instance, consider the phrase, “Assemble it as seen in image 1 and image 2.” This assumes that all users can perceive the visual information in the manual, which excludes those who cannot. In contrast, if the instructions say, “Flip it over as seen in image 1, and secure four small bolts at the four corners of the board as shown in image 2,” users can envision what they need to do, even if they cannot see the images. This creates a vastly different user experience. The former approach leads to frustration and disappointment, while the latter fosters a positive impression of the brand.
Inclusive Design: The Importance of Free Will
Let’s revisit my museum experience. Some might say, “They could just listen to the docent.” This is akin to saying, “Why do you go to the hospital alone? You could always bring someone with you,” or “Why not always have a guardian accompany you when you go out?” Such statements overlook a critical point: everyone has a natural desire to act according to their own free will, irrespective of disability.
I’m not referring to free will in a philosophical sense, but rather the ability to think and make one’s own decisions. I want to emphasize the importance of having the freedom to choose one’s actions, such as moving, eating, and enjoying leisure activities whenever desired. When someone has no choice but to rely on another person for even basic activities, it can be discouraging. Therefore, the ability to make decisions and take actions independently is essential for everyone, including those with disabilities and older adults.
Inclusive Design: Consider Excluded Users, Aim for Universal Accessibility
Last year, during Q&A session after talk, I was asked two important questions. The first came from a deaf participant. He asked, “I have hearing loss, but I don’t use sign language. How should information be provided for someone like me?” At the time, there was a sign language interpreter in the room, but no real-time captioning was available. It seemed that the event organizers had not fully recognized the broad spectrum of hearing disabilities. My response was, “The content should be available in text form. Everyone deserves the right to choose how they receive information. While having too many options can sometimes hinder user experience, when it comes to accessing information, it’s always better to provide multiple options.”
In fact, the ways to access course or lecture materials are often limited to either seeing or listening. If a presenter cannot offer alternatives, it’s best to focus on universal accessibility. Many people have acquired or partial vision loss and may not have had the opportunity to learn Braille yet. Therefore, it’s important to prioritize more broadly accessible forms of information, such as audio descriptions. Similarly, real-time captions should be considered the first line of accessibility support.
The second memorable question came from the venue manager: “We’ve installed tactile paving at the entrance, but what should we do if parents with pushchairs or wheelchair users find it inconvenient?” My response was straightforward: “Consider who would be excluded if it’s not there.” Tactile paving may create a bump for pushchair or wheelchair users, but it does not prevent them from entering the building. However, individuals who are blind and visiting alone would struggle to navigate. When making design decisions, it’s crucial to think about which users might be left out. Prioritizing reducing exclusion is essential, even if it may cause a small degree of discomfort or inconvenience for others.
Inclusive Design: Compliance Isn’t Enough
Many buildings include tactile paving, but I often wonder whether these installations were truly designed with users in mind. Tactile paving was initially created to help blind individuals determine their position and navigate spaces independently and confidently. However, if you take a closer look next time you visit a museum or gallery, you will often find tactile paving only at entrances, restrooms, or stairways. This makes it nearly impossible for blind visitors to navigate independently, as the design assumes they will always be accompanied by someone else. As a result, the installation of tactile paving often serves merely to meet regulatory requirements.
I understand that numerous factors must be considered when installing tactile paving, including the needs of non-disabled individuals, the building’s aesthetic aspects, and children’s safety, among others. However, the key lies in authentic intent. True inclusive design means observing how people with different disabilities experience the space, learning from their feedback, and continually improving guidance systems and audio services.
