Atocha Train Station
Cognitive and Physical Accessibility Case Study
Legislative Framework (Spain)
· UNE 170002, Accessibility requirements for sign elements in buildings.
· UNE 153101 EX, Easy to read. Guidelines and recommendations for the elaboration of documents.
· ISO 9186-1, Graphical symbols - Test methods - Part 1: Method for testing comprehensibility.
· ISO 9186-2, Graphical symbols - Test methods - Part 2: Method for testing perceptual quality.
1. Accessibility Audit
In this phase of the research process we audit the facilities and the surrounding public spaces connected to them. The audit is performed together with the certified validators in order to gather data on Physical and Cognitive Accessibility issues.
A certified validator is a person
with cognitive and/or physical disability
who has professional training in accessibility.
1.1. Empathize with users
Interviews
· On-site: interviews should be conducted on-site while the evaluators perform the audit to avoid conditioning their responses.
Questions should always be open to allow evaluators to develop their answers in order to gather more data for the insights and to define the pain points.
· Post-audit: this type of interview should be conducted shortly after visiting an area or having discussed a particular topic. The goal of post-audit interviews is to confirm the suggestions and advice from the evaluators, allowing us to filter the data collected in order to improve the insights.
1.1.1. Insights
Insights are gathered from the data collected during the observation and interviews. In this case we used post-it notes to write what the users and evaluators shared with us.
We then organized the ideas based on their priority in order to have the necessary information to develop the empathy maps and further User Personas.
1.1.2. Empathy Map
It is important to discern between what the user says, thinks, does, and feels.
For this reason we need to collect data on these four aspects to better classify our insights.
Empathy Maps are the roadmap to develop a solid Goal Statement and to prototype proper solutions.
An empathy map classifies the data collected.
It helps us differentiate between what the user says and what they really do.
1.2. Define users' needs
1.2.1. Problem Statement
The users of the facilities and their services lack visual clues to assist their orientation.
Additionally, users report the lack of cognitively accessible information to navigate the facilities.
1.2.2. User Persona
In order to contribute to an empathetic connection with the user, user personas were designed.
The following user persona is one example similar to the ones found in the project.
A user persona is a profile representing a fake person. It is created using the data gathered in the insights to represent a group of users.
1.2.2.1 User Persona wireframes
1.2.2.2 User Persona example
2. Ideate solutions
2.1. Report structure
The aim of the Accessibility Report is to inform about the current state of the facilities,
to share the insights gathered during the Accessibility Audit,
and to offer solutions and/or improvements regarding Cognitive and Physical Accessibility.
The contents of this Accessibility Report are as follows:
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Introduction
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Cognitive Accessibility - Current legislation
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Description of the evaluated space/facility
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Methodology
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Team
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Work phases
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Objectives
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Cognitive and Physical Accessibility Evaluation, and advice for improvement
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Zone 1
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Information analysis
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Zone 2
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Information analysis
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[...]
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Improvement priorization
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Conclusion
2.1.1. Advice for improvement
In order to advice our customer for improvement we must first structure the content as follows:
1. Description of the evaluated area
· LOREM IMPSUM
2. Barriers found
· LOREM IPSUM
3. Proposal
· LOREM IPSUM
4. Improvement examples (mockups)
2.1.2. Advice priorization
Accessibility improvement advice is divided into three categories:
· Urgent: changes to be made to grant the most basic Cognitive and Physical Accessibility to most users. This category covers the main routes to navigate the facilities and the essential information to use the services. Not covering this category means users with disabilities may not be able to use the services or to get around autonomously.
· Necessary: changes that would improve the quality of the services offered or that would improve the user experience. Such changes may be important for different collectives that tend to be forgotten, such as users in the Autism Spectrum Disorder, since Cognitive Accessibility would provide them with safety and trust, reducing their frustration and anxiety.
· Recommended: suggestions for specific improvements that could positively effect on the image of the company and that could still help different collectives to use the offered services. Such changes are not essential and tend to be ignored due to budget limitations.
Urgent
Necessary
Recommended
