This is a guide to making telephone products and services more accessible, in accordance with the Pacific Telesis Policy on Universal Design. As recommended by the report from Pacific Bell's Advisory Group for People With Disabilities, we need to consider the needs of customers with disabilities early in the development process, when it is easiest to implement more flexible designs.
This document highlights issues that customers with various disabilities may have as they try to use telephonebased products and services. These products are often known as IVRs, Interactive Voice Response systems. The Message Center, Pacific Bell Voice Mail, Pacific Bell PaybyPhone, Voice Activated Dialing, and QuickService are examples of IVRs.
This guide, used early in product development, will allow product teams to make more informed decisions about which markets the product serves. It will also allow product teams to plan for changes that mean greater accessibility.
Creators of a consumer product want to ensure that it is appealing to customers. One aspect of that appeal is usability, the ease with which people can learn about and routinely, enjoyably use the product. During product development we set usability goals, test designs out with customers, and keep redesigning and testing until we meet those goals. We do this with a particular set of customers in mind, or perhaps multiple sets of customers.
In universal design we extend our definition of "the customer." We design products so that they are usable by the broadest possible group of Californians.
In particular, we design bearing in mind the needs of 5.7 million Californians who have some functional limitation affecting their use of communications products. This includes not only people with disabilities, but also older people who may not think of themselves as disabled. They don't want a special product -- but they do want a product that is easy to use.
Universal design means building products that are robust and accommodating. Universal designs take account of differences in sight, hearing, mobility, speech, and cognition. Universal design helps not only people with disabilities, but also any of us when we're tired, busy, or juggling many tasks.
Universal design isn't just an ethical approach to design: it is also
important to Pacific Telesis' business.
In recognition of the importance of universal design, Pacific Telesis has committed to incorporate it into product development processes. The Pacific Telesis Policy on Universal Design and other background -- including extensive recommendations by Pacific Bellns Advisory Group for People with Disabilities -- can be found at http://www.pacbell.com/Products /Senior_Dis/policy.html.
Doing universal design means paying attention to accessibility throughout the product development lifecycle. This avoids costly retrofitting.
Product development teams need to plan for the following activities:
Universal design works best when it begins early in product development. Pacific Bell has created filters, checklists that help product teams anticipate potential barriers to use.
There are two filters, this one for telephonebased products and another one for computer or screenbased products. Each filter describes the most common interactions that people will have with that type of product, and lists barriers that people with different disabilities may encounter.
Product teams can use the filters to refine their early product descriptions and to identify issues that need to be solved during product development.
Each filter is organized like a grid. The columns are typical customer interactions or tasks, independent of a particular product. These tasks cover all aspects of the product: ordering, installing, daily use, documentation, and help. Each individual product will involve some of these tasks, but not necessarily all of them.
For space reasons each column is on a separate page.
The filter's rows are disabilities, but also circumstances, that may affect the task. For example, someone who usually has no problem seeing may have difficulties in a dimly lit environment. Or, someone who usually has no mobility problems may have trouble picking up and using equipment if their hands are busy carrying items or driving the car. Or, someone who can hear may be in a meeting where they can't let their pager beep -- so they need another way to be notified of new calls.
In the grid cells are listed issues for that combination of task and disability / circumstance. Where available, solutions are also listed. Finally, the chart entries indicate areas that may need attention. Where available, guidelines or potential solutions are listed. More detail on disabilities and circumstances follows.
This filter is a checklist for product managers, product development core team members, people doing Opportunity Analyses, or anyone who is involved with new products and services during their earliest phases. It is also intended to be used by product teams in later phases of design and development, as the functionality and user operation of the product becomes fully defined.
This filter is general. It applies to any telephonebased product or service. It will alert the reader to potential accessibility problems. It will also suggest, where available, types of solutions. However, each product has its own specific technical and market considerations, and product teams will need to determine what works best for their product.
For example, it is often useful to give audio feedback to people with visual impairments. Does that mean that every time a telephone key is pressed the key number should be echoed back ('five,' 'one,' 'zero')? Or is it enough to echo back the entire telephone number? Or is it only special keys outside the familiar 12key keypad that need that support? For accessibility questions -- as with any questions about how people will use the product -- it is crucial to involve customers in the design and determine their precise needs.
Also, this filter is broad. It covers equipment (CPE) as well as network components. It covers issues that may seem beyond a single product manager's scope. Why?
Because this filter is general and broad, it is not the final word on universal design. Consult this filter early in product development to anticipate barriers to use. Use the filter as a checklist to evaluate the product concept.
You may want assistance in:
Pacific Bell's Deaf and Disabled Market Group and Human Factors Engineering group can help. Contact information is in the 'Further information' section at the end of this document.
Mobility
Consider media targeted to this customer group. (The same applies for Hearing, Vision, and Speech below).
Hearing
Ensure that TV ads are closed captioned.
If product information is obtained by calling a person in a service center, TTY access is also needed. If product information comes from an interactive voice response system, TTY access to it is also desirable. If there is TTY access to the service center, customer service representatives should be trained on TTY use and tested periodically. If there is no TTY access, customer service representatives should be trained on relay service calls. Alternative means of requesting information (mail, online) are useful for deaf and hard of hearing people.
Vision
If bill inserts are used to promote the product, provide information in the same media that are used for bills -- large print, Braille, and electronic documents. Detailed product information may also be provided online. Ensure that TV advertisements are understandable by people who cannot read the screen. Consider audio description.
Speech
If product information is obtained by calling a person in a service center, alternative means (mail, online, TTY) are needed. Customer service representatives need to be trained to recognize slow, slurred, or effortful speech (dysarthria) as well as speech spoken by someone with a respirator. In some cases these people may be using a speech relay service; service representatives should expect a slower pace of interaction.
Cognition
Provide clear identification of the product name and features, plus a way to get further information. Detailed information may be provided online or in brochures that can be read at the user's preferred pace.
Mobility
Some people may not be able to lift or handle printed material such as product catalogs. Provide it in an alternate format, such as electronically.
Hearing
TTY access to service representatives is needed. TTY access to IVR ordering systems is desirable. [See #1, 'Find out about the product.'] Service representatives should be trained on TTY use or on relay service calls as appropriate. [See #1.] Alternative means of ordering (mail, online) are useful for deaf and hard of hearing people.
Vision
Provide customer materials in alternate formats, such as large print, Braille, and electronic documents.
Speech
If product information is obtained by calling a person in a service center, alternative means (mail, online, TTY) are needed. Customer service representatives need to be trained to serve people with speech impairments [see #1].
Cognition
[no entry]
Mobility
Difficulty may be severe. Headset phones, speakerphones, cordless phones, special switches, and phone cradles are options for some users.
Hearing
[no entry]
Vision
[no entry]
Speech
[no entry]
Cognition
[no entry]
Mobility
[no entry]
Hearing
To help people who can't hear high or low frequencies, use sounds with strong midfrequency components, 500 1500 Hz. The set of sounds should be small and individual sounds should be easily discriminable. For people in noisy environments or who have mild to moderate hearing impairment, make default volume fairly loud (Trace Center recommendation: 77 dB) with little or no background noise in it. Ensure hearing aid compatibility with the telephone and handset. For greater user control over volume, a switch may be on the front of the device. (Some public phones do have volume control.) To accommodate multiple users with different volume requirements, a headphone jack with a separate volume control may be placed on the front of the device. Consider visual and tactile modes as alternatives to auditory information. (Example: pagers which can be set to vibrate instead of beeping.) People may want to use a TTY with this service. For distinctive dial tones (such as stutter dial tone), TTY users can receive an appropriate visual prompt or message. This needs to be documented in user materials. Ensure that stutter is of sufficient length so that it can be detected even after the user picks up the handset, couples it to the TTY, and turns the TTY on.
Vision
[no entry]
Speech
[no entry]
Cognition
The set of sounds should be small and individual sounds should be easily discriminable.
Mobility
Requires strength and dexterity. Speed dial buttons or similar shortcuts can minimize effort. Size of buttons and sensitivity to accidental activation may be issues. May be difficult to reach controls (e.g., from wheelchair). People with limited dexterity can't use controls that require twist motion. People with low strength can't operate controls that require much force (>100 g). People using mouthsticks need controls that the sticks won't slide off of. Good features for controls include concave pushbuttons, rocker switches, or sliding controls. Raised keys with indents guide fingers and aids (mouthsticks, reachers) to the center of the button. Important labels on equipment should be on the front or an easily accessible side, not in the back. On the network side, assure that timeouts are long enough so that people can enter the entire code.
Hearing
Ensure that entry from TTY keyboards is accepted. Confirmations should not be limited to audio tones; should be 'nondisplayable' on the TTY screen or on an LED.
Vision
People with low vision have several issues with legibility of key labels: size (using most of the key surface), font (bold sans serif best for low vision), contrast, illumination. Color coding of keys needs to take color blindness into account; may provide color choices or custom keycaps. Difficulties with subtle tactile cues, flat panel displays, or controls that are too similar in shape. Diameter changes of at least 3/8n and thickness changes of at least 1/32n are most readily detectable by people who are blind.
Vision
No key should be more than one key away from a tactile landmark (corner, uniquely shaped key, nibbed key, home key). Consider use of voice output to 'speak' names of keys as they are pressed. If this is a feature, provide the capability to turn it on and off as needed.
Speech
[no entry]
Cognition
May have difficulty recalling and sequencing service code. Speed dial buttons, labeled keys, or prompts on screen phones can minimize effort.
Mobility
May need more time to find personal directory or organizer, and to access and read the entries in it. Ensure that timeouts are long enough to accommodate this.
Hearing
[no entry]
Vision
May need more time to find personal directory or organizer, and to access and read the entries in it. Ensure that timeouts are long enough to accommodate this.
Speech
[no entry]
Cognition
A function to allow users to choose from a list, rather than needing to remember the entry, may help.
Mobility
Requires strength and dexterity [see #5, 'Enter service code.'] Consider voice activated dialing.
Hearing
Ensure that entry from TTY keyboards is accepted. Confirmations should not be limited to audio tones; if there is a confirmation, it should be 'displayable' on the TTY, either its screen or one of its LEDs.
Vision
People with low vision have several issues with legibility of key labels: size (using most of the key surface), font (bold sans serif best for low vision), contrast, illumination. Color coding of keys needs to take color blindness into account; may also provide color choices for color coded keys, or other custom keycaps. Some equipment may be problematic: subtle tactile cues, flat panel displays, or controls that are too similar in shape. Diameter changes of at least 3/8n and thickness changes of at least 1/32" are most readily detectable by people who are blind. No key should be more than one key away from a tactile landmark (corner, uniquely shaped key, nibbed key, home key). Consider use of voice output to 'speak' names of keys as they are pressed. If this is a feature, provide the capability to turn it on and off as needed.
Speech
[no entry]
Cognition
May have difficulty recalling and sequencing phone numbers and passwords. Speed dial buttons or labeled keys can minimize effort.
Mobility
[no entry]
Hearing
For users with mild or moderate hearing difficulties, it is useful to repeat auditory information until it is acted upon (Pacific Bell IVR systems do this in a timeout loop). Deaf users cannot hear these prompts. Consider TTY access. If there is a data (computerbased) version of this service, consider TTY integration with it as well.
Vision
[no entry]
Speech
[no entry]
Cognition
To allow users to understand speech information at their own pace, provide methods for pausing, rewinding, and replaying it. Follow Pacific Bell IVR guidelines: restricting breadth of menus reduces demands on memory. Keeping prompts short, using goal/action structure for prompts, and using sequential numbers for menu items makes individual menu items easier to understand.
Mobility
Minimize effect of timing and timeouts on what the interface does. Allow users to proceed at their own speed as much as practical. (Example: Pacific Bell Voice Mail repeats prompts three times before disconnecting the user.) Repetition of menus and pacing important. Trace Center recommendation: If product requires a quick response (a reaction time of < 5 sec or release of a key in < 1.5 sec), allow the user to adjust the time interval or to have a nontimedependent input method. Consider extending the IVR to accept speakerindependent voice recognition. (Example: 'For flight information, press the 1 key or say 'One.'')
Hearing
For users with mild or moderate hearing difficulties, it is useful to repeat auditory information until it is acted upon (this can be in a timeout loop). Deaf users can't hear these items. Consider TTY access. This includes outputting the audio menu item to the TTY display and accepting input from the TTY keyboard.
Vision
Same issues with equipment or keypad as in other tasks.
Speech
[no entry]
Cognition
As in Mobility above, minimize effect of timing and timeouts on what the interface does. Allow users to proceed at their own speed as much as practical. Also allow users to adjust the time interval for responses or to have a nontimedependent input method. Follow Pacific Bell IVR guidelines: restricting breadth of menus reduces demands on memory. Keeping prompts short, using goal/action structure for prompts, and using sequential numbers for menu items makes individual menu items easier to understand. Layer controls according to frequency of use or necessity. Provide macros/shortcuts for frequently used sequences. Reduce system lag so that people don't have to work to keep their goals and actions in mind. Provide ability to back up and to get help.
Mobility
As in #9, minimize effect of timing and timeouts on what the interface does. Allow users to proceed at their own speed as much as practical. Also allow users to adjust the time interval for responses or to have a nontimedependent input method. Ensure that the product is accessible 'out of the box.' Ensure that the user doesn't have to ask someone else to start it up and adjust timing parameters to make it usable. This is especially important for products used in public areas.
Hearing
Consider TTY access. This includes outputting the audio menu item to the TTY display and accepting input from the TTY keyboard.
Vision
Provide audio feedback on which options have been set. Example from Pacific Bell Voice Mail: 'Callers now hear your alternate greeting.'
Speech
[no entry]
Cognition
As in any system, provide a reasonable initial set of defaults rather than requiring users to customize the application. Provide users a way to reestablish defaults.
Mobility
[no entry]
Hearing
Consider enabling the system to accept and play back TTY messages, by playing the text through a speech synthesis system. Voice Carryover relay service users can speak, but use a TTY to get responses from the other party. Consider ways to ensure that the Voice Carryover user can receive prompts and record tones visually via the TTY.
Vision
[no entry]
Speech
Likely to have difficulty recording messages; may prefer to have someone else do it for them. Slow or breathy speech may result in the system detecting silence and so prematurely shutting off recording. Consider adjusting the detection mechanism, or requiring a keypress from the user to terminate recording.
Cognition
Planning voice messages may be difficult. Ability to rerecord the message helps.
Mobility
People who move the handset or hold it inconsistently while speaking may have higher rejection rate.
Hearing
Some people with hearing impairments may be rejected by the recognizer more frequently, since the way they learned to speak may have been affected by their hearing impairment. Because of the hearing impairment, it's difficult or impossible for these users to hear the confirmation that their utterance has been recognized. Provide a visual confirmation as well.
Vision
[no entry]
Speech
Speaker independent voice recognition systems would reject many of these users' utterances. Slow or breathy speech may result in the system detecting silence and so prematurely shutting off recording. Consider adjusting the detection mechanism, or requiring a keypress from the user to terminate recording.
Cognition
Speaking digits in accurate order may be difficult. Ability to edit digit strings or ability to cancel and reenter strings before dialing may help.
Mobility
Ensure lineofsight to anything printed on the phone. This is particularly an issue for wheelchair riders. Some people with physical impairments cannot handle printed documentation. Manuals and other documentation need to be available in electronic or audio form.
Hearing
Auditory (audiotex) help, like auditory menus or tones, cannot be heard by deaf users and so this part of the service may need to be TTY accessible as well. Consider having a wellpublicized single voice/TTY number for customers to request materials. Consider providing printed guides to the service. If there are training videotapes, caption them.
Vision
As with printed labels on keys, there are several issues with legibility of text: size, font (bold sans serif is best for low vision), contrast, and illumination. Color coding needs to take color blindness into account. For realtime help, consider auditory (audiotex) help or human assistance with the service. Also consider, for printed documentation, large print, Braille, audio tape, and electronic formats. Also consider design of documentation so that it is 'scanner/ OCR friendly' (specific recommendations are available). If there are training videotapes, consider Audio Description.
Provide alternatives to speaking with help desk representatives. [See #1, 'Find out about the product.']
Cognition
For realtime help, consider auditory help or human assistance. Make auditory help available throughout the service and allow users to repeat help text. Provide quick reference cards for essential features. Use visual examples (diagrams, icons, drawings) as well as text descriptions. Consider having a wellpublicized single voice/TTY number for users to request materials.
Mobility
Difficulty in grasping card, reaching the slot, orienting card to slot. Fragile objects may be damaged during attempt. Difficulty in meeting time constraints for inserting, removing, or swiping a card. Consider providing a 'funneling' system to guide card in; allow repositioning of receptacles; allow card to be inserted in more than one orientation; make card rugged. Consider autoeject mechanism. Devices that eject items 1n and preferably 2n facilitate grasping with fists or tools. Shelves underneath fixed insertion slots help users steady their hands while inserting cards.
Hearing
If error messages or confirmation messages are provided, ensure that they are available in a visual form as well as an audio form. Phones accepting smart cards may also have screens that can display such messages.
Vision
Difficulty in determining proper orientation or alignment for insertion. Difficulty determining whether card should be fully inserted or 'dipped' briefly. Mark orientation of card and receptacle tactually as well as visually. If error messages or confirmation messages are provided, ensure that they are available in a visual form as well as an audio form. Color and shape coding provide cues for people with low vision.
Speech
[no entry]
Cognition
Use of these cards can help by reducing need to memorize access sequences; can also provide customization automatically. Card orientation and receptacle need to be clearly marked. Also may be some difficulty with unprompted sequences for inserting and using the card.
Mobility
Same difficulties in reaching, orienting, and grasping items as in #14, 'Use a phone card or smart card.' Also, jacks for equipment may be difficult to reach. Make jacks easy to reach. Consider connectors that can be inserted in any orientation, such as headphone jacks. Consider infrared links instead of wires and hard connectors.
Hearing
Ensure that TTYs can be plugged into public phones, or provide a standard text telephone. Determine needs for hearing aid compatibility: inductive coupling, ability to add on a second earpiece, ability to add on acoustic couplers.
Vision
Difficulties in identifying what jacks are available and in orienting connectors correctly to the appropriate jacks. Need to mark identity and orientation of connectors tactually, provide unique connector/jack combinations where appropriate, and ensure that jacks are electrically safe to explore by touch. Also consider infrared links.
Speech
May be using a communication aid instead of relay service with TTY. Communication aids are either touchsensitive or keyboarddriven devices that allow a user to select words or phrases and have them spoken aloud through speech synthesis. Consider ways to link speaker output from these devices to the telephone, either by wires or by infrared.
Cognition
Difficulty in determining sequence of events. Difficulty in getting device's plug in correct orientation. Again, consider connectors that can be inserted in any orientation, or infrared links. Take advantage of color and shape coding to distinguish similar parts. Simplify setup.
This guide draws on work done at the Trace Center at the University of Wisconsin, which specializes in accessibility issues and solutions. In particular, the following sets of guidelines were used:
Pacific Bell has user interface guidelines for IVR systems:
The use of the grid was derived -- indirectly -- from the work of COST219, a European body investigating accessibility:
Thanks to Jim Tobias of Inclusive Technologies for comments on an earlier draft.
Audio description
An additional narration that describes the action in movies, videos, TV, or live performance. A different narrator's voice is used to distinguish the action from the dialog. Audio description is used by people who are blind or who have low vision.
Closed captioning
A text overlay on movies, videos, or TV programs that displays all spoken dialog and sound effects. Closed captioning is invisible until the user chooses to display it. Open captioning, which is less common, is always displayed. Captioning is used by people who are deaf or who are hard of hearing.
IVR
Interactive Voice Response system. Voice mail is an example of an IVR system. Customers use a telephone keypad to interact with an information service. The service typically provides spoken prompts and audio feedback. IVRs are being extended to accept speech input and to work with TTYs.
Relay service
Enables users who are deaf, hardofhearing or speechimpaired to place calls to and receive calls from hearing people. There are several variations. Most commonly, typed TTY messages are transmitted to a Communication Assistant who voices them to hearing persons. Hearing persons' messages are voiced to the Communication Assistant who relays them to the TTY printout or display. TTY users may also choose to speak for themselves but get responses via TTY ('Voice Carryover'), or listen for themselves but send responses via TTY ('Hearing Carryover'). Finally, speech relay services may also be used by people with speech impairments who do not have a TTY. In this case, the Communication Assistant simply revoices what the person with a speech impairment says.
TDD
Telecommunications Device for the Deaf. More commonly known as TTY.
TTY
Text telephones having a keyboard and display. TTY users type messages to each other rather than speaking. When a voice telephone user is having a conversation with a TTY user, a relay service operator ('Communication Assistant') provides the translation between voice and text. TTYs are also known as TDDs.
This guide was written by Ellen Francik of Pacific Bell's Human Factors Engineering group. Questions or comments can be directed to her at 2600 Camino Ramon, Rm. 3E050H, San Ramon, CA 94583. Electronic mail: epfran1@pacbell.com. Phone: (510) 8678662.
Human Factors Engineering also provides usability and universal design services to Pacific Bell and to other Pacific Telesis companies. Pacific Bell's Deaf and Disabled Market Group:
Contact Marcia Straehley, Director, at 2150 Shattuck Avenue, Suite
200, Berkeley, CA 94704. Phone: (510) 7043650.