FOSTERING PSYCHOLOGICAL WELL-BEING THROUGH INCLUSIVE DESIGN: A JOURNEY INTO USER EXPERIENCE
I once read a great story about a school by an accessibility expert….
It had snowed the night before, and one of the students waited in his wheelchair while the janitor shoveled the front steps.
The janitor said, “I’ll shovel the wheelchair ramp after I’m done with the steps.”
The student said, “If you clear the ramp first, then *everyone* can get in.”
In today’s digital landscape, the principles of Inclusive Design have emerged in creation of user experiences that cater to the diverse needs of individuals. While the focus has often been on accessibility, the intersection of Inclusive Design and Psychological Well-being is a crucial area that requires exploration. In this article, we will discuss where human psychology meets User Experience (UX), understanding the impact of inclusive design on the psychological well-being of neurodivergent users.
Often when we consider diversity, we think of characteristics such as race, age, gender and sexual orientation. But there is also diversity in the way people think, process thoughts and experiences, and interact with the world around us. This is called neurodiversity.
It is thought that about 15 to 20 percent of the world’s population is neurodivergent. This includes up to 10 percent of people with dyslexia, 6 percent with dyspraxia, 5 percent with ADHD, and 1–2 percent with autism. Other neurodiverse conditions include dyscalculia and Tourette’s syndrome. Often, a person will have more than one type of neurodivergence. For example, about 50 to 70 percent of people diagnosed with autism will also have signs of ADHD.
Understanding Inclusive Design:
At its core, Inclusive Design is a philosophy that seeks to create products and environments accessible to and usable by as many people as possible, regardless of age, ability, or status. Traditional notions of accessibility predominantly centered around physical accommodations, but the scope of Inclusive Design extends far beyond ramps and captions. It encompasses a deep understanding of diverse user needs, including those rooted in psychological differences.
The Connection Between Inclusive Design and Psychological Well-being:
Numerous studies have highlighted the close relationship between design choices and psychological responses. Dr. Susan Weinschenk, a renowned psychologist and author, emphasizes the significance of psychological factors in UX design. When it comes to inclusivity, recognizing and addressing diverse psychological needs becomes pivotal.
Research conducted by the Nielsen Norman Group suggests that users’ emotional responses to a website significantly influence their overall satisfaction and loyalty. Therefore, understanding the psychological aspects of users is not merely an empathetic endeavour but a strategic imperative for designers aiming to create impactful and lasting user experiences.
The Inattentive User
Attention Deficit Hyperactivity Disorder, or ADHD, seems to be growing much more popular in recent years — especially with the COVID pandemic and rise of TikTok, Instagram usage. Those suffering from ADHD (Attention Deficit Hyperactivity Disorder) and Bipolar Disorder suffer from inattention. When many elements on a screen compete for attention, they find it difficult to concentrate on a single task. Design elements like animated GIF images on the loop can hinder the completion of a task for such users that suffer from inattention.
Not only users with ADHD, in general, people are becoming more restless and shifting their focus very frequently while navigating through a site or app.
Each Neurodivergent condition comes with its own common (though not necessarily universal) set of strengths and challenges — many of which can be shared across numerous conditions. For ADHD, this often includes:
· Trouble managing time
· Acting without thinking
· Being disorganized or forgetful
· Having trouble staying focused
· Becoming super focused on one thing
· Feeling restless or having a hard time relaxing
· Getting overwhelmed easily
· Feeling tired or having low energy
· Having bursts of excitement or high energy
For someone with ADHD, the dis-regulation of attention and diminished control over focus can make navigating digital products difficult, distracting, and disagreeable at times.
Consider the following patterns or experiences we commonly see on the web or throughout native applications:
· Videos or music that start playing by themselves, especially when it’s hard to pause or stop them.
· Those long guides or intros you have to click through before you can see what you came for.
· Waiting a long time for stuff to load, or watching ads that you can’t skip.
· Forms that have lots of steps but don’t tell you how far along you are, and you can’t save them to finish later.
· Buttons or labels that change or disappear, making it hard to know where to go.
· Too many links or extra info that distract you from the main stuff you’re trying to see.
The Anxious User
Users with anxiety often worry about making mistakes when using a website or app. They might repeat tasks multiple times just to be sure they’ve done them right. To help these users feel more comfortable:
· Provide clear reassurance that they’re doing the right thing.
· Make it easy for them to fix mistakes if they happen.
Imagine someone with anxiety is filling out a form on a website. They might worry they’re entering the wrong information. Reassurance messages like “You’re doing great!” or an option to easily edit information can help ease their stress.
When people visit a website or app, they usually have a goal in mind. They want to find information or solve a problem. It’s important to make sure they can easily navigate to what they need, remember that many of your users will not always start on the homepage of your site. If the user paths are only clear on the homepage, then they’re not clear.
For instance, think about a student visiting a university website to find information about admission requirements. If the navigation is unclear and they can’t find what they need, it can be frustrating, especially for someone with anxiety. To avoid confusion:
· Clearly define paths for users to solve common problems.
· Design the website or app with the user’s needs in mind, not just what the company thinks is important.
For example, instead of listing technical terms or internal processes, use language that everyone can understand. Make it easy for all users to find what they’re looking for without needing a special guide.
It’s also helpful to provide clear guidance throughout the user journey.
· Clearly label each step of a process.
· Explain what the end goal is, so users know they’re on the right track.
Think about someone with anxiety is booking a flight online. They might need reassurance at each step that they’re doing it correctly. Clear labels and progress indicators can provide that reassurance without them having to go back and double-check.
Also, user’s privacy is a big concern, especially for people with social anxiety. If you’re asking for personal information, like a phone number, make sure it’s clear why you need it. For example, you can add a link that explains why you need each piece of information. If you don’t have a good reason for asking, don’t include the field at all.
Like a complex form label, buttons with a specific Call-To-Action should state what exactly will happen when someone clicks that, it must be clear & intuitive. For example, “Submit” buttons should clearly tell users what will happen when they click them. Instead of just saying “submit,” they should say things like “send message,” “complete purchase,” or “sign up for our newsletter.”
Getting too fancy with form labels can cause problems. Some of us use labels that only show up when you click on a field or move around. This can confuse users, especially those who are already anxious. Labels should be clear and always visible to reassure users that their information is in the right place.
After someone submits a form, the confirmation message should be clear and reassuring. It should say what action was taken, what information was submitted, and what to do if there was a mistake. This can help reduce stress for anxious users. Here’s what a good confirmation message should include:
· Thank you for signing up for our newsletter!
· Your email address, [example@email.com], has been added to our list.
· If you want to stop receiving our newsletter, you can unsubscribe at any time in your user profile.
Adding this little bit of reassurance can really help users struggling with anxiety to avoid undue stress.
The Depressed User
Depression is not something we think about often in design, but it impacts how a lot of people use the web. About 6.7% of adults have major depression, and 2.8% of adults have bipolar disorder, which involves severe depression at times. Additionally, temporary or even long-term depression can be caused by traumatic events, drug use, or certain medications.
The book Design for Real Life, by Sara Wachter-Boettcher and Eric Meyer reminds us that we can’t just design for happy users. Some of our users will be in crisis: having their order mishandled, desperately needing information that’s not readily available, or just having an exceptionally bad day. For users with depression, any ordinary day has the potential to be an exceptionally bad day or crisis, and minor annoyances in user experience can become overwhelming.
Depression not only affects the mind but also the body, causing physical symptoms. For example:
· They often experience fatigue and physical pain, which can make everything feel harder.
· People with depression may perceive the world as colourless or gray
Using websites or apps can be especially tough for depressed users if they’re not user-friendly. Many common practices in web design can create big hurdles for them:
· Requiring users to register for an account can be exhausting, especially for those with depression
· Long sign-up processes and unfriendly forms can be overwhelming
· Losing data due to session timeouts can be frustrating and discouraging
Imagine someone with depression wants to buy something online. If the website forces them to create an account before they can purchase, they might just give up and leave.
Similarly, if content is hard to find or requires too much effort to access, depressed users might ignore it altogether. For instance:
· Large blocks of text or endless content can be overwhelming
· Long videos without caption or transcript can be a barrier
To make matters worse, practices like compulsory registration and unpredictable website behavior can worsen the mental and emotional health of users.
To be more inclusive, designers should be mindful of these issues:
· Simplify registration processes
· Make forms easy to use
· Ensure content is easy to find and consume
By considering the needs of depressed users, we can create a more welcoming and accessible online experience for everyone.
The Procrastinators
Procrastination, often referred to as the art of delaying tasks, stems from various psychological factors such as perfectionism, fear of failure, lack of motivation, or poor time management skills. Understanding this phenomenon is crucial for designing user interfaces (UI) that cater to procrastinators.
Procrastination itself is not a mental illness. But in some cases, it may be symptomatic of an underlying mental health condition such as depression, OCD, or ADHD.
According to Joseph Ferrari, a professor of psychology at DePaul University in Chicago and author of “Still Procrastinating: The No Regret Guide to Getting It Done,” around 20% of U.S. adults are chronic procrastinators.
Here are some key insights and strategies for designing UI for this demographic:
· Keep It Simple: Design the UI as simple and intuitive as possible, avoid clutter, seeking too many information, asking user to read too much to understand the process, etc. The procrastinator will find an excuse not to complete or start the task, do not give them that chance.
· Visual Cues and Reminders: Incorporate visual cues and reminders within the UI to prompt users to take action. For example, using vibrant colors or attention-grabbing icons can signal important tasks or deadlines.
· Progress Tracking: Implement features that allow users to track their progress and visualize their accomplishments over time. Progress bars, checklists, or milestone notifications can provide a sense of achievement and encourage continued engagement.
· Break Tasks into Manageable Steps: Break down complex tasks into smaller, more manageable steps to alleviate feelings of overwhelm. This incremental approach can make daunting tasks feel less intimidating and increase the likelihood of initiation.
· Clear and Simple Navigation: Ensure that the UI is intuitive and easy to navigate, minimizing cognitive load and decision fatigue. Streamlined navigation reduces the likelihood of users getting sidetracked or overwhelmed, facilitating task completion.
· Time Management Tools: Integrate time management tools such as timers, calendars, or scheduling functionalities directly into the UI. These tools can help users allocate time effectively and stay focused on their goals.
· Gamification and Rewards: Employ gamification techniques to make tasks more engaging and rewarding. For instance, incorporating badges, points, or level progression can incentivize users to complete tasks in a timely manner.
· Personalized Recommendations: Leverage user data to provide personalized recommendations or suggestions tailored to individual preferences and habits. By offering relevant content or resources, UI can provide a sense of ownership and accountability.
Empathy as the Cornerstone:
Inclusive design, at its essence, requires a foundation of empathy. This empathetic understanding involves recognizing and appreciating the psychological diversity of users. Empathy is not a one-size-fits-all concept; it requires an intimate grasp of the varied ways individuals perceive, process information, and emotionally engage with digital interfaces.
Reducing Cognitive Load for Enhanced Well-being:
Cognitive load, a concept deeply rooted in psychology, refers to the mental effort required to process information. Excessive cognitive load can lead to frustration, anxiety, and a diminished user experience. Inclusive design strives to minimize cognitive load by ensuring that information is presented in a clear, concise, and easily digestible manner.
A notable case study comes from the redesign of government forms. By simplifying language, streamlining content, and incorporating visual cues, cognitive load is significantly reduced for a broader audience. This not only benefits those with cognitive impairments but enhances the overall usability and well-being of all users engaging with the forms.
The Role of Emotional Design:
Don Norman, a pioneer in the field of user-centered design, introduced the concept of emotional design, emphasizing the impact of aesthetics and emotional appeal in UX. Inclusive design extends this notion to ensure that emotional elements resonate universally, fostering positive emotional responses for all users.
For instance, the choice of images, colors, and even microinteractions can influence emotional well-being. Inclusivity in emotional design means avoiding stereotypes and representing diverse cultures, genders, and abilities positively. The emotional resonance of a design can contribute significantly to a user’s sense of belonging and satisfaction.
Accessibility as a Pillar of Inclusivity:
Accessibility, often considered a subset of Inclusive Design, plays a pivotal role in fostering psychological well-being. Research has consistently shown that individuals with disabilities can face increased stress and frustration when digital interfaces are not designed with their needs in mind.
One noteworthy example is the implementation of voice-guided navigation systems. While primarily designed for individuals with visual impairments, these systems benefit a broader audience, reducing cognitive load and enhancing the overall user experience. This demonstrates the symbiotic relationship between accessibility features and the psychological well-being of users.
The Positive Feedback Loop:
Inclusive design and psychological well-being form a positive feedback loop. As designers prioritize inclusivity, users experience a heightened sense of belonging and ease of use. This positive interaction, in turn, contributes to increased user confidence, trust, and overall satisfaction.
Research conducted by Microsoft found that users’ perception of inclusivity positively correlates with their trust in a brand. This trust is not solely based on functional aspects but is deeply rooted in the emotional and psychological connection users establish with a product or service.
Future Directions and Ethical Considerations:
As the field of UX design continues to evolve, the integration of inclusive practices must remain at the forefront. This evolution requires ongoing research and a commitment to ethical considerations. One critical aspect is avoiding tokenism — the mere inclusion of diverse elements for appearance without genuine commitment to meeting diverse psychological needs.
Researchers and designers must collaborate to uncover new insights into the psychological underpinnings of user behavior. By understanding how users across various demographics perceive and interact with digital interfaces, designers can refine their strategies to create more inclusive and psychologically enriching experiences.
Inclusive design is not a checkbox on a design checklist; it is a mindset that places human psychology at the center of UX decisions. By embracing inclusivity, designers contribute not only to the accessibility of digital interfaces but also to the psychological well-being of users. As we navigate the complex landscape of human emotions and diverse needs, the principles of inclusive design become our compass, guiding us toward a future where every digital interaction is a positive, empowering experience for all.
Disability isn’t just about difficulty seeing or using a wheelchair. It comes in many forms. So, when we design things like websites and apps, we need to think about all kinds of disabilities. Talking openly about physical disabilities has helped our industry a lot. Now, we need to include discussions about cognitive differences too. We can make our sites and apps better for everyone by doing things like removing distractions, giving clear guidance, and making things simple for people who find it hard.
