It is said that the majority of spending on a new system takes place after implementation. Given the effort expended on inclusive design during the procurement and implementation phases, it is important to maintain this level of accessibility and usability throughout the product lifecycle.
Support and helpdesk
From the earliest stages of implementation, the support and helpdesk function must take account of different user requirements, both for accessing the system and to indicate a need for assistance. Telephone, email and personal contact are the minimum requirements for communicating with the helpdesk.
Helpdesk staff must understand the different ways that the system may be used. This includes:
-
from the keyboard only as well as with the mouse
-
potentially with additional access technologies such as screen readers, voice recognition
-
single switch input
-
on-screen keyboards
-
text-to-speech options
-
screen magnification software
-
alternative colour schemes.
It is vital to prioritise support calls properly. For many people, there are ways to get round equipment or system failure, such as swiftly taking a new standard build off the shelf, or temporarily logging in at a nearby alternative computer. For access technology users these options are not usually possible. A support requirement that would be mildly inconvenient to most users might totally prevent an access technology user from carrying out the job or using the system, and must be prioritised accordingly.
Documentation
Accessible online help is a requirement that should have been addressed before rollout, within the procurement project. Technical and user documentation, however, may be finalised and published much later, but inclusive design requirements still apply.
The format of the documentation should allow it to be read easily, and of course the wording must be appropriate to the audience. This is not only in terms of the language, level of technical content and jargon, but also any device-specific instructions. Not everyone will be clicking with a mouse to carry out tasks.
Images and screen shots are extremely useful for those who can see them, but explanation and description of any concepts should be available for those who cannot use the images.
User training
The range of user abilities needs to be addressed in the setting and format of user training. Group training, seminars and workshops, workbooks and one-to-one sessions have advantages and disadvantages for different users.
If a training room is used, will users be able to have their preferred options, such as:
-
large screens
-
alternative keyboards
-
access technology (configured correctly)
-
other user-specific options.
Other questions include:
-
Will noise levels and projector screens cause problems for some users?
-
Does the training material include keyboard and mouse alternatives?
-
Is it accessible and usable for everybody?
-
Will it be necessary for a system trainer to work with an access technology trainer to give the best training experience for the user?
There are no easy answers to the range of questions posed by a diverse group of users. Each situation will be different, and it is important to find out as much as possible about the users so that appropriate training and materials are put in place.
Updates and upgrades
Once the product or service is in place, arrangements should be made to ensure accessibility is maintained or improved when the product is updated or new releases take place.
Similarly, when new versions of assistive technology come on the market, there should be arrangements for ensuring on-going compatibility with services or products being delivered under contracts.
The principles outlined in the Software Access Centre procurement section apply to system development.
-
Choose and stick to standards for inclusive design.
-
Evaluate and test for usability and accessibility against standards, and document accessibility features.
-
Ensure an inclusive implementation, training and support environment for all users, regardless of ability or disability.