Course
2165 Accessibility and Inclusive Design
Role
UX Researcher
UX Designer
Date
01/2023 - 04/2023
Platform
Website
Tools
Figma
Method
User Research
AODA Audit
Overview
The original Loblaws store on Carlton St. had several barriers for individuals with mobility impairments, including high shelves, inaccessible pricing labels, disorganized inventory, and a lack of equipment and staff assistance. To address these issues, a redesign involving both digital and physical solutions was proposed. Enhancements to the Loblaws app included a call for assistance button, an in-store navigation system, and a detailed list of accessibility features available at each location. These improvements were designed to enhance the shopping experience for users with accessibility needs and eliminate the obstacles identified in the store.
Field Research
Our study focuses on individuals with disabilities who use wheelchairs, crutches, or walkers, specifically targeting wheelchair users with full upper body function. We investigated the accessibility of Loblaws' Carlton Street location in Canada and identified several accessibility issues that wheelchair users face, categorized into physical, information, attitudinal, and organizational barriers.
Physical barriers include high and deep shelves, and challenging fridge doors, making it difficult for wheelchair users to access products. Information barriers are evident in the pricing labels; some are attached to shelves and others to individual items. The shelf-mounted price tags are too small and placed too high, making them hard for wheelchair users to see. Additionally, item labels often require physical handling to view pricing, posing another challenge for accessibility.
Attitudinal barriers are seen in the store's layout and equipment availability. The use of ladder-shaped shelving and tightly packed items hinders wheelchair users' access. A notable lack of accessible shopping carts at the entrance forces users to rely on their wheelchair baskets or carry items on their laps.
Organizational barriers stem from insufficient staff assistance. Finding a staff member for help is often difficult, complicating the shopping experience for those with accessibility needs. At checkout, the conveyor belt is too high and staff assistance is lacking, making the process challenging for wheelchair users. Similarly, the pin pads at self-checkout stations are placed too high, adding to the difficulties faced by those with mobility impairments.
These barriers contribute to a frustrating and challenging shopping experience for wheelchair users, highlighting the need for comprehensive accessibility improvements at Loblaws' locations.
Problem Statement
This research focuses on identifying the key factors that affect the shopping experience of mobility-disabled wheelchair users in retail stores, aiming to create a more inclusive and accessible environment. Mobility disability encompasses the inability to use one or more extremities, or a lack of strength to walk, grasp, or lift objects. The study underlines the importance of addressing these challenges to enhance the retail experience for those with mobility disabilities. The findings could guide the development of design solutions that foster a more inclusive and accessible shopping environment.
Design Solution
While grocery shopping is a necessity, we believe it should also be an enjoyable experience for everyone, including those with mobility impairments. Our proposed redesign aims to empower this group of customers through a combination of digital and physical solutions.
We have designed three new features for the existing Loblaws app - PC Express - to improve the shopping experience of users with accessibility needs. The first feature is a call for assistance button that allows customers to get help from store staff in person. The second feature is an in-store navigation system, which will help users find products faster through a digital map. The final feature is a comprehensive list of available accessibility infrastructures at each store location.
QR Code-Based In-Door Positioning System
To facilitate in-store navigation and the call for assistance feature, precise user location is necessary. However, traditional GPS lacks the required accuracy for indoor settings. We suggest adopting a QR code-based indoor positioning system (IPS), chosen over RFID and Bluetooth beacons for its cost-effectiveness. Market research shows that covering a 5000 sqft area with RFID costs about $5300, whereas a QR code system costs only $400 for the same area (IndustryARC, 2020; Navigine, 2023). This affordability makes QR code IPS a viable option for widespread implementation in Loblaws' stores with minimal investment. QR codes will be prominently displayed throughout the store, encoding the coordinates of their locations. Scanning these codes with the Loblaws app provides both users and store staff with accurate location data, enabling quick assistance to customers in need.
Call for Assistance Workflow
Customers can quickly access assistance in the store by scanning a QR code, which opens an app providing various help options. Choosing the call for help option alerts a staff member to come assist. This feature efficiently addresses the need for assistance, which arises due to existing barriers that may be time-consuming to resolve. Recognizing that independence is crucial for those with mobility impairments, this tool is essential for enhancing the shopping experience, acknowledging that certain barriers might sometimes require staff intervention.
Accessibility Infrastructure Workflow
Our digital design features a comprehensive list of accessibility infrastructures at grocery stores, enhancing planning for visitors with mobility impairments. Recognizing the importance of accessible facilities like washrooms and PRAM parking, we propose a feature that lets customers check service availability before their visit. Integrated into the store details page, this feature allows users with special needs to select a store based on its amenities, empowering them to make informed decisions that improve their independence and convenience.
Physical Redesigns
We recognize that digital solutions alone cannot fully meet all accessibility needs, so physical environment redesign is also essential. Our physical adjustments include placing commonly used items at eye level, hazardous items on lower shelves, shallower shelves with wider aisles, and increasing font sizes on signage. These changes, aimed at ensuring AODA compliance, will enhance navigation and accessibility for those with mobility impairments. Additionally, we suggest height-adjustable wheelchairs with shopping carts and adaptable POS stands.
These enhancements will be added to Loblaws' PC Express app by their digital technology team, while the physical modifications will involve Loblaws' storefront staff and accessibility experts. The implementation will require collaboration among Loblaws, its staff, designers, accessibility consultants, and the mobility-impaired community to ensure effective integration.
Evaluation
To ensure our design meets the highest accessibility standards, we've developed an evaluation plan involving two main strategies: consulting with industry experts and aligning with established design guidelines and accessibility toolkits.
Firstly, we consulted Chris O’Brien, the director of Accessibility at OGL and a seasoned expert in the field. Mr. O’Brien provided valuable feedback on our physical and digital redesign efforts and suggested referencing similar infrastructures' design guidelines when specific guidelines for our projects are lacking. He emphasized a holistic, long-term approach to accessibility, focusing on sustainable solutions for users with disabilities.
Secondly, we are aligning our designs with essential accessibility standards. For our digital redesign, we are using the WCAG 2.1 and BOIA Testing guidelines, which offer comprehensive criteria for digital content accessibility. Additionally, we are utilizing the University of Waterloo’s inclusive design guide and accessibility toolkit, which include checklists, case studies, and design patterns to help identify and resolve potential accessibility issues. This dual approach ensures that our design is both innovative and compliant with current best practices in accessibility.
© Kehan Tan 2024