The First Opportunity
A mobile payments application developed by one of the top banks in the nation has received poor ratings in app reviews, leading to struggles for the bank. The application is available for both IOS and Android platforms.
The plan
Conduct a qualitative analysis on the feedback received from both the Android Play Store and Apple App Store reviews to understand why the ratings were so low.
Methodology
- The feedback was reviewed to identify common themes, such as issues with the user name.
- After identifying the themes, the frequency of the occurrence of each was theme analyzed.
- I then wrote an executive report, ranking the identified opportunities for improvement.
- The report also included examples of possible solutions to address the identified issues.
Outcomes
The report was used to frame the 5 year plan of the app.
- The ideas prioritize within the report were reviewed at the highest levels of the product org.
- Low hanging fruit were identified and prioritized for the near future implementations.
- All of the items in the report were used to make a case for a full re-write of the application years later.
The Second Opportunity
As a leader of the accessibility program for my Line of Business (LOB), I was involved in the ground-up rebuild of the application. I again had the opportunity to collaborate with the Mobile Checkout team, providing guidance as an expert in accessibility. This project implemented a number of the remaining improvements from the report that I issued three years prior.
My Role
As a Subject Matter Expert in Inclusive Design, I was responsible for introducing and promoting inclusive design and development concepts to design and development teams across the organization. I led the initiative for my line of business, which included approximately 1,500 technologists, and represented us at the Firmwide Accessibility Council.
Methodology
One aspect of my job was to assist teams in enhancing their skills in inclusive development.
- Introduction to the foundations of accessibility and why accessible design benefits everyone.
- Provide foundational training in screen reader usage and mobile testing for both Android Talkback and IOS Voiceover.
- Review designs for accessibility - ensure conformance to WCAG 2.0 (current as of time of work).
- Test with screen readers for expected operation - guide development on refining the screen reader experience.
Blind User Testing
We were fortunate to have the chance to conduct user testing of our in-development application at the National Federation of the Blind's National Convention.
- Engaging users who rely on screen readers in hands-on testing is critical to ensure that the accessible experience meets their expectations.
- Our testing included participation from both the development and design teams, as well as myself as an Inclusive Design Subject Matter Expert.
- This testing was an excellent opportunity to build empathy within the team and increase motivation to deliver a top-quality experience for all users.
