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Tag: empathy

A11y 101: WCAG 1.2.2 Captions (Prerecorded)

We’re still working with video and audio in 1.2.2. I’ve mentioned captions in the previous A11y 101 posts. Success Criterion 1.2.2 lays out the specifics for captions.

Simply put, if there is video with speaking you need captions. Did you provide an audio description? Those get added to the captions.

Caption Styles

There are two basic ways to provide captions, open and closed. In either case, you need to have someone transcribe the audio. They need to include the time when the display of the text starts.

Open Captions

Open captions are the minimum support you should provide. Open captions are “printed” into the video. They are baked in and designed to fit the design aesthetic of the video.

Why do I call this minimal? Well the user lacks control to customize it. Additionally, this only supports deaf and hard-of-hearing folks. Our next version offers more features.

Closed Captions

Since open captions are part of the video, they can actually create problems. The most problematic is that they may move around the screen depending on what the video needs. This makes it hard for users, especially low-vision users, to keep track and find them.

Closed captions provide and answer to this. Closed captions are a separate file called in the <video> element. Usually it is a .VTT file. It’s pretty simple to build. I have an article on a11yproject.com that I published in 2013 that explains how to do it.

The next thing that closed captions bring – screen reader and Braille display support. Closed captions are considered real text on the page for screen readers. Now the Blind-Deaf can get the story too. The low-vision user can lean back on the screen reader to help. It also helps with SEO.

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Ticketing Challenges: Finding Wheelchair Accessible Concert Seats

I love concerts. People performing live music is one of my greatest pleasures. Music is critical to my soul and is beyond crucial for keeping up my mental health.

My wife is less thrilled with concerts, but is always up for a fun time with the right people. Weird Al announced a tour with Puddles Pity Party. Two of our favorite artists. One of the stops is our home town just after our anniversary. One of our closest friends is also a fan and knows Puddles. Off I went looking for tickets!

Checking out the tickets I saw that Ticketmaster and StubHub were selling them. I know that resellers like StubHub tack on additional costs and fees. I do my normal thing and head directly to Ticketmaster instead.

My wife has POTS, so when we go out she is in a wheelchair. I have a vestibular disorder that makes standing for long periods impossible. It is made worse with loud environments and big crowds (Sounds like I shouldn’t go to concerts, huh?). So we can only go to shows that have seating & wheelchair accommodations.

The location they are playing at is mostly general admission to stand on the field. It’s a stadium, so there is some seating. Ticketmaster showed only 1 wheelchair accessible ticket. Most of the seated areas were marked “sold out” a day after release. I decided to check StubHub for those “sold out” areas.

StubHub showed there are tickets in areas where Ticketmaster said tickets were sold out and I’m thinking, “Options!” StubHub does not provide a way to filter for disabled seating!

Previous Outings

We went to see Marc Maron last year. I opted to buy, from TicketMaster, an “Accessible seat” on an aisle. Upon arriving to the facility, the accessible seat was a regular seat. No where in the purchase process did it say it wasn’t wheelchair compatible.

The onsite TicketMaster people helped move us to the ONE wheelchair seat as it wasn’t sold. There was only space for one chair and one companion. And of course another wheelchair user showed up and they stuffed them in with us.

I learned from this that even if TicketMaster says there is accessible seating, it may not be wheelchair friendly. And the only way to actually buy accessible tickets is to call the venue.

We aren’t going to see Weird Al or Puddles. The one “accessible” seat won’t work for a wheelchair user.

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Improving Web Accessibility: Quick Solutions

When it comes to writing code that supports accessibility, there can be multiple ways to solve a problem. The industry has worked hard to standardize interactions so that component types function the same across environments. But, it avoids being dictatorial in how to remediate a given problem by only providing generic code samples.

Likewise, when we conduct accessibility audits, we will face user experiences that do not make sense to us. Nevertheless, the client is invested in these experiences. Perhaps the client has limited bandwidth to do remediation. The complete and proper resolution can be more than the client can get done in a reasonable amount of time. Yet, we want to help them achieve an accessible solution sooner.

In these cases it isn’t always appropriate to tell a client they need to completely change their code. Sometimes the solution is a small modification. Let’s examine a recent situation I encountered. A modification can fix the problem, even if the ideal remediation is a code change.


My client presented a website with some filters at the top of a table. The client initially coded the filters as multiple buttons per the design team’s layouts. Each button filtered the table in a different way, and only one filter can be used at a time. You can also have no filter applied. Upon examination, these buttons were properly constructed, but missed a state attribute and aren’t grouped.

I can justifiably tell the client to remove the buttons. They should replace them with radio button elements instead. Then, restyle them to look like a button grouping with one pressed. For no filters, we’d offer up a “Unfiltered” choice. And this will certainly fix things. In the long run, I want the client to follow this plan. It’s the most complete solution.

This change means the client needs to dig into their JavaScript. They must find the code related to the filters. Then, update it to respond to radio buttons instead of button elements. The client’s front end team will need to write new CSS and HTML. But remember they have limited resources, and we need them to fix things as soon as possible.

How do we help the client meet their goals?

There is another perfectly valid way to fix the problem. I can coach the client to add the aria role of “group” to the wrapping container. They should also add aria-pressed to the active filter button. This informs assistive technology that these items are related. It also fixes the state issue where we don’t know which filter is active. This solution takes roughly 10 minutes to fix, where the full remediation to proper radio buttons will take significantly longer.

The simpler recommendation may allow the client to fix more issues with the resources they have. Every step is a move towards better accessibility. Take the time needed with your clients to understand their current situation and needs before writing your recommendations. Don’t be afraid of offering up a “quick fix” for a client, as long as it actually fixes things.

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GAAD 2024

Selfie of Nat with the VeDA website behind him.

I’m taking a break today from my normal work of auditing and coaching clients on how to make their digital properties more accessible to celebrate Global Accessibility Awareness Day. GAAD is a time when industry professionals, accessibility advocates, and disability defenders make a concerted effort to bring the conversation to the front.

Now this may sound like what I do every day, and it is. My company asks us to do volunteer work, giving back to the disabled communities around us. And you may say to yourself, “Doesn’t Nat already do that?” And yet again fine reader you would be correct. I spend a significant chunk of my free time serving on the board of directors for the Wisconsin Council of the Blind and Visually Impaired. I contribute to the W3C.

But I’m not walking away and making excuses. This year I reached out to VeDA and volunteered to help them with their accessibility. I’m currently working on the audit, but once that is done, I will also help them repair the code base.

Take some time today to do volunteer in making someone’s life better.

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Designing with Empathy

This weekend I had the pleasure of speaking at the inaugural edition of Open Source & Feelings. It was an amazing conference tackling some really hard topics. I received really great feedback from the audience on my “Designing with Empathy” talk and several asked for the transcript as they couldn’t take notes fast enough. So here is the talk broken out with what was on the slides as well as the script I tried to follow. The video is coming, and I will add that when available.

When I first pitched this talk, I was thinking it was about accessibility because that’s usually what I speak about. As I wrote it. And rewrote it. And rewrote it. It evolved into being something bigger, higher level, and more important than just accessibility. It became about thinking of others and building experiences that we can all be proud of.


Trigger Warning

Some slides contain content that may trigger motion sickness

#DZY

Some of my slides contain motion that could make you feel ill. I’ll give you a warning before they occur.

Empathetic design makes badass users.

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Granting the User Control

More than once I have spoken about giving the user control over their experience. Too often we make assumptions about how things should work, but in the end those assumptions always forget someone. Providing a set of tools for the user to control the situation or experience allows us to have the most rich and dynamic experience we can build, but one that any user can get behind even if they can’t do all the fancy bells and whistles.

One such example is animation in social media. We love (I know I do) to post animated gifs, videos, vines, and cool new web animations in a place where our friends and colleagues can see. For me, many of these (especially videos and animations) will trigger a vertigo attack. The wrong kind of animation could cause someone with photo-sensitive epilepsy to have a seizure. I have a little faith left in humanity and hope no one posts these kinds of things with the intent to harm, but we can do better.

I’m not asking you to stop posting these. Instead I’m asking to give your followers control. If you come across a video full of violence, profanity, or sexual content while at work (or somewhere you would be embarrassed to get caught viewing it), you appreciate when that video has a NSFW (not safe for work) tag on it. We have learned what this means and now have the choice to view it or save it for when we are less likely to be embarrassed if caught.

We also have TW (trigger warning) for articles that contain descriptions of sexual assault, abuse, or suicide. We recognize that some people out there will be dramatically affected if they read these things, so we let them know up front it could happen. They can then choose to keep reading or not. They have the choice and the control.

So, I’m pushing for two new tags. One warns users that the content may cause dizziness, the other warns against possible seizure inducement.

#DZY

DZY, short for dizzy, but a clear concise item that takes up no more than 4 characters (if including the octothorpe – #). It communicates that the following content may cause some vertigo, motion sickness, or dizziness in some users. Putting this in a tweet with a link allows users like myself to decide if they want to click on it. The user has control. They can click through knowing they will see movement (knowing goes a big way in prevention), or if they are having a bad vertigo day (like I am right now) they can avoid it completely.

#SZR

SZR, short for seizure, is the same concept but for things that strobe and flash. Nothing should ever be created in a strobing or flashing manner that riggers epileptic attacks, but if you aren’t sure if it will, you can now warn your followers and users that something is coming that could.

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Infinite Canvas 6 With Rachel Nabors

Last week I got to be on a podcast. This week I appear on a screencast with Rachel Nabors talking about vestibular disorders in general and how animation may affect a user on your site.

Rachel Nabors

If you don’t know who Rachel is, she is an amazing illustrator, cartoonist, speaker and animator using all those skills to shine a light on the web can be a better place with the right kinds and amounts of animation.

We had a lot of fun recording it, but I need to get a better microphone, sorry for the scratchiness that my beard brings. Also, we had a few problems trying to record it. Running Skype, Camtasia, Quicktime, and all the websites we looked at kept crashing our GPUs.

The screencast is on Youtube, and you should totally subscribe. She hasn’t done one in a while and it could be another while before we see another, so unlike the podcast episode I did, I’m embedding the video here.

Enjoy! Hit us up on Twitter with any questions you may think of.

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Animated Gifs in Social Media Streams

Last week I encountered a pseudo 3D animated gif from Doritos that autoplayed while viewing my Twitter feed. This gif was brightly colored, and its “3D” effect triggered a vestibular attack and migraine. As I looked more into the issue, it isn’t just Twitter who does this. It also happens in our Instagram, Vine, Facebook, and Snapchat feeds, just to name a few. Now some of you will tell me, “those channels are meant to work that way.” True, but what if due to advertising, or worse hacking, someone uploaded a gif worse than this Doritos one that autoplayed and triggered a photosensitive epileptic seizure? Who is responsible?

I would say whoever uploaded the gif is certainly responsible, but isn’t the platform as well? Do these really have to autoplay? When it comes to ads, is anyone checking to see if the ads meet certain standards? In radio and television, they don’t turn down ads because they don’t like the content, but if the ad promotes violence, cruelty, causes medical emergencies, or harm to the public, they will refuse to air it. I argue that those similar rules need to apply to the social networks we enjoy as a primary source of content.

I personally want an apology from Doritos for causing me pain. I know it wasn’t done on purpose, but that doesn’t mean it couldn’t have been avoided. Good marketers and user experience professionals need to know the audience and if their audience might have a medical condition that this type of ad would bother, then need to change that ad.

I’m also asking Twitter, Vine, Facebook, Instagram and all other social media platforms to put controls that prevent autoplaying of videos and gifs. The user needs to have control over their experience if movement may trigger physical pain.

And for those of you saying I shouldn’t use the Twitter web interface, why is it there if not to be used? Typically I use my phone, but as a consultant I am on many different machines in a week, some of which can’t have clients installed, and sometimes I’m in buildings where my phone won’t work for security reasons.

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Human Operating Systems

When I speak with people about my chronic illness, there is often confusion on it. Many people think, “your pain [or dizziness] is just in your head” and that I can just let it go or ignore it. Yes, my disabilities are invisible, but that doesn’t mean they aren’t very real. When we meet people who are deaf, we can’t see what is physically wrong with them, but we believe them when they say they can’t hear us. Why don’t we believe people with other disabilities?

While at a meeting recently with a group of parents, we conducted a mindfulness exercise. We meditated on an itch we had on our body. The goal was to sit with the stress an itch can produce and yet not let it bother us. We couldn’t scratch it either. For some parents, the itch went away. Others let it bother them. I enjoyed the sensation, but then I think I have an unfair disadvantage that the group leader knows about and agreed.

One of the parents was curious, and since I’m not exactly shy about speaking of my disabilities, I expanded on it being chronic pain and dizziness. This father blew off my feelings and experience right away saying “It’s all in you head” meaning that I was making it up. I countered that it is in my head, but very real and that if I could wish it away I would in fact to do that.

Human Computers

This began a discussion that had me communicating in a way that seemed to connect with the other parents. If you have seen my talk, UX of Stairs, you have heard me mention the idea of human hardware and software. We are all really complex computers. We are made up of two main systems that are fairly standard.

The first is our hardware. We are all initially connected with the components needed to grow our biological hardware the same, but due to environmental changes, sometimes that hardware doesn’t develop the way it should. After birth we encounter a gigantic world that too is going to influence our hardware. But for the most part we are born with 5 input systems (5 senses), and two output systems (oral and physical).

We also come with a base operating system. One that turns the hardware on and keeps it running. It can take input and translate it to output. But most importantly it can learn. It can combine the input with algorithms we call emotions and creates a new output that is a subclass that we call art. And art comes in many forms. For some it is a visual output like drawing and painting, others produce auditory output like music or language, and still there is the expansion of the core physical output in the form of dance or sports. With training, anyone can process any input through emotions and produce any of these types of output, but for some it comes more naturally than others.

Once in a while you encounter something in your life that affects your software just as it could affect your hardware. This could be a happy event, or perhaps a traumatic one. This experience alters your input, output, or algorithms in such a way that when you experience it again (or something that reminds you of it), your reaction won’t be the same as someone sitting next to you who hasn’t shared that experience.

For some people, this event can simply be suffering lots of pain. Over time, you develop a tolerance for that pain. Sometimes, you are stubborn, like me, and try to move through it when you can’t make it go away. Additionally, your hardware, nerves in this case, may be more or less sensitive causing the input, not the algorithm, to give you a different tolerance.

My dizziness is a matter of my software being rewritten. The vestibular system is made up of our inner ear system, ocular system, and our sense of spatial awareness. Together these form a kind of internal gyroscope. Thousands of points of data are coming in through these systems every second of every day. Your brain needs to clean that data up and process it.

You subconsciously apply a filter to the incoming data and remove the outliers and extremes. This reduces the data to an average that can be easier to work with. I think this is how my algorithm actually works, except that my filter needs new parameters of what to filter. Right now, it doesn’t filter much. A couple years ago, somehow my settings loaded a new configuration file that turned the filter off completely. Over the last 30 months, I’ve been slowly adding them back in through experience and direct training. This makes sense to me as I have been able to slowly tolerate more experiences.

So what happens when my filter is broken? Imagine you are making coffee in the morning. You have your filter in the pot with the coffee in. As you start to pour the water in it strains through the coffee first, then the paper. But the coffee and the paper can only take so much water at a time. If we pour too fast we begin to see the water backup, the coffee grounds float, and eventually the water/coffee combo flow over the sides of the pot. This is what is going in my head. With too much stimuli or when a filter isn’t working properly, I simply can not digest the data coming in. Something will get lost and a mess follows.

Most of the time this means I experience aphasia. Aphasia comes in two forms, receptive and expressive. Receptive aphasia means I literally won’t know what you are saying or doing (usually words). I won’t recognize the sounds, or that they are in fact words. Any I do catch will not register their meaning. “In one ear, out the other.” is probably the best description of this.

Expressive aphasia is when I’m the one doing the communicating. Typically I stop in the middle of a thought or sentence. I’ll wave my hands wildly and move my mouth, but nothing other than gibberish comes out. I can see the concept right in front of me, but I lack the proper words to express it.

While technically the software is in my head, anyone who has tried to program anything (even a VCR clock), knows that it isn’t always as simple as forgetting the current settings and putting in new ones. With learning systems, we can’t delete those files, otherwise we corrupt the whole system. We must slowly reteach things to overwrite the current configuration. The algorithm will never be the same as the original as it always retains the history of what it previously learned, but with enough training, we can get close to the original. This is my hope.

Humans aren’t copies of each other. We are each unique in our hardware and software. The next time you meet someone whose software isn’t running the same as yours, instead of blowing them off, take a moment and try to understand how and why they process things differently. It will help you empathize and understand them. It will also help you expand your algorithms to make you a better person and technologist.

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On Depression

Society has many ills. People are fallible and get themselves addicted to unhealthy things all the time. It may be overeating, under-eating, gambling, alcohol, or drugs, but each of these people is dealing with a pain that their particular addiction gives a little bit of relief from. We recognize that these addictions are diseases; we spend millions a year advertising and partaking in various treatments for them. We recognize that people who have these addictions need to take life a day at a time; there is no magic wand for addiction. It is a constant struggle. But many of these addictions are just covering what the real problem is, mental health. As a society we don’t talk about mental illness. We don’t admit that is too is a disease that takes a daily fight and this needs to change.

Trigger Warning – I say some things some folks won’t like

I’m sure you’ve heard it before, “Depression is hell”. Depression is a deep dark cavern that makes it hard to see the good happening around you. It can be all consuming and weigh you down like an anchor. We look for the light, but too often we can’t see it. But everyone experiences their depression a little differently. I want to describe my depression, because I’ve experienced a lot of it, and it gets reflected in everything I do in one way or another. I can’t speak to all mental health issues, I can only speak to mine. Hopefully by sharing, you will learn what I deal with. Maybe you can relate, maybe you can’t. What matters though is that you take me seriously, as well as all others with mental health issues. Respect them and don’t judge them.

Emotional Heart vs. Rational Mind

I tend to think of myself as a rational person. I have a degree in philosophy and enjoy a hearty debate. I excel in logic problems and write code for a living. I work well through puzzles, yet I am at the same time quite emotional. Every moment of every day I have to make a decision on whether to listen to my emotional heart or my rational mind and they are usually in conflict.

The Cycles of My Depression

The Good

When things are good, like when I fall in love, it becomes very hard to discern between my heart and mind. They want the same thing. My heart is a solid rocket booster burning furiously in just a few moments, while my mind is the long lasting candle you are glad you packed for the tornado kit. I have to choose, and usually fail, to slow things down and take one step at a time. Since both heart and mind want the same thing, the heart usually wins and I get consumed in the flames. Typically, this means something else gets ignored. My health, house, family, or friends are the most likely culprits. If I could follow my mind a little more, I could have it all.

The Bad

When things are bad, and they usually are bad, it is a lot easier to see, but harder to follow the right path. The dark thoughts range from worry about money, weather, or health to unidentifiable panic and self-harm. Very few of these thoughts deserve any merit. Most are nonsensical to begin with and can be quickly forgotten when I’m healthy. A few, like worries about money, are legitimate concerns exaggerated by my unhealthy thoughts. When carefully examined, they are easily dealt with. And while I say I can forget, reason, or ignore things, what often happens is I clench onto them like a kraken around a whale. It’s this grasping and holding that turns into the depressive spiral. I get tunnel vision and only see this one problem, ignorant to all the good in my surroundings.

I tend to be a hypochondriac, which sucks, but sucks even more when you have actual health problems without solutions and cures from doctors. I also get really lonely. I have a full house, two kids and three cats, and lots of people who care about me, but that doesn’t change the fact I get lonely. In the flick of a switch, I can feel like the last person on the planet, while having a conversation with someone sitting right in front of me. Working from home and only interacting with people in a digital realm doesn’t make this easier, but my physical health precludes me from working in an office every day.

The Ugly

I think about suicide a lot. I have since I was a kid. I’ve tried to take my life several times in the past. I plan not to do it again. This is a very important statement. It isn’t that I don’t plan to kill myself, but I specifically plan NOT to commit suicide. I have no desire to die. I want to live, watch my kids grow up, travel the world, help people build better technology, and make beautiful art. I want to climb mountains, hang out with my brother, sister-in-law, nice and nephews, maybe even relearn to surf. It doesn’t matter though. Every day, sometimes every hour, sometimes every minute, I have a thought of suicide. When I’m having a bad day, especially if I’m in a lot of pain, I am in a constant struggle of having a suicidal thought and letting it go. Medication only takes the edge off so that I win these battles more than lose.

How I navigate the day

I use meditation as a practice to learn to let go thoughts. Focus on the breathing. When a thought comes in on something other than my breath, acknowledge it and let it go. This takes focused effort. When I’m depressed they don’t just go away. My heart requires justification before it lets go. This means half my time and mental energy is spent debating my inner self, just to keep moving forward. Think about that. Think about how much time you spend on solving a problem and then try to solve that same problem if every other second you had to argue with someone about a completely pointless and random thing. It becomes really hard to get into a flow space for solving hard problems with this going on.

Meditation for me, and while I know a lot of folks who have had it work for them, it will not work for everyone. I still get into a funk periodically, but most days are better now. I know I can ride out the dark times, but many people with depression can’t.

“Just Get Over It”

Depression isn’t something to “just get over” for most people. Don’t say this to anyone. It shows a clear lack of understanding of what they are going through and a lack of compassion for them as an individual.

Depression is a daily struggle. Some of us have the upper hand on our depression right now, but I can assure that many will eventually slip, needing more understanding, and maybe some help some time in the future. Others are in the heat of the battle and are losing. They can’t break the cycle of bad thoughts. They need understanding, patience, and when they ask for it, help. You can’t force someone into accepting help, so don’t even try. No matter what you do, if they aren’t ready for it, it won’t stick. This doesn’t mean you shouldn’t call for help if they are hurting themselves or others. There is emergency help and long term help. If a person is a threat, emergency services need to be brought in, no questions.

How You can Help

One in five people struggle with mental illness every year. Twenty percent. More people suffer with mental illness than smoke cigarettes. This isn’t some small group we can cast out. These are your neighbors, friends, lovers, parents, cousins and children. Break the stigma and taboo. Talk about it openly and acknowledge that it is a disease that people struggle with daily. More people have mental health issues than breast cancer every year, yet we talk about it less and spend less money fighting it. It is up to you to be compassionate, patient, offer an ear when you can, but always give someone suffering from mental health the same respect as anyone else.

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