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Ensuring Universal Design in ICT-Solutions

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Ensuring Universal Design in ICT-Solutions Ensuring Universal Design in ICT- Solutions Towards Identifying Critical Success Factors Susanne Klungland Harder Master in Interaction Design Submission date: June 2017 Supervisor: Miriam Begnum, ID Norwegian University of Science and Technology Department of Design Foreword This master thesis makes up the finale 30 credits of a two year master study in Interaction Design at NTNU Gjøvik. The study aims to provide insights into the practices regarding successful implementation of Universal Design in Norwegian ICT-projects, by building on a previous student work published at the NOKOBIT Conference in 2016 (Appendix E). First and foremost I would like to extend my deepest gratitude to my thesis advisor, for remarkable support and guidance throughout the development and completion of this research, as well as for the rewarding collaboration in the second part of this study. Thank you for many fruitful discussions and advice you have given during this process. I would also like to direct a warm thank you to all of the informants for their participation in my study - their contribution is the basis of this thesis - and for their continuous work to ensure usability for all. Last, but not least, I would like to take this opportunity to thank my colleagues, friends and family who have all supported, encouraged and believed in me through a rather stressful time – this has meant a lot to me. A special thanks to Adrian, who has been particularly patient, supportive and positive. Oslo, June 1st, 2017 Susanne Klungland Harder i ii Abstract Universal Design (UD) of Information and Communication Technology (ICT) is a fundamental principle that seeks to ensure accessibility for all. With an increasing digitalization of society, there is also a rapidly increasing need for ICT-solutions that are accessible to all. As a consequence, user-centered design and UD has gain popularity steadily over the last decades. Web content accessibility standards and guidelines have been created and UD legislation is in place in several countries. However, research suggests that there are limited insights into the practices regarding implementation of UD in ICT-projects. This study aims to provide insights into UD practices and verify a set of previously identified promoting and obstructing factors for UD. The study builds on an interview study with 31 individuals affiliated with 21 ICT-projects that have been successful in ensuring UD. The data from these interviews is analyzed in-depth through thematic content analysis, in search for theoretical interpretations that may generate the basis for a proposed best practice for UD in ICT-projects. Second, this study explores the predictability of compliance to the identified factors promoting UD success. The study identifies 13 promoting and 6 obstructive factors affecting the ability to promote, ensure and achieve UD in practice, spanning four levels – external, organizational, project and individual. The findings coincide and expand previous research findings. This study highlights a link between user-centered design, usability and universal design. The main findings promoting UD practices can be summarized in the following six factors; UD Anchoring, Adequate Resources, UD competence and Motivation, UD and Usability Focus, Interdisciplinary Collaboration, and Quality Assurance. The four levels provide insight into factor relationships, and suggest that measures have to be taken at several levels to succeed, particularly how UD anchoring is an important influence on the other factors. The study prototypes and tests a self-assessment evaluation tool aiming to explore the measurability of ICT projects compliance to the identified promoting factors. The hypothesis being that projects affiliated with UD success will return higher test scores, and projects not affiliated with UD success lower scores. This hypothesis thus the evaluation form’s tentative accuracy are as such confirmed, but will need extensive testing in order to be verified. iii iv Table of Contents Foreword .............................................................................................................................................................. i Abstract ............................................................................................................................................................. iii Table of Contents ............................................................................................................................................. v Table of Figures ............................................................................................................................................... ix Table of Tables ................................................................................................................................................. xi 1. Introduction .................................................................................................................................................. 1 1.1 Key Definitions ................................................................................................................................................................. 4 2 Theory, background and existing literature ...................................................................................... 6 2.1 Universal Design Definition ....................................................................................................................................... 6 2.2 Universal Design Legislation..................................................................................................................................... 7 2.2.1 Norwegian Universal Design of ICT Legislation ............................................................................. 8 2.3 Universal Design Practices and Methodologies ............................................................................................... 8 2.3.1 Standards and Guidelines ........................................................................................................................ 8 2.3.2 Technical Accessibility .............................................................................................................................. 9 2.3.3 Inclusive Design ......................................................................................................................................... 10 2.3.4 Checklists ...................................................................................................................................................... 11 2.3.5 Universal Design Practice Barriers .................................................................................................... 12 2.3.6 Other Universal Design Approaches .................................................................................................. 12 2.4 Interaction Design and UX Design ........................................................................................................................14 2.5 User-Centered Design .................................................................................................................................................14 2.5.1 Agile User-Centered Design .................................................................................................................. 15 2.6 Measuring Project Success .......................................................................................................................................15 3 Methodology ................................................................................................................................................ 20 3.1 Study design ....................................................................................................................................................................20 3.2 Methodological Approach and Scientific Perspective .................................................................................21 3.3 Sample Selection ...........................................................................................................................................................23 3.3.1 Part 1: Identifying Universal Design Success Factors ................................................................ 23 3.3.2 Part 2: Measuring Project Compliance to Success Factors ....................................................... 25 3.4 Data Collection ..............................................................................................................................................................26 3.5 Data Analysis ..................................................................................................................................................................27 3.5.1 Thematic Content Analysis .................................................................................................................... 27 3.5.2 Tools for Content and Statistical Analysis ....................................................................................... 28 3.5.3 Identification of Key Factors and Critical Success Factors ....................................................... 29 v 3.5.4 Developing an Self-assessment Evaluation Tool .......................................................................... 30 3.6 Research Ethics .............................................................................................................................................................31 3.6.1 Reliability .....................................................................................................................................................
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