From product design to marketing and customer services, good practices

Transcription

1 From product design to marketing and customer services, good practices Dr Monique Mai, Accessibility Group Department Director Communication, Remote Sales & Public Affairs Orange Group Accessibility Department/MMai Gi3ct International Briefing April 5, 2016 Financial Services Accessibility 1 Innovation for Seniors and Persons with Disabilities

2 Orange, a commited operator in the digital world turnover (2015) : 45,7 $ billion

3 Orange, a commited operator in the digital world

4 Orange & accessibility : 3 fronts integration of accessibility into design creation of appropriate offers and distribution networks in a competitive world initiatives which help to speed up the digital revolution as a driver of progress and innovation

5 a new paradigm : open innovation for responsible marketing a participative and collective approach with a very large number of partners in various fields : major companies, start-ups, developers, the academic world, public entities, associations

6 Orange Accessibility s missions integrate accessibility from conception to delivery create adapted product and service range for the seniors and disabled people (Fr, Spain ) develop distribution networks drive web accessibility policy communicate and set up partnerships public affairs (CSR, regulation, standardization) 6

7 Orange : accessibility & digital a socially responsible promise : making the most of digital technology to accelerate progress for all inclusive strategy require the sub-contractors to respect the web directives in their developments respect all the classical recommendations from the ISO/Guide 71 guidelines on accessibility and norms from the W3C worldwide consortium which provides for consultation with the disabled 7

8 mobile finance services : where does Orange fit in? Mobiles have become our constant companions Mobiles new roles to encompass many practical, convenient uses like mobile finance services mobile banking, mobile payment, mobile money 3 benefits through the mobile phone : allow payments secure money transfers and even access to consumer loans 8

9 Orange mobile services Orange develop mobile finances services in 3 areas without replacing Banks but tapping into its expertise 3 categories of services Mobile Money NFC Payment Orange Cash with Visa Orange has many assets : A strong brand An extensive customer base A distribution network with a high customer-interaction rate Technological and marketing know-how A cross benefit telecoms and financial services offer Mobile Banking a financial services ambition : 30 million Orange Money customers in

10 some good practices Integration of accessibility in mobile apps Internationalization standards : switching between languages, icons management, text and voice modularity example of recommendations (1): - simple interface : - few interface objects (list) - understandable hierarchy and not to deep - continuous manipulation adjusted to user constraint (not a tap ) - a fully adjustable system - configurable displays - configurable action means - task adaptability (1) Dr D.Chêne, D., Petit, É., Zijp-Rouzier, S. (2016). How to Achieve Design for All: list, focus and multimodality as minimal requirements. in Springer Eds., HCI international

11 some good practices Integration of accessibility in mobile applications tool kit : specifications and documentation available to help integrate accessibility - a list of accessibility criterias in accordance with WCAG2.0 - coherence with apple and google recommendations - the criteria approach makes integration of accessibility easier - tests & audit : help the project leader to improve the level of accessibility semester dashboard on accessibility of the mobile apps to a dedicated committee: - user audits of 20 priority applications - between 3 and 7 customers journey audited by application - permanent lobbying / products managers 11

12 criteria of mobile accessibility 14 criteria by technology - Use of colours - Textual alternatives - Use of standard components - Titles and headings - Layout of the information - Order of the information - Size of the click zones - Shadows components - Control of the contents - Scrolling - Font size - Forms - Modification of content - Language (specific to ios) - Navigation au focus (spécific for Android)

13 training policy goal : to convince the developers of the interest and importance of accessibility - sensitisation to the accessibility requirements - presentations of the different options of accessibility available on mobiles - practical experience : discover of Talkback/VoiceOverccessible. cooperation with developers 1. Receive minutes step by step of the projects, potentially participate in the projects for the priority projects 2. Plan with the project team the appropriate moment for auditing accessibility (technical constraints ) 3. Help the project team make corrections to planning 4. To be available and reactive to answer questions, present results of audit 5. If possible, participate in the decision on launching new application

14 Example 1: textual Alternatives Big difference between Android and ios - Content Description - AccessibilityLabel - AccessibilityValue - AccessibilityTrait - AccessibilityHint No difference in use - Use on any element of view (qui hérite de View ou UIView) - Replace la vocalization of componant

15 Example 2 : title and headings each screen must have a clear title. ibrings an additionnal degree of vocalization from the headings with the attributes accessibilitytrait and its value UIAccessibilityTraitHeader Les entêtes aident à fluidifier la navigation.

16 Example 3 :shadow elements this problem can be linked to the problems of pop-in on the web. A window opens on top of another and the reader continues to present the view below (but no interraction is possible with the view underneath) Frequent problem on Android and quite rare on ios.

17 Example 4 :Forms As for the web, it is necessary to link label and scope of the form Both Android and ios make this easy to do On Android : <TextView android:labelfor="@id/name_edittext" android:importantforaccessibility="no" [ ] /> Other solution : use android:text On ios : use an accessibilitylabel on the field of form

18 Annex 18

19 Orange : autonomy system (example : Fr) integration of the accessibility in the offers, creation of dedicated range, regulatory affairs, standardization 285 shops with the label autonomy (december 2015) ;4 Rainbow (Arc-en-ciel) spaces (Paris, Lyon, Toulouse, Nantes) a free phone number ( ) also made available to the deaf, hearing impaired, and aphasic people all Tuesday and Thursday. a linkage via internet with advisors in real time (T140) Orange.fr>section autonomy : a website with buying guide and comfort of use 9 Regional Delegate Accessibility a continue training policy of welcome people with disabilities and elderly : training of 2 days of the sales forces, technicians and e-learning: marketers, technicians, computer specialists webmasters ) information and communication : publications, exhibitions and conferences, interactive communication and partnerships. participation at European workshops and national and international standardization bodies about accessibility relationship with associations and institutional 19

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24 Thank you!