Digital platforms have the power to make lives better, but only if they are designed and engineered with accessibility at their heart. Sue E Forder FBCS, Associate Partner – IBM Consulting, explores what responsible computing means and how to deploy it.
From transport to banking, healthcare to entertainment and shopping, digital platforms are ubiquitous. Built correctly, these platforms help make our lives richer, more connected and freer of frustration. Thanks to apps, smart speakers, touch screens and more, life for many has never been better.
But not for everyone.
If you have a disability, poor access to the internet or, in some cases, simply a mobile phone which isn’t the newest, digital platforms can become, at best, a frustration and, at worst, a barrier.
Accessibility is the practice of making our digital products usable by as many people as possible. Just as it’s wrong to exclude somebody from a building because they use a wheelchair, it’s not right to disbar somebody from using a website because they can’t see.
‘We are all different, but we are all human, and therefore have the same human rights’ states Mozilla in its definition of accessibility.
Accessibility is also underscored by the notion of digital poverty. A recent article published by BCS defined this as:
’NOT ABOUT A LACK OF TECHNOLOGICAL WORKPLACE SKILLS FOR THE FUTURE; IT IS ABOUT THE INABILITY, FOR A WIDE VARIETY OF REASONS, TO INTERACT FULLY WITH THE DIGITAL WORLD. MEANWHILE, DIGITAL CAPITAL IS THE FOUNDATION OF OUR ABILITY TO ENGAGE FULLY WITH THE DIGITAL WORLD.’
As such, it’s critically important then we think ethically and inclusively in the very earliest stages of planning, requirements gathering and design.
This article explores a range of users’ needs that should be considered when designing a new digital platform. We’ll also look at the steps we can all take to improve inclusivity.
A good place to start a discussion about the drive to be more inclusive is the Object Management Group’s Responsible Computing Framework which was launched in May 2022. BCS has been a ground-breaking member since day one.
Why does accessibility matter? Beyond ‘doing the right thing’, accessibility is a matter of compliance and regulatory requirement. The reasons to take it seriously however are numerous, compelling and include:
- Win more customers, drive innovation and boost brand recognition
- Minimise legal risk and extend market reach
Accessibility, a case of stick or carrot?
To date, the UK Online Safety Bill, which had a second reading in April 2022, is seen as one of the most far-reaching attempts to regulate online content. It could have global implications.
The first draft, published in May 2021, put a duty of care on large social media websites, search engines and other digital platforms where content can be posted. Those sites, the draft bill states, should remove harmful or illegal content, such as revenge postings. They should also protect both children and those under threat.
The updates in April 2022 strengthen that duty of care. The bill does not directly consider vulnerable users with accessibility issues, but it raises awareness of the need for the IT industry to act responsibly, exercising its duty of care to all users when building new platforms.
Why taking responsibility is a good thing
Organisations are continuing to drive digital transformation. At the same time, they are becoming more aware of their ethical obligations. As sustainable enterprises, for example, many organisations now strive to minimise their environmental impacts.
The Responsible Computing Framework has outlined the challenges and defined six dimensions. These include:
- Data centres: Design and operate with a focus on efficiency and sustainability
- Sustainable infrastructure: Monitoring the energy usage of products and technologies
- Code: Choose code that optimises environmental, social, and economic benefits
- Data usage: The safe use of data drives fairness, privacy and transparency
- Systems: Address bias and discrimination by driving equality
- Impact: Drive a positive impact on society
For you
BCS members can read the very latest F-TAG technical briefings and reports.
This article focuses on the responsible impact dimension from a user perspective. That is, making sure the technology we build is fair, reasonable and does no harm and that it strives to support inclusivity and social mobility.
Building a responsible computing profession is at the heart of the BCS’ code of conduct. One of the core principles is making IT good for everyone through promoting inclusion across society.
Who is missing out?
A lot of work has been done to make digital platforms available to those with physical disabilities. Organisations such as AbilityNet support anyone living with any disability or impairment to use technology to achieve their goals at home, at work and in education.
The World Wide Web Consortium (W3C) has developed accessibility standards which widens the definition of accessibility to drive universal design and design for all. W3C addresses a broad range of issues including:
- Accessibility for people with disabilities (physical and cognitive);
- Access to and quality of hardware, software, and internet connectivity;
- Computer literacy and skills;
- Economic situation;
- Education;
- Geographic location;
- Culture;
- Age, including older and younger people;
More recently there has been a focus on vulnerable users with The FCA launching guidance to financial organisations around the fair treatment of vulnerable customers.
Talking specifically about vulnerability, the FCA says:
’PEOPLE CAN FIND THEMSELVES IN VULNERABLE CIRCUMSTANCES AT ANY TIME. THE FCA’S RECENT FINANCIAL LIVES RESEARCH SHOWS THAT 27.7 MILLION ADULTS IN THE UK NOW HAVE CHARACTERISTICS OF VULNERABILITY SUCH AS POOR HEALTH, EXPERIENCING NEGATIVE LIFE EVENTS, LOW FINANCIAL RESILIENCE OR LOW CAPABILITY. NOT ALL PEOPLE WITH THESE CHARACTERISTICS WILL SUFFER HARM, BUT THEY MAY LIMIT PEOPLE’S ABILITY TO MAKE REASONABLE DECISIONS OR PUT THEM AT GREATER RISK OF MIS-SELLING.’
Beyond these, vulnerability can extend temporarily or permanently to people with mental health issues, anxiety or a fear about technology.
What can the tech industry do to make digital platforms more inclusive?
Building inclusive digital platforms through responsible computing is, as we’ve seen, a broad topic. Making it a reality within the IT industry will take work, dedication and time.
There are however some key steps and considerations we could take now:
- Responsible computing training should be included in all computer science courses. Mozilla has been driving an initiative in the US and has developed a responsible computing playbook. The BCS accreditation criteria includes responsibility and specifically asks for legal, social, ethical and professional issues to be covered in any accredited programme. In addition, it calls out explicitly: ‘Adopt an inclusive approach to engineering practice and recognise the responsibilities, benefits and importance of supporting equality, diversity and inclusion’.
- Organisations should develop standards and guidelines for inclusivity and sustainability.
- Involve users in the design of interfaces. One NHS trust is using experienced-based co-design to help patients get the best information about their treatments both online and face to face.
- IT professionals should take personal responsibility. They should consider inclusivity when designing new systems, making sure non-functional requirements include considering all types of users and that testing is also done thoroughly, looking at how diverse and vulnerable users might use the technology.
- The tech industry needs to be aware of the impact of always chasing ‘the new and exciting’. This means users with older technology can be left behind. This can increase digital poverty. There needs to be a change in mindset to consider longer support for both hardware and software and for more awareness of keeping the familiar. The ‘right to repair’ movement is gaining traction and it should apply to IT systems as were as physical products.
- There is good practice around. For example, the UK Government Digital Design Service has done a lot of work on design principles and publishing a design system with the express aim of: ‘Building platforms, products and services that help deliver a simple, joined-up and personalised experience of government to everyone.’ Consequently the dot.gov.uk digital services, such as renewing car tax, are not sophisticated in looks but are clear and straight forward to use.
Ultimately, it is up to all IT professionals to take responsibility for building IT systems that are easy to use - by everyone.
Further reading
- Organisations have spent huge sums to promote the buying or selling of their product or service online with more and more targeted and differentiated marketing. This has also led to the growing issue of ‘dark patterns’, a term coined by digital specialist, Harry Brignull. The term is used to describe coercive and manipulative techniques used by websites and apps to influence users into making choices which they otherwise would not have made, or which are not - or might not be - in their best interests.
- Built for Mars did a survey in 2020 and found that it took between 70 and 120 clicks to open a bank account online with one of the major high street banks. The ‘keep it simple” message seems to have been lost by some companies in their quest to put everything online – even complex purchases like cars can now be purchased through the car manufacturer’s website. Digital interfaces are often completely changed from one release to the next driven by ‘upgrading the experience’ which takes no account of vulnerable users who would prefer continuity.
- The Software Sustainability Institute ran a diversity and inclusion panel in 2021 looking at software used to undertake research from a disability and accessibility perspective and found lots of examples of software as a service that does not properly test interactions via speech or keyboard only. Not making the software completely accessible by all types of users is a form of obstruction. It stops people from doing their jobs properly.
