HULU RESEARCH PROJECT
Uncovering accessibility issues for the upper-mobility impaired user on digital streaming services
ACCESSIBLE PRODUCT DESIGN
More than 1 billion people worldwide experience some form of disability. In the U.S. alone, that’s nearly 1 in 5 people or 1 in 3 households. How might we make Hulu more accessible for people with disabilities and different challenges to empower them and bring them a delightful viewing experience?
CHALLENGE
The project objective was to uncover accessibility issues for target disabilities through in depth interviews with participants in their own homes. Solutions should solve their unmet needs and improve their experiences on Hulu.
OUTCOME
For this Hulu sponsored student challenge, we interviewed persons with disabilities gathering in depth insights into their unique challenges with technology. The second half of the project translated these insights into possible, workable solutions for upper-mobility impaired users.
TEAM
Hector Cruz, Jenny Lychholm, Melissa Kolko
MY ROLES
Project Manager, Design research and testing, Concept development,VUI and Graphic design, Tangible and digital prototype development and testing
TOOLS
Research, Interviewing, Storytelling, Prototyping, Usability Testing, AI,PS,XD
NARROWING THE SCOPE
Working in teams we focused our intensive interviews on two participants who had severely altered use of their hands due to Juvenile idiopathic arthritis and Ataxia. An important component of our interview process was participatory research. We designed a creative toolkit to probe ways in which our users experienced the world as part of our interview process.
Immediately our role shifted from designing for the disabled to designing with them
Sadly, our user blamed herself for imperfect technologies.
"I don't use technology as much as I want to because of my condition. I don't feel like it's made for people like me".
Our users explained their lifestyle "hacks"
“ I have trouble picking things up. If I drop the remote I get so frustrated and I just leave it on the floor”.
INSIGHTS
Both participants get frustrated with small buttons, clunky remotes and touch pads on their devices.
They abandoned their technology in sheer frustration because its not worth the aggravation.
They want to speak and be heard through their technology.
Users want to use their voices to compensate for their physical limitations.
They wanted to be included, not alienated.
Through various hacks and lifestyle adaptations they are desperately seeking ways to make their lives better.
Above all, they welcomed our interviews and wanted someone to listen to them and to be heard.
PROJECT GOALS
Over the next 5 weeks, my team and I uncovered ways to help our users access technology without cumbersome structural affordances. While the solutions may be targeted for use by disabled users, the results would allow everyone to have an enjoyable TV viewing experience.
CONCEPT PROTOTYPES | DIGITAL
Our digital prototype testing illustrated the possibility of building the skills of existing VUI’s to improve the experience of an individual with speech and dexterity impairments.
Voice activated prototype testing
FINDINGS
The ability to allow the AI to navigate and search through content lightened the load on our users hands and eyes and she felt empowered, not inadequate. Our prototype suggests that transforming GUI’s from command/control into conversational interfaces results in a satisfying user experience.
CONCEPT PROTOTYPES | TANGIBLE
Testing revealed our user had difficulty with the dexterity involved in swiping and tapping on digital screens to access technology. We created a magical device nicknamed the “Huluhoop” which solved Sophia's pain by sending voice commands to the Hulu app.
Using WOz testing, Sophia searched content on Hulu
VUI responding with visual and voice responses
VUI responding without voice responses
OPPORTUNITIES
Improvements in technology and product design will allow users to effortlessly search and discover content on Hulu.
Option 1: A wearable AI speaker that understands their unique voices and frees their hands.
Option 2: Building conversational intelligence into Alexa and other platforms.
BENEFITS TO USERS
The implementation of either of our two solutions would greatly enhance the TV watching experience for users who suffer from limited dexterity issues and speech impairments. Slow response time manifested in the inability to swipe a trackpad or screen, tap a keyboard, or speak clearly and efficiently enough for the system to react will no longer be an issue.
BENEFITS TO HULU
If Hulu explores the possibility of our tangible “huluhoop” This would afford partnership opportunities with other manufacturers, increase accessibility and also allow Hulu to differentiate from its competitors by marketing a wearable smart device. Similarly, by enhancing conversational interfaces and natural language processing Hulu would provide unparalleled user experiences in this space.
