UX Research | Asseccibility
Optimizing Zoom for users who are visually impaired
Through this project, we looked at the real struggles that visually impaired people face when using Zoom. We wanted to understand their experiences and find ways to make the platform more inclusive.
Project Type: Research & Accessibility
Team: Erin Kovach, Himani Bajaj, Cameron Froehlich, Veronika Nowak
Role: UX researcher
Timeline: 5 weeks
The problem
Video conference tools are essential for work and social interactions; however, visually impaired users who rely on accessible features, like screen readers, face unique challenges.
Our approach
We conducted two phases of research with visually impaired Zoom users. First, we interviewed people to learn about common challenges. Second, we observed people navigate a series of tasks in Zoom.
The solution
Based on our research with 4 visually impaired people who use Zoom, we compiled a list of recommendations by priority levels aimed at improving the Zoom user experience for the visually impaired.
Research questions
What unique challenges does the use of Zoom in the workplace present for people who are blind?
How can technology improve the Zoom virtual meeting experience for people who are blind?
My responsibilities & tools
Observations
Formulate accessibility recommendations
User Research
The team recruited four legally blind participants who use Zoom with a screen reader for work or volunteer purposes.
Phase 1: Interviews
# of participants: 2
Time: 30 minutes
Method: remote
We asked the participants questions that centered around their general Zoom use, experiences, resources, and aspirations. The interviews helped us gain insight and empathize with users about their general Zoom challenges.
We noted their pain points, including excessive communication features and intrusive pop-ups, to explore in the next phase.
Phase 2: Hybrid observations
# participants: 2
Time: 45 minutes
Method: in person and remotely
Two researchers met the participants at their homes, in their natural working environment, while the others joined remotely through a simulated Zoom meeting.
The participants were asked to complete these 3 tasks:
• Schedule a meeting
• Start a meeting
• Join a Zoom meeting
We paid close attention to the chat, screen share, and popup windows, among other pain points.
Pain points
You have to have the right window inside Zoom in focus so that shortcut commands work, otherwise, they don't do anything – trying to get those windows in focus is very challenging.
Those popup windows get in the way of Jaws reading everything else on the screen, and I can't close them out.
There's a way I can mute them [chat]. But sometimes I wanna know what's in the chat, but I want to be able to toggle back and forth easily.
I have to still navigate to make sure, just to see even how my mute/unmute and video settings are if I'm joining a meeting that I'm not hosting.
Data analysis – affinity diagram
The recordings were transcribed using the collaborative software, Dovetail. Each team member individually coded one study after watching all recordings.
We combined tags to identify trends through affinity mapping and categorized our findings based on Jakob Nielsen’s 10 Usability Heuristics to form overarching themes.
Findings
What unique challenges does the use of Zoom in the workplace present for people who are blind?
We organized our findings into these 5 themes referencing the Nielsen Norman Group’s usability heuristics framework:
User controls and freedom:
Configuration & settings: Complex audio and settings configuration
Focus & navigation: Challenges distinguishing the active window and navigating between windows or programs
Intrusive pop-ups hindered the ability to choose the intended action
Consistency and standards
Standard shortcuts: inconsistent standard shortcuts
Cross-device consistency: Inconsistent controls between desktop and mobile apps – less accessibility for certain features on specific devices
Minimalist design & hierarchy:
Multiple streams of information: Balancing multiple information streams was distracting (chat, attendance, live speaker)
Complex forms & processes: Disorganized information and unclear hierarchy made tasks like setting up a breakout room challenging
Visibility of system status
Meeting configuration insight: lack of insight into meeting settings (camera off/on, mute/unmute)
Error prevention, recognition, & recovery:
Update communications: Inadequate communication on system updates causing high-stress experiences
Feedback, documentation, & guidance: Participants expressed frustrations with video positioning assistance, recording errors, and unsuccessful attempts to utilize Zoom's support
Recommendations
How technology can improve the Zoom virtual meeting experience for people who are blind:
High priority:
Allow users to customize screen reader alerts, tailor information levels, and assign reading priorities to prevent interruptions
Provide screen reader users with information on default meeting settings (mute/unmute, video on/off)
Communicate updates and new features released
Align keyboard shortcuts with industry standards
Medium priority
Offer a tutorial mode so users can preview the latest version before attending a real session.
Provide the choice to have the screen reader read an associated keyboard shortcut after each interface element (if applicable) to enhance learnability.
Low priority
Enable users to send meeting invite emails directly from the in-app scheduler, alongside calendar invites.
Streamline the creation of breakout rooms.Provide camera positioning guidance via audio feedback.
Reflections
Listen to others
Listen, learn, and empathize with others' unique situations – it is essential for designing inclusive experiences
Prioritize accessibility
Accessibility considerations should be integrated into the UX process from the start, rather than as an afterthought
Inclusivity benefits all
Inclusivity through accessibility promotes equal opportunities and empowers people to fully participate in society
Limitations
Our sample was only 4 people, which may not adequately represent the broader population or sufficient data for reliable conclusions
Technical and logistical challenges occurred during hybrid observations that disrupted recording during Zoom transitions
Future research
Consideration more generalizable results speaking with a larger participant pool to obtain more generalizable results
Employ advanced observation methods like screen and input recording to gather quantitative insights