UX Research | Accessibility
Optimizing Zoom for visually impaired users
Throughout this study, my team and I learned about real struggles that visually impaired people face when using Zoom. We made a list of recommendations to make Zoom more inclusive.
Project Type: Research & Accessibility
Timeline: 5 weeks
Teammates: Himani Bajaj, Cameron Froehlich, Veronika Nowak
My Role: UX Researcher
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.
Approach
My team and I conducted two phases of research. First, we interviewed people who are legally blind to learn about common challenges. Second, we observed people navigate a series of tasks in Zoom.
Solution
As a team, we compiled a list of solutions categorized by level of priority that aim to improve the Zoom user experience for people who are 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 methods—we interviewed and observed four legally blind participants who use Zoom for employment or volunteer work
Phase 1: Interviews
Key data
Participants: 2
Duration: ~30 minutes
Tools: Consent form, script, Zoom
Phase 2: Hybrid observations
Two researchers met the participants in their natural working environment, while the others joined remotely.
Participants completed these tasks: 1) Schedule a meeting, 2) Start a meeting
3) Join a meeting
Key data
Participants: 2
Duration: ~45 minutes
Tools: Consent form, script, Zoom
We analyzed the data and coded the videos in Dovetail
Each team member individually coded one study after watching all the recordings. We combined tags to identify trends through affinity mapping to form overarching themes.
Here's what users were saying.
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.
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 promotes equal opportunities and empowers people to fully participate
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
Speak with a larger participant pool to obtain more generalizable results
Employ advanced observation methods like screen and input recording to gather quantitative insights