1. User-Centered Design with Limited Literacy Audiences What you
need to know Mary Ann Petti, MPH, CHES + @MaryAnnPetti +
@CommunicateHlth 2. Presentation Overview Why do we need to care
about health literacy? What we know about limited literacy users
Sample methods: considerations when working with limited literacy
audiences 10 tips for involving participants with limited literacy
skills 3. Which of the following is the strongest predictor of a
persons health status? Income Employment Education level Racial or
ethnic group Literacy skills 4. Health Literacy An individuals
ability to obtain, process, and understand basic health information
and services needed to make appropriate health decisions. 5.
Literacy vs. Health Literacy 6. Health Literacy Level by Task 7.
What we know about users with limited literacy skills 8. What We
Know Users with limited literacy skills are Willing to use the Web
to access health information Able to accomplish tasks when websites
are designed well More likely to use a mobile phone to access the
Web than a desktop 9. Prone to Skipping & Focus on the Center
of the Screen Gaze path of a participant with limited literacy
skills who reads only the text that looks easy to read. Source:
Colter, A and Summers, K (2014). Low Literacy Users. In Bergstrom
& Schall (Eds.), Eye Tracking in User Experience Design (p.
339). Waltham, MA: Elesvier. 10. Easily Overwhelmed & Limited
Working Memory Gaze path of a participant who does not have limited
literacy skills. Source: Colter, A and Summers, K (2014). Low
Literacy Users. In Bergstrom & Schall (Eds.), Eye Tracking in
User Experience Design (p. 335). Waltham, MA: Elesvier. 11. Easily
Overwhelmed & Limited Working Memory Gaze path of a participant
with limited literacy skills attempting to read every word. Source:
Colter, A and Summers, K (2014). Low Literacy Users. In Bergstrom
& Schall (Eds.), Eye Tracking in User Experience Design (p.
336). Waltham, MA: Elesvier. 12. ALL users benefit from improved
readability and usability Comparing time-on-task on the original
site with a prototype (designed to support users with limited
literacy skills): Time on Task (Mean) Original Site Prototype
Improvement High literacy 14:19 5:05 +182% Lower literacy 22:16
9:30 +134% All users 17:50 6:45 +164% High Literacy Users: 3x as
fast with the revised site 93% success rate on revised site
(compared to 68% with original) Source: Summers, K., & Summers,
M. (2005). Reading and navigational strategies of Web users with
lower literacy skills. 13. Sample methods: considerations when
working with limited literacy audiences 14. Sample Method:
Collaging Participants create a collage that represents the
characteristics they would like to see in a new website Result:
Provides insights into users needs normally not revealed in
interviews and focus groups 15. This is how I feel free and full of
energy. I want my doctor to understand that this is how I want to
feel with his or her help. 16. Sample Method: Tree Testing A
technique for evaluating how easy it is for people to locate
information within a material or website structure Participants are
given a topic to find within a text version of a site map or table
of contents 17. Tree Testing with Professionals Task: Where would
you go to learn what Wisconsin is doing to support Healthy People
2020? This chart represents an unsuccessful task on a website
targeting low lit consumers 18. Tree Testing with Limited Literacy
Users Task: Where would you find healthy snack ideas for kids? This
chart represents an unsuccessful task on a website targeting low
lit consumers 19. Sample Method: Usability Testing Participants use
a website or app to complete tasks while observers listen, observe,
and take notes Avoid think-aloud protocols and allow more room for
free exploration 20. Usability testing with limited literacy users
21. Use this tool to get recommendations based on your age and sex
22. Where would you go if you were looking for a new place to take
your kids to the doctor in Janesville? 23. 10 tips for involving
participants with limited literacy skills 24. Top 10 Tips Partner
with community organizations to recruit special populations Screen
for participants with limited health literacy using proxy measures
Screen for participants for limited technology use Develop
screeners, consent forms, and moderators guides in plain language
Use cash incentives when possible 25. Top 10 Tips Limit the number
of tasks Be cautious using remote and online testing Pre-test your
protocol with at least one participant with limited literacy skills
Choose a moderator with experience conducting research with limited
literacy participants Conduct testing sessions in a setting that is
familiar and accessible to participants 26. Why should I do user
testing? When it come to understanding your product your users are
the experts. All products have problems. (Some more than others.)
Your users will almost always find them. ROI 27. The Bottom Line?
28. Helpful Resources 29. Thank you! Mary Ann Petti
[email protected] communicatehealth.com
