{"id":6634,"date":"2019-12-04T07:00:24","date_gmt":"2019-12-04T13:00:24","guid":{"rendered":"https:\/\/juneux.com\/blog\/?p=6634"},"modified":"2021-08-15T20:16:57","modified_gmt":"2021-08-16T01:16:57","slug":"the-giant-list-of-edge-cases","status":"publish","type":"post","link":"https:\/\/juneux.com\/blog\/2019\/12\/the-giant-list-of-edge-cases\/","title":{"rendered":"Designing for Inclusion &#038; Accessibility: The Giant List of Use Cases"},"content":{"rendered":"\n<p class=\"has-medium-font-size\">Designing for the &#8220;average&#8221; user? Turns out, there&#8217;s no such thing. The <a href=\"https:\/\/www.harpercollins.ca\/9780062358363\/the-end-of-average\/\">average user doesn&#8217;t exist<\/a>.<\/p>\n\n\n\n<p>When building your online surveys, user personas, empathy maps, customer journey maps, user requirement documentation, prototypes, and products\u2014consider ways to be inclusive and accessible to all users.<\/p>\n\n\n\n<p>Nail polish isn&#8217;t just for girls and women; some men wear nail polish. Not all bald people are men; some women shave their heads or lose their hair. <\/p>\n\n\n\n<p>Call out stereotypes and biases whenever you find them. Be empowered to speak up and advocate for <em>all<\/em> users.<\/p>\n\n\n\n<!--more-->\n\n\n\n<h2 class=\"wp-block-heading\">What&#8217;s an &#8220;edge case&#8221;?<\/h2>\n\n\n\n<p>An edge case is defined as an atypical, unusual, or rare circumstance or rate of occurrence. <\/p>\n\n\n\n<p>The problem is\u2014with 7.7 billion people on the planet (as of December 2019)\u2014there&#8217;s really no such thing as &#8220;rare.&#8221; A circumstance that happens to &#8220;only&#8221; 0.1% people means it happens 7.7 million times. Or in the U.S., 329,000 people.<\/p>\n\n\n\n<p>Failing to consider so-called &#8220;edge cases&#8221; can result in lost customers, bad publicity, injury, or <a href=\"https:\/\/usa.streetsblog.org\/2019\/11\/07\/report-ubers-software-flaws-led-to-fatal-crash\/\">death<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What are some <em>not-so-uncommon<\/em> use cases and biases to consider?<\/h2>\n\n\n\n<p>Whether conducting research or designing an online form, a mobile app, algorithm, or a physical product\u2014consider the following cases and biases.<\/p>\n\n\n\n<p><em>Note: <\/em>I&#8217;ll continue to expand this list as I come across others to help rid the world of discrimination and poor accessibility. If you see use cases or biases I&#8217;ve missed (or mangled), please <a href=\"https:\/\/juneux.com\/blog\/contact\/\">email me<\/a> or tweet me <a href=\"https:\/\/twitter.com\/kristineremer\">@KristineRemer<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Privacy &amp; Safety<\/h3>\n\n\n\n<p>A<em> lot<\/em> of people want to keep aspects of their lives private. Until given explicit permission, it&#8217;s best to keep gender, sexual identity, maiden name, hobbies, interests, place of employment, home address, children, and other sensitive information private.<\/p>\n\n\n\n<p>Consider:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>An employee who is not &#8220;out&#8221; to co-workers or their employer<\/li><li>Someone who doesn&#8217;t want medical information or DNA leaked or stolen<\/li><li>Someone who is wary of fingerprint and facial scanning<\/li><li>Someone looking for another job, but doesn&#8217;t want their boss to know<\/li><li>Someone who wants to keep their <a href=\"https:\/\/arstechnica.com\/information-technology\/2011\/03\/etsy-users-irked-after-buyers-purchases-exposed-to-the-world\/\">hobbies<\/a> to themselves<\/li><li>Someone who wants to keep their gift purchase or <a href=\"https:\/\/www.forbes.com\/sites\/kashmirhill\/2012\/02\/16\/how-target-figured-out-a-teen-girl-was-pregnant-before-her-father-did\/#6cde76096668\">pregnancy<\/a> secret<\/li><\/ul>\n\n\n\n<p>Also consider ways to protect your users&#8217; safety.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Child custody battles where one parent might kidnap the child<\/li><li>An abused person hiding from their spouse \/ partner<\/li><li>Someone who wants to physically harm themselves or others<\/li><li>Someone who has been, or is about to be, assaulted<\/li><li>Someone who doesn&#8217;t want voicemails, texts, or mail that an abuser may see<\/li><li>Bullies, predators, stalkers, and harassers<\/li><li>Undocumented immigrants who are afraid to share information<\/li><li>User-friendly privacy policies and user agreements written in plain language<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Gender \/ Sex<\/h3>\n\n\n\n<p>When asking for <a href=\"https:\/\/www.apaonline.org\/page\/nonsexist\">gender or sex<\/a> on a survey, online form, or questionnaire, ask yourself (or team) <strong>if and why<\/strong> this question is necessary. Knowing that 80% of women use your product <strong>may invite bias and stereotypical thinking<\/strong>, and push out the very edge cases we want to include.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Women! Women are CEOs, doctors, and construction workers<\/li><li>People who identify as a different sex from their birth certificate<\/li><li>Non-binary people (i.e., people who don&#8217;t identify as any gender)<\/li><li>Gender fluid people<\/li><\/ul>\n\n\n\n<p>Watch for opportunities to replace gendered terms like &#8220;Jack and Jill bathroom&#8221; or &#8220;his and her closets.&#8221;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pronouns<\/h3>\n\n\n\n<p>I am so, so happy that &#8220;they&#8221; is finally and officially recognized as a singular pronoun. Early in my writing career, I constantly used &#8220;they&#8221; in effort to be inclusive, and my editors would ALWAYS cross it out and write &#8220;he\/she.&#8221;<\/p>\n\n\n\n<p>Consider that some people may want to include their pronoun on their name tag when registering for events or include it on their public profile. Is there a spot for pronouns in your CRM or online form?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Titles<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Mx. for those who want to use a gender neutral title<\/li><li>Mrs. can be used by divorced or widowed women, too<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">First, Middle &amp; Last Names<\/h3>\n\n\n\n<p>Account for people who have&#8230;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>No first names<\/li><li>No last names<\/li><li>No middle names<\/li><li>Hyphenated first, middle, or last names<\/li><li>2 or more word first, middle, or last names (i.e., allow for spaces!)<\/li><li>Special characters in their names (e.g., cedilla, umlaut)<\/li><li>Single letter first, middle, or last names<\/li><li>Preferred names (i.e., not their legal name)<\/li><li>Indigenous and tribal names (e.g., Running Bear)<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Addresses<\/h3>\n\n\n\n<p>When asking for an address, consider&#8230;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>City or town that is not the same as the ZIP code&#8217;s city \/ town<\/li><li>Apartment number, suite number<\/li><li>Apartment number, suite number is a fraction<\/li><li>No permanent address or is homeless<\/li><li>Lives on a military base in the U.S. or in another country<\/li><li>Temporary address<\/li><\/ul>\n\n\n\n<p>International addresses:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>House number comes after street name<\/li><li>Long ZIP \/ postal codes<\/li><li>States, provinces, departments, regions<\/li><li>Larger cities may have designated neighborhoods<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Race \/ Ethnicity<\/h3>\n\n\n\n<p>See <strong>Gender \/ Sex<\/strong> above. Be wary. Collecting this data may unintentionally invite in stereotyping, bias, or racism.<\/p>\n\n\n\n<p>When using technology with sensors and cameras, consider all skin colors and facial features from all races and ethnicities. Skin color comes in a wide range of pigments from very light to very dark (e.g., soap and towel dispenser sensors that don&#8217;t recognize dark skin). I once saw a highly insensitive error message tell a Japanese person to &#8220;open your eyes.&#8221;<\/p>\n\n\n\n<p>When asking about race or ethnicity, also consider people who&#8230;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Belong to 2 or more races or ethnicities<\/li><li>Don&#8217;t know their race or ethnicity (or what to select)<\/li><\/ul>\n\n\n\n<p>Watch for opportunities to replace and update slavery-era phrases or phrases that have racist origins, such as &#8220;master bedroom&#8221; (primary bedroom) or &#8220;blacklist \/ whitelist&#8221; (disallow \/ allow).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Language &amp; Culture<\/h3>\n\n\n\n<p>Consider the user&#8217;s native or preferred language when leaving voicemails, creating self-service phone trees, voice detections, and so on. When offering interpreter services, ensure there are protocols and best practices in place.<\/p>\n\n\n\n<p>Also, be aware of culture differences. For example, assigning emotions to a numerical Likert scale (in a survey or medical exam room) is confusing to some cultures. <\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Symbols &amp; icons (e.g., not knowing what a stand mixer is)<\/li><li>Accents<\/li><li>Non-English speakers<\/li><li>English as a second language<\/li><li>Immigrants &amp; refugees<\/li><li>Undocumented immigrants<\/li><li>Tourists from other countries<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Parents<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Unknown mother<\/li><li>Unknown father<\/li><li>Parental guardian<\/li><li>Parents are divorced \/ separated living separately<\/li><li>Parents are divorced \/ separated living together<\/li><li>Parent is deceased<\/li><li>Parents are same-sex<\/li><li>Parents are living together, but not married<\/li><li>Parent&#8217;s last name is not the same as child&#8217;s last name<\/li><li>Step-parents<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Household<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Older parents living with children<\/li><li>Adult children living with parents<\/li><li>Grandchildren living with grandparents<\/li><li>Unrelated roommates<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Spouse \/ Partner<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Same-sex spouse or partner<\/li><li>Non-binary spouse or partner<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Birthdays &amp; Holidays<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Not all people celebrate birthdays<\/li><li>Not all people celebrate Christmas, religious, or American holidays<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Phone Numbers<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>No landline phone number<\/li><li>No cell phone number<\/li><li>No work number<\/li><li>Work and home number are the same<\/li><li>Cell phone cannot receive text messages (or must pay for each one)<\/li><li>Non-U.S. phone number<\/li><li>Extension number<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Email Addresses<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>No email address<\/li><li>Email address includes a country code suffix (e.g., au, ca)<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Internet &amp; Technology Access<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>No Internet access<\/li><li>No reliable, high-speed Internet access<\/li><li>Not technically-savvy (i.e., doesn&#8217;t know how to use a trackpad, webcam)<\/li><li>No access to a computer, printer, or fax machine<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Social Media Usage<\/h3>\n\n\n\n<p>Not everyone has or wants to use their social media account to access an online product. Allow people to sign up for a product or service using an email address, phone number, or alternate method.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Personalization<\/h3>\n\n\n\n<p>Be sensitive to information, images, and purchases that users have shared. Facebook is famous for using user images in very inappropriate and insensitive ways (e.g., &#8220;celebrating&#8221; a child&#8217;s death or a painful divorce).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Payment Method<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>No credit card or bank account<\/li><li>Doesn&#8217;t carry cash<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Seeing, Hearing, and Speaking<\/h3>\n\n\n\n<p>Consider contrast, point sizes, transcriptions for both video and in real-time for live events, screen readers, and cultural differences for symbols. <\/p>\n\n\n\n<p>Take the time to professionally caption <a href=\"https:\/\/juneux.com\/blog\/2013\/02\/friday-finds-accessible-videos\/\">all videos<\/a>. A transcript or using AI to auto-caption isn&#8217;t cutting it. 100% of your users benefit from quality captioned videos, not just those with difficulty hearing. At live events, ensure there are sign language translators and\/or real-time captioning for streaming events.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Not able to see, hear, or speak<\/li><li>Difficulty seeing, hearing, or speaking<\/li><li>Color blind<\/li><li>Doesn&#8217;t have access to computer speakers or headphones<\/li><li>Doesn&#8217;t speak English or cannot read the translations provided<\/li><li>Has dyslexia or other reading difficulty<\/li><li>Cannot read or reads at a lower reading level<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Motor Skills<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Unable to walk or has difficulty walking or standing (e.g., uses wheelchair, cane, scooter, walker)<\/li><li>Unable to use or has difficulty using hands or fingers (e.g., arthritis, carpal tunnel syndrome, Parkinson&#8217;s)<\/li><li>No finger print(s)<\/li><li>Unable to or has difficulty bending (e.g., arthritis, recent surgery)<\/li><li>Carrying a child, bag of groceries, or other heavy object while multi-tasking<\/li><li>Left-handed<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Cognitive Skills &amp; Health Conditions<\/h3>\n\n\n\n<p>There are too many cognitive and physical conditions to list, but it&#8217;s best to just ask your users how they want to be identified, about their needs, and how they want to be treated.<\/p>\n\n\n\n<p>At the 2021 QRCA conference, one of the presenters shared her experiences when recruiting and researching people who had had experienced a traumatic event (i.e., sexual abuse or rape). One of the most eye-opening was the advice she had received: to take precautions to exclude participants&#8217; caretakers\/drivers from the research facility\u2014as some may be the abuser.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">In Conclusion<\/h2>\n\n\n\n<p>To push your team to think and behave differently, look at who is actually using your services or buying your products. Look for people outside your &#8220;typical&#8221; customer persona, meet them, listen to their feedback, and observe their experiences. For example, a toy manufacturer may find parents or caretakers using their products for their adult children or adult patients.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">For More Information<\/h2>\n\n\n\n<p>If you&#8217;re looking for more edge case examples or case studies, I highly recommend Sara Wachter-Boettcher&#8217;s <a href=\"http:\/\/www.sarawb.com\/technically-wrong\/\">book<\/a>, &#8220;Technically Wrong: Sexist Apps, Biased Algorithms, and Other Threats of Toxic Tech.&#8221;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Related Articles<\/h2>\n\n\n<ul class=\"wp-block-latest-posts__list wp-block-latest-posts\"><li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2020\/02\/experience-is-experience-is-experience\/\">Experience Is Experience Is Experience<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2020\/01\/what-are-the-different-ux-career-options\/\">What Are the Different UX Career Options?<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2020\/01\/how-to-get-real-world-ux-experience-without-going-back-to-school\/\">How to Get Real-World UX Experience without Going Back to School<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2019\/12\/the-giant-list-of-edge-cases\/\">Designing for Inclusion &#038; Accessibility: The Giant List of Use Cases<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2019\/04\/how-product-management-ux-work-together\/\">How Product Management &#038; UX Work Together<\/a><\/li>\n<\/ul>\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-bright-blue-background-color has-background no-border-radius\" href=\"https:\/\/juneux.com\/blog\/contact\/\">Contact june ux<\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Designing for the &#8220;average&#8221; user? Turns out, there&#8217;s no such thing. The average user doesn&#8217;t exist. When building your online surveys, user personas, empathy maps, customer journey maps, user requirement documentation, prototypes, and products\u2014consider ways to be inclusive and accessible to all users. Nail polish isn&#8217;t just for girls and women; some men wear nail &hellip; <a href=\"https:\/\/juneux.com\/blog\/2019\/12\/the-giant-list-of-edge-cases\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Designing for Inclusion &#038; Accessibility: The Giant List of Use Cases&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[35],"tags":[],"class_list":["post-6634","post","type-post","status-publish","format-standard","hentry","category-user-experience-design"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Designing for Inclusion &amp; Accessibility: The Giant List of Use Cases - June UX<\/title>\n<meta name=\"description\" content=\"Turns out, there&#039;s no such thing as a typical user. People come in all shapes and sizes. Some even have hyphens in their names. Here&#039;s a list of edge cases to get you thinking.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/juneux.com\/blog\/2019\/12\/the-giant-list-of-edge-cases\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Designing for Inclusion &amp; Accessibility: The Giant List of Use Cases - June UX\" \/>\n<meta property=\"og:description\" content=\"Turns out, there&#039;s no such thing as a typical user. People come in all shapes and sizes. Some even have hyphens in their names. 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