The Ramp to Accessible Software -- Designing, Developing, and Testing for Online Accessibility

1. The Ramp to Accessible Software -- Designing, Developing, and Testing for Online Accessibility Presenters: Mike Paciello, TPG & Larry Goldberg, NCAM Consulting – Services – Technology – Training

2. Overview • TPG assumes that IT vendors will develop and/or incorporate assistive technologies for one or more of the following reasons: • To comply with existing regulations in markets where these regulations exist • To comply with anticipated regulations in markets where these regulations are expected • To exploit a market demand for these features, regardless of regulations • To generate goodwill and be perceived as good community citizens. • Gov. (Federal/State) vendors seek to assess the market opportunity for IT accessibility solutions, based on an analysis of: • The current and future regulatory environment • Current and future buying behavior in the public and private sectors • Current and future competitive strategies and tactics. • Federal Agencies are on record and have publicly committed to Section 508: • SSA, DoD, DoED, VA, State Department, etc.. • Example: Department of Homeland Security • Access to the Web and IT for DHS employees and US citizens (http://www.DHS.gov/DHSpublic/accessibility.jsp) • Enforcing 508 compliance through RFP’s, including the SPIRIT initiative • This presentation serves as a foundation for IT vendors to make decisions on where to focus resources in the development and deployment of accessible products and solutions.

3. The Business & Technology Opportunity • Observations • Federal Government is the single largest employer of people with disabilities • Federal laws including Section 508 & Section 255 mandate technology be accessible • Federal agencies are enforcing, requiring major shift in vendor product development and positioning • Result = “Accessibility Gap” • Technological advances in the field of accessibility lag behind greater advances in mainstream information technology • Disability demographics • Estimated 54+ million Americans with disabilities • Growing percentage using computers & Web resources • Combined with aging population of computer users demanding more services • Net Effect • People with disabilities & senior citizens lack mainstream technology inclusion. • Section 508 is a new and fast growing “market maker”

4. Introduction • The Story of Brian… • Challenge for IT Vendors and Service Consultants • Determine the accessibility state of Web & software user interfaces • Delivery of quantified recommendations that result in User Interface Enhancements (UIE) for people with disabilities • Incorporating accessibility into product development lifecycle • Concept & design • Development & product management • Documentation, Training, & Help systems • Q/A & Usability testing • Marketing and sales • Issues • Accessibility old/new dilemma • Limited in-house expertise at EVERY level (management, development, sales) • Industry standards are “thin” and infantile • Formulas for formal evaluation methods to calculate accessibility measurements do not exist

5. Understanding IT Accessibility • Electronic & Information Technology (E&IT) must be accessible to a variety of users with disabilities without relying on a single sense or ability. • Examples • Systems that require “mouse”-only input are not accessible to blind or some with physical disabilities • Web sites containing images, media, and applications must be accessible to all users with disabilities • Key Goal: Whole systems of technology that are inherently accessible. • Example: Network operating systems with built in screen-readers, visual system alarms, on-screen keyboards • Accessibility may be achieved by enhancing the system’s ability to interact, co-exist, or be compatible with adaptive and assistive technology. • Example: Web-based kiosks that are wheel-chair accessible • There are alternative ways to accomplish the same objective • Do not strictly focus on web/software accessibility techniques, standards, and “doing it this way or that way” • Give primary focus to user needs, user requirements, user testing process • This results in sites, applications, and services that are “coded” accessible and usable • Key = attitude and user inclusion

6. Understanding Section 508 • Federal agencies who develop, procure, maintain, or use electronic and information technology must ensure that it is accessible to people with disabilities including: • Federal employees • Members of the public who have access to and use Federal E&IT • Section 508 Technical Standards • Subpart B -- Technical Standards • 1194.21 Software applications and operating systems. • 1194.22 Web-based intranet and internet information and applications. 16 rules. • 1194.23 Telecommunications products. • 1194.24 Video and multimedia products. • 1194.25 Self contained, closed products. • 1194.26 Desktop and portable computers. • Subpart C -- Functional Performance Criteria • 1194.31 Functional performance criteria. • Subpart D -- Information, Documentation, and Support • 1194.41 Information, documentation, and support.

7. Why Commit to Section 508? • Commitment to Section 508 and accessibility of information technologies to people with disabilities involves embracing accessibility and building Section 508 requirements into your products and services. • The subsequent ROI - • Broadens your opportunity to reach an untapped market opportunity of approximately 54 million • Reduces the liability associated with legal repercussions • Enhances your corporate image

8. Engineering Approach and Methodology Kickoff Initial Assessment Technology Audit Remediation, Consultation, & Implement plan • Review project objectives and scope • Develop action plan • Review of policies, standards, and architecture • Review of insights on regulatory environment • Detailed analysis of IT and software • Automated & manual testing • Evaluation measurable cost options • Leverage company investment, development planning • Enhance architecture and design plan Q/A & Usability Testing Independent Validation Monitoring Market Solutions • Develop Q/A and Usability test plans supporting accessibility • Contract with outside expert • Establish regular intervals of IT review, audit • Create client reliability factor – you’re in this for the long haul. • Press, awareness training, brand marketing for accessibility

9. Development Strategy • Most Common Software/Web Accessibility Issues • Content (structure/presentation, images, multimedia) • User Interface (limited user preferences) • Functionality is incompatible with Assistive Technologies • Lack of implementing Operating System/Application Library accessibility functions (MSAA/Java) • Assistive technologies are behind technology curve • Lack of documentation, robust Help systems • Usability • Remember: Design usable and accessible software that accommodate people with disabilities by: • Implementing corporate processes, policies and standards that support accessible design. • Positioning accessibility as a core competency. • Educating internal resources. • Key Alerts: • Current accessibility validation tools are not effective • Iterative user testing is the best way to ensure accessible user experience

10. Checklist for Developing an Information Architecture • Review requirements and task analysis • Evaluate your content • Develop a organizational development structure based on content, tasks, user personas, features and market demand (test the structure via user testing, walkthroughs) • Map your tasks and procedures to your site/application organizational structure • Build a navigational schema • Implement the architecture and test against design specification

11. Usability Evaluation Methods • 4 Basic Evaluation Methods • Automatic (software tools) • Formal (exact models/formulas to calculate measures) • Informal (experienced evaluators conducting usability inspections) • Empirical (usability testing involving users) • Best Practice Recommendation • Combine informal inspections & empirical testing • Usability inspections result in immediate, accurate, and long term benefits to the UI • Empirical studies ensure Accessible User Experience (AUE)

12. Usability Inspections • 2 Simple Objectives • Find usability problems within existing UI design • Make recommendations for improving & enhancing • Usability Problems to Review • Ease of Use -Error Seriousness • Efficiency -UI “pleasantness” • Error Frequency • Resulting Recommendation Report • Identify problems and suggest redesign solutions • Prioritize list of usability problems based on rate of occurrence, severity level, & market/user impact • Where possible, estimate implementation cost & cost-benefit analysis

13. Usability Inspection Methods • Heuristic evaluations (expert reviews) • Guideline & Standards reviews (conformance review) • Walkthroughs (user/developer scenarios) • Consistency (family of products review) • Formal usability inspections (moderated & focused inspection) • Feature inspections (function, utility review)

14. Heuristic Evaluations • Conducting Heuristic evaluations • Form a team of 3-5** specialists to perform individual inspections against list of heuristics • ** Studies show that use of 4-5 evaluators result in 80% identification of accessibility problems. More is better! • Evaluators require guidelines, standards, usability guidelines, and UI design experience • Comparative analysis of collected data, formulate report • Implement formal inspection process • Appoint moderator to manage the team • Plan the inspection, conduct kick-off meeting, develop preparation phase for individual reviews, conduct main inspection, end with follow-up phase to assess effectiveness of the inspection • Plan user testing

15. Simple & natural dialogue Familiarity (speak the user’s language) Minimize the user’s memory load Consistency Feedback Clearly marked exits Shortcuts Good error messages Prevent errors Help & Documentation Accessibility UI Heuristics

16. Usability Testing • Basis • Automated testing rarely results in capturing true user experience • Heuristic evaluations cannot address all usability issues • Not able to fully emulate user experience (unless inspector has a disability) • Task analysis is generally not part of the heuristic evaluation • Benefits • No preconceived notions, expectations, or application prejudices • Validates user requirements • Confirms heuristic evaluations • Builds client confidence. • Assures AUE (accessible user experience)

17. Conducting User Testing • Setup • Establish an accessibility center to perform user testing (Hint: Collaborate with disability organizations) • Recruit sample users and ensure: • Cross-disability sampling • Multi-AT configurations • Variable user experience level (novice, average, expert) • Involve client developers, engineers as observers • Reminders • User testing is *not* beta testing! • If permissible, video record sessions • Do not “lead” participants • Perform iterative studies • Pay participants and thank them!

18. Software Applications & Operating Systems: Minimal Standards for Functional Performance • Section 508 Requires • At least one mode of operation and information retrieval shall be provided as follows: • Does not require user vision OR includes support for assistive technology for people with visual disabilities • Does not require user hearing OR includes support for assistive technology for people who are deaf or hard of hearing • If audio information is important, enhanced auditory support OR assistive hearing devices shall be provided. At least one mode of operation or information retrieval that: • does not require user speech OR provide appropriate assistive technology • does not require fine motor control or simultaneous actions and is operable with limited reach and strength

19. Keyboard Accessibility • For systems that include keyboards, product functions must be executable from the keyboard. • Function itself or result of the function must be discerned textually • Applications cannot disrupt or disable documented accessibility features including: • Features made available through the operating system • Features made available through other products • Windows, Mac’s and Unix (Linux too) support accessibility keyboard functions including: • Mouse keys: Control pointer with numeric keypad • Bounce keys: Control rate of “taps” on keys • Serial keys: Allow serial devices access to keyboard and mouse functions • Sticky keys: Press 1 key for multiple key functions • Toggle keys: Emits tones for Caps, Num, and Scroll Locks • For additional information, Select Control Panel – Accessibility Options

20. User Interface • Ensure that user focus is available through on screen indicators • Ensure that user focus is exposed to assistive technology that tracks user focus and focus changes • Expose sufficient information about user interface including identity, operation, and state of elements to assistive technology • Provide textual information through operating system functions for displaying text. • Minimal requirements shall include: • Text content • Text input caret location • Text attributes • Applications should not override selected contrast and/or color settings • Do not use color coding as the only means for conveying vital system or application information • Do not user blinking or flashing text, objects, or other elements that flash or blink at frequency rates greater than 2 Hz or lower than 55 Hz • Animated information shall be available in at least one non-animated form that is optional to the user

21. Images and Graphics • If the element is an image or graphic, the image information should be conveyed through text • Assign consistent meaning to bitmap images used to identify controls, status indicators, or other programmatic elements.

22. Forms • Ensure that forms are fully accessible to people using assistive technology • Users should be able to access all form: • Information • Field elements • Functionality for completion • Including directions and cues

23. Manual Tests • Unplug the mouse and make sure keyboard access is provided to all active objects such as buttons and scroll boxes. • Make sure tab elements such as links, tool bars, and form fields are loaded out in logical order. • Provide meaningful names in the application for all text and graphics based elements • ** Information taken from Sun’s Guidelines for Software Accessibility.

24. Product Support Documentation & Customer Service • Section 508 includes provisions to ensure that users with disabilities have access to associated product support features, including the following minimal standards: • Documentation available in alternative formats (ex: braille, large type print, audio) • At no additional charge • Product feature information available in alternative formats • Including accessibility features and compatibility information Customer service support shall accommodate communication needs of end-users with disabilities • For example: • TTY/TDD services for the deaf and hard of hearing

25. Multimedia – Larry Goldberg • [Larry Goldberg's Presentation Happened Here.]

26. Developer Resources & Tools • Microsoft • Windows/MSAA Platforms • http://msdn.microsoft.com/library/default.asp?url=/nhp/default.asp?contentid=28000544 • Microsoft Software Accessibility Guidelines • http://msdn.microsoft.com/library/default.asp?url=/library/en-us/msaa/gettingstarted_6ckk.asp • http://msdn.microsoft.com/library/default.asp?url=/library/en-us/vsent7/html/vxcondesigningaccessibleapplications.asp • http://msdn.microsoft.com/library/default.asp?url=/library/en-us/vsent7/html/vxconaccessibilitydesignguidelines.asp • http://www.msdn.microsoft.com/library/?url=/library/en-us/dnacc/html/ATG_KeyboardShortcuts.asp?frame=true(Keyboard shortcuts) • IBM • Software Accessibility Guidelines • http://www-306.ibm.com/able/guidelines/software/accesssoftware.html (software) • http://www-306.ibm.com/able/guidelines/java/accessjava.html (java) • Sun • Accessibility Quick Reference • http://www.sun.com/access/developers/access.quick.ref.html

27. Developer Resources & Tools (Cont’d) • Others • US Dept. of Education’s Requirements for Accessible E&IT • http://www.ed.gov/fund/contract/apply/clibrary/software.html(software) • Trace Research Software Guidelines and Resources • http://trace.wisc.edu/docs/eitaac_desktop_software_standards/desktop_software_standards.htm(desktop software) • http://trace.wisc.edu/docs/software_guidelines/toc.htm(software)

28. Summary and Conclusion • 3 key words • Clarity – Process/Plan/Standards • Compatibility • Usability • To achieve greater web access we need to focus on • Clarity of standards, guidelines (via standards initiatives) • Compatibility with assistive/adaptive technologies • Infuse usability methods that engage individuals with disabilities into mainstream product design • Goal is “overall” accessibility of the whole technology system – you are encouraged go beyond what is minimally required. • Section 508 is about accessibility, and accessibility is about business opportunity – Go for it!

29. Appendix About TPG Why TPG? Professional Profiles Contact Information

30. About TPG • The Paciello Group (TPG) consults with commercial companies and government entities on designing systems for accessibility and Section 508 compliance. TPG offers professional consulting, technology solutions and monthly monitoring services to ensure that our clients reach all of their audiences, meet governmental and international standards, and maintain the ongoing accessibility of their dynamic assets.  We are looking to partner with other organizations on this Spirit procurement.  • Additional background:  The Paciello Group's (www.paciellogroup.com) clients include Forrester, Fidelity, Cendant, Microsoft, Macromedia, Hyperion, PTC, SkillSoft, and other well known companies. The founder and President, Mike Paciello, is an international authority on Web accessibility and assistive technology. He co-founded the Web Accessibility Initiative (WAI) for the World Wide Web Consortium (W3C). He is the author of the best selling book, "Web Accessibility for People with Disabilities."

31. Why TPG? • Broad range and depth of understanding of the Accessibility IT market, including business and environmental drivers, technology trends, and competitive trends. • A comprehensive understanding of IT wants and needs from the user perspective, and how they translate into requirements for IT vendors. • A comprehensive understanding of Section 508 guidelines and relevant standards-based initiatives, including the potential impact on public and private sector markets. • Detailed market sizings and forecasts that will form the basis for market estimates of the market for IT accessibility products and solutions. • Expertise and creativity in the design and application of software methodologies to the IT marketplace. • The credibility and authority to deliver management-level strategic and tactical recommendations to world-class players in the technology marketplace.

32. Professional Profiles Michael Paciello —Founder & President, TPG • Michael Paciello is President of The Paciello Group (TPG). TPG is dedicated to stimulating education, research and development of technologies that will ensure equality of access to information for all people. • Mr. Paciello has more than 18 years experience in the area of assistive technology and interface design, including 10 years as Program Manager for Digital Equipment Corporation’s Vision Impaired Information Services (VIIS) office. At Digital, Paciello produced the computer industry’s first mainstream CD-ROM containing computer documentation that was accessible to the blind and visually impaired (VIOLD). • Mr. Paciello is the creator of WebABLE, the first commercial portal addressing web accessibility. His book, “Web Accessibility for People with Disabilities” was an industry first. The second edition is scheduled for release in the Fall of 2003. • In 1997, Mr. Paciello received recognition from Tim Berners-Lee and President William Clinton for creating the Web Accessibility Initiative (WAI) in behalf of the World Wide Web Consortium (W3C) and the White House. • In 1999, Mike received recognition from the U.S. Access Board for his “Outstanding Contribution” in the development of the Section 508 standards for electronic and information technology. • He is co-founder of the International Committee for Accessible Document Design (ICADD), and a former member of the FCC Telecommunications Act Advisory Committee (TAAC) that developed the standards for Section 255 of the Telecommunications Act. • Mr. Paciello has served as Chief Accessibility Consultant to the Telecommunication Industries Association (TIA) and the Electronic Industries Foundation (EIF). • Mr. Paciello currently serves on a number of University, Government and International advisory and standards committees, is a public speaker at several international conferences and contributes a number of articles to technical journals. • Mike is a member of the Institute of Electrical and Electronics Engineers (IEEE), the Association for Computing Machinery (ACM), and the Society for Technical Communication of Boston (STC-Boston).

33. Professional Profiles (Cont’d) Chris McGrath—Executive Vice President & Chief Architect, TPG • Mr. McGrath brings 35 years experience in the development of innovative computer software products and their application to advancing business practices. He has applied technology to the creation of products such as 1-2-3 Release 3, the Internationalization of Lotus Notes, and the use of XML as a dynamic source of content for BroadVision. • Chris has worked as president and CEO of an automated training company, and Vice President of Engineering for companies such as Interleaf, BroadVision, and iConverse. He has designed Malleable User Interfaces in portals across a breadth of industries. He is a graduate of Boston College and Babson College focusing on Computer Science and Business Administration respectively.

34. Professional Profiles (Cont’d) Dick Mahoney—Vice-President Business Development & Sales, TPG • Dick Mahoney brings almost 30 years of computer industry experience to TPG. Dick has held senior positions at Digital Equipment Corporation, Compaq and MatrixOne. Much of his career has been focused on software products and business concerns. • At TPG, Dick is responsible for Business Strategy and Product Definition. In this role Dick brings the perspective of what it takes to make products successful in the market how the customer is at the center of everything a company does.

35. Dick Mahoney, Vice President TPG Consulting Phone: +1-603-882-4122 ext 101 E-mail: dmahoney@paciellogroup.com Rowland Bradley, Director Business Dev. TPG Consulting Phone: +1-202-966-9295 E-mail: rbradley@paciellogroup.com Contact Information

36. Consulting – Services – Technology – Training