An investigation of the methods used by designers to engage with users that have specific, critical additional needs (SCAN)

Abstract

Despite the need for increased engagement of differently-abled users throughout the design process, little attention has been placed on the inclusivity of requirements and data gathering methods. This shortcoming can result in inappropriate and non-inclusive products. The training of designers may not provide sufficient opportunities to develop the skills, insight and expertise designers require to work with SCAN users. Although some designers in this sector may have an intimate knowledge of disability, it is hypothesized that the majority of designers are ill-prepared to work with SCAN users. Three focus groups, augmented by telephone interviews, were conducted to explore the methods used, experiences, and attitudes of designers when working with SCAN users in order to understand engagement methods and difficulties they encountered. This paper presents the gap in knowledge, provides insight into the experiences of designers working with SCAN users, and outlines the way in which this gap will be filled.