Podcast ¦ Vulnerability Matters: Episode 35 – Do you want to build an Empth Lab With Shaun Conner, Government Digital Service

Key Takeaways

1. Empathy or accessibility labs provide firsthand experiences of the challenges disabled customers face, enhancing staff understanding of accessibility issues.
2. Such labs should not replace the need for hiring disabled individuals or conducting co-design with them; they are complementary educational tools.
3. Engaging teams in accessibility conversations aids in creating a culture of accessibility within organizations.
4. Accessibility is a shared responsibility across all roles, not just a specialized domain.
5. Potential unintended consequences of empathy labs can include increased discomfort in interacting with disabled individuals post-simulation.
6. The atmosphere of vulnerability and confusion during labs can lead to participants feeling overwhelmed or less willing to engage with disabled communities.
7. The lab’s kit typically includes simulation glasses, ear defenders, simulation gloves, and assistive tech to provide a tactile experience of disability challenges.
8. Virtual persona simulations can demonstrate various disabilities and help participants understand the difficulties users experience when interacting with digital content.
9. Accessibility posters offer straightforward do’s and don’ts for working with disabled users and are available in multiple languages.
10. Measuring the impact of lab sessions on participant understanding is crucial for assessing effectiveness.
11. Building engagement within an organization is essential to ensure the lab is well-utilized and seen as a valuable resource.
12. Continuous education around accessibility is vital, and labs should be part of a wider accessibility strategy.

Key Statistics

• The proportion of working-age disabled adults increased from 19% to 24% post-COVID.
• One in five to one in four working-age adults is disabled.

Key Discussion Points

• The purpose and limitations of accessibility labs are critical in setting expectations.
• The role of empathy in driving accessibility strategies—although valuable, it should not be the sole motivating factor.
• The importance of equipping staff with practical advice on improving accessibility in their roles.
• The need for tracking and measuring the impact of accessibility training on teams.
• The significance of creating a welcoming culture where accessibility is actively discussed.
• Varied effectiveness of simulation experiences, which can differ for each participant based on personal experiences with disability.
• The role and importance of familiarizing staff with quantitative and qualitative research involving disabled users.
• Strategies to boost participation and engagement in lab sessions across different organizational teams.
• The necessity for continual updates to training materials and educational resources.
• The idea that empathy exercises in accessibility should support but not replace direct engagement with disabled users.
• User-centered design principles should guide improvements in accessibility practices post-training.
• Techniques for fostering an organizational commitment to the accessibility mission through hands-on experience.

Podcast Description

This podcast episode dives into the essential role of empathy and accessibility labs in enhancing organizational understanding of the challenges faced by disabled customers. Host Chris Fitch interviews Sean Conner, an accessibility lead, exploring the types of equipment used in these labs, the importance of empathy in accessibility strategy, and the key benefits and drawbacks of conducting these experiential sessions. The discussion emphasizes a broader perspective on the necessity of continuous learning, engagement, and actionable strategies to build an inclusive culture across teams in financial services.