Lessons in Digital Equity: My Early Education in UX for All Socio-economic Backgrounds

Summary

In a world increasingly shaped by technology, user experience design holds the key to making products accessible and intuitive. But what happens when our understanding of "the user" is shaped by assumptions rather than actual experiences? This article shares a real-world case that highlights the importance of inclusivity in UX design, reminding us that one-size-fits-all solutions often fit no one well.

The Daunting Assignment

One of my first career jobs was for a very small EdTech company. I look back on my time there fondly. One day, the CEO summoned me to her office just three weeks into my role, and my first thought was, "This is it, I'm getting fired." It didn't help my confidence that the head engineer was in the meeting as well. I braced myself for the worst, only to hear, "Arthur, tell us about UX and how we can implement it." This CEO knew they had a very viable product, and a good dev team to build it, but she understood the importance of making it desirable for her target users.

I was both elated and panicked. While I agreed that this is exactly what we should be doing, I had not led a UX project outside of school projects. For a moment, my mind went blank, and then the words of UX gurus like Steve Krug and Don Norman started pouring out of me like a broken faucet. I was rambling, but it was a start.

Realizing I needed a more structured approach, I asked for some time to come up with a solid strategy. What I actually meant was, "I need to get off work, make a panicked call to my mentor—a UX superstar—and figure out what the heck to do next."

Starting From Scratch

I prepared a presentation outlining the fundamentals of my UX process. My plan was straightforward and uncomplicated because, in essence, we were starting from ground zero. Among the various techniques proposed, user interviews stood out. The decision to prioritize user interviews wasn't arbitrary. In fact, they're a linchpin in the UX design process. They offer invaluable, qualitative insights into the emotional and psychological aspects of user experience that quantitative data often misses.

User interviews allow us to delve into not just the 'what' but the 'why'—why do users behave the way they do, what are their pain points, and what can make their interaction with our product more pleasant and efficient? These insights are gold mines for UX designers, illuminating blind spots that even the most comprehensive internal reviews may miss. In short, if we were to truly understand our users, skipping this step would be akin to building a house without a foundation. After all, one cannot design for the user without understanding the user.

The Tale of Two User Groups

Our CEO took no time to arrange for interviews. Contacts at a local middle school and a few Boys and Girls Clubs provided the ideal environment for user research. Despite lacking concrete user personas at the time, the settings fit well with the target age group we had in mind.

In this specific instance, we initially relied on assumptions about our users—a generally frowned upon practice in both UX and HCI. However, when these assumptions are made early and validated quickly, they can serve as a useful starting point. This aligns with the 'fail early to succeed sooner' philosophy.

A few weeks and several planning sessions later, we set off on a day of user interviews. Our first stop was a Boys and Girls Club located in a low-income neighborhood. The children we interviewed had limited exposure to computers. What struck me wasn't their unfamiliarity with technology, but their general lack of confidence. Nearly half of them began by saying, "I'm not good at taking tests; I won't be of much help." It was a kind of pattern you don't hope to see in any user research.

In contrast, our second stop was a top-ranked middle school. The children here were the antithesis of timid. They confidently navigated through our software, offering invaluable feedback and insightful narration of their thoughts and actions.

The Revelation

Before this research, our primary user persona was a broad "children in 6th-8th grade." We thought we were tailoring our product to a single, cohesive user group. The interviews, however, painted a more nuanced picture, revealing two distinct types of users.

For example, children from the top-ranked middle school suggested advanced features like a leaderboard so that they could compete with their peers. These were kids who were not just comfortable with technology but sought ways to maximize its utility. On the other hand, children from the Boys and Girls Club made it clear that they needed a simpler user interface with step-by-step guidance, and in no way did they want a leaderboard. To them, this made them feel exposed and vulnerable to teasing if they did poorly. They also valued tutorial videos and visual aids far more than the bells and whistles.

This divergence led us to understand that we weren't just catering to 6th-8th graders as a monolith; we were dealing with two distinct user groups, maybe more. One brimming with confidence and accustomed to educational software, and another group that was less assured and required more guidance.

Conclusion

The experience illuminated a fundamental truth about UX design—our users are more complex and diverse than we often realize. It emphasized the need for more inclusive, adaptable products sensitive to a range of skills and comfort levels. The ultimate aim should be to bridge the socio-economic digital divide, creating an equitable learning environment for all.

In UX and HCI, inclusivity isn't a mere checkbox but a mission to make products that are accessible and intuitive for everyone. Each step skipped in understanding the user widens the gap in creating a product that could serve as an equalizer. Thus, it's not just about creating better user experiences but fulfilling a higher social responsibility.

On a more personal note, this was my first real insight into the inequity as it pertains to technology and socio-economics. I have learned that even if you have a defined user, there will always be those that are not thought of or are left out, and this has become unacceptable to me. I often think back on these children when I am conducting user personas, or any type of user-centered task to remind me that we have a much larger role in this industry than most would think.

As designers, developers, or even consumers, the power to close the digital divide rests in our hands. The onus is on us to challenge the status quo, confront and discard our assumptions, and create digital landscapes that are accessible to all, not just the privileged few. The next time you're working on a project, take a step back and ask yourself: 'Who am I excluding? How can I make this more inclusive?' Then act on it. Start with research, understand the personas, and never assume you know the full picture. Don't just make it your job; make it your mission. Let's strive not just for better user experiences, but for equitable digital spaces that empower everyone.