User research, Inclusive Design
Design a special channel for visually impaired users to build a more inclusive platform
Tencent Video became the first streaming plarform to pass the accessibility test of China Association of the Blind
2023.11-2024.2
Figma, VoiceOver
Researcher, Interaction Designer
Tencent Video is China's leading all-inclusive video platform, offering a wide range of high-quality popular content and professional media management services. It provides users with a seamless entertainment experience across multiple devices, such as mobile applications, websites, desktop products, TVs, and Mini-Apps, catering to their diverse needs.
While Tencent Video has always been a delightful and exciting space for many, we also recognize that it may not be accessible to visually impaired users. These users face challenges when selecting, viewing, and interacting with content and other users.
We are committed to addressing the challenges visually impaired users face and ensuring WeTV is a safe, inclusive place for everyone.
Tencent Video was established in 2011 and has undergone several significant revisions due to its rapid growth and development over the past decade. Despite recognizing the importance of inclusive design, the team has had difficulty agreeing on accessibility and inclusive design due to limited resources and the urgency of completing business goals.
However, a collaboration invitation from the local Association of Persons with Visual Disabilities proved to be a great opportunity for Tencent Video. Additionally, visually impaired users provided feedback that the existing platform does not meet their needs, and they hope to use it like ordinary users.
After thorough discussions, we have created a separate channel named "Accessible Theater" for our users to access accessible content and screen reading technology. Although seen as a temporary solution, the Accessible Theater endeavors to improve user experience, engagement and pave the way for future products. Our ultimate goal is to enable all users to explore, enjoy, purchase, and share content on Tencent Video, regardless of their abilities.
Our current location
Modification of existing products
Incorporate accessibility into page/feature iterations
Precipitation design/development guidebook, normalizing accessibility
Accessibility Timeline
"The ideal state is when we can use all the pages just like you do. As long as the screen reading software is well-supported, we can browse everything without needing any special functions."
-- User 6, Evaluator
I researched some competitors' accessibility channels to find inspiration. What I learned was that:
However, I noticed it took a lot of work to locate the channel; the user has to dig very deep to find what they need.
Screenshots of competitors' Accessible Design
We conducted thorough user research and competitive analysis to develop a user flow that caters to visually impaired users. Upon first use, visually impaired users are required to fill in personal information to verify their identity.
User Flow (Simplified)
We developed a preliminary prototype based on the current user flow and past research to request user feedback during interviews.
We plan to conduct in-depth interviews with visually impaired individuals to gain insight into their daily experiences using online streaming platforms. We will supplement this research with desk research, on-site experience, and online communication.
Interested in research detail? Take a look at the process.
After conducting research, we analyzed and summarized how visually impaired individuals use video applications, which helped us better understand their daily routines.
After analyzing the interview themes, we gained some insights and adjusted the initial design.
Users can browse streaming cards by swiping right or dragging one finger on the screen. We have simplified the card layout to a single column to improve user experience, making it easier for users to view and return to previous cards. This also provides extra screen space for more information to help users make decisions.
Currently, the filters available on the platform only allow users to browse based on a single dimension, which can be quite limiting. To address this issue, we plan to introduce diverse filtering options, including filters based on popularity and ratings. This will allow users to filter out unwanted content while browsing and improve their browsing experience by making it more efficient.
"Because there was no official feedback channel, many people in the disability community tried to connect, but in the end, they failed. Everyone was helpless and had no choice but to give up."
-- User 3, Masseur
Add descriptive annotations and labels to non-text icons, images, and pop-up windows to ensure they are read correctly, making it easier for users to understand them. For buttons and links that include both text and an icon, the text should be read by default. If the text alone cannot convey the meaning, additional labels should be included.
Merge components into a single group to optimize the reading sequence of the inside components.
Establish design guidelines for screen reading annotations to simplify future component expansion, reference and maintenance.
While studying design, I have learned the importance of accessibility, not only for people with disabilities but for everyone. Early in a project, I encountered a challenge where the previous team had not considered accessibility. This led to discussions on making the app accessible, particularly for large pages and complex logic. Although we came up with a transitional solution, much work must be done before the app can be used without any barriers.
I collaborated with the user research team to conduct comprehensive user research. I was responsible for collecting information, outlining research objectives, recruiting participants, conducting interviews, and compiling research reports. Conducting research was a valuable learning experience that I enjoyed.
Design solutions that are too far from real users often fail to address users' actual problems. Through research and usability testing, we discovered that many of our initial design solutions were ineffective. While there may not be a perfect design solution, interacting with users and understanding their real problems and experiences can help us design solutions that are more likely to work.
