3. User Stories
This section contains user stories, followed by the user needs that relate to them. They are divided into the same objectives as the design guide above.
Note that for people with learning and cognitive disabilities, meeting these needs often is the difference between being able to use the site or not be able to use it at all. This may also be true for people with mental health issues or under temporary stress.
User needs for people with learning and cognitive disabilities (COGA) are often helpful for other users, although they can usually manage to use the site without these user needs being met.
3.1 Objective 1: Help Users Understand What Things are and How to Use Them
3.1.1 User Story: Clear Purpose
As a user with a memory impairment, attention impairment and/or executive function impairment or as a user with a communication disability who uses symbols, I need to know the purpose of the content so that I know if I am in the right place, and what I am doing even if I lose attention and focus for a time.
This also includes the following user needs:
- I know what the website offers, or if I should move on.
- I know what features and content are on this page or if I should move on.
- I always recognize where I am in the architecture of the website, application or multi-step process, even after I get distracted.
- I know the relationship between this page and the site/task, even after I get distracted.
- I can easily see the context and purpose of the page.
- In videos and multimedia: I know what is going to be in the video, I can jump to the content I need, and I can restore context if I get distracted.
3.1.2 User Story: Clear Operation
As a user with a memory impairment, a learning disability, or a communication disability who uses symbols, and/or executive function impairment, I find it hard to learn new interface design patterns. I need to know which controls are available and how to use them so that the site is usable for me.
This also includes the following user needs:
- I understand my options and the tasks I can perform and I can identify the controls I can interact with in order to complete actions.
- I know how to use all the controls and the effects of each action.
- The interface is designed so that I rarely touch controls by accident
- I do not try to activate elements that are not controls. Otherwise I just think the site is broken and give up.
- Controls do not move unexpectedly as I am using them.
- I know the consequence of each action, such as sending information, changing settings, changing the context or closing the application.
3.1.3 User Story: Symbols (pictographic or ideographic that represent concepts)
As a user with complex communication needs that may include a mild language impairment, I want symbols that help me understand the content.
This also includes the following user needs:
- I need symbols to help understand essential content, such as controls and section headings.
- I need symbols that I understand and are familiar to me; recognizable, commonly used symbols; or personalizable.
- I need symbols placed above the text to link the meaning of the words with the images.
As a user with a severe language impairment, who has managed to learn a symbol vocabulary, I need to have symbols on top of each phrase and very simplified language. Of course it is best if I understand the symbols and they are the ones I have learnt (via personalization).
3.2 Objective 2: Help Users Find What They Need
3.2.1 User Story: Findable
As a user with a memory impairment, weak executive function and/or weak language processing skills, I need to be able to find features and content easily, so that I can find things in a reasonable amount of time.
I can identify important information and critical functions on a page, quickly and easily.
This also includes the following user needs:
- I can reach important information and the controls I need without scrolling or carrying out other actions. They are not hidden or off screen.
- I can easily identify content that I need, and do not need. Information I need to know and important information stands out, or is the first thing I read and does not get lost in the noise of less important information.
- I can get to the feature I need using the minimum number of easy steps.
- I know the starting point for each specific task, such as applying for a job.
- I find the design familiar such that user interface elements such as menus, buttons and design components as well as elements common to many websites such as help and search are where I expect them to be and do not move unexpectedly.
3.2.2 User Story: Searchable
As a user with a memory impairment, weak executive function and/or weak language processing skills, I need to be able to find features and content easily, so that I can find things in a reasonable amount of time. I can easily search for what I want.
This also includes the following user needs:
- I can find what I have searched for before.
- I can easily navigate through the menu structure and organization of the site.
- I can easily navigate through the page structure.
Related Persona: Tom
3.2.4 User Story: Media
As a user with weak executive functioning and attention impairments, I want media presented in small chunks of understandable content, so I can understand the main points and not lose focus.
This also includes the following user needs:
- I can easily navigate to what I want, take breaks and easily jump back a step if I do not follow or get distracted, when I am using small segments of multimedia that have navigable text or labels that describe the segment.
- I understand plain language used in the media.
- I can use a clear structure to help me navigate and understand different parts of the media.
- I can use visual aids and pictures to help me understand the media content.
Related Persona: Carolyn
3.3 Objective 3: Use Clear and Understandable Content
3.3.1 User Story: Clear Language (Written or Audio)
As a user with a language impairment, learning disability and/or a memory impairment, I want the language used to be clear and easy for me to understand so that I can understand the content.
This also includes the following user needs:
- I understand the language used including vocabulary, syntax, tense and other aspects of language.
- I can easily distinguish the content from the background distractions.
- I need words to include accents, characters and diacritics that are necessary to phonetically read the words. This is often needed for speech synthesis and phonetic readers in languages like Arabic and Hebrew.
- I do not want unexplained, implied or ambiguous information because I may misunderstand jokes and metaphors.
- I want an easy to understand, short summary for long pieces of content or an option for an easy to read version.
- I use images, diagrams or video clips to help me understand ideas, more than a lot of words.
3.3.2 User Story: Visual Presentation
As a user with a language impairment, learning disability and/or an impaired memory, I want a page layout that helps me follow and understand the content without getting overwhelmed.
This also includes the following user needs:
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I can read short boxes or chunks of content or sections easily. These usually have:
- Clear headings.
- Short paragraphs and sentences with one idea.
- Good use of lists.
- Pictographic symbols next to headings, labels and links.
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I can read easily when there is a good use of white space.
- Good use of white space between lines, sentences or phrases.
- Good use of white space between chunks, so that the chunks are clear and the page does not get overwhelming.
- I need explanations of implied content, like body gestures and facial expressions seen in images and animations.
Related Personas: Amy, Anna, Carolyn, Frank, George, Sam, Tom
3.3.3 User Story: Math Concepts
As a user who does not understand numerical concepts, I need content to be usable without understanding math concepts.
This also includes the following user needs:
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I want content to be usable without understanding math concepts, such as percentages.
- I do not want math concepts in my content or
- the content provides multiple / alternatives like a non-math symbol. (There are people who find math easier to understand than words - just not me!)
- I find words easier to understand than digits.
3.4 Objective 4: Help Users Avoid Mistakes or Correct Them
3.4.1 User Story: Assistance and Support
As a user who has difficulty with organization (executive functioning), typing, and putting letters and numbers in the right order, I want an interface that helps me avoid making mistakes, complete forms and other similar tasks successfully.
This also includes the following user needs:
- I want an interface that makes mistakes less likely by helping me avoid mistakes, as well as minimize the mistakes I might make.
- I want to enter as little information as possible, so the task is more manageable.
- I want an interface to provide only valid options, so I can select the ones I want.
- I want an interface that helps ensure I rarely touch controls by accident.
- I want long numbers that often have spaces, like credit card numbers, divided into chunks. That way I find it easier to check it.
- I want inputs to accept different formats and not mark them as mistakes.
- I want interfaces to use metrics I know, and that are common in my location (such as feet or meters) or I get confused. I do not always know what metric they are talking about or notice the number looks wrong.
- I want to use applications or APIs that help me, such as remembering my information so I do not need to enter it again and have help with my spelling.
- I want clear labels, step-by-step instructions and clear error messages, so I know exactly what to do.
- I want examples that make it easy to understand what I need to do.
- I want clear and simple explanations of options or choices to help me know what they mean.
- I want help managing my time, such as letting me know how long a task will take.
- I do not want a session to time out while I try to find the information needed, such as my postal/zip code or social security number.
- I want to save my work as I go or be sure all my work is saved automatically. I do not want to have to start over again, which can create a cycle of reentering my data. This makes me tire easily and more likely to make mistakes.
- I want support to manage the task such as letting me know what information I will need (credit card, full address etc) before I start.
Related Personas: Alison, Anna, Carolyn, Frank, George, Jonathan, Maria, Sam, Tom
3.4.2 User Story: Undo
As a user who often makes mistakes or touches the wrong thing, I want to be able to undo what I just did quickly and easily so that I can manage to use applications and not give up.
This also includes the following user needs:
- I want to be able to check my work and go back without losing the work I have just done.
- If I touch the wrong control, it is important to make it easy for me to go back to where I was in one simple step.
- I want predictable back or undo features so I'm exactly where I was previously, before I made a mistake.
- I understand the consequences of what I do.
3.5 Objective 5: Help Users to Maintain Focus
3.5.1 User Story: Distractions
As a user with an attention impairment and weak memory, I need to be able to avoid distraction and restore the context after I lose focus and come back to the task, so that I can complete the task I am trying to do.
This also includes the following user needs:
- I do not want distractions from my task.
- If there are distractions, I must be able to easily turn them off
As a user that needs help to stay focused, I need help with knowing where a task starts and finishes to help with switching attention so that I can focus on the task.
This also includes the following user needs:
- I need to know the context, where I am, what I just did, or what just happened to me after I lost cognitive focus and then needed to come back to the task.
As a user with poor short-term memory, I need to be able to go back or see information about where I am in a site so I can reorientate myself.
As a user who gets disoriented, I want to know where I am in a process, including what I have done and what my next step will be.
3.6 Objective 6: Ensure Processes Do Not Rely on Memory
3.6.1 User Story: Previous Steps
As a user with short-term and working memory difficulties, I need processes that do not rely on memory and access to information I entered during previous steps in a process.
3.6.2 User Story: Accessible Authentication
As a user who has memory impairments and often forgets passwords, and has weak executive function, I need a method of secure website authentication that I can use.
This also includes the following user needs:
- I need to be able to use a site without remembering or transcribing passwords and usernames
- I cannot decipher a lot of words or symbols
- I need the login process to be simple, and not multi-step
- As a symbol user, I need a login process I can use that does not rely on a lot of words
- I need the login process that does not contain puzzles or calculations
3.7 Objective 7: Provide Help and Support
3.7.1 User Story: Help
As a user who often cannot use a website I want to be able to get help and give feedback easily from every place where I get stuck. This ensures I am not excluded and the site is aware of my needs.
This also includes the following user needs:
- I can give feedback from any point in the process.
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I can give feedback, ask questions and get feedback:
- In a similar timeframe to everyone else.
- Using my preferred communication method (form, email, chat, phone support, etc.) that are being provided, and it is accessible to me.
- I know how to get help or information, such as from context-sensitive help or tooltips.
- I know how to get human help and can manage the process easily.
Related Persona: Alison
3.7.2 User Story: Support
As a user who often cannot use a website I sometimes need in-page and inline support so that I am able to use the content.
This also includes the following user needs:
- As a user who struggles with text and words, help and support should include symbols or enable me to personalize using my own
- As a user who struggles with text and words, help and main content should be clearly differentiated so I do not confuse them
- As a user who struggles with text and words, I need contextually-relevant graphs and pictures to supplement text so I can understand a point without a lot of reading. For example, I find graphs much easier to understand than the same information in an article or academic paper
- As a user who struggles with text and words, I need text to speech support, with synchronized highlighting, so I can follow as I go
- As a user who struggles with web content, I need rapid feedback or visual cues to indicate an event was successfully triggered. For example, I need to know when an email has been sent, otherwise it looks as if it has just disappeared
- I need reminders integrated into my calendar, otherwise I will forget appointments and when I am meant to do things. Sometimes I need reminders to revisit a website to complete the next task
- As a user with an attention disorder, too many reminders distract me. I need to be able to control when reminders are sent, the frequency and type of reminders.
3.7.3 User Story: Directions
As a user with cognitive disabilities that effect navigation and sequencing, I need help understanding and using directions and navigation.
3.7.4 User Story: Cognitive Stress
As a user with sensitivities that can be affected by content (e.g. content that is busy, confusing, depressing, loud noise), I need content that I can cope with so that I can be successful.
This also includes the following user needs:
- I need simple, consistent content.
- I need to avoid and recover from mental fatigue.
- I need to sometimes avoid types of content, such as social media, distractions, noises or triggers.
- I need to make less mistakes and errors.
- I need to know I am safe and secure when using a website, especially if providing information or communicating with others.
Related Persona: Tom
3.7.5 User Story: Task Management
As a user who struggles using web content due to executive function impairment and/or struggle with numerical concepts, I want to be confident that I can manage my tasks.
This also includes the following user needs:
- Explanations for unusual controls in a form I find easy to use (such as a video or text).
- Support and explanations for any choices. The advantages or disadvantages are clear to me and I understand the effects of the choice I might make. For example, when choosing a cheaper airline ticket you often have to pay for a meal.
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I know how to start a task, and what is involved such as:
- the steps involved.
- a time estimate for completing the task and any time limits.
- and any materials I may need (such as a credit card number, passport number, questions that authenticate login such as “your mother’s maiden name”).
- There is support and instructions that I understand to help me organize the time and steps.
- Any limitations are clear to me before I begin.
- I can turn off any distractions during a task, and help is available at any point.
3.8 Objective 8: Support Adaptation and Personalization
3.8.1 User Story: Adapt
As a user with short and medium term memory impairment and weak executive function, I need a familiar interface so that I do not need to figure out and remember new interfaces. This may take a few weeks of repetition and I may not manage to learn it all if I have a condition affecting learning new things, such as dementia.
This also includes the following user needs:
- I need (a version of) the interface to be familiar to me, that I recognize and know what will happen.
- I need the controls to be consistently positioned on the screen where I expect them to be.
- I need content delivered in an easy to understand language or an easy-to-understand mode (like short, understandable, video clips).
- I need to be able to find and select the content format or version of the content that is easiest for me to understand.
- I need alternatives to spoken and written language such as icons, symbols or pictures.
- I need personalized symbols or pictures that I can recognize immediately, as learning new ones takes a long time.
- When I do not know a word I need I need the symbols and pictures that I know and recognize.
- I need video and pictures that help me understand the content without so much reading of text.
- I need my additional support features from widgets or extensions. For example, I have an extension that helps me correctly enter words, grammar and use punctuation as well as read the page to me.
- I need "easy to use" gestures on a touch screen that do not confuse me (or the possibility of alternative access).
- I need to be able to express my ideas without so many words, such as using speech recognition or pictures (I have a program, where I select a word and it gives me a picture).
- I often need more white space to be added between lines, sentences, phrases and chunks.
- I need alternatives for mathematical content, that do not rely on mathematical concepts.
- I often need less content without extra options and features as sometimes I cannot function at all when there is too much cognitive overload.
- I need to be able to find the extra features when I want them.
3.8.2 User Story: Extensions and API’s
As a user with learning and cognitive impairments, who uses add-ons and extensions as assistive technology, I need my add-ons, API's and extensions to work with the content so that I can use it.
This also includes the following user needs:
- Additional support features from widgets or extensions. For example, I have an extension that helps me correctly enter words, grammar and use punctuation as well as read the page to me.
- A password manager.
- A toolbar that adds symbols and reformats the page.